AccountId: 011433970860
ContactId: cae5ab6a-0aad-48d7-91a6-bf4d34dd8328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677479 ms
Total Talk Time (AGENT): 245451 ms
Total Talk Time (CUSTOMER): 156823 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/cae5ab6a-0aad-48d7-91a6-bf4d34dd8328_20250423T19:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I'm having some trouble with the no uh no more form system.
[AGENT][NEUTRAL] I'm so sorry. I, I, I cannot hear you, sir.
[CUSTOMER][NEUTRAL] Um, trying to
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I, I've not been out of the hospital very long. My voice is not strongest here.
[AGENT][NEUTRAL] Oh no. Oh, OK.
[CUSTOMER][NEGATIVE] Uh, so I'm having some trouble with the no more form system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh it's letting onto a page where it's a signer and assignee, and both of those have to be filled out and finished and I don't have both people.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You, I'm so you, so when you have both people you don't have both people available to sign?
[CUSTOMER][NEUTRAL] Not in this office. The other person is in [PII].
[AGENT][NEUTRAL] OK, can I put you on hold for just a second? I'm gonna ask, uh, about that. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Man
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], fix my bed.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm going to have to get with our licensing department um since you don't have both people available to do it at the same time um and she is on a call right now let me get your information so that I can get with her and then give you a call back.
[CUSTOMER][NEUTRAL] OK, that might be a little bit difficult, so I'm trying to appoint for APL because of your policy, your policy LLC is our business, uh, head.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm in [PII]. They're based out of [PII].
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that, that's my biggest problem, but also I just got out of the hospital on Sunday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's that's why, that's why you can barely hear me and I'm not really in the office as regular as I would be normally.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're trying to appoint people in [PII] correct?
[CUSTOMER][NEUTRAL] No, I'm trying to point to appoint myself in [PII].
[AGENT][NEUTRAL] You're trying to appoint yourself in [PII], OK, and they're in [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII] and last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, she just got off a call. Let me, do you have a second to hold? I'm gonna try to get her on the phone so I can ask this question if I can grab her real fast. OK, OK, hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] OK fine thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, how are you?
[AGENT][NEUTRAL] Good. Um, I, sorry, I'm home today because my son had his 5 year checkup and is getting shot or got shot, so they can't go back to school. But I have a broker on the line and [PII], he is just got out of the hospital, I guess, and he's trying to do an appointment to himself from a broker in [PII], so that
[AGENT][NEUTRAL] He's doing the no more forms, but he can't have the assignee and the assignor sign at the same time.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Since they're in different states.
[AGENT][NEUTRAL] So he
[AGENT][NEUTRAL] He's trying to assign himself.
[AGENT][NEUTRAL] Is what he said. You have to bear with me because I'm still new to all of this as well.
[AGENT][NEUTRAL] No, so I think someone else is signing their com he's being appointed.
[AGENT][NEUTRAL] Right, so that means he's getting the commission.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Name, email, phone number, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, that is great to know. I was just writing notes so I can let him know and thank you for answering and helping me.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Have a good day bye.
[AGENT][NEUTRAL] Daddy mama is still on the phone. You have to give me a minute, OK?
[AGENT][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I got with her and I think we have like the solution is, so when it comes to the question about um commission.
[AGENT][NEUTRAL] And it asks that I think if it's gonna be a sole proprietor or a business entity.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You press business entity and then it will ask you have signing authority and you say no, and then it will ask who does and that's where you put in all of the person's information that we need to contact to get their signature outside of no more forms.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me uh try to do that real quick here.
[AGENT][NEUTRAL] OK, no, that's fine.
[CUSTOMER][NEUTRAL] Most of the stuff's already done. It's just a matter of what what on, um.
[CUSTOMER][NEUTRAL] OK, I'm gonna scroll down to save and continue where it says agent appointment application.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It uh it shows my social security number, but it shows that without dashes and it shows the red.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, it's showing it without dashes and showing it red.
[AGENT][NEGATIVE] It's so hard for me to, when I don't, OK, so it's not accepting it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And so do I
[CUSTOMER][NEUTRAL] I don't know if it is or not. It's showing it in red. Let me see if it let me go on with it.
[AGENT][NEUTRAL] Yeah, I think the red is the areas that have to be filled out.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But I could be, I could be wrong.
[AGENT][NEUTRAL] Why
[CUSTOMER][NEGATIVE] Let me see here. It only has one signature now, so I'll try this real fast. It'll look really terrible.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] and tell you from home.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, OK, well, the good news is they let me go past that.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] And then it says proceed to submit forms.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I just wanna make sure it goes and nothing else happens because God knows if I want if I let you go, it goes, oh, we found there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, I, yeah.
[CUSTOMER][NEUTRAL] OK, so thank you for submitting your forms package and I've got a submission confirmation number which is 437-868-5.
[AGENT][NEUTRAL] OK, then you're moving along.
[CUSTOMER][NEUTRAL] Is there anything else that I need to do there?
[AGENT][NEUTRAL] I don't, not at this time they will reach out once that's all complete if there's anything else that they need from you.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][POSITIVE] All right. Yes, thank you, and I hope you get to feeling better.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Have a good day, sir.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye bye.