AccountId: 011433970860
ContactId: 299c801c-47fd-4011-8c2c-27479dbb49e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383299 ms
Total Talk Time (AGENT): 170382 ms
Total Talk Time (CUSTOMER): 164637 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/299c801c-47fd-4011-8c2c-27479dbb49e1_20250402T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, my name is [PII]. I'm with the broker's office, uh, employee benefits broker's office, the James Group, and we have APL listed as one of our contacts, but I'm trying to update so that we can make sure we have the most recent information. So uh this number is broker services, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, what email would I send uh RFP to? Is it still [PII]?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You so you send your own request for proposals, is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah, who do we send them to? We had [PII] [PII], but we also said we also had.
[CUSTOMER][NEUTRAL] Send RFP copy and copy Mac Grill and also so is he still there?
[AGENT][NEUTRAL] Hm. OK. Uh, I would just
[AGENT][NEUTRAL] Macro, no, that does not sound familiar.
[CUSTOMER][NEUTRAL] Yeah, his email bounced back that's why yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, if you let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like a sales rep.
[AGENT][NEUTRAL] Yes, let's, if you wanna send it to um.
[CUSTOMER][NEUTRAL] Maybe yeah
[AGENT][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] Oh, [PII] uh huh.
[AGENT][POSITIVE] Um, and that will be a good, a good starting point, and we can direct you from there.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, not SE dash sales, but just sales.
[AGENT][NEUTRAL] Um, let's see. Let me put you on a brief hold, OK? Let me do some digging on this, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Is there a SE sales?
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Have you ever heard of SE sales?
[AGENT][NEUTRAL] SE sales.
[AGENT][NEUTRAL] So this lady is saying that she sends her own request for proposals and sends it to SE sales.
[AGENT][NEUTRAL] So I gave her the sales one and she said a mat she used to copy on it and I'm like I don't even see a few sales.
[AGENT][NEUTRAL] Yeah, that's OK so.
[AGENT][NEUTRAL] OK, then I'll just tell her to go to the sales at a public.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][NEUTRAL] OK, so yes, just send it to the [PII] instead of the sales.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'll take SE off. OK, OK, so that helps and do we copy can do we copy a sales rep because we were copying [PII], but he's no longer there.
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Um, yeah, no, um, normally you just would copy the, the primary broker on the group, um, and that's who you typically, um.
[AGENT][NEUTRAL] Would include and then the the sales would handle it.
[CUSTOMER][NEUTRAL] OK, see, that's the thing we don't know because we are a broker firm and we send our RFPs for like the supplemental products that you thought you do or the med gap insurance for our clients so we just didn't know if there was a specific sales rep that we would talk to as well when if we got the quote back from from you all, is there a direct contact that we would go and go over it with.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It would be the [PII] so if you have any questions on it, they would be able to answer it.
[CUSTOMER][NEUTRAL] OK, so it's nobody in particular that we go to.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Oh, so we don't have a direct we just have to call broker services if we get a quote and you all will go through it with us.
[AGENT][NEUTRAL] Yes, yes, so, um, each like section of our of the United States basically has a broker resources, um, person tied to it and so that person, um, we would do we distribute that email accordingly so some of.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right, and where's the Southeast, so who would that be?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, OK, so you said you were with James Group, correct?
[CUSTOMER][NEUTRAL] Right, the James Group LLC.
[AGENT][NEUTRAL] OK, let me, let me see this really quickly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's why we had Southeast.
[AGENT][NEUTRAL] Yeah, I don't
[CUSTOMER][NEUTRAL] Deal.
[AGENT][NEUTRAL] Would the emails go through or were they bounce back?
[CUSTOMER][NEUTRAL] Oh, I didn't try it. I'm just trying to update it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I know [PII]'s bounced back because I was trying to contact him.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Do you have a group number for um the like just one of the groups that you guys have?
[CUSTOMER][NEUTRAL] No, we don't have any current groups um yet so that's why I was calling because if we were to send out we wanna make sure we send it to the right place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state are you out of?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] OK, if you wanna copy [PII] on it.
[CUSTOMER][NEUTRAL] [PII], OK, uh huh.
[AGENT][NEUTRAL] Her, her, yeah, it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], do you have a phone number for her?
[AGENT][NEUTRAL] Um, her phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, been most helpful. OK, thank you you too bye bye.
[AGENT][POSITIVE] Yes, alrighty, have a great day. Bye bye.