AccountId: 011433970860
ContactId: 71f818ba-d9e8-49e5-8a63-f5a075f5aa9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262910 ms
Total Talk Time (AGENT): 151208 ms
Total Talk Time (CUSTOMER): 95618 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/71f818ba-d9e8-49e5-8a63-f5a075f5aa9d_20250224T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good, [PII].
[CUSTOMER][NEUTRAL] Good, um, I have somebody on the line her name is [PII] and she is wanting some quotes for a new group um she said that they are with a group but they're splitting from the group that's insured with us currently, so it would be I guess technically a new group is that something you could help with?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I sure can send her my way.
[CUSTOMER][NEUTRAL] All right, here she comes. Name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Um, I understand you're, uh, wanting to get some quotes for your group, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And um uh [PII] mentioned that you're already with the group but the group is splitting. Can you, what's the name of the group that we currently have that you're.
[CUSTOMER][NEUTRAL] Um, it, it's not, yeah, um.
[CUSTOMER][NEUTRAL] I don't know the name of the group. I think she said Oasis outsourcing. I have a group number.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK. Oasis. I am very familiar. Um, now, do you work with, are you gonna be working with a broker when this group splits off?
[AGENT][NEUTRAL] Cause we
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, we work with brokers, um, our groups are brought to us by brokers, so, um, Oasis currently has a broker, um, and so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We would need to like.
[AGENT][NEUTRAL] Hook you up with a broker in order to give you a quote. Um, are you, are you guys based in [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We are not.
[AGENT][NEUTRAL] OK, where are you at?
[CUSTOMER][NEUTRAL] Uh, well, we operate in several states across the [PII].
[AGENT][NEUTRAL] OK, and where is your, uh, like where does the business originally domicile out of like what is the like headquarters or main office? where is that located?
[CUSTOMER][NEUTRAL] Oh my, we, we could say [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um tell me some other states just so I can have a broad.
[AGENT][NEUTRAL] Range of where you guys are.
[CUSTOMER][NEUTRAL] Sure, um, we're in [PII], [PII], [PII], [PII], [PII], [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] [PII], [PII], yeah.
[AGENT][POSITIVE] OK, perfect. And what is the name of, OK.
[CUSTOMER][NEUTRAL] That's is where we have it's like that's where we have employees, yeah.
[AGENT][NEUTRAL] OK, what, what is your group called?
[AGENT][NEUTRAL] Like, what's the name of who do you work for? What's the?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, yeah, Land Lease America and we DBA Team Outsider.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Landlease America and you said Team Outsiders?
[CUSTOMER][NEUTRAL] Yes, outsider singular.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I wanna do is talk to our sales team and um give them the information that you've given me and so that we can find you an appropriate broker to work with um to in order for us to give you a quote and uh [PII] what's a good call back for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] [PII]. And do you have a good email address?
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. I'm gonna get with our sales team right now and um see what they can do to help you and to get you uh with a broker and then we can go ahead and quote your group um not a problem so give me oh no problem uh give us a little bit of time but I'm gonna reach out to them ASAP and see what we can do to get started.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, fantastic thank you so much.
[AGENT][POSITIVE] Thanks, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Um, bye bye.