AccountId: 011433970860
ContactId: 22cbab34-fc5e-4b2a-9649-dac921359a69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245020 ms
Total Talk Time (AGENT): 127356 ms
Total Talk Time (CUSTOMER): 84881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/22cbab34-fc5e-4b2a-9649-dac921359a69_20250214T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I work, my name's [PII]. I work with an agency that receives commissions from APL, and I was just wondering if there is a, um, like broker commission or licensing email that I can send a request to or if is, is it just best to do it online with the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like contact us for.
[AGENT][NEUTRAL] OK, so do you have broker, like, are you, you work with a broker or you work with an agency who has brokers?
[CUSTOMER][NEUTRAL] Agency who has brokers.
[AGENT][NEUTRAL] OK, and what's the agency called?
[CUSTOMER][NEUTRAL] It's assured partners Cornerstone.
[AGENT][NEUTRAL] And where are you guys out of?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, just making sure that I got the right one.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So it looks like a shared Partners Cornerstone. Are you guys on [PII]?
[AGENT][NEUTRAL] Oh wait, that's a home address. Emer it's OK. Business address [PII].
[CUSTOMER][POSITIVE] Say it again I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It was, that was an old address for a different address, but.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] You guys have an online service center that has been created, um, it looks like at one point [PII] was our contact for this group and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The accounting department it looks like maybe and then [PII] have a login and a password like username and password is she still there?
[CUSTOMER][NEUTRAL] Mm. No, I took, no, I took over for her. I do have um a login though that she
[AGENT][NEUTRAL] Is [PII] still there?
[CUSTOMER][NEUTRAL] Um, she like assigned me, um, a role I guess you would say, so I do have a log in and I, I do have like.
[CUSTOMER][NEUTRAL] Online service I think that you're talking about.
[AGENT][NEUTRAL] So you can pull commission statements on the online service center um yourself like for your brokers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I have access to that. Um, my, it's kind of a weird question. It's for, um, because I was going to, we're going through like a name change so that's why I was wondering, um.
[AGENT][NEUTRAL] Um, have you, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I could get an email to send that to or if I should do it online through this.
[AGENT][NEUTRAL] Oh, so you wanna do a name change, not a commission request? I'm sorry, I'm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh OK, I'm sorry, I thought for some reason you were wanting commission statements, yeah, so to change the name of the company I'm guessing or the agency, um, you would just send it to [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me write that.
[CUSTOMER][NEUTRAL] [PII]. Got it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, that's our broker resources department which is where we can go and um once we get the request we can push it through to um our new business department to handle uh we would just need like a new company like do you have like a letterhead like with the new um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It just has to be like official if you will please so that like it it seems like legit so that we know that we're.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In fact, doing the right thing for your agency to get the name change and for documentation purposes, but yeah, yeah you can send that to us and we can do that.
[CUSTOMER][POSITIVE] Yep, got it.
[CUSTOMER][POSITIVE] All right, thank you. I appreciate it.
[AGENT][POSITIVE] Of course, yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks.