AccountId: 011433970860
ContactId: 44e25d11-ef01-43cc-b1b9-3f42f28635c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271839 ms
Total Talk Time (AGENT): 117326 ms
Total Talk Time (CUSTOMER): 124788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/44e25d11-ef01-43cc-b1b9-3f42f28635c8_20250319T16:54_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]. Uh, my name is [PII]. I'm sorry, I have a little bit of laryngitis going on right now.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was calling to inquire about uh getting appointed with APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm currently a broker in [PII], um, based out of [PII], but I have an account that we currently have Aflac in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um someone with APL had went by and spoke with them and I'll, I'll be honest, APL is not one I'm familiar with. I do, you know, for the work site, um, mainly colonial, Aflac combined, um, principal, those types of companies, but, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They my my account reached out to me because you know we have a good relationship um but they were intrigued by the price difference of Aflac and APL um and they were you know open to looking at other companies um but they wanted me to stay as their servicing agent.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and also, you know, the brokerage that I'm at, there's, uh, about 7 producers there. So I mean if there's something that's new and, and good in the market, of course, you know, we wanna kind of learn about it.
[AGENT][NEUTRAL] Yeah, absolutely. um, let me put you on a brief hold um and see how you can get appointed, um, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Contact her
[AGENT][NEUTRAL] What we can do
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and will [PII] be reaching out to her for the appointment paperwork or will we be sending it or [PII] be sending it? Because there's also 7 other people in her group that will want to get appointed.
[AGENT][POSITIVE] Um, she can send us all of their emails and contact information, and we can make sure that they all get appointment paperwork. OK, sounds good.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'm gonna take down your information and then that way our um broker partner can reach out to you and then we can also pass along um the appointment paperwork and I know that you said that there were 7 other producers in your office and if they wanted to get appointed as well um you can just email us back with that information of who wants to be appointed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And um I'm ready for whenever you are just for your phone number and your email.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK and your email?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] [PII]. OK. And let me just make sure I have your email correct. It's [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, perfect. Alrighty and um someone by the name of [PII] will is our partner broker and he will be reaching out to you and then we will also be reaching out to you for that appointment paperwork um and so we can get that process started.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.