AccountId: 011433970860
ContactId: 5fbea00d-cc06-4f03-b82c-f2a260309126
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324880 ms
Total Talk Time (AGENT): 93829 ms
Total Talk Time (CUSTOMER): 131426 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5fbea00d-cc06-4f03-b82c-f2a260309126_20241231T15:43_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, I'm trying to do this appointment, uh, for APO with, uh, a general agent the Cason group and, and just need some some help. This is a little different process that I'm used to, so is that something you can do?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I certainly can.
[CUSTOMER][POSITIVE] OK, great, that'd be fantastic.
[AGENT][NEUTRAL] So are you logged into no more forms?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I am, and, and, and I went through and, and I don't know if I did it right as far as the individual appointment and then the, the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Agency that commissions are paid to, I mean, can you see that on your end?
[AGENT][NEUTRAL] I'm, I can't see what you're doing now, um, no more forms. It's like a third party that we contract with, so I, I can't see what you're doing, um, but are you, have you filled out the appointment and you're just like trying to fill out the forms that are required? Is that what I understand?
[CUSTOMER][NEUTRAL] It says that uh so I've completed everything and it says uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It needs one of the attachments it's of my ENO certificate, um, it need my personal ENO or the agency's ENO.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, as long as you're covered under the agency ENO, it should be.
[AGENT][NEUTRAL] That should be fine.
[CUSTOMER][NEUTRAL] Well we have both, um, so I'll just do my personal one because I know where that one is.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] But I think I put like the company name in my personal name and then and then later on down the the line it made me assign it to an agency so I don't think I did this right um it's a whole lot easier to fill out a form and send it to y'all in this.
[CUSTOMER][NEGATIVE] This process, but that's just not 4 cents.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now are you assigning your, are your commissions gonna be paid direct to you or will they be paid to the case?
[CUSTOMER][NEUTRAL] Uh, it'll be paid to, um, the Cason group.
[AGENT][NEUTRAL] OK then you did fill it out correctly because it does like make you um your name is in the like in the first uh section and then it will have you put in the case and group and their information and then it will have you sign um electronically sign the first spot and then the second spot will be for.
[CUSTOMER][NEUTRAL] Yeah, I, I didn't
[CUSTOMER][NEUTRAL] What I'm trying to tell you is I didn't put in cases in groups. I don't have their tax ID and and all that stuff, um.
[AGENT][NEUTRAL] OK, you'll need to get that from them.
[AGENT][NEUTRAL] If you're, if you're yeah, if your commission is assigned to the case in group, you'll need to get their tax ID.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I've got it assigned to to our company ISSC Benefits I guess we're just a GA so I'm assuming it will come directly from APL to ISSC but I I think I put our company in there as an individual by name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, I, I'm just gonna load the ENO and, and figure it out. It's been a big pain in the ass, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 281-24.
[CUSTOMER][NEUTRAL] I need to find my new one.
[CUSTOMER][NEUTRAL] Oh I.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright, so proceed to forms.
[CUSTOMER][NEUTRAL] If you do agree click here.
[CUSTOMER][NEUTRAL] Reforms.
[CUSTOMER][NEUTRAL] number
[CUSTOMER][NEUTRAL] So once this is done, can you see it?
[AGENT][NEUTRAL] Um, our agent licensing specialist will be able to see once it's submitted, yes.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Alright, successfully submitted, OK.
[AGENT][NEUTRAL] Yep and then um we will contact you if like there's any questions or anything additional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, not a problem. I hope you have a great day.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] But