AccountId: 011433970860
ContactId: 415c0edd-f06d-496d-ae5b-bd1dc3729a68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1315160 ms
Total Talk Time (AGENT): 331581 ms
Total Talk Time (CUSTOMER): 316556 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/415c0edd-f06d-496d-ae5b-bd1dc3729a68_20250422T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][NEGATIVE] I'm good thanks um I am actually trying to go through the no more forms um platform to get appointed and I keep getting a message to change my password that it's expired.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Does that give you the option to change it?
[CUSTOMER][NEUTRAL] And I tried that and then it did it again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. And who am I speaking with?
[CUSTOMER][NEUTRAL] I don't know if I'm doing something wrong. This is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, no more forms. I've not been out there in a while. Give me just a second.
[AGENT][NEUTRAL] Let me make sure we have here because it will come to your I believe it comes to your email address. Let me make sure what we have on file. Give me just a second.
[AGENT][NEUTRAL] [PII] let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we have let's see, what is your email address?
[CUSTOMER][NEUTRAL] Oh, actually I got to a different page this time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it will work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I changed the password again and um.
[CUSTOMER][NEUTRAL] It worked this time to send me to a different page, yeah, um.
[AGENT][NEUTRAL] It's working now. Oh, OK.
[AGENT][NEUTRAL] Maybe it just maybe there's a delay or something.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][POSITIVE] And if you don't mind, just a second just to make sure I get past the next screen and awesome thank you.
[AGENT][NEUTRAL] Mm, oh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] How long have I lived in my current residence?
[CUSTOMER][NEUTRAL] It doesn't have to be exact, does it?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and commissions will go through the broker, so I'm putting in [PII] and [PII] information, correct?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh gosh, what is the?
[CUSTOMER][NEUTRAL] Phone number here I know my phone number but not the direct phone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No no bankruptcy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I do have um at the age of [PII] I did have a DUI that is one of the questions on here but I don't have those court documents.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I have no idea. That's a good question. I don't know if you does it ask you to submit them?
[CUSTOMER][NEUTRAL] Uh yes, it says other than a minor traffic violation, have you ever in all caps been convicted of, um, and then.
[CUSTOMER][NEUTRAL] If yes, please attach copies of court documents which I don't have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let me see, I think you could, well, I'm gonna let you go past that, but click and see if it lets you go past it because maybe that's something you can obtain and submit afterwards.
[CUSTOMER][NEUTRAL] Can I click
[AGENT][NEUTRAL] Let me see on here.
[CUSTOMER][NEGATIVE] Things you do at [PII] that you don't realize they're gonna come back and haunt you at [PII].
[AGENT][NEUTRAL] Oh, I know, I know, I know.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] We don't think when we're younger. I have my, my own issues. I get it.
[CUSTOMER][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her [PII].
[AGENT][NEUTRAL] Everybody's away. Did it let you go past the screen?
[CUSTOMER][NEUTRAL] Well, should I say yes or should I say no?
[AGENT][NEUTRAL] Um, well, what's the question?
[AGENT][NEUTRAL] Read it, read me the question.
[CUSTOMER][NEUTRAL] It's, it's, have you, other than a minor traffic violation, have you ever been convicted of pled guilty or no test to or served probation for any offense, including DUI, DWI or involvement with legal substances?
[AGENT][NEUTRAL] Ever
[AGENT][NEUTRAL] So yes, because, yeah, I mean, I miss, OK.
[CUSTOMER][NEGATIVE] Illegal, not legal.
[CUSTOMER][POSITIVE] And then if yes please attach or well I'll say yes because I'm not gonna lie.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My resident state [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh gosh, I have to like use my mouse to sign this.
[CUSTOMER][NEUTRAL] OK, well, that's gonna have to work.
[CUSTOMER][NEUTRAL] Oh, I can sign by typing much better.
[CUSTOMER][NEGATIVE] They're gonna question my sobriety if I had to sign it with my mouth.
[AGENT][NEUTRAL] Right. It'd be hard to do.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it would.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Background investigation signed by typing.
[CUSTOMER][NEUTRAL] I completed one for um a different carrier this week and they did the background it was fine they didn't ask for any.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any documents or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So hopefully because that would be quite the pickle having to go back and find that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And then this is for.
[CUSTOMER][NEUTRAL] I have to quickly pull up the bank information.
[CUSTOMER][NEUTRAL] OK, bank name.
[CUSTOMER][NEUTRAL] I think I'm almost done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for being patient.
[AGENT][NEUTRAL] Oh yeah, you're fine.
[CUSTOMER][NEUTRAL] OK, this is assignment of commissions.
[CUSTOMER][NEUTRAL] OK, this is basically saying that I'm assigning the commissions to be paid to [PII] is, is that right? the assignment of commission form.
[AGENT][NEUTRAL] Right, is that how do you guys have it? Yeah, is that how you, yes, is that how you guys have it worked out? Yes, mhm.
[CUSTOMER][NEUTRAL] Yes, yes, yeah.
[CUSTOMER][NEUTRAL] Yep, they take it then they disperse.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Today is the [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Under the assignee uh for signature and name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want to be clear who I need to put in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to put in our commission contact or?
