AccountId: 011433970860
ContactId: 23a1c928-3188-4f17-9b54-a845263df86a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265559 ms
Total Talk Time (AGENT): 125061 ms
Total Talk Time (CUSTOMER): 165596 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/23a1c928-3188-4f17-9b54-a845263df86a_20250624T20:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, perky person, it's uh [PII]. How are you?
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEGATIVE] You know, fighting the fight, that's all I can tell you because these calls may be monitored for quality control purposes. Oh jeez.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] You better quit.
[CUSTOMER][NEUTRAL] Big Big Brother is always listening and hey um I need an invoice uh for PRD and tell me when you're ready.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll write it down. What is it?
[CUSTOMER][NEUTRAL] 2 yeah 258-86.
[CUSTOMER][NEUTRAL] 258-86, it's called Anderson Moore Construction Company. My voice can still work.
[AGENT][NEUTRAL] Alright, give me
[AGENT][NEUTRAL] OK, give me like 2 seconds cause my on base is not um open, so give me, it's gonna pull up and then I'll can pull it for you.
[CUSTOMER][POSITIVE] Alright, yeah, it's all good. This should be my last call. I've, I've worked so hard in the last 17 minutes. I must have got at least 22 calls. I'm done, yeah.
[AGENT][POSITIVE] My gosh.
[AGENT][NEUTRAL] Yeah, you should just, you should throw in the towel at this point.
[CUSTOMER][NEUTRAL] Yeah, I still get Amazon packages at my front door thanks to my wife. I know, throwing in the doll.
[AGENT][NEUTRAL] Oh my [PII], then you need to get that. Yes, you're doing OK otherwise then?
[CUSTOMER][NEUTRAL] Yeah, yeah, things are good. I'm, I treat every day like 4th quarter, so I, I'm, um, I've been helping these brokers for like 3 years being their GA, but I don't think I've told you this already. I don't think anybody knows how to close the deal anymore. All the old people have retired and they no nobody's teaching the new people. And, um, I just landed, I just landed two, you know, small groups, like a 40 person group and a 100 person group, but
[AGENT][NEUTRAL] Yeah, I feel that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Nice.
[CUSTOMER][POSITIVE] I think I just might just go independent again.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second, let me get um.
[CUSTOMER][POSITIVE] Yeah, it's all good. Yeah, I got one broker that hasn't opened up a group in like 2 years. I don't even know how he stays employed.
[AGENT][NEUTRAL] An email.
[AGENT][NEUTRAL] What?
[CUSTOMER][POSITIVE] Yeah, it's incredible.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, well I'm gonna send you a.
[CUSTOMER][NEUTRAL] Things that make you wanna go, hm.
[AGENT][NEUTRAL] Oh yeah, I mean, they need to. What's your, I know you have several. What are we, [PII]?
[CUSTOMER][NEUTRAL] What? What are you gonna send?
[CUSTOMER][NEUTRAL] Yeah, they would, yeah.
[CUSTOMER][NEUTRAL] Yeah, I know. Yeah, let's just do [PII] Yeah, [PII] Insurance, I spelled [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] And what are you sending me over the invoice itself?
[AGENT][NEUTRAL] Yeah July's invoice.
[CUSTOMER][NEUTRAL] Yeah, yeah, do you, I'm just asking, and I mean nothing by it, uh, because it's really been, yes, it's been 24 days since they unveiled this. One of the, when are we gonna be able to download invoicing do you have a meeting about that, uh, every Monday or something, or?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, well, so it is IT and they are working on it, but we, yes, we actually just got out of a meeting and we actually have a meeting every Friday with IT and I did yell and stress the fact that the invoices should be top priority. So, um, yes, downloading and paying. Well, no, exactly, yeah, exactly.
[CUSTOMER][NEGATIVE] Yeah, I know. Well, that's what pays you guys, you know, no invoices, nobody pays, yeah, right, uh right.
[AGENT][NEUTRAL] Yeah, no, 100%, but it is.
[CUSTOMER][NEGATIVE] Yeah, it's probably all [PII]'s fault in the seller.
[AGENT][NEUTRAL] It might be [PII]'s fault, um, but yes, they know I
[AGENT][NEUTRAL] Yeah, I, this, the OSC has been um something that I've
[CUSTOMER][NEUTRAL] Yeah, I know, don't say it you're a W-2 employee. Yeah, I know, I know we'll we'll all laugh.
[AGENT][POSITIVE] Yeah, well, it's just been something that I've been, yeah, really like trying to take care of because I hate that like the brokers and groups are being insured and agencies are being affected by this, and it and it should be good, and it will be good. It's just I have been doing, we just gotta get over the hurdle, yes, yes, but I am advocating, I promise, so.
[CUSTOMER][NEUTRAL] Yeah well, yeah, we just gotta get over the hurdle, yeah, another 2 weeks maybe.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEGATIVE] No, no, hey, look, if heads haven't rolled yet, somebody's had had a role on this. You know, they've been, I'm just saying, I remember on the president's cruise 7 years ago, the old man who used to run the place says, well, we're, we've been working on it 2 years, and my kid from Amazon goes, 2 years, we could do it in 2 months. I go, please don't tell him that. So it's been 7 years in the making. What are you gonna do?
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, uh, we're, we're getting there. Promise. You too. Enjoy your day. Bye.
[CUSTOMER][POSITIVE] OK. All right. You'd be good.
[CUSTOMER][POSITIVE] I know, right, bye. Thanks you.