AccountId: 011433970860
ContactId: 3c4f3969-1378-4264-8c40-53b7a00e0f65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635809 ms
Total Talk Time (AGENT): 390774 ms
Total Talk Time (CUSTOMER): 262581 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3c4f3969-1378-4264-8c40-53b7a00e0f65_20250506T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from the Riskini Group. We're an insurance agency in [PII], and we just got a client who currently has your coverage, and I was trying to work on getting a set up to be appointed because they want to give us the BOR. We got their medical, dental and vision with other carriers, but they also want us to set up their ancillary products with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or to have us be the BOR on those so I just trying to reach out to find out what we need to do to get this set up because I take care of all the appointments so I would actually be setting up someone else at our company.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so if you could just
[AGENT][NEUTRAL] Yes, what you, yeah, um, let's see, hold on just a second, let me get.
[CUSTOMER][NEUTRAL] Is there what can we do?
[AGENT][NEUTRAL] OK, and what, so what, what's the name of the, is this through an agency that you're with, or is this just independent? OK.
[CUSTOMER][NEUTRAL] Yes, our agency, our agency is Riskini Agency Inc and it's RES, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you spell that out? Sorry, OK, thank you, RES.
[CUSTOMER][NEUTRAL] B H I N I.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Say that one more time, sorry. R is R as in Robert, E as in Elizabeth? Mhm.
[CUSTOMER][NEUTRAL] R R
[CUSTOMER][NEUTRAL] Mhm. S as in Sam, C as in Charlie, H as in Harry, I, N as in Nancy, I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I got it right. I just wanna make sure. OK. Rostini and, and then, what was the rest of it?
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] We're training Agency Inc. OK.
[CUSTOMER][NEUTRAL] Agency Inc.
[AGENT][NEUTRAL] And what's the phone number there?
[AGENT][NEUTRAL] To the agency.
[CUSTOMER][NEUTRAL] Um, can I give you my phone number?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Um, because I'm the one that would typically, like I said, I set up all the appointments, so I'm guessing, uh, my number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] [PII] alright and do you know what's the name of that agent that you would be setting up?
[CUSTOMER][NEUTRAL] You mean the the client?
[AGENT][NEUTRAL] Um, so are you gonna be there, are you gonna be the agent? Uh-huh.
[CUSTOMER][NEUTRAL] Is that what you're oh no, I'm sorry, the agent. No, no, you're right, you're right. His name is [PII], and I might have already accidentally submitted it. I didn't see that there was a phone number until I thought I was pushing another button.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. That's OK. When you say submitted, did you already send something to us?
[CUSTOMER][NEGATIVE] There was a link online um just asking for a first name last name and I provided all his information but then I thought I was pushing a button for something else and then my screen disappeared so I don't know if it's submitted.
[AGENT][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. I mean, that's OK. That's OK. I mean, if you do it, then that, that's fine, we should get a notification. Let me just see if we get something that came through.
[AGENT][NEUTRAL] Do do do do do let me make sure it's not down in our
[CUSTOMER][NEUTRAL] And maybe it didn't go through, maybe it just jumped screens, so I thought I should call.
[AGENT][NEUTRAL] Yeah, yeah, I don't see anything. Yeah, I don't see anything out here, but it may, it may be in transmission too, so you just never know. So, OK. Um, his name is [PII]. What was his last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then well, like [PII] [PII]
[AGENT][NEUTRAL] Gradwell. OK, awesome. OK. OK. Phone number, and what state are you guys in? Or is he in licensed in [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the name of the employer group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It is, oh my goodness, I lost it um I'm not quite sure how to pronounce it. I think it's Euro optic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] E U R as in Robert, O.
[CUSTOMER][NEUTRAL] O P as in Paul, T as in Tom, I, C as in Charlie.
[AGENT][NEUTRAL] OK, Euro-optic. And do you know how many?
[CUSTOMER][NEUTRAL] I think it's well I it it has an LTD at the end.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Oh, LTD, OK, gotcha. OK.
[CUSTOMER][NEUTRAL] So it's your, yeah.
[AGENT][NEUTRAL] Euro-optic LTD, OK. And um how many lives, like how many insured?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, I think they have, I don't know how many is on your actual coverage, but they have 92 eligible for medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is one of our groups and you guys are taking it over basically, is that what you're saying?
[CUSTOMER][POSITIVE] Yes, we need to get the BOR and that's why I thought we need to get appointed and all that good stuff.
[AGENT][NEUTRAL] OK, OK. Got you. OK, yeah, yeah. OK, yeah, now I know. Sorry, I just, I mean, I knew what you were saying, but I was trying to get my brain is just trying to get get going this morning, sorry. OK, so yeah, basically it's an AR AOR change agent, so yes, you would need to send an email to the [PII], [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] If you did that on the website, it may be coming through, but sorry.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] No, it wasn't a website it just was like to put information so APL does that have to be capitalized?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just state that let me look this group up real quick. Give me just a second. I'm gonna get them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, I didn't know if I would need like an AOR letter from them.
