AccountId: 011433970860
ContactId: 4bb08284-684d-49f6-a634-c2f58d67c09d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465470 ms
Total Talk Time (AGENT): 151769 ms
Total Talk Time (CUSTOMER): 198404 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4bb08284-684d-49f6-a634-c2f58d67c09d_20250117T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII], and I am calling from a broker's office. Um, I'm just trying to get some information for a group that has recently come over to our brokerage. We share groups with USI. Um, I'm calling from digital insurance.
[CUSTOMER][NEUTRAL] And um we're being asked to enroll a member and I am afraid I have not worked with APL before. I need to get an enrollment form and confirm what lines of coverage they offer and all that fun stuff. Is that something you can help me with?
[AGENT][NEUTRAL] I can certainly try. OK, so, so.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So you're working with USI?
[CUSTOMER][NEUTRAL] Um, well, the group I believe that they BOR has changed over to digital insurance.
[AGENT][NEUTRAL] OK, what group are we talking about?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We are looking at they have group number 20253.
[CUSTOMER][NEUTRAL] And that client name is [PII] [PII].
[CUSTOMER][NEUTRAL] So obviously the first thing if you want to check if if that shows is USI or if that's transitioned to digital that may direct our conversation and cut it short but.
[AGENT][NEUTRAL] It, it will, but my system is just wanting to take its time today. There we go.
[CUSTOMER][NEUTRAL] Oh, it's a Friday. Let it take its time.
[AGENT][NEUTRAL] Uh no, I'm ready for Friday to be over with. I wanted to just move on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let's see where we are in the process here.
[CUSTOMER][NEUTRAL] And I am so sorry, can I get your name again? Because it is Friday and it has been a week.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, that's fine. My name is [PII]
[CUSTOMER][POSITIVE] Yeah, thank you so very much.
[AGENT][NEUTRAL] And when was this AOR sent in?
[CUSTOMER][NEUTRAL] I do not know. I am a mere servicing gerbil at the end of a long line um it sounds like then that that um has not changed as of yet it still reflects OK.
[AGENT][NEUTRAL] It has, it has not.
[AGENT][NEUTRAL] So, um, first things first, we're gonna have to get the AOR. The AOR, the letter itself, so it's gonna have to be currently dated.
[AGENT][NEUTRAL] On the group's letterhead.
[AGENT][NEUTRAL] Listing the name of the agent with uh one digital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will need to be signed by an officer owner of the company.
[CUSTOMER][NEUTRAL] All right, I'm gonna reach out to that team and let them know that this is the status, OK.
[AGENT][NEUTRAL] OK. Yeah, I don't, um, oh, hold it, hold it. Let me back up just a minute, [PII].
[CUSTOMER][POSITIVE] I appreciate that um.
[AGENT][NEUTRAL] There's all kinds of emails out here. Sorry, normally.
[AGENT][NEUTRAL] All right, what do we have here?
[AGENT][NEUTRAL] OK, so one digital is replacing USI correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is naming USI.
[AGENT][NEUTRAL] I'm guessing yours came in after.
[AGENT][NEUTRAL] This one took place, so yes, we still need.
[AGENT][NEUTRAL] The AR letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna reach out to my colleague whose task that is to oversee and let them know um in the meantime just as a general matter is it possible to get an enrollment form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For APL products so that we will be ready to go once that transition is completed.
[AGENT][NEUTRAL] Do you know who the writing agent would be?
[CUSTOMER][NEGATIVE] Unfortunately not um if it's.
[CUSTOMER][NEUTRAL] At one digital they'll probably name uh [PII] or [PII] but I do not know who the name is.
[AGENT][NEUTRAL] I think [PII] is appointed with with us let me see.
[AGENT][NEUTRAL] That name, yes, he is.
[AGENT][NEUTRAL] Let's see if we have a [PII] license for [PII] though.
[AGENT][NEUTRAL] Yeah, OK, um, [PII] is licensed and appointed with us, so if that's the direction I wanna go, that's fine and because he's already appointed with us, yes, I can send you an enrollment form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And so what is your email address?
[CUSTOMER][NEUTRAL] Oh, it's a [PII]. Um, it's my first initial and my last name, and I am [PII], so I'll just spell that out for you. [PII]
[CUSTOMER][NEUTRAL] At one digital, which is all spelled out [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got your email all prepped and ready to go. I'm just gonna have to go pull the enrollment form to send over to you.
[AGENT][NEUTRAL] In the meantime, if you can.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Not a problem. Um,
[AGENT][POSITIVE] In the meantime, if you can get that AOR sent over to us we'll we'll get that ball rolling too.
[CUSTOMER][POSITIVE] Awesome, OK, um.
[CUSTOMER][NEUTRAL] Do you know where that would go to within your team? Is there an email?
[AGENT][NEUTRAL] Yes, it needs to go to [PII] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] All right. All right, so it was a pleasure talking to you.
[CUSTOMER][POSITIVE] Thank you so very much. I appreciate it. You have a great Friday and come on Saturday.
[AGENT][POSITIVE] OK, thanks so much for calling APL. You have a great one. bye bye.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] You too. Bye.