AccountId: 011433970860
ContactId: c4a56a82-e3f9-4ddf-bda2-79b8d46c690c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317809 ms
Total Talk Time (AGENT): 96490 ms
Total Talk Time (CUSTOMER): 173614 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c4a56a82-e3f9-4ddf-bda2-79b8d46c690c_20250117T16:54_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi good morning um I'm trying to get in touch with the group underwriting manager.
[AGENT][NEUTRAL] Underwriting. OK, um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII], [PII].
[AGENT][NEUTRAL] You say it's the World.
[CUSTOMER][NEUTRAL] [PII], like the animal.
[AGENT][NEUTRAL] Oh, OK. And um do you have like a group number, sister?
[CUSTOMER][NEUTRAL] Um, no, this would be for an inquiry for a new business.
[AGENT][POSITIVE] Your business. OK, let me get them on the line and thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome Miss.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII] how are you? this is.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I got Ms. [PII], um, she is calling for a new business. Am I calling the right place?
[CUSTOMER][NEUTRAL] Uh, tell me what she's asking for and I'll tell you.
[AGENT][NEUTRAL] Uh, well, she just asked for underwriting management. Uh, she didn't say much. I did ask her to see if she had a group or something like that, but she did, she said she don't.
[CUSTOMER][NEUTRAL] She wants underwriting?
[AGENT][NEUTRAL] That's what she said underwriting management which I I don't think we have one and then she said it was new business so that's why I was like, OK.
[CUSTOMER][NEUTRAL] Mm yeah getting either she's not getting underwriting um do you wanna send her to me and I'll see if I can figure out what she wants.
[AGENT][POSITIVE] Oh, I can do that. Or do we have somebody in your business? I think we do, right?
[CUSTOMER][NEUTRAL] Do we have somebody in your business?
[AGENT][NEUTRAL] Or is it uh-huh.
[CUSTOMER][NEUTRAL] Yeah we yeah we have a new business department. It just kind of depends on what she's wanting in order to talk to them because um.
[CUSTOMER][NEUTRAL] I, I don't think new business tries to be like uh broker facing or group facing.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Got you. OK, let me go ahead and put her in and see exactly what she needs because yeah, um, I was just, OK, one moment. Let me put her in and her name is again [PII]. OK. Her callback number is, uh-huh, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment, let me put her in.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's in the broker resources department, and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Sure. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hi good how are you? I'm well thank you what's going on?
[CUSTOMER][NEUTRAL] Um, so I was looking to talk to a group underwriting manager.
[CUSTOMER][NEUTRAL] Um, I have, and I'm representing an insurance producer that has a client that's interested in a particular product and so I was trying to figure out if that was something that you would be able to provide.
[CUSTOMER][NEUTRAL] Yeah, our underwriting team, so are they, so you have somebody that has a group with um with APL like they're appointed with us or they would like to get appointed with us?
[CUSTOMER][NEUTRAL] Um, they might, they would be interested in finding out if there's, um, if this particular product is available with your company. OK, what's the product? Let's, I'm gonna see if I can help you just for a little bit. Our underwriting team isn't necessarily like broker facing or customers facing um I can try to do my best and then we can get underwriting involved um through email um if we you know have.
[CUSTOMER][NEUTRAL] If we need them, but let me see if I can help first, OK?
[CUSTOMER][NEUTRAL] OK, sure, um, so they're they're interested in purchasing a disability product that would provide indemnity benefits, um, in the event that an employee's child was diagnosed with a severe medical condition or disability.
[CUSTOMER][NEUTRAL] OK, and where is the group out of?
[CUSTOMER][NEUTRAL] Um, I believe it's out of, sorry, I'm like I'm I'm calling on behalf of them. I don't have all the information in front of me. I believe they're based in [PII].
[CUSTOMER][NEUTRAL] Or what?
[CUSTOMER][NEUTRAL] And would you be the broker or do they have a broker?
[CUSTOMER][NEUTRAL] They have a broker.
[CUSTOMER][NEUTRAL] And do you know who the broker is?
[CUSTOMER][NEUTRAL] I do not. OK.