AccountId: 011433970860
ContactId: ad6057ee-19c8-499f-9ae3-8b915c84add9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268529 ms
Total Talk Time (AGENT): 129783 ms
Total Talk Time (CUSTOMER): 127546 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ad6057ee-19c8-499f-9ae3-8b915c84add9_20250218T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, is there a Ms. [PII] still working with APL?
[AGENT][NEUTRAL] No, sir, she is retired.
[CUSTOMER][POSITIVE] OK, I just came across a nice tablet she gave us at the business expo here in [PII]. I was going to surprise her, but yeah, I figured she might be gone by now.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And this was back in oh here it is [PII]. 0 my God.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] Yeah it's, you know, it's the monopoly. I don't know if you guys still use it, but I think it's outstanding. Uh, it's a tablet, you know, pay for 87 tablet with the monopoly board strip going down the left side. I just, I said, my God, talk about perfect timing. I've had this thing for years.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I am familiar with that tablet. I thought that was a nice one.
[CUSTOMER][POSITIVE] Oh, it was, and it's a very, very outstanding, well thought out. Can you tell me what is APL uh uh focus these days?
[AGENT][NEUTRAL] Um, we write, um, well, I mean, we have multiple products in multiple states, uh, where are you, uh, and you said you're in [PII]?
[CUSTOMER][NEUTRAL] No, I'm in [PII]. I'm licensed in 40 states, but, uh, you know, I just wanted to see what your primary focus is, your, the, the products that you, I guess you guys market the best or the most these days.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, with, you know, not counting [PII], which is a little bit harder to, you know, put products in, but our main focus, we do gap, um, in most states, um, which our product is called Medlink, um, we do A, we do CI, we do HI, um, we have uh group term life, um, let's see what else we've got, um.
[AGENT][NEUTRAL] But those are our main, those are our main heavy hitters.
[CUSTOMER][POSITIVE] Oh, outstanding outstanding. Alright, and are you a, a general agency or what, uh, what I guess from it are you, uh, IMO FMO, or what would you consider your, your, your arrangements to be, I guess.
[AGENT][NEUTRAL] Um, I, I, I'm not familiar with the IMO and SMO. I mean, we're a, you know, we're a carrier, uh.
[CUSTOMER][NEUTRAL] Oh, so APL is an insurance carrier.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yes, we're a carrier. We underwrite our own products and we're an insurance carrier of supplemental products.
[CUSTOMER][POSITIVE] OK, great, great. Well, ma'am, you've been outstanding. Thank you for answering my little few silly questions here and uh you guys were in [PII], correct?
[AGENT][NEUTRAL] We, uh, our home office was in [PII]. It's now in [PII], um, but we do have uh quite a few employees that still reside in the South.
[CUSTOMER][NEUTRAL] OK, outstanding and uh you mostly payroll deduction?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Out outstanding and are most of your employees working remotely or are you just uh or I guess just, uh, you work through field agents or field brokers?
[AGENT][NEUTRAL] Um, we do both. Most of we, um,
[AGENT][POSITIVE] Um, some employees are in office, some are remote, um, it's just a good mixture of both.
[CUSTOMER][POSITIVE] Outstanding, outstanding and um could I get just your email because I, I'm looking at this uh and I'll I'll email you and let you know what I've been doing here because I, I, I never forgot that she was so professional. She did a great workshop. I remember her as if it was today.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, my email is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what I can do is once I get your email I can put you in contact with one of our um broker liaison partners um who supports California and they can give you a call and you know help you with any of our products that you're interested in um and.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Go from there.
[CUSTOMER][NEUTRAL] Not a problem. OK, well, my name is uh [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you can send it to [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Perfect. I'll get on it.
[CUSTOMER][POSITIVE] Thank you. You take care, ma'am and thanks for answering my question again. You have a nice day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL.