AccountId: 011433970860
ContactId: 388bb578-3180-4a91-9c00-58c78500f607
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108339 ms
Total Talk Time (AGENT): 44717 ms
Total Talk Time (CUSTOMER): 71252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/388bb578-3180-4a91-9c00-58c78500f607_20250320T19:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] at Assured Partners of Illinois.
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] We have a, uh, hey, doing good, thanks. uh, we have an agency in [PII] that we just acquired uh called Coyle Kylie Insurance Agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so it looks like they have a group with you with some possible individual policies here under them, um, all being paid to Coyle Kylie Insurance Agency. I just need to see how I can get that name changed, um, and updated. Uh, they'll now be like a DBA, like a assured partners DBA Coil Kylie, um, how can I get that, uh, changed or who can help me with that?
[AGENT][NEUTRAL] So you just need to update the actual insurance agency's name?
[CUSTOMER][NEUTRAL] Yeah, yeah, so currently it's being paid to Coyle Kylie Insurance Agency and now it'll be assured Parts of Illinois DBA [PII] Kylie, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, so it's not like a an AOR situation where you're switching agents, correct? I just wanna make sure that I'm.
[CUSTOMER][POSITIVE] Uh, no, we acquired the entire agency and all, all of their producers, all of their agents, yep.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Got you. OK, yeah, if you just wanna send us an email at [PII].
[AGENT][NEUTRAL] And just explain the situation. Go ahead, go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, [PII] at uh what was it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and just uh maybe the bill of sale, a copy of the statement and what we're doing.
[AGENT][NEUTRAL] Yeah, just explain.
[AGENT][POSITIVE] Exactly, yeah, exactly just explain the situation and then we can send that over and get that processed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Of course, I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][POSITIVE] Thanks bye.