AccountId: 011433970860
ContactId: 056fb7ed-0732-4a8e-9735-7637d708695d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270410 ms
Total Talk Time (AGENT): 109505 ms
Total Talk Time (CUSTOMER): 141086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/056fb7ed-0732-4a8e-9735-7637d708695d_20250310T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Hey, I'm wonderful. I've got a, um, a quick question. I was hoping you could help me verify a broker. I'm pretty sure you're not gonna be able to verify him, but I just wanna check before I send a message back. It's for.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely that's.
[CUSTOMER][NEUTRAL] Um, Health Insurance Alliance, which is 25939.
[AGENT][NEUTRAL] OK, let's see, let me pull up the line real quick.
[AGENT][NEUTRAL] And are you wanting me to confirm the agency or are you wanting me to confirm the group group's name?
[CUSTOMER][NEUTRAL] So it's um this man, I assume it's a man, it might be a woman actually. uh [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this is the 2nd time they've emailed me and they haven't been the, the broker on file, um, requesting to terminate or make changes and so I just wanna let them know that our policy is not gonna allow us to do anything that they request.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, but this time it's, it's weird because he CC'd all the same brokers from the last agency, but then this one says [PII].
[CUSTOMER][NEUTRAL] Um, at Bellal, but he CC'd [PII] in the email.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and what was the group name again or group number?
[CUSTOMER][NEUTRAL] 25939
[AGENT][NEUTRAL] So I have [PII] as the primary um broker on that and he's at BellSouth.net. Is [PII] [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, he's at [PII] and last time I called I couldn't get him verified under the NAS either, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I know NAS won't have, won't really know who this [PII] is. Um, I would go to the broker and just kind of say, hey, like is this maybe um your GA or someone that you've hired to assist you in these like.
[AGENT][NEUTRAL] Admin termination stuff um just so that way we know going forward because I I do remember you calling last week about this [PII] and it was like a Rick Rick something that he copied on his email but did he ever give permission?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, I don't emailed back and I said like I need your explicit permission and I see [PII] so he could see that like I couldn't do it and I needed the broker's permission and on this one we'll do the same thing. I'll just email um [PII] at that email on file and I'll say like, hey, I need your explicit permission that I can work with this guy and these requests, and I'll just the same thing but I just feel bad because he's sending me like requests that I can't do so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, no, I get that. I get that. A lot of times like if it says like at [PII] like for um [PII], for instance, then I will be like, OK, it's probably their admin in the office, but um if they don't even have matching emails that just makes me a little nervous.
[CUSTOMER][NEUTRAL] Yeah, and he explicitly says like we're doing this as a courtesy, we're not the GA on record, so like he knows that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know. I just, I think that he should have an understanding that like we might not be able to do it, but I haven't heard back from anybody.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I'll just send another one. [PII] emails all the time though, um, and so like I imagine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He'll email back because we hear from him a lot.
[AGENT][POSITIVE] Yes, yes. OK, well, hopefully that will help and, and maybe [PII] can explain his relationship with these brokers and, and cause if he's gonna keep doing this for all these brokers might be, might be helpful.
[CUSTOMER][POSITIVE] OK perfect I will um yeah if I get communication that explains that I will, I will have request in the in the email and get it to you guys.
[AGENT][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] Hey thank you I really appreciate your time this morning. I hope you have a great day.
[AGENT][POSITIVE] Yeah, you, you as well thank you bye bye.
[CUSTOMER][NEUTRAL] OK.