AccountId: 011433970860
ContactId: 616246d2-d942-4ae9-acc7-f9e33f81ee5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335619 ms
Total Talk Time (AGENT): 116493 ms
Total Talk Time (CUSTOMER): 189619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/616246d2-d942-4ae9-acc7-f9e33f81ee5a_20250522T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Water Pacific. I'm calling because I need to verify if an agent and an agency are appointed to sell.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] I had called last week and I don't know if it was you or someone else, but they took down the information, they said they were gonna call me back, they never did.
[CUSTOMER][NEUTRAL] And we're we're the GA we have groups in house that the brokers are writing and so we need to verify if these brokers are appointed or if we need to get them appointed.
[AGENT][NEUTRAL] OK, what's the last name of one of the brokers?
[CUSTOMER][NEUTRAL] OK, last name of the broker, oh, sorry, let me go back one second.
[CUSTOMER][NEUTRAL] Uh, last name for the broker is [PII]. So it's ABR, so Alpha Bravo Romeo, Alpha, Mike Oscar, Whiskey igloo, Tango, Zebra.
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] Um, yes, [PII] is appointed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, let me go here, um.
[CUSTOMER][NEUTRAL] Is he showing appointed as a sub-agent under his agency Pearl Benefits Group Incorporated?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, yeah, it looks like he's under Pearl Benefits Group Inc. is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, yep.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] And so they're good to write uh Florida group products.
[AGENT][NEUTRAL] Yeah, I mean, he's he's appointed, so yes.
[CUSTOMER][NEUTRAL] OK, and what are their assigned writing ID numbers?
[AGENT][NEUTRAL] Um, the NPN for him is 592-519.
[CUSTOMER][NEUTRAL] Oh OK so you guys operate off of the MPN?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and that'll be the same for the agency too. They'll also go off their NPN?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect so they're both good to go thank you so much for confirming this and then my other broker that I was looking for, um, let me get that pulled up here one second, um, last name is, it's a long one, it's uh [PII].
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on, that
[CUSTOMER][NEUTRAL] Uh, first name is
[AGENT][NEUTRAL] We're gonna have to do that again. Sorry, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] So the first part is, uh, first part is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] First name is first name is [PII].
[AGENT][NEUTRAL] Uh, yes, they are also appointed.
[CUSTOMER][NEUTRAL] OK, so for him and he, he, he's going to write uh Florida group products.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um is he showing to have commissions? Is he appointed as a sub agent under his agency? American Assurance Underwriters Incorporated?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's all I need. Thank you so much, [PII]. So is this this is the line that we would call to verify this information, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yes, um.
[AGENT][NEUTRAL] I'm just trying to figure, so you're with you're with these?
[CUSTOMER][NEUTRAL] So I'm with I'm with Warner Warner Pacific Insurance Services. We're a general agency, so these brokers are submitting the groups through us. We're as the acting GA for them, um, and they both of those brokers have business that we're submitting to you guys for, uh, for the brokers to write.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I mean you can call yeah you can call us to verify if they're active or not, of course.
[CUSTOMER][NEUTRAL] OK, and if they needed to become appointed, uh, what is that appointment process? Is it the paperwork? Is it an online link, um.
[AGENT][NEUTRAL] Yeah it's an online online link if somebody needs to be appointed they do have to be like verified through us first so you could always email um their information into us and then we send it over to our [PII] team and then we go ahead.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Oh no, no, I'm sorry, I didn't mean to cut you off. Go ahead, we send it to the [PII] team and then from there.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Yeah, just, yeah, and then we just go from there and then we have like uh we use no more forms, which is a third party, um.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] Yeah, and a link that we send out but yeah I mean.
[AGENT][NEUTRAL] Yeah it's not a it's not a hard process just we have to have the information first so that we can like verify them internally.
[CUSTOMER][NEUTRAL] OK perfect uh what would that email be if we for brokers that we do need to get appointed uh when that comes?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for all of this information, [PII]. It was extremely helpful and you enjoy the um holiday weekend.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yes, a holiday weekend. Enjoy your weekend too.
[CUSTOMER][POSITIVE] Yes, thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh, fine.