AccountId: 011433970860
ContactId: 7ce6f58e-8168-4ca1-a926-8c54f6c2e185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371940 ms
Total Talk Time (AGENT): 183537 ms
Total Talk Time (CUSTOMER): 150824 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7ce6f58e-8168-4ca1-a926-8c54f6c2e185_20250109T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said it was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I am a broker down in [PII] and I have a group that I just AOR that has your um your gap product and so I'm trying to find out are you guys completely separate or are you guys working with United?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we have, so they have, um, major medical.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Like through United.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yeah, so we're the, so like we're obviously an insurance company that provides gaps to groups who have a major medical plan.
[AGENT][NEUTRAL] Like we're offering that with their major medical plan. We don't necessarily work with United we work with um the broker who takes care of the group.
[CUSTOMER][NEUTRAL] OK, good. That's what I just wanted to make sure. I hadn't heard of you guys and so I was like, well, wait a minute, is this something now? Did you know that major medical carriers are always coming up with something. So I was like, oh maybe they joined forces with you guys or something. So, OK.
[AGENT][NEUTRAL] Yeah, no, yeah, we just carry a um Medlink or a gap plan. The, it, it's the same thing, but um you could hear both names, but yeah, we're just providing that probably.
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] OK, well how can I get um contracted with you guys so I can make sure and take care of this client appropriately?
[AGENT][NEUTRAL] Yeah, of course, um, so you're not appointed with us correct? [PII] was your last name?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm going to have, um, are you and you're out of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get, so [PII], um [PII] correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That your phone number and then what is um can you do you have the group name of who you AOR?
[CUSTOMER][NEUTRAL] I do. Let me, it's [PII]
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] I don't, I don't have like a policy number or anything. I just have the your form.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, OK, I'm sorry one more time with the, the name of the group. I couldn't quite understand you.
[CUSTOMER][NEUTRAL] [PII], and then [PII]
[AGENT][NEUTRAL] Oh, I got you. OK.
[CUSTOMER][NEUTRAL] And associates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what's a good email address for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait, let me just make sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This one's changed for me. It was my first name. Let me just make sure, uh.
[CUSTOMER][NEUTRAL] OK, yes, it's [PII], so that's [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At my priority [PII]. It's [PII].
[AGENT][NEUTRAL] OK, so, um, since you're out of [PII] we work with National Agency solution who's in [PII] so I'm going to call or excuse me, I'm gonna send your information to them via email and they will reach out to you and getting you appointed with us and then all the necessary steps moving forward um on taking on that group, OK?
[CUSTOMER][NEUTRAL] OK, are they like a GA or like an FMO?
[AGENT][NEUTRAL] Uh, so they're more like an like an MGA if you will. They're, um, yeah, so they're just, they're just start in between if, if you will for all of our Florida, um, groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not a problem. Makes sense. I have, I have other situations like that, so no worries. OK, so what's the name of the company again so that way I know what to I won't be like, who, you know, we get all kinds of emails trying to get us the.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Oh, of course, yeah, so it's gonna be so they go by N as in Nancy AS so National Association.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they will reach out to you once.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I get this sent over to him actually should be pretty soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was gonna say, yeah, is there, is there another way to get in touch with them just in case? I'd rather wait to hear from them, but just in case.
[AGENT][NEUTRAL] Um, I mean, they're, oh, let's see.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] So yeah you can they do have a of course they have a phone number um I'm just googling it just because we like email back and forth with them and then we have specific reps that we take like that we talk to but their phone number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, perfect. I will wait to hear. I'd rather it come through you guys anyways, so but you know, you know how I go you can sit in somebody's email box and I'm trying to get this effective, you know how it goes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah of course yeah um I will send this email out to them saying that you called with all of your information and kind of give them just a short version of all of it and then they should be reaching out to you.
[CUSTOMER][POSITIVE] Awesome I appreciate your help thank you.
[AGENT][POSITIVE] Yeah, of course. Mhm. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.