AccountId: 011433970860
ContactId: 67b44609-54da-40a2-ae4f-10d225d968d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 865179 ms
Total Talk Time (AGENT): 284425 ms
Total Talk Time (CUSTOMER): 553067 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/67b44609-54da-40a2-ae4f-10d225d968d9_20250606T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh, that's too funny, and I'll, I'll tell you that's funny because my name is [PII].
[AGENT][POSITIVE] Oh nice. Hello.
[CUSTOMER][NEUTRAL] OK, um, yeah, right, this is a little weird, yeah, happy Friday, um, are you?
[AGENT][POSITIVE] oh, happy Friday.
[CUSTOMER][NEUTRAL] Thank you, are you broker support?
[AGENT][NEUTRAL] I, I sure am.
[CUSTOMER][POSITIVE] Awesome. OK, I'm in the right place. So as we just recently established, my name is [PII]. I am a broker with an agency called Protect Health. Um, our, uh, uh, corporate name is B like Bravo, then the N sign and C.
[CUSTOMER][NEUTRAL] Agency, um, I forgot exactly how I appointed with you guys. Reason for the call, um, I think we have a rep. The last time I checked his name was [PII]. I tried to reach out to him a few times. I suspect he's no longer either our rep or maybe he's no longer with APL. I don't know so what I'm trying to do is establish a couple of things number one, I went back through my old emails from when I first got appointed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, with you guys and I tried getting into the online center and I just failed miserably so help, um, but also, uh, if we could find who our rep is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, give me just a second. I'm gonna look.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So [PII] is still with us.
[CUSTOMER][NEUTRAL] And if I forget your name, I'm gonna have my wife.
[CUSTOMER][NEUTRAL] Oh yes, OK.
[AGENT][NEUTRAL] Yeah, he is. I don't know, oops, hold on, hold on, AGM TI.
[CUSTOMER][POSITIVE] Great guy. I, I, I really enjoyed him. Um, super helpful, real knowledgeable, uh, kind of sad to see him go. Had him in our office once. Um, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Nice.
[AGENT][NEUTRAL] Yeah, he is still with us but I don't know.
[AGENT][NEUTRAL] Let me look, um, your agency is LS and Associates, correct?
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] No, um
[CUSTOMER][NEUTRAL] No, no, different, different, [PII]. Uh, so, so here's something that'll help you. [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Ah, got you.
[AGENT][NEUTRAL] You did get me.
[AGENT][NEUTRAL] Oh, hold on if my fingers would work MLR.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] Take your time. You're helping me and I can use the brake.
[AGENT][NEUTRAL] Oh, you're fine. OK, let me hold on, let me look in a different, different view, maybe I'm just.
[CUSTOMER][NEUTRAL] OK, um, if it helps you again, uh, the name of our agency is Protect Health, um, but our corporate name is BNC Agency, so like Bravo, Ampersand Charlie Agency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] LLC
[CUSTOMER][NEUTRAL] I forgot how we appointed with you.
[AGENT][NEUTRAL] OK, I'm gonna check the agency. Give me just a second so I can switch protect.
[AGENT][NEUTRAL] Uh, B and wonder if it's an and sign. Let's see, I'll try both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To be fair, we, we've yet to write any business with you guys, so that might be.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] Also why you're not showing.
[AGENT][NEUTRAL] It should still be in our system. OK, so the last name [PII]?
[CUSTOMER][NEUTRAL] No, just [PII]
[AGENT][POSITIVE] GEN I'm sorry, there we go. Oh my gosh, so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so BNC agency [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] So [PII] is still with us and I and it looks like he just.
[AGENT][NEUTRAL] He is a regional, uh, service, or excuse me, a regional sales manager, um, I wonder if it looks like it's just me that's helping you. Well, I'll just put it at that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He, um, it might be why he's not reaching out to you back out to you um because we do have sales managers that are in specific parts of the states and broker liaisons that are in specific parts of the states, but we also have me and the team who are broker resources that can where we can be your main point of contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If that helps, yeah.
