AccountId: 011433970860
ContactId: cbb02344-d2fd-4c3b-903b-3329982017f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522380 ms
Total Talk Time (AGENT): 147934 ms
Total Talk Time (CUSTOMER): 170094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/cbb02344-d2fd-4c3b-903b-3329982017f6_20250425T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] in customer service. I have Ms. [PII] Do on the line. She said she called earlier but got disconnected. Um, she is requesting information about a small business group set up.
[CUSTOMER][NEUTRAL] Um, I would think Broker resources could assist with it, with the information for her.
[AGENT][NEUTRAL] Um, generally that would be new business.
[CUSTOMER][NEUTRAL] That will be new business. Oh, well, well, I don't know, she doesn't have anything set up, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So she's looking for for quotes.
[CUSTOMER][NEUTRAL] That that was
[CUSTOMER][NEUTRAL] Mhm. Yes, quotes and um how would it work for a small business.
[AGENT][NEUTRAL] OK, yeah, we're gonna have to get her with an actual broker uh but that's fine you can you can get her over to us and and we we don't give businesses quotes they have to reach out to an agent who then as long as they're appointed with APL, then we, we give them quotes that will then go to the small business.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. OK. I got it. Um,
[AGENT][NEUTRAL] But you can send her on over.
[CUSTOMER][POSITIVE] So, mhm. All right. Thank you. Appreciate it.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you today?
[AGENT][POSITIVE] Good ma'am how are you?
[CUSTOMER][NEUTRAL] I'm OK. I'm hoping you can help. Um, my husband and I have opened a small business and um we're looking at some secondary coverage options. Uh, we actually personally have you guys for our current secondary insurance, but um we're looking hopefully at an implementation date of around [PII].
[CUSTOMER][NEUTRAL] Um, so I'm really reaching out to just kind of see what my options are, what are your requirements? How many members do we, do you have to have, and, and, you know, what, what do we do about this?
[AGENT][NEUTRAL] So we can't, um, you have to be an independent agent.
[AGENT][NEUTRAL] Is is that the small business that you're opening?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm in a pharmacy.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm opening a pharmacy. I'm just looking for insurance coverage for employees.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so, um, you have to reach out to an independent agent within your community, and they would be the ones we, we can't quote for like we work with brokers not the businesses if that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, so I've had just a, do you have, can you tell me who those brokers or agents may be because I've had a hell of a time finding them around.
[AGENT][NEUTRAL] OK, yeah, where's your who um.
[AGENT][NEUTRAL] Where are you located?
[CUSTOMER][NEUTRAL] Our bus our office will be in [PII]. I have the zip if you need that.
[AGENT][POSITIVE] Uh, sure, that'd be great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] [PII]. OK, can I put you on hold for just a second so I can search a couple things? OK, thank you.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I am so sorry for the hold, um, and I spoke with one of my um senior advisers and I was advised that we have to take your contact information and have one of our brokers reach out to you.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] OK, that'll be great. Um.
[AGENT][NEUTRAL] OK, hold on, sorry, what is, give me your name again?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. And your last name?
[CUSTOMER][NEUTRAL] Do like a Mountain [PII]?
[AGENT][NEUTRAL] OK, and what is a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and you said it's for a pharmacy and how about how many staff members do you think you will have?
[CUSTOMER][NEUTRAL] Well, so we will have.
[CUSTOMER][NEUTRAL] We will have 2 internal employees and their families.
[AGENT][NEUTRAL] OK, 2 internal.
[CUSTOMER][NEUTRAL] So it is 9 total, 9 members.
[AGENT][NEUTRAL] 9 members total. OK, alright, I will get that information, um, passed along. I would being Friday, I would assume you should hear something, um, Monday.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's fine. I'm gonna tell you one thing. The only person that I have reached out to his name is um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it has been 2 weeks.
[CUSTOMER][NEGATIVE] And I still don't have the information that I need from him, so please don't pass my information to him because it's just been a disaster.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What, what is [PII]'s full, what is [PII]'s name? Just [PII] what?
[CUSTOMER][NEUTRAL] It is the last name is [PII].
[AGENT][NEUTRAL] OK, and do you know um what the name of his broker agency is like is it [PII] agency or?
[CUSTOMER][NEUTRAL] He was with Lake Shore, Lake Shore.
[AGENT][NEUTRAL] Lakeshore, OK.
[CUSTOMER][NEUTRAL] Yeah, I mean if someone else at Lakeshore would like to call me back, but it, I mean, I need to get the ball rolling on this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will put that in my notes as well.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] Yeah have a good Friday.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][NEUTRAL] All right bye bye.