AccountId: 011433970860
ContactId: c593f5fa-5867-4caa-99b7-f039e6e4ccc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724000 ms
Total Talk Time (AGENT): 236350 ms
Total Talk Time (CUSTOMER): 293299 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c593f5fa-5867-4caa-99b7-f039e6e4ccc4_20250313T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Uh yeah, hi [PII], um.
[CUSTOMER][NEUTRAL] My name is uh [PII] and um.
[CUSTOMER][NEUTRAL] I was recently, I, I've been working with you guys for a few years now, but I was under uh uh under a brokerage where I was partners with [PII] and, uh, and I recently got appointed and we and and uh uh [PII] is retiring or retired and um I traded let's see, I got an introduction email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From.
[AGENT][NEUTRAL] Was it like a welcome email?
[CUSTOMER][NEUTRAL] Yeah, the welcome email, and I think it was, uh, might have been you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I think it might have been.
[CUSTOMER][NEUTRAL] Yeah, wonderful. And then you had me, uh, set up a meeting with [PII] to get set up for uh the the broker resource center, uh or the online OSC and then I had a call with her and there was somebody else on the call and I don't remember who it was and we couldn't get me set up because there's some changes that had to occur and um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And then who are the other persons that were gonna email me like a video or something to show me how to get set up once everything was set up and I, I don't know, it's all that all happened on Tuesday and uh I haven't heard anything since.
[AGENT][NEUTRAL] OK, let me put you on a brief hold and see where we're at with that, OK?
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, but that should be right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so, um, in order to get your OSC set up we just need something in writing from your partner that you're taking over saying, hey, we give him access to the OSC and then we can help you set that up. So we sent him an email on Tuesday and we haven't heard back from him, um, and we're gonna follow up again today, um, but if you can maybe just say hey you should be receiving an email from Tren, um, and if you can just say hey I, I give [PII] permission that would be awesome.
[CUSTOMER][NEUTRAL] OK, and, and just so I'm clear, I mean, he's already sent something in writing that I'm taking over the business and, and that was sent to even start the whole contracting process, etc.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that might have gone to like a different business that we don't have access to um it might have been to like agent and licensing if you wanna forward that to us and we can see if that will work for us, um or if if you are able to get just any.
[CUSTOMER][POSITIVE] I mean he he he's more than happy to send whatever he needs to send he he he might not have even recognized what it what what it was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hang on a minute, let me see if I can get my eyes on it quickly though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean this is
[CUSTOMER][NEUTRAL] OK, so I should forward this to.
[AGENT][NEUTRAL] Um, I can give you the email. It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And does it say like I give Terrence permission over everything kind of thing?
[CUSTOMER][NEUTRAL] Well, so, so the groups are supposed to be moved to me, right? You know, meaning that I'm supposed to be the new agent of record, uh, I mean he's retired, right? And, and I'm supposed to be the agent of record, and I'm, you know, all the, you know, I filled out new paperwork which I think would be required, which makes sense and then, you know, I, and, and we have two different companies and so I, I, I assigned it to our different company so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, right, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, and, and you know I have log. I mean, I've used his login. I, you know, February commissions, but all the groups have been removed from his login.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] Uh, yeah, so I mean, I, you know, it says [PII], could you please respond and confirm that all APL groups to whom you are servicing agent on needs to be moved to [PII], and, and Rigg replied yes, and this was to [PII], um, and [PII], um, I don't know how to say his last name, [PII] or [PII], yeah, I mean, so, um, you know, I was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To [PII], OK.
[AGENT][NEUTRAL] [PII], yeah, yep.
[AGENT][POSITIVE] Yeah if you wanna just forward that to us that will work perfectly.
[CUSTOMER][NEUTRAL] OK, that would be wonderful, um, OK, so hold on.
[AGENT][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] And uh y'all y'all share this email box I take it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] He's my dog there.
[AGENT][NEUTRAL] What kind of dogs do you have?
[CUSTOMER][NEUTRAL] Oh, the schnauzer, you know, those things are born barks.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Holy, that's a normal bark and I'm OK with that. He's got this awful squelch when it's a certain, when it's a squirrel. He gets so worked up by a squirrel and it just turns into this freaky squirrel thing awful.