[CUSTOMER][POSITIVE] OK, I could live with that.
[CUSTOMER][NEUTRAL] Sure. So, let me tell you what, yeah, I'm sorry, go ahead.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, you go ahead.
[CUSTOMER][NEUTRAL] Sure, so here's what I got going on.
[CUSTOMER][POSITIVE] Um, I've got about 80 agents and of which I'd say collectively about 15 of them, uh, wanna get into the small group market now out of those 15 I probably only got about maybe 5 of them, 6 of them, uh, maybe 8 of them if I really sat and thought about it, uh, that are really serious and engaged.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so what I'm trying to do right now, um, and, and I don't say this with any ego just so you could kind of understand the family tree and what I've got going here I'm, I'm one of the owners of the agency, OK, um, we're trying to, we we specialize in the individual market and that's the bulk of what we do but we're making great strides to make small group the under 50 crowd.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, a, a bigger part of what we do, OK? And so, um, you know, I, I had [PII] in, uh, gosh, about a year ago if he's no longer our point of contact, not a big deal, but what I'm doing right now is I've, um, I, I, I've taken all of the agency's training curriculum and I've completely redone everything. I mean I've done like a Phoenix right? like I just burned to the ground and now I rebuilt it and so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All of our new agents go through what we call a 5 point uh training, um, where we lay out the industry and you know do it the protect health way ra ra ra. After that we have a training curriculum where every day we do training Mondays live Tuesdays ACA, Wednes.
[CUSTOMER][POSITIVE] groups, so on and so forth. So what I'm doing right now is I've launched my weekly training and I'm establishing that core group of of our brokers that are serious about getting and remaining engaged in the small group field in the small group market and so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I am trying to schedule uh all of our relevant carriers to basically come in during our Wednesday because Wednesday's group right during our Wednesday training to basically just present their portfolio right get our uh agents excited about you uh.
[CUSTOMER][POSITIVE] Learn about the various different niches and nuances, what makes you special and great and different from the duck and nobody likes the duck and even we say get the duck out and, you know what I'm saying? So what I was looking to do and why I was originally trying to reach out to [PII] is to see if he'd come back in and
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] You know, um, um, uh, uh, do the dance again basically so if if that's not [PII], that's fine if that's you or maybe somebody else on your team, hey, no problem, basically what we're looking for is um like an introductory type uh presentation but nothing too salesy, right? We wanna kind of dive into more of the mechanics of it, uh, again you're sitting.
[CUSTOMER][NEUTRAL] In front of brokers, these are seasoned brokers, however, they, they're new to small group, but they're not your one agents if that makes any sense, right? So we just want to talk about what makes APL special and how it compares to its contemporaries, um, what are some of the nuances and niches that basically we can use as bullets to load into our gun to go out there and attack, attack, attack.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, like you guys got the gap policy, wonderful, that's an absolute stand out product in love with it, um, your claims process from what I understand, it's set in an industry gold standard, love it, it's making us look good, right? Um, we use, uh, Central, uh, to do our enrollments.
[AGENT][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] And I'm sure you guys can help us integrate there too um so so this is what I'm doing this is what I'm looking for and if it's at all possible I, I'd like to set up some time um I, I have some days that are now reserved, but I'm booking carriers uh for June through July before we get too crazy in prepping for Medicare and the open enrollment under [PII] and so a lot of the group opportunities, believe it or not come through open enrollment.
[CUSTOMER][POSITIVE] And so I, I wanna get everybody excited about APL. How can you help me do that?
[AGENT][NEUTRAL] OK, so first of all I wanna make sure you're out of [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am not. I am in [PII], particularly the city of [PII].
[AGENT][NEUTRAL] Oh, [PII], sorry, sorry, sir, sorry, that was, yes, OK, so are you wanting somebody to physically come out there to talk about APL or is this like a teams meeting or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah we could do a virtual. I mean, idealistically it's always good to have boots on the ground, but I mean if you guys don't have a rep, don't sweat it. I mean, I, I don't want anybody making any ceremonies out of this, um, whoever.
