AccountId: 011433970860
ContactId: 5aa91613-06ea-4e2d-9b8a-736f822f605b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159240 ms
Total Talk Time (AGENT): 42423 ms
Total Talk Time (CUSTOMER): 87621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5aa91613-06ea-4e2d-9b8a-736f822f605b_20250408T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII]. I'm calling from an agent's office. I called earlier because I needed to know if my boss was appointed. There is a group that wants to assign us as the agent on record. However, um, we wanna know if his agency is also active with APL. Can you please check that for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the agency?
[CUSTOMER][NEUTRAL] [PII]. I can spell that for you. It's D as in David, E as in Edward, L as in Larry, M as in mom, A as in apple, R as in Robert.
[CUSTOMER][NEUTRAL] Insurance and services.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, where are you guys out of?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the um
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Oh, hold on just a second. I'm sorry, it switched on me.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] I have his agent number. I have [PII]'s agent number. I don't know if that will help you.
[AGENT][NEUTRAL] Yeah, give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is you said you have the tax ID number?
[CUSTOMER][NEUTRAL] Oh, I have the tax ID number too. Give me one moment, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Yes, Delmar Insurance and Services is appointed with APL.
[CUSTOMER][NEUTRAL] Oh perfect. May I have the agency number if there is one? Because I only have his number, if it's his and, and the agency is the same.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so the.
[AGENT][NEUTRAL] The NPN number is D as in dog.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] 15809.
[CUSTOMER][NEUTRAL] And is this the number I need to put on the letter when when they're gonna sign the group to him? Is this the number we need to put?
[AGENT][POSITIVE] Yeah you can definitely do that. You can add the tax ID number as well it's all in our system so we'll be able to see it.
[CUSTOMER][POSITIVE] Oh, I see. OK. OK. I'll put the tax ID number. Thank you so much. Thank you for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, uh, yeah, of course I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye now.
[AGENT][POSITIVE] Thanks bye.