AccountId: 011433970860
ContactId: d64e21b4-028c-41de-b8c3-89ac93bec77f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157839 ms
Total Talk Time (AGENT): 86432 ms
Total Talk Time (CUSTOMER): 88708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d64e21b4-028c-41de-b8c3-89ac93bec77f_20250102T19:42_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII], and I'm a licensed agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my my ENO insurance uh renews on [PII] every year, well.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, I'm [PII] and I'm not gonna write insurance anymore.
[AGENT][NEUTRAL] OK, so you're not, you're not gonna, OK, sorry, go ahead. Sorry.
[CUSTOMER][NEUTRAL] And so I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I told them to cancel my ENO insurance and but they said that I would be covered for 3 years whether I had it or not because I had been with them so long.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] And I so I didn't know if you needed anything doing that all I get is the very.
[AGENT][NEUTRAL] Which agency?
[AGENT][NEUTRAL] Which agency were you with?
[CUSTOMER][NEUTRAL] Mass group marketing.
[CUSTOMER][NEUTRAL] Mas group marketing.
[AGENT][NEUTRAL] Mass group marketing, OK. Mass group.
[CUSTOMER][NEUTRAL] MGM MGM.
[AGENT][NEUTRAL] Um yeah, GM. I don't think that you need to, yeah, if you're, you know, if you like if you're not gonna renew it, that's fine. You don't have to do anything. Um, I'll put a note in our records that um you are not gonna renew it because you're not selling insurance anymore. And is this a good contact number for you, the [PII]?
[CUSTOMER][NEUTRAL] And they've been
[CUSTOMER][NEUTRAL] Right, and I also sent an email, but I wasn't sure if it got to anybody or not. So anyway, there's an email to whatever they sent me, I responded to that email that I'm [PII] and I'm just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, perfect. That'll be fine.
[AGENT][NEUTRAL] Yeah, I understand. OK, yeah, no problem. If you send an email, it's even better, then we'll have it for our records. So yeah, there shouldn't be anything else that you need to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that affect, does that affect what little commission I get not having EO.
[AGENT][NEUTRAL] I don't think so. I mean, are you still, so you're still getting commission? OK.
[CUSTOMER][NEGATIVE] I don't get very much.
[CUSTOMER][NEGATIVE] Yes, we get about $100 a month. It didn't, it didn't very much.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When did you send your email to us? Was it today?
[CUSTOMER][NEUTRAL] This morning, this morning.
[AGENT][NEUTRAL] OK, OK, we probably haven't had a chance to process that. Um, I'll get with our licensing department and ask that question and then I'll have either her or I will respond back to you on your email, OK?
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] You're most welcome. You have a good day.
[CUSTOMER][NEUTRAL] And what, what was your name?
[AGENT][NEUTRAL] Mhm. My name is [PII].
[CUSTOMER][NEUTRAL] What was your name? [PII] is [PII] still there?
[AGENT][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] She is, yeah, she is.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Well, tell her hello she we go way back. I've been doing insurance with y'all since [PII], so it's been a long time.
[AGENT][NEUTRAL] OK, I.
[AGENT][NEUTRAL] Oh my goodness. Yeah, that's a long time. Yeah, that's a long time. Well, yeah, I will let her know that you said hi.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][POSITIVE] You have a good day. Thanks for calling PL. Bye-bye.
[CUSTOMER][NEUTRAL] OK