AccountId: 011433970860
ContactId: 2f5f4663-0a59-4d70-8ee7-d43e5d3d0f19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143479 ms
Total Talk Time (AGENT): 67921 ms
Total Talk Time (CUSTOMER): 56855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2f5f4663-0a59-4d70-8ee7-d43e5d3d0f19_20250115T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, good morning. I'm with the broker's office out of [PII] and we've got a client that currently has coverage with you all, so we're gonna become the broker, but I think we need to get our brokers appointed. Can you point me in the right direction?
[AGENT][NEUTRAL] Sure, and who am I speaking to?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK [PII] and who will be the broker for this?
[CUSTOMER][NEUTRAL] The broker will be [PII], uh, with, we're with Alliance.
[AGENT][NEUTRAL] OK, just a minute, let me check and see. It's [PII]
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][NEUTRAL] OK, just one moment, let me check and see what we have on him.
[CUSTOMER][NEUTRAL] I don't think we're appointed cause neither one of us had, didn't, had heard of you yet.
[AGENT][NEUTRAL] OK, and what group is this for [PII]?
[CUSTOMER][NEUTRAL] Um, so two groups, one's called Action Trucking and one's called Casco Hauling and excavating. They're owned by the same person.
[AGENT][NEUTRAL] OK, what the process normally is is once we receive the AOR.
[AGENT][NEUTRAL] We'll send the notice to the current broker and that's when we'll send out the appointment paperwork to the new broker if they're not appointed um just when you send those in, make sure they're on the company letterhead have a current date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] List [PII] as the new agent of record.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And it must be signed by an officer or owner of the company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I think I have all that and where do I send that?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Where what email do I send it to?
[AGENT][NEUTRAL] Sure, so you'll send that to [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yep, all one word, so it'll be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, we'll send those over today.
[AGENT][NEUTRAL] Alright [PII], is there anything else I can do for you today?
[CUSTOMER][POSITIVE] That's it. Thank you so much for your help.
[AGENT][POSITIVE] Uh, you're quite welcome. Thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Um, bye-bye.