AccountId: 011433970860
ContactId: a5ba8eb9-b054-4a4b-b394-903fe951f4de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179649 ms
Total Talk Time (AGENT): 76836 ms
Total Talk Time (CUSTOMER): 91630 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a5ba8eb9-b054-4a4b-b394-903fe951f4de_20250123T16:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] This is [PII]. How are you doing this morning?
[AGENT][NEUTRAL] I'm doing fine, [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good. I am a broker in [PII] live in the [PII] area and um I have picked up an AOR and need to get that processed with you.
[AGENT][POSITIVE] Oh absolutely so you have an AOR for Florida group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This is the AOR on company letterhead?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it's signed by the chief operating officer.
[AGENT][POSITIVE] Awesome and does it list you as the writing agent?
[CUSTOMER][NEUTRAL] Uh, let's see, uh, effective immediately, Key Service has appointed Balaure with our NPN with producing agent [PII] with my NPN as exclusive agent all always.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. Here's
[CUSTOMER][NEUTRAL] It's the little things. It's the little things.
[AGENT][POSITIVE] Oh I know it that just makes it so much easier for all of us if you would, [PII], um, send that to.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] FL for [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Uh-huh. dash sales.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Not a problem. Now I do know I probably need to go through some appointment paperwork.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Um, I think this is my first case with you, um, pretty sure it is, um, so I'm, I'm, I'm quite positive there's some of that we'll have to go through. I just wanna make sure that we get the AOR filed, uh, as soon as I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure and that's really what triggers the appointment process for us is once we receive an AOR where the agent is not appointed that automatically triggers the appointment process.
[CUSTOMER][POSITIVE] Oh cool.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure and I do not see you as appointed with us, so yeah, it'll, it'll all trickle down. Yeah.
[CUSTOMER][POSITIVE] That's perfect, man.
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] I'm pretty sure.
[CUSTOMER][POSITIVE] Yeah, I'm pretty sure that we're not, we've we haven't been open very long, but we're growing relatively quickly.
[AGENT][POSITIVE] Well, we wanna do more business with you then.
[CUSTOMER][POSITIVE] So we're excited.
[CUSTOMER][POSITIVE] Absolutely, we would love to.
[CUSTOMER][POSITIVE] Um, thank you very much. I appreciate it. My contact information will be, uh, in my email, and, um, if I can answer any, uh, obviously just send me an email and I will get back to anybody that I can as quick as I can.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] All right, [PII]. Thank you so much. Um, and if you have any questions, just call this number that you just called and any one of us can help you, OK?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate y'all.
[AGENT][POSITIVE] All right, thanks so much for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye. Take care.
[AGENT][NEUTRAL] Mm bye bye.