[AGENT][NEUTRAL] They're just
[AGENT][NEUTRAL] Yeah, what we'll need is, um, yes, if they, if they, yes, I would send all the information that you have that you're the new agent, that you have a, you need to have an agent appointed because you're taking over this employer group and provide his name, information and all of that, and then one of our, you should get an email with all the appointments set up stuff that needs to be done.
[AGENT][NEUTRAL] Let me, let me look.
[CUSTOMER][NEUTRAL] OK, and do I need the actual AOR letter from the client? I should get that first before I send this email, correct?
[AGENT][POSITIVE] I would, I would, I would, I would get that, yes, I would absolutely do that, yes, that way, you know, that that's legit. Hold on one second. Yeah, I think me too. I want to make sure you get everything in. Let me just look at this group real quick though. I want to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to be thorough here.
[AGENT][NEUTRAL] It's in our system. Euro optic LTD, yeah, yeah, here it is just checking to see.
[CUSTOMER][NEUTRAL] I think they have a bunch of lines of coverage.
[AGENT][NEUTRAL] OK, so they are in our system, OK.
[AGENT][NEUTRAL] OK, yes, send over the, send over his name, agency, the letter from them stating that he's um gonna be the new agent of record for this group and send that all over so that we can start our process, um, and then he should, once we get that all vetted and everything, then an email should go out to him.
[AGENT][NEUTRAL] Or someone may reach out to him. One of our other broker broker managers may reach out to him as well, but he should get an email and everything once we get all that information in and review it, um, to set up the appointment so that he can be appointed and everything.
[AGENT][NEUTRAL] With the link, it will be a mhm mhm.
[CUSTOMER][NEUTRAL] Does that have to be, I'm just curious, yeah, is that a link that he could forward to me and I could complete for him or does he have to do that himself?
[AGENT][NEUTRAL] I mean, if he was to delegate that to you, that's fine. I just need to make sure that, you know, all his contact information is in there since, you know, he was the agent on record, especially with the commissions and stuff being tied to his email address and all of that. So, um, yeah, I mean if he wants you to fill it out for him, that's fine, he can definitely do that. You can fill it out for him as long as you're putting his information in there that that's between you and him.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, yeah, OK.
[AGENT][NEUTRAL] A lot of people delegate that, so yeah, we know.
[CUSTOMER][NEUTRAL] Yeah we yeah we typically handle that on their behalf um which is which is fine and and and then it can be set up so the agency is paid the commission, correct?
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, there'll be, there'll be forms like once we get, yeah, there there'll be like an agent appointment thing that's sent out and there's a form on there about the commissions. Um, so yeah, because we'll need his you know certificate and all that stuff, but there will be a commissions form saying if it's paid to the agency and who to contact and who the agency, you know, who the, who has authority as the agency to sign and all that, so there'll be answers for all of that. So yes, you can be good, you can go to the agency and then the agency pay the the agent.
[CUSTOMER][NEUTRAL] Because that's what we typically do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Since you had mentioned um the ENO, what is the address for APL because I'll work on getting the EONO right now. Sometimes it takes a day or two for us to get one from our carrier.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK. The email address?
[AGENT][NEUTRAL] For the address. Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, no, the mailing address because they have to look up.
[AGENT][NEUTRAL] Yep, hold on, hold on. I don't have that memorized. I still have that memorized.
[CUSTOMER][NEUTRAL] And is it just called APL?
[AGENT][NEUTRAL] Yeah, it's just called APL. It used to be American Public Life, but it's APL now, so hold on just a second. Uh, whenever.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] I can tell you it's [PII], [PII]. I'm just trying to get our street address, sorry. Um, OK, it's [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Like in [PII]?
[AGENT][NEUTRAL] Uh, [PII], yeah, [PII], yeah, sorry. Yes.
[CUSTOMER][NEUTRAL] [PII] City, [PII], and the zip code?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 12, can you tell is the client set up as like a direct bill or a self self self bill that's the word I want to use.
[AGENT][NEUTRAL] It's not, uh, I think it's, it's, it's on a file feed, so, mm mm mm I think comes through on a file feed is what I'm showing. Hold on a second, let me.
[AGENT][NEUTRAL] Yeah, everything's coming in on a file feed, so the group just sends over the the.
[CUSTOMER][NEUTRAL] Or something
[AGENT][NEUTRAL] The information, are you talking about for the enrollment?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's set up on a file feed from what I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well you've been extremely helpful. I greatly appreciate all your assistance.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're most welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that should be it, um, so we'll get this information and I'll get it mailed out, emailed out.
[AGENT][NEUTRAL] All right, we
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. OK, sounds great. You have a great day, [PII], and thanks for calling APL. Uh bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Good day. Bye.
[AGENT][POSITIVE] Thanks bye.