[AGENT][NEUTRAL] He's just
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, I heard his little growl right there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, on its way.
[AGENT][NEUTRAL] Alrighty, let me make sure we received it.
[CUSTOMER][NEUTRAL] And so, um.
[CUSTOMER][NEUTRAL] And then I just set up my own broke my I, I, I set up my own account, but it's under my name individually. I just wanna make sure the commissions are gonna get paid to the y'all normally.
[AGENT][NEUTRAL] To the broker or the agency?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, so you're gonna have to set up an agency account if there's not one already set up. I don't know if you're changing names LLCs, anything like that, um.
[CUSTOMER][NEUTRAL] Yeah, I changed it from a, from a, it's the same name, but one is ends in Inc and the other end in LLC.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, it might, it might need to be changed um and we might be able just to change it in our system, um, but just kind of like with you know the legal documents, tax documents, uh, that kind of thing we, we just might need to have things updated so you'll have to create your log your personal.
[CUSTOMER][NEUTRAL] OK, so y'all have all that, OK?
[AGENT][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] So yeah, so I really would appreciate if somebody would just take ownership and you know call me directly if there's a question and let's just get this done. I mean this has been dragging on for like 4 weeks now.
[AGENT][NEUTRAL] Yeah, yeah, no, I understand your frustration. This is.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][MIXED] Um, yeah, no, well, I'm, I'm, I'm, I'm not too frustrated, but I, it, but it much longer I'm gonna be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see when I first sent my contract paperwork in, maybe it's been longer than 4 weeks, uh.
[AGENT][NEUTRAL] Yeah, um, yeah, let me, um, let me see, um, I still haven't received the email yet.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it might take a minute um.
[AGENT][POSITIVE] OK perfect I just received it um I'm gonna pass this along to the correct people um and see if we can get this.
[CUSTOMER][NEGATIVE] So, so like whoever has the next problem with this, can they just call me so that I can, you know, because I, I, you know, I never heard anything for two days now and I didn't know y'all sent something to [PII]. He probably didn't know he got it and, and, and I'm just like I can say I'm kind of, um, just, just, I'm kind of a little frustrated. I mean, I guess I am getting frustrated now that we think about it, um, OK, so yeah, [PII] I submitted everything and it's [PII]. We're going on two months.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, I get that.
[CUSTOMER][NEUTRAL] So, so, so can somebody please take ownership on this and and I, I don't wanna hear about different departments, different companies. I just want it solved, right?
[AGENT][POSITIVE] Yeah, yeah, absolutely, um, I will, um, see what I can do on this. Um, I can only do so much with my access and, and so I think that's kind of why people are.
[CUSTOMER][NEUTRAL] Oh, I'm not asking you, but I'm, I'm just wanting you to pass your, your job to pass the message on, right? Or if you prefer, I'll talk to somebody else.
[AGENT][POSITIVE] Yes, yes, yes, yes.
[AGENT][NEUTRAL] No, no, no, no, I'm, I'm just kind of just shedding some light as to, you know, maybe why the different departments is, is, it's kind of like a baton toss sometimes we can only access certain things, um, but I will definitely talk to our, um, licensing department as well as um the broker resources team and see if we can get this settled if not this week, um, next week.
[CUSTOMER][POSITIVE] OK wonderful.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, well, is there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Yeah, and meanwhile I've got like several applications I need to get submitted and um and so you know and and I was hoping to be able to do that on the website but I guess I'll just email them in so that'll be fine.
[AGENT][NEUTRAL] OK, yeah, and if you wanna email it to that um applications for new groups or applications for um in regards.
[CUSTOMER][NEUTRAL] A new insured, it's existing groups, existing groups, new, new, new, new certificates, I guess.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um, so if you wanna send that to that that same email I sent you to, um, that's who will also help you with that processing of the the new groups, um, so once we get that set up they they can have access to it.
[CUSTOMER][POSITIVE] OK wonderful.
[AGENT][NEUTRAL] All righty. And is there anything else?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Uh, nope, that's it for now.
[AGENT][POSITIVE] Alrighty well you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.