AccountId: 011433970860
ContactId: 895bd88a-d7d5-4785-b875-4934d05f79b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262970 ms
Total Talk Time (AGENT): 146103 ms
Total Talk Time (CUSTOMER): 81332 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/895bd88a-d7d5-4785-b875-4934d05f79b0_20250401T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I wanted to find out who I could speak to for um.
[CUSTOMER][NEUTRAL] Uh, I guess a proposal for my company, uh, for, for gap insurance.
[AGENT][NEUTRAL] OK, so you're with a group and you're wanting to find out about
[AGENT][NEUTRAL] Getting or finding out about becoming covered with APL is that correct? who you would need to speak to?
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][NEUTRAL] OK. All right. Yes, I can, um, well, I can get you connected with someone who can assist you with that. Uh, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] So, my name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you please, in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and the name of your company?
[CUSTOMER][NEUTRAL] Seminario Securities.
[AGENT][NEUTRAL] Can you please spell the first word so that I get it correct?
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII] Is that correct? Seminar Securities.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, and you all are not currently with APO is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, I will be happy, um, I like to get you connected with someone in our broker resources division who can further assist you, but before I transfer you and I will give them your information, is there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hi, I'm well, [PII]. How are you?
[AGENT][POSITIVE] I'm good, thank you. So, I have a gentleman on the line. His name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] His callback number, Morgan is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he is with a company called Seminario Securities.
[AGENT][NEUTRAL] The first word is [PII] M I.
[AGENT][NEUTRAL] N A R I O Securities and he was wanting to speak to someone about how to go about getting a proposal for their group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They do not, they're not currently with APL.
[CUSTOMER][NEUTRAL] OK, do you know where he's out of like state wise?
[AGENT][NEUTRAL] I would, I would say [PII] based on that phone number.
[AGENT][NEUTRAL] I'm guessing. That's a straight guess, but
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah you can you can send them to me if you want we're just gonna have one of our um if it is [PII] then NAS is gonna reach out to them and they'll kind of do the, yeah the scrubbing part of it if you will like figure out who he is, figure out his company, and then we'll go from there but yeah I just really I just needed this information and I can send it to him but I can also tell him that I'm gonna send it to.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you can
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that would be great if you would tell him. He's really nice, but yeah, uh, again, I didn't ask him, um, you know, where they're located, but when he gave me his phone number, I just kind of assumed it's probably [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] That's OK. I can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, alright, well thank you very much. Have a nice evening, [PII].
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Yes, you too. Enjoy.
[AGENT][POSITIVE] Thank you, thank you. Bye-bye.