AccountId: 011433970860
ContactId: 308a0f35-8d0a-4beb-bc0a-bdc18a08ffaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306350 ms
Total Talk Time (AGENT): 107631 ms
Total Talk Time (CUSTOMER): 119161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/308a0f35-8d0a-4beb-bc0a-bdc18a08ffaf_20250306T20:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Hey, I'm wonderful. um, I was hoping you could help me verify a broker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it looks like they said they said in the email that they're not the [PII] on record, they're just assisting, um, and it looks like it's [PII] with [PII], and I just wanna make sure that's under national agency solution.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], is it spelled [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put you on hold for a brief moment.
[CUSTOMER][POSITIVE] OK, yeah, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So it's.
[AGENT][NEUTRAL] yeah
[AGENT][NEUTRAL] I mean there's
[AGENT][NEUTRAL] I would just let her know that just.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, so I'm looking in line as well in [PII] and I am not seeing a [PII]. Um, do you know if maybe you guys by a different name or?
[CUSTOMER][NEUTRAL] Well, I think I'm like blind, but I read it wrong. It's [PII]
[CUSTOMER][NEUTRAL] But I don't know if
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I'm still not pulling anything up in regards to that name.
[CUSTOMER][NEUTRAL] OK, I'll just send him an email back and let him know that I need it to come from somebody on record with the company or the group rep.
[AGENT][NEUTRAL] OK, do you have the group number by chance?
[CUSTOMER][NEUTRAL] Um, it's 258-86.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You said 28.
[CUSTOMER][NEUTRAL] 258-86 Anderson [PII].
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it looks like the agent that we have is [PII].
[CUSTOMER][NEUTRAL] OK, yeah, he like, he says in his email like we're submitting this on behalf of the broker the courtesy and we're not the GA on record, so like I think he knows that it could get bounced back because he's not on record.
[AGENT][NEUTRAL] OK, yeah, I would um.
[CUSTOMER][NEUTRAL] Oh, if the broker CC'd in the email, can I use it or does it have to come because [PII] is CC'd in the email.
[AGENT][NEUTRAL] Let me, let me put you on hold real quick.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] So she
[AGENT][NEUTRAL] They wanna make sure that he's the broker like they can talk to him and they have this guy.
[AGENT][NEUTRAL] And they're doing
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And ask her to
[AGENT][NEUTRAL] What if they work.
[AGENT][NEUTRAL] OK OK but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah, I am.
[AGENT][NEUTRAL] OK, is [PII], does she or he work with the same um agency as [PII]?
[CUSTOMER][NEUTRAL] I don't, I mean, I don't know his, so JME's domain name is [PII] and the [PII] settles is blanket Risk.
[AGENT][NEUTRAL] OK, that's what that's the email that we have in our system. It's the [PII].
[CUSTOMER][NEUTRAL] It looks like a bla, yeah.
[CUSTOMER][NEUTRAL] OK, this one is like info at Blanket Risk, but it has [PII]'s name with it, and then [PII] [PII] and then [PII] [PII] and they're all CC'd but who actually sent it is [PII] and he's with AM wins and I don't know who they are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I would maybe just wait for [PII] to or [PII] to send you a confirmation to release that information.
[CUSTOMER][NEUTRAL] OK, I'm gonna um send an email back to [PII] and [PII] and just ask [PII] if he will um confirm this request so I can process it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, that sounds good.
[CUSTOMER][POSITIVE] OK perfect hey thank you so much I appreciate everything you do.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah you as well thank you.
[CUSTOMER][POSITIVE] My pleasure, take care.
[AGENT][NEUTRAL] Bye.