AccountId: 011433970860
ContactId: f2fad79a-eead-4c4d-a7b0-2b1a7a5846bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322540 ms
Total Talk Time (AGENT): 132652 ms
Total Talk Time (CUSTOMER): 202285 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f2fad79a-eead-4c4d-a7b0-2b1a7a5846bf_20250212T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] It's my favorite. It's [PII]. How are you?
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] What you doing over there? I'm good.
[AGENT][NEUTRAL] Girl, girl, you name it, we do it and what are you doing over there?
[CUSTOMER][NEUTRAL] I know, right? I know. Same. I've been missing you. I feel like I haven't needed you as much without working with [PII].
[AGENT][NEGATIVE] Oh, we don't, we don't interact anymore. Oh my God.
[CUSTOMER][NEUTRAL] Well, I know because I got, well, I didn't get moved off of [PII]. I said bye, I need a break and I need to move on.
[AGENT][MIXED] Yeah, I wish I could do that over here. Oh my God. I mean, I, I don't hate him or anything. I mean, I don't, I don't know him to hate him, but oh, you know, I just his work so complicated.
[CUSTOMER][NEUTRAL] Girl.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] It's so complicated. I just was like, I'm not learning anything or like advancing because everything is wrong all the time. Like, how is this helping me?
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Thank you, that, that's, that's how I feel like, I feel like I do so much back and forth, back and forth, back, I mean, it's like ping pong, you know, you know, oh my God.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yeah, no, I tell you.
[CUSTOMER][NEUTRAL] I tell you, honestly.
[AGENT][NEUTRAL] Oh, I know you do. What you got going on today though? What you got going on?
[CUSTOMER][NEUTRAL] Not, not too much. I just, I have a broke or I have his name's [PII] I believe, but he's calling on behalf of a broker and he wants to change a company address. I asked him to email it to us, but he wants to do it over the phone. I think you guys can take stuff over the phone. I just don't I like documentation.
[AGENT][NEUTRAL] Oh God
[AGENT][NEUTRAL] Yeah, that's what I'm about to say we've got to have something.
[CUSTOMER][NEUTRAL] Well, I mean,
[AGENT][NEUTRAL] From the broker's office of the company letterhead.
[CUSTOMER][NEUTRAL] That's what I thought. So I, I knew that customer service sometimes does do um changes over the phone, but I was like I'm not, I was like I can get a I we can call customer service and see, but.
[AGENT][NEUTRAL] What's he do, changing the address?
[CUSTOMER][NEUTRAL] Yeah, changing the company's address.
[AGENT][NEUTRAL] Holy cow zones. I, I know I need some company letter. What is that? What's that group number?
[CUSTOMER][NEUTRAL] Um, I don't have the group number. We didn't get that far because I just wanted them to email me.
[CUSTOMER][NEUTRAL] Do you wanna tell him the same thing? Do you wanna say I would like to have documentation as well if you wanna email?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, we've got, I, yeah, I really need documentation, something from, I mean, for all I know, he could be a um
[AGENT][NEGATIVE] An employee who wants all the information to come to, you know, a disgruntled employee.
[CUSTOMER][NEUTRAL] That's no, and that's exactly right. Well, do you wanna talk to him and tell him the same thing and then um give him your email like is I because, well, if it, if he does care team, he has care team's email, so I was like you can email care team and they can handle it too.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] A lot of people don't. I have one broker who just will not go to the care team.
[AGENT][NEGATIVE] Just will not, just absolutely will not.
[CUSTOMER][NEUTRAL] Well, I mean, yeah, I mean, I don't.
[AGENT][NEUTRAL] Yeah, he's locked in 2 or 3 of us and that's, that's it, that's all he'll deal with and you know.
[CUSTOMER][NEUTRAL] I mean I can join you guys and say that or I can go back and what I don't know whatever.
[AGENT][NEUTRAL] Just leave him on the phone with us and just let's, let's see between two of us, we can't convince him that we've got to have this in documentation.
[CUSTOMER][NEUTRAL] OK, let me tell him let me I'm gonna join all of us and then I'll tell him, OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] Uh yes. OK, so I do have customer service on the phone. This is [PII], um, she's gonna ask for documentation as well, so an email, so you can email care team or you can email [PII].
[AGENT][NEUTRAL] Yes, sir, we have to have something that shows something from the broker's office or, or from the group um group letterhead that shows that they did make, you know, that the broker either requested the change or that the group requested the change.
[CUSTOMER][NEUTRAL] And the. Uh.
[CUSTOMER][NEUTRAL] Oh OK and is there any way to do it through uh the APL uh website through the admin?
[CUSTOMER][NEUTRAL] I don't know no I don't think that you can make changes to a company in terms of a um like a address. You can only make updates and changes to an individual policy so an insured.
[AGENT][NEUTRAL] Now that
[AGENT][NEUTRAL] Right. A change, delete things like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK and uh what is the typical turnaround time if I were to email uh the, the customer service?
[AGENT][NEUTRAL] If you'll just shoot it to us, if you'll shoot it to sales, and [PII], if you'll shoot it straight to me, I will get it changed.
[CUSTOMER][NEUTRAL] OK, I can do that. So if you'll send it to [PII].
[CUSTOMER][NEUTRAL] And give us the updated address, then I'll send it to [PII] and she can get it changed immediately, OK? It's typically about 24 to 48 hours though just on a normal day if you were just to email it, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, yeah, so I'll send it over to sales also provide the the company uh group number as a reference to. Yes perfect thank you so much.
[AGENT][NEUTRAL] Oh, yes, please.
[CUSTOMER][POSITIVE] OK, no worries well I appreciate uh your guys' help. I'll be sending that email shortly. Of course have a great day. Mhm.
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you, [PII].