AccountId: 011433970860
ContactId: 3d2bb35a-9e7f-483f-ac3e-171c5803bbed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254539 ms
Total Talk Time (AGENT): 102486 ms
Total Talk Time (CUSTOMER): 118845 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/3d2bb35a-9e7f-483f-ac3e-171c5803bbed_20241231T14:36_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] at um Alexander and Grape Insurance Agency. Um, I'm just calling to talk to somebody about um getting the principal agent um he's retiring [PII] changed to me, [PII], and she said that she didn't see me, um.
[CUSTOMER][NEUTRAL] As being appointed, but I just looked up my appointment online with the state and I am appointed with American Public Life. She was supposed to like email me all the stuff to sign up for it.
[CUSTOMER][NEUTRAL] And I signed up for [PII] I have all the paperwork from doing that.
[AGENT][NEUTRAL] OK, OK, tell me your last name again.
[CUSTOMER][NEUTRAL] With an agent number [PII]
[CUSTOMER][NEUTRAL] Do you need the agent number I was assigned at the time?
[AGENT][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] Oh, hold on just a second. I'm sorry. Sorry, sorry, sorry, I didn't.
[CUSTOMER][NEUTRAL] I have OK.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] I have 16757016.
[AGENT][NEUTRAL] And who said that you weren't appointed? I'm sorry.
[CUSTOMER][NEUTRAL] Um, I don't know, I was just talking to some lady and she said I was not appointed with APL and it's on my, um, state.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, site that I am.
[CUSTOMER][NEGATIVE] So I don't wanna go through all that stuff again if I don't need to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, I show that you're um that you are.
[AGENT][NEUTRAL] Appointed with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, and so I need to get me changed over to um the agent of record for both our group, the 17,220.
[CUSTOMER][NEUTRAL] And our other client, um, CW Fisher Electric, which is 17222.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we have to go through a um an AOR change process so that would need all of the details for that would need to be emailed to us, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I believe we would need is are you guys from the AOR that's being changed from are y'all in the same like department like the same agency? OK.
[CUSTOMER][NEUTRAL] Yeah we're in the agent's office.
[CUSTOMER][NEUTRAL] We are the agency as well.
[AGENT][NEUTRAL] OK, so yeah if you could just put that in an email of what is needing to be done with the group numbers um changing um of course we can't do that over the phone and then we can get that process started.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do I need to send in like um do you guys have like the current um.
[CUSTOMER][NEUTRAL] Um, what do you call that?
[CUSTOMER][NEUTRAL] The document that you always ask for every year our liability.
[AGENT][NEUTRAL] The GCF like the oh the uh trying to think we asked for.
[AGENT][NEUTRAL] So there's like the ENO or um
[CUSTOMER][NEUTRAL] Do you need anything?
[CUSTOMER][NEUTRAL] Yeah, the ENO, the ENL.
[AGENT][NEUTRAL] Yeah, if you have an updated one like if you've renewed it, if you could send us a copy of that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That would be great because we could send that to our um.
[AGENT][NEUTRAL] Our, uh, agent appointments department.
[CUSTOMER][NEUTRAL] I think I did that already, but I'm not, I don't remember because it's sent in like November or September. I did it. I forget when but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you might just attach it, yeah, just in case if they, if they question it, yes, for sure.
[CUSTOMER][NEUTRAL] Maybe we should just do it just in case.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send with ENL OK.
[CUSTOMER][NEUTRAL] So email [PII] with the request.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep, everything that you're needing to do and then if we need anything else well of course we'll have your email and we'll um we'll send something back but um we'll just start the process of changing the groups over to you.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][POSITIVE] Of course, I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thanks, bye.