AccountId: 011433970860
ContactId: 3893e2de-3ca6-4041-9e96-290ecd87cf18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291579 ms
Total Talk Time (AGENT): 114048 ms
Total Talk Time (CUSTOMER): 155897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3893e2de-3ca6-4041-9e96-290ecd87cf18_20250401T20:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Hi, I'm well, [PII] how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. So I have a gentleman on the line. His name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] His callback number Morgan is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he is with a company called Seminario Securities.
[CUSTOMER][NEUTRAL] The first word is S E M I.
[CUSTOMER][NEUTRAL] N A R I O Securities and he was wanting to speak to someone about how to go about getting a proposal for their group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They do not they're not currently with APL.
[AGENT][NEUTRAL] OK, do you know where he's out of like state wise?
[CUSTOMER][NEUTRAL] I would, I would say [PII] based on that phone number.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm guessing. That's a straight guess, but
[AGENT][NEUTRAL] Yeah you can you can send them to me if you want we're just gonna have one of our um if it is [PII] then NAS is gonna reach out to them and they'll kind of do the, yeah the scrubbing part of it if you will like figure out who he is, figure out his company, and then we'll go from there but yeah I just really I just needed this information and I can send it to him but I can also tell him that I'm gonna send it to.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that would be great if you would tell him he's really nice, but yeah, uh, again, I didn't ask him, um, you know, where they're located, but when he gave me his phone number I just kind of assumed it's probably [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] That's OK. I can.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] OK, alright, well thank you very much. Have a nice evening, [PII].
[AGENT][POSITIVE] Yes, you too. Enjoy.
[CUSTOMER][POSITIVE] Thank you, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? Good afternoon.
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] I'm well, I'm doing good. Um, I'm sorry, I'm having some issues with my phone. Give me one moment please.
[AGENT][NEUTRAL] Oh, you're OK.
[CUSTOMER][NEUTRAL] Sorry about that. Um, I'm doing well, thanks. I was giving you a call because um I wanted to inquire of the possibility to get a proposal for a gap coverage for our company.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Want to see how that
[CUSTOMER][POSITIVE] Uh, that works.
[AGENT][NEUTRAL] Yeah, um, what state are you out of?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] great OK we actually have sales representatives that um we can I have all of your information um [PII] gave it to me when we were speaking before um I can if I can get a good email address I will send this over to our sales representatives and they will reach out to you and they will um go from there with getting you a gap proposal.
[AGENT][NEUTRAL] Does that sound OK?
[CUSTOMER][POSITIVE] Um, perfect. So let me give you, yeah, uh, let me give you my email address, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So it's a little long. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Then the word [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then she said your first name was [PII] Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][NEUTRAL] And then spell your last name one more time for me. I want to make sure that I got it.
[CUSTOMER][NEUTRAL] Yeah, so [PII]
[AGENT][POSITIVE] Perfect. OK, I will get this information over and they will be reaching out soon and then we can go from there OK?
[CUSTOMER][NEUTRAL] Perfect, can you give me the name of just the, the insurance agent so I can note it down here just so I can expect that call or an email?
[AGENT][NEUTRAL] Yeah, it should come from national agency solutions so it's NAS. I'm gonna send it to our [PII] team um but yeah it should come from NAS.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah of course I hope you have a great day and don't hesitate to call us back, OK?
[CUSTOMER][POSITIVE] Will do. Take care. Bye bye.
[AGENT][NEUTRAL] You too bye.