AccountId: 011433970860
ContactId: 41a716ce-bded-463e-8291-ce043bafd306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415059 ms
Total Talk Time (AGENT): 146449 ms
Total Talk Time (CUSTOMER): 132268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/41a716ce-bded-463e-8291-ce043bafd306_20250408T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. Um, I'm calling from an agent's office and um we have a company that wants to appoint us as your agent of records, and I need to know if my boss's license still effective with you, if the appointment's still active.
[AGENT][NEUTRAL] OK. Let me take a look real quick.
[AGENT][NEUTRAL] Um, and what is your last name and, and would you mind spelling it for me?
[CUSTOMER][NEUTRAL] Oh, yeah, no, that, I, I'm, I'm his assistant, but my last name is [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So would you be the agent then that they would be appointing or would it it would be another agent?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] It's OK. Let me, let me explain. I'm his assistant. I'm not the agent. I can, I can spell the name, and also, let me tell you, maybe that will help you. I also have a, a number for him, an agent number for him. So I can, I can help you with either one. I, if you prefer the last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let's let's do the agent number because that will find him exactly what's the the number?
[CUSTOMER][NEUTRAL] 3180175
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And what is his um first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um, that didn't pull him up. Well, let's try his last name. What's his last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm just gonna make sure I have it correctly. [PII].
[CUSTOMER][NEUTRAL] Well, no, the, the, after the [PII], it's [PII] [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct. It's
[AGENT][POSITIVE] And then [PII]. OK, OK, perfect. Let me try that.
[CUSTOMER][NEUTRAL] C as in cat
[CUSTOMER][NEUTRAL] For the last school.
[AGENT][NEUTRAL] [PII], um, it looks like he is still appointed with us.
[CUSTOMER][NEUTRAL] Oh, perfect. All right. So now, um, in order to have this AR approved, uh, do you have a standard form or do how, how do we do it?
[AGENT][NEUTRAL] Yeah, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So they can email us the letter correct?
[AGENT][NEUTRAL] What the letter
[AGENT][POSITIVE] OK perfect OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Ma'am, are you still there?
[CUSTOMER][NEUTRAL] I'm still here, yeah.
[AGENT][NEUTRAL] OK perfect so um in order to start the AOR process um we need a letter on the group's letterhead um and it needs to include the name of the group.
[AGENT][NEUTRAL] Um, address to APL.
[AGENT][NEUTRAL] Signed by the authorized person.
[AGENT][NEUTRAL] The effective date.
[AGENT][NEUTRAL] And the full name of
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on a second, the phone.
[AGENT][NEUTRAL] And then the full name of the broker.
[CUSTOMER][NEUTRAL] OK, I missed one. After you said the name of the group, you said something and I didn't.
[AGENT][NEUTRAL] It needs to be addressed to APL.
[CUSTOMER][NEUTRAL] Oh, I just to you. OK. Can I have the address, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, if you wanted to send it to us via email we can do that um if that's easier for you.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][POSITIVE] OK, OK, perfect. It the email is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then after [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Oh, probably.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, got it. Perfect. OK, so I'll, I'll do that then and then I'll just email it. Thank you very much.
[AGENT][POSITIVE] OK, sounds great thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.