AccountId: 011433970860
ContactId: 500a8fb8-62f4-4426-9d42-496eee5af197
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443600 ms
Total Talk Time (AGENT): 136854 ms
Total Talk Time (CUSTOMER): 148101 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/500a8fb8-62f4-4426-9d42-496eee5af197_20250529T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] at NAS. How are you?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][NEUTRAL] I'm good. Is Miss [PII] by chance available? I have an AOR question.
[AGENT][NEUTRAL] Yeah, absolutely. Let me put you on a brief hold and see if she is OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] So she's actually on another call right now. Do you mind if I um just take down some information for you so I can pass it along to uh to [PII]?
[CUSTOMER][NEUTRAL] Yeah, absolutely, uh, or I'll just shoot her a quick email. I just need to know if and maybe I don't know if she's training you on AORs, but you know if when an AOR letter doesn't specifically name the agent, it just has the agency, will they accept will APL accept an email from the group naming the specific agent or does it have to be a letter?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know. Let me see if I can team her and then see if she can respond to that.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] If a group sends a letter with
[AGENT][NEUTRAL] Naming OK.
[AGENT][NEUTRAL] Agency as the AOR will we accept it or does it have to say the broker's name?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so it does have to have the broker's name. She said that um we used to make an exception um but now it has to state the broker's name.
[CUSTOMER][NEUTRAL] OK, so, but, but does it will an email suffice or does it have to be on the letter?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Obviously, as long as it's coming from the group.
[AGENT][POSITIVE] Yeah, yeah, absolutely.
[AGENT][NEUTRAL] I'm just waiting for her to respond and as soon as I hear something I'll let you know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, you, you take your time. I appreciate you checking for me. We're just, we're meeting with the broker in about 8 minutes, so I wanted to be able to tell him.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][POSITIVE] Oh goodness. Yeah, absolutely.
[AGENT][NEUTRAL] Are you in [PII] or are you meeting with them virtually?
[CUSTOMER][NEUTRAL] Um, so [PII] and I, we are both here in [PII], so I don't go to [PII]. I do, I mean, I go probably 3 or 4 times a year, but so I'm, I'm actually home right now, so I'm, I'm, yeah, so I'm meeting with him virtually.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, perfect.
[AGENT][POSITIVE] You're enjoying this gloomy weather.
[CUSTOMER][NEGATIVE] I know. I'm so tired of the rain. I think I'm starting to grow mold.
[AGENT][NEGATIVE] I know, I know. I'm like my seasonal depression's coming back with this gloominess.
[CUSTOMER][NEUTRAL] Yes, yes. I, I only need that in like January. I don't need it in June or May.
[AGENT][NEGATIVE] I know, I know, I know, I know. And then especially with [PII] weekend it being all rainy and everything, it was not a good kickstart.
[CUSTOMER][POSITIVE] I know, I know, I'm like, I'm ready for hot and sunny and live by the pool weather.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes, and then I.
[AGENT][POSITIVE] Yes, and then I say that and I'm gonna be like I'm frying like a pancake out here.
[CUSTOMER][POSITIVE] Oh, I know, I know. We, we can't be pleased, but, but at least we, you know, I want that perfect, you know, 75 degrees and
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Absolutely, yes. If [PII] wasn't so expensive, it would be perfect. You have the beach, 75, and I guess the earthquakes too.
[CUSTOMER][NEUTRAL] You know, but
[CUSTOMER][NEUTRAL] I know, yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, my dad lived in [PII] for a short time, for a couple of years, and oh my goodness, it was absolutely beautiful there, perfect weather all year long.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can imagine.
[AGENT][NEUTRAL] Yes, yes. [PII].
[CUSTOMER][NEUTRAL] So, but I'm, I'm with you. I, I would take the, the tornadoes over the earthquake, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, yes, and [PII]'s from [PII] and I'm like, why would you move from [PII] to [PII] or [PII]? I was like, it's perfect there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Yeah, it's like, oh my goodness.
[AGENT][NEUTRAL] Yes, so [PII] just got back to me and she said she would take an email from the group.
[CUSTOMER][POSITIVE] OK, OK, we'll let the broker know if they're having trouble, um, getting an actual letter that we can let uh let an email come, but it'll have to be from the group. I appreciate you guys so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, of course, good luck with your meeting. Thank you, bye bye. Of course bye bye.
[CUSTOMER][POSITIVE] OK, thanks [PII]. OK, appreciate you bye bye.