[CUSTOMER][NEUTRAL] Would do the presentation is more than welcome to uh do that presentation virtually we use Google Meet, but I, I get it. Teams, Zoom Meet, it's all the same thing.
[AGENT][NEUTRAL] OK, so what I'm gonna have to do is I'm going to have to run this up through um.
[AGENT][NEUTRAL] are um
[AGENT][NEUTRAL] [PII] and see what we can do it's not that broker resources of course will not talk about APL or sell APL or help you in selling APL. It's just more of that's what our regional sales managers are for, um, and we have two right now but they are in different parts of the [PII], so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I need to figure out who this would go to, OK, um.
[CUSTOMER][NEUTRAL] They could do it virtual.
[CUSTOMER][NEUTRAL] It's fine. You can do it virtual if [PII]'s not here.
[AGENT][NEUTRAL] I would need to figure out who would this would yeah need to need to figure out who yeah he's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so yeah, let me get, I need to get information to who it needs to go to and then we're gonna have to figure it out from there. What dates did you say June?
[CUSTOMER][NEUTRAL] Uh, basically June through July, um, let me give you the dates that are already reserved.
[AGENT][NEUTRAL] June
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I'm trying to go chronologically here. Hang on, uh, [PII], [PII], and [PII] are already spoken for. So, um, you know, I'm in [PII], right, so we're on Pacific time. Um, Wednesdays is our day for group training, and we typically do so for a 90 minute block between [PII]. It doesn't mean that it needs to be a 90 minute presentation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, it could be a 20 minute presentation, but you know, obviously we just want to get the goods out there and we want to allow for Q&A, and the way that we do training, we, we make it a little bit more conversational than classroom, um, you know, again we're not sitting with first year agents and these are not children, some of them are older than me, um, so we try to make the training conversational so that agents really kind of grasp on to things and again leaving room for Q&A, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But yeah, as long as the uh presentation is not too salesy, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, OK, let me get my email put together and let me get it to the parties that need to do it. [PII], um, he will be, um, the person that decides like who would come and do this or who would do it virtually. It might go back to [PII] but I just need to get his direction on this so um do you have is the [PII] number your personal number?
[CUSTOMER][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] Ending [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's me that's my direct call, text, that signal, whatever.
[AGENT][NEUTRAL] 2, OK.
[AGENT][NEUTRAL] OK, and then do you mind if I get a good email address? Well, I might have one actually, hold on, let me see if I've got a good email address for you.
[CUSTOMER][NEUTRAL] No, it's fine. I'll give it to you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] So [PII] like the thing insurance does, and then the initials for Nevada [PII]. So [PII] [PII].
[AGENT][POSITIVE] Perfect. OK, let me get this information over to him and either I will reach back out or somebody will reach out to you and then we can go from there OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Can we go for the bonus round?
[AGENT][NEUTRAL] Yeah, do you, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, 11 more thing. So the other thing I wanted to try to do as the lead of the agency, the one that oversees group for the agency, I try to stay a step or two ahead of my team. I never try to hold a carrier or a carrier rep behind an iron curtain. I believe in full transparency, but as the head of the.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Snake, so to speak, what I would like to do is try to have some one on one training with the appropriate person so that this way when you guys have your presentation, at least I know once you guys leave I'm armed to support my agents in addition to them utilizing somebody like yourself.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, OK, well let me get.
[CUSTOMER][POSITIVE] So that's the that's the bonus round is me looking for some training.
[AGENT][NEUTRAL] Yeah, of course, um.
[AGENT][NEUTRAL] I will add that to my email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome I really appreciate you, [PII].
[AGENT][NEUTRAL] Yeah, of course. Anything else?
[CUSTOMER][NEUTRAL] Oh, so much, but not about this. I appreciate your time.
[AGENT][POSITIVE] OK, yeah, of course, I'll talk soon.
[CUSTOMER][POSITIVE] You got it bye bye.
[AGENT][NEUTRAL] Bye.