AccountId: 011433970860
ContactId: 4f2585a9-3bab-4a71-aa20-fbeba6a1ab19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210399 ms
Total Talk Time (AGENT): 122830 ms
Total Talk Time (CUSTOMER): 79168 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/4f2585a9-3bab-4a71-aa20-fbeba6a1ab19_20250124T21:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from the broker's office in the [PII]. We, um, have a signed agent of record change letter for, uh, one of your clients, and I was calling to find out one, can we AOR this type of business and then 2, where do we send it? And then 3, I don't think we're appointed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, wow, OK. All right, let's see. OK, hold on just one second. Yes, you will send all of that to um [PII] sales.
[AGENT][NEUTRAL] At [PII], do you have the number for the group that you're calling about? OK.
[CUSTOMER][NEUTRAL] I do, I do, um, it's 259-72 for [PII].
[AGENT][NEUTRAL] All right let me pull it up really quick. So [PII] is who you're referring to is no longer the agent of record.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what I'm sorry, what what agency did you say you were with?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] Let me just double check if that's in my, yeah, go ahead.
[CUSTOMER][NEUTRAL] And when you get a second, can I have that email address again?
[AGENT][NEUTRAL] Oh yeah, sorry. It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, got it, thank you.
[AGENT][NEUTRAL] Alright, let me look up, let me get another screen up. Bear with me just a second here a second.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Get these
[AGENT][NEUTRAL] side by side.
[AGENT][NEUTRAL] Let's see I can see it's no agency out here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], let's see, I have [PII] [PII] is in [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Sweet. OK, so.
[AGENT][NEUTRAL] Is that it? Is that it? [PII]?
[CUSTOMER][NEUTRAL] Yes, that's what we have several offices. Yeah, we have an office in [PII] and then our corporate office, um, we have [PII], and [PII], um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, because it has [PII] and [PII] on here looks like. I don't know. That's OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII] is still um with us. If, if the, the agent that's listed on this letter is not [PII], do I need to change that to his name or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I guess what I would do, what I would do is send in the letter stating that, you know, that other agent, which I don't have his name in front of me at the moment, my gosh, where did it go? OK, the [PII] is no longer, yeah, [PII] is who I have is no longer on uh the agent of record for [PII], this group, and that it needs to be changed to whoever this gonna be if it's gonna be [PII], um, and put that on the email that you're sending.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Way [PII].
[CUSTOMER][POSITIVE] OK, I'll do that, perfect. You've been so helpful.
[AGENT][NEUTRAL] And then if we need any additional, yeah, and if we need any additional information we'll we'll let you know, let you guys know.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Thank you. No, you've been great.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, you're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thanks for calling the PO. bye bye