AccountId: 011433970860
ContactId: f6c52f7e-fc89-48a5-9575-55e0d7a44e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363359 ms
Total Talk Time (AGENT): 122406 ms
Total Talk Time (CUSTOMER): 165975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f6c52f7e-fc89-48a5-9575-55e0d7a44e39_20250130T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing well. What state are you in? Where are you?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] OK, right, I never knew where you were. Where are you in [PII]?
[AGENT][NEUTRAL] I am in the little town of [PII], and as the Jonesite people call it, it's [PII], or as they say, [PII].
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] All right, I have friends that lived in [PII], uh, you know, [PII].
[AGENT][NEUTRAL] Just outside of [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I don't. What part of the state is that in?
[CUSTOMER][NEUTRAL] I have no idea. I've never been to [PII]. I just know that I've had clients and, and I, and I have a friend that is from [PII]. He lives here in [PII] now.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Anyway, quick question, we have a new group that we've been waiting to have it finalized, uh, I think it was in underwriting last week. Uh it's called [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] Last I spoke with the [PII] they said they were trying to finalize it and uh they called me this morning and said, you know, where are we? I said, I'm not sure but I will let you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was with underwriting?
[CUSTOMER][NEUTRAL] Well, that's what I, well, do you show it anywhere?
[AGENT][NEUTRAL] Um, let me see. Let me see. So you said it's already sold?
[CUSTOMER][NEUTRAL] Oh yeah, I submitted everything a while ago.
[AGENT][NEUTRAL] You could see a cabinetry.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Uh, it looks like there's 123456 policies issued.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. And what can I do for you on these 6 policies?
[CUSTOMER][NEUTRAL] Where are we? Are we good to go or they can they get their ID cards? They're active. OK. I, I haven't, I don't recall seeing anything come back from you guys, um.
[AGENT][NEUTRAL] They're active.
[AGENT][NEUTRAL] They are active.
[CUSTOMER][NEUTRAL] Uh, saying, hey, you know, here's our group number and all of that stuff.
[AGENT][NEUTRAL] Well, tell you what, I will do that right now. In fact, I'm gonna go on to the online service center.
[AGENT][NEUTRAL] I say I am, there we go.
[AGENT][NEUTRAL] Let's see if I can, if the ID cards have already been put out there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] How are things going for you today, [PII]?
[CUSTOMER][POSITIVE] Well, we're off to a nice start. The weather's gorgeous today, hoping not to have to work too much, you know, I got through my toughest four months between, uh, really, uh, October and January, and, uh, February starts to ease up a little bit. I have one real big case that I have for [PII]. Other than that, uh, you know, it's a, it's kind of an even flow taking me all the way into the 3rd quarter, so it's all good.
[AGENT][POSITIVE] You know what, even, even is good because as we all know, who are in this industry.
[AGENT][NEGATIVE] 4th quarter is a booger.
[CUSTOMER][NEUTRAL] Well, the, the, um, most of my renewals are October, November, uh, October, November, December, January, and the real bulk of them are uh are uh [PII].
[CUSTOMER][POSITIVE] So, um, you know, once I get through those, I'm, uh, it's, you know, the year is a lot easier. I've renewed, let's just say over half my business renews in a couple of months.
[CUSTOMER][NEUTRAL] That's uh that's the deal.
[AGENT][NEUTRAL] OK, well, I am sending you.
[AGENT][NEUTRAL] An email right now.
[CUSTOMER][NEUTRAL] Yeah they're gonna ask me for their ID cards and you know all of that kind of stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 291 ID cards are on the online service center already.
[CUSTOMER][NEUTRAL] Alright, does it give that info in, uh, in there?
[AGENT][POSITIVE] In the online service center it sure does.
[CUSTOMER][NEUTRAL] No, I'm saying in the email you're sending me, does it tell them how to do it?
[AGENT][NEUTRAL] Oh, yeah, I'm
[AGENT][NEUTRAL] I'm gonna go ahead and add uh the instructions for the group. Actually, let me see if the group is.
[AGENT][NEUTRAL] Already created their account.
[AGENT][NEGATIVE] They may have created and just don't know how to use it.
[CUSTOMER][NEGATIVE] I doubt it. That would be surprising to me.
[AGENT][POSITIVE] No, let's kicks and giggles. Let's take a peek.
[AGENT][NEUTRAL] Yeah, they haven't. OK, I'll send uh the instructions along with an email with the group number, the ID cards are all available on the online service centers, so.
[AGENT][POSITIVE] Everything should be good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sounds like a plan.
[AGENT][NEUTRAL] All right. Is there anything else I can do for you, [PII]?
[CUSTOMER][NEUTRAL] No, I just, uh, once I get that done, we'll be all set with APL, so thank you. And then how does he pay his bill? Does he pay is is it coming that he can pay it online or he has to mail a check? I always forget with APL how that works.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, they can actually pay it online if they want to.
[AGENT][NEUTRAL] Let me see how
[CUSTOMER][NEUTRAL] OK, but you don't have auto draft yet, right?
[AGENT][NEUTRAL] Not that I know of, no.
[CUSTOMER][POSITIVE] OK, alrighty well thank you very much.
[AGENT][POSITIVE] OK. You're welcome. We'll talk to you soon.
[CUSTOMER][POSITIVE] Have a good day thanks bye bye.
[AGENT][NEUTRAL] You too bye bye.