[AGENT][NEUTRAL] Mm, I have not had to fill out the commission piece. Hang on just a second. Let me, I was trying to see if [PII], she's away from her desk. She's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Probably more familiar with this than I am. Let me ask her one second see if I can get her.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh she is here.
[AGENT][NEUTRAL] OK, so what is it asking you? It's asking for the signature piece for?
[CUSTOMER][NEUTRAL] Yes, for the um assignment of commissions page so under assignor it would put myself that I'm assigning it to the assignee which would be Jeffcode and Jeff code there's um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do I need the commission?
[CUSTOMER][NEUTRAL] Contact person put in there or do I just need one of the owners put in there?
[AGENT][NEUTRAL] Oh, I would say it's probably just the agency. Let me, let me ask her real quick. Hold on just one second.
[AGENT][NEUTRAL] Let me put you on hold for just a second.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][NEUTRAL] OK, so for the contact it would be, yeah, I would put the owner of the agency.
[CUSTOMER][NEUTRAL] As the for the signature and then and the name or?
[AGENT][POSITIVE] I thank for that.
[CUSTOMER][NEUTRAL] Since it's going to be paid to the company.
[AGENT][NEUTRAL] OK, asking for asking them again, asking for the contact.
[AGENT][NEUTRAL] Person and signature. Mhm.
[CUSTOMER][NEUTRAL] We could ask for a signature.
[CUSTOMER][NEUTRAL] And then it says assignee, then there's a box for a signature, then name and title.
[AGENT][POSITIVE] Or I need screenshots of this stuff. It's so funny. I need to.
[AGENT][NEGATIVE] Oh my goodness, a signing name and fight off. No, it's OK. It's just, uh, what a mess on the commission piece.
[CUSTOMER][NEUTRAL] Yeah sorry I send it to you.
[AGENT][NEUTRAL] I'm just it might be easier for me to call me just call her. Hang on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, can you hear me? Sorry, um, I've got [PII] on my line, and she's filling out the no more forms. Um, [PII] sent her out the appointment information yesterday, and anyway, she's on the I've never done the commission piece. She's asking questions on the commission piece like she said everything's gonna go to the agency, but it's asking for a contact and signature for the assignee.
[AGENT][NEUTRAL] You know what, I can't, I don't have screenshots. I don't know what she's looking at.
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was looking on, me too, and I can't find, cause I know we went through that training, and I was like, where are my documents?
[AGENT][NEGATIVE] This violence somewhere.
[AGENT][NEUTRAL] Because she's with Jeffcoat and Jeffcoat or whatever I guess and she said it's gonna be paid through them and then they'll disperse it.
[AGENT][NEUTRAL] So I was thinking the contact person would be the maybe the owner of Jeffcoat or I don't know.
[AGENT][NEUTRAL] OK, signing authority from the agency, OK.
[AGENT][NEUTRAL] Right, yeah, OK, whoever has authority to sign on behalf of the agency?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem. OK, yeah, I'll do that. That's not a problem. I'll do it. OK.
[AGENT][POSITIVE] OK, OK, thank you, bye.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sorry to keep you on hold for so long I cannot get a hold of the people that can answer this question for me. Um, can I call you back with this? I'm gonna have the person I need to speak with is away from her desk and also the com the commission licensing person is not available, so I'm trying to get a hold of her or one of the other people that can answer this question because I don't wanna give you the wrong information and then get completed incorrectly.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I said, will that work? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sure, I just have a meeting in about 10 minutes and so and I'll probably then be busy until like [PII] and I wanna get this out if I did put in um a signature for someone who's a representative that can sign and then the name be the actual business entity that the commissions are being assigned to, is it gonna kick back? Will it kick back?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] I don't think it will. I mean, I was told it has to be someone who has authority as the as the owner of the agency. That's the person that you need to put down whoever has signing authority on behalf of the agency, but I just, I don't know if it'll kick back if you, if it's wrong. I'm, I honestly don't know because I can't find anybody to answer my questions. I'm sorry, um, but that's somebody told me that that's what it's supposed to be the signee.
[CUSTOMER][NEUTRAL] If it's wrong,
[AGENT][NEUTRAL] Whoever has um authority to sign on behalf of the agency would be the contact and signature person, but I wanted to confirm that with our with someone I know specifically because I'm not familiar with that piece of it.
[AGENT][NEUTRAL] So can I call you back so that you don't, I don't want you to fill it out incorrectly.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, OK, he does have authority to sign who I'm putting in, um, so the only thing I have a question on is like the name if I'm putting, I'm putting in [PII] and [PII] because that's who would be receiving commission if it kicks back then I'll just.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] Corrected.
[AGENT][POSITIVE] OK, OK, sounds good, and I'll also try to find an answer and get back with you just to make sure.
[AGENT][NEUTRAL] If that's OK. Are you at [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That is um the actual he gonna give you my direct line um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Number [PII]. OK, perfect. I would go ahead and do that. Let me and then I'll check back with you. I've got a meeting I've gotta jump into you as well, so I'll ask while I'm on that meeting, um, and then get back with you, OK.
[CUSTOMER][POSITIVE] OK perfect thanks.
[AGENT][POSITIVE] OK, thank you. Talk to you soon. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.