AccountId: 011433970860
ContactId: f8d9a114-f098-4177-8ce2-2a95f25687d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168460 ms
Total Talk Time (AGENT): 94993 ms
Total Talk Time (CUSTOMER): 81615 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f8d9a114-f098-4177-8ce2-2a95f25687d4_20250402T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name's [PII] calling from the Coyo Kiley Insurance Agency, the broker's office, and I need to just kind of ask you guys when you think a renewal might be ready for a group of ours. Um, I've got a number. It is 19253 and that's surplus management doing business as water surplus.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me pull up, pull it up.
[CUSTOMER][NEUTRAL] And it would be a July. It's a July renewal.
[AGENT][NEUTRAL] OK, yeah, I think those are supposed to be going out mid-April. I had a call like this yesterday, but let me just make sure we have everything in here and I'll check the folder if we have it. I'll send it over. Let see. Oh goodness, surplus management, yes, 71. Let me just see if we actually have anything in the folder for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We have not received it yet, but, um, I checked with underwriting yesterday, so they should be forwarding that. They said it would be mid April, so we should be getting that in the next week or so, maybe the next 7 to, yeah, yeah, and we'll send it over at that time. So sorry, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We're so OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK sounds great. No, no, it's fine. I just want to check that was all I needed OK um and then do you guys have any, um, do you guys have any like.
[AGENT][POSITIVE] OK. All right, [PII]. Have a, have a great, mhm, yeah.
[CUSTOMER][NEUTRAL] Claim reports or anything like that that you could give us for this group for the last year?
[AGENT][NEUTRAL] If you, if you want, if you, if you want something like that, you'll need to email our sales team. You'll send the email to [PII] and ask, put in there what you're wanting, you know, if you're winning an experience report showing whatever, whatever data you're winning, and then we can request that from our underwriting to see if that's something that we can provide sometimes within your groups you have to wait a little bit longer. How long has this been in effect? Uh, this has been in effect for a while, so yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh it's been in effect for a while yeah it's been a while. I'm just curious because you know last year they got a pretty good increase and I know it's been used this year I know it's been used um so that's why I thought you know maybe if I could get ahead of it and at least get somewhat of a claim report to see how much you know it's being used, um, that would probably be a little helpful too, so, um, OK.
[AGENT][NEUTRAL] Um, yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not sure exactly what we can provide, but yeah, if you'll just send an email over then we'll forward it over and and request and see what we can or cannot provide and then we'll let you know.
[CUSTOMER][NEUTRAL] OK, I will.
[CUSTOMER][POSITIVE] OK sounds great all right thank you so much appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're most welcome. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thanks bye bye.