AccountId: 011433970860
ContactId: 508d7cb2-8a99-4b98-9aa7-4b561b6b5ae5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455980 ms
Total Talk Time (AGENT): 116788 ms
Total Talk Time (CUSTOMER): 239337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/508d7cb2-8a99-4b98-9aa7-4b561b6b5ae5_20250507T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I missed your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, [PII]. OK. Hi, good morning [PII]. That's a pretty name. Um, my, my name is [PII] and I'm calling from [PII] Pacific, and I'm calling because I need to verify, uh, a couple of brokers and agencies if they are appointed to sell for [PII], uh, for group.
[AGENT][POSITIVE] Good morning
[AGENT][NEUTRAL] OK. Um, let me.
[AGENT][NEUTRAL] Get their information and then I can look up to all of that and then give you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, all right, what is, what are the, who are we looking for?
[CUSTOMER][NEUTRAL] Um, do you want licenses and DNs um.
[AGENT][POSITIVE] Um, the names and the agencies would be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so let me see if that's his legal name. Last name is gonna be [PII], so it's [PII], uh.
[AGENT][NEUTRAL] ITV, OK.
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] If you need a middle initial, it's [PII], so it's [PII], and the agency that he's with is Pearl, uh P E A R L Pearl Benefits Group INC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you want the, uh, licenses for them NPN?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] License group INC. What do you have um his either the the agency's um tax ID or his social?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, yeah, let me give you the agency's tax ID number. One second. Let me get this pulled up here for, uh, I just over here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, tax ID number for the agency is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that you said this is for [PII], correct?
[CUSTOMER][NEUTRAL] Correct, looking to verify that they have active Florida appointments for groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and if so, I need, I do need the assigned, uh, writing ID numbers for the agent and agency.
[CUSTOMER][NEUTRAL] We have a group in house that we're that the broker is writing uh with you guys and it looks like it's do you want the name of the group too? Do you need that as well?
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, name of.
[CUSTOMER][NEUTRAL] Here we go group name.
[CUSTOMER][NEUTRAL] It's gonna be from [PII].
[CUSTOMER][NEUTRAL] Uh, so it's Merrimack Employment LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's effective [PII].
[AGENT][NEUTRAL] OK, so we need to know if he has.
[AGENT][NEUTRAL] APL appointment. OK, and what is a good phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and um,
[AGENT][NEUTRAL] Our, let me see, uh, one of the girls that does our [PII] stuff is at lunch right now, um, but the other one is not so I'm gonna reach out to her and see what I can find out for you and give me your name one more time.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I do actually have one. I do have another broker in their agency. We've got two brokers that are writing right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I give you their information too?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, that is going to be.
[CUSTOMER][NEUTRAL] Why is this not popping up?
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Uh, first name for the broker is [PII] Last name is.
[AGENT][NEUTRAL] I'm so sorry you you cut out. Can you give me his first name one more time?
[CUSTOMER][NEUTRAL] Oh yeah, sure. It's [PII]. Last name is, I don't know how to pronounce this. It's um [PII]. I'm gonna spell it out. I'll spell it phonetically. It's um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And who is what agency is he writing with?
[CUSTOMER][NEUTRAL] He should be with American Assurance, so that's A S S U R A N C E. He should be with American Assurance Underwriters Incorporated.
[AGENT][NEUTRAL] OK. And do you have their tax ID?
[CUSTOMER][POSITIVE] Yes, let me give you that.
[CUSTOMER][NEUTRAL] Go over here.
[CUSTOMER][NEUTRAL] Bear with me one second while I pull that.
[CUSTOMER][NEUTRAL] OK, for the agency FEIN, it's tax ID is [PII].
[CUSTOMER][NEUTRAL] And the same thing looking for active Florida appointments for group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It would need their uh ID numbers as well.
[AGENT][NEUTRAL] OK, and do you, do you have a group that he's writing?
[AGENT][NEUTRAL] A name? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, name of the group for them is going to be.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's PLLC, so [PII].
[CUSTOMER][NEUTRAL] Effective 51.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, all right, give me a little bit and I will give you a call back and let you know what information I have found.
[CUSTOMER][POSITIVE] Per perfect and I'm so sorry if I can get your name again too, please.
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, how do you spell that?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII].
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye.