AccountId: 011433970860
ContactId: d973b89f-58be-4c24-a121-c604309239e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160229 ms
Total Talk Time (AGENT): 99339 ms
Total Talk Time (CUSTOMER): 50395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d973b89f-58be-4c24-a121-c604309239e3_20250205T13:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from the broker's office, um, [PII]. We sent in an agent of record change letter for a client, and I hadn't heard anything on it, um, as it relates to it being processed. I just wanted to check on that. Are you able to help me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can help you with that. So you just need to check on the agent of record letter that was sent in.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what group was this for?
[CUSTOMER][NEUTRAL] Uh, the group is excuse me, the group is Kilson Dayton. The group number is 25972.
[AGENT][NEUTRAL] OK, I know because I was working on this one. I know we've received it, um.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Now, there was an email and is your last name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so I got the email that stated that uh [PII] was appointed with us. He is not, he is no longer appointed with us, um.
[AGENT][NEUTRAL] He was termed actually like 10 years ago.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you tell me who is appointed?
[AGENT][NEUTRAL] I don't see anybody in your agency that is currently appointed with us. Now, I do know that um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One of our regional managers is supposed to reach out, so.
[AGENT][NEUTRAL] I think they should hear something probably today if they haven't already reached out um because I sent all this information over. So the process is we've notified the broker, the current agent.
[AGENT][NEUTRAL] And um as soon as we get somebody from your agency appointed, then we can move forward. Um, who do we need to send, so can I send the appointment paperwork to [PII]?
[CUSTOMER][NEUTRAL] You can send it to me.
[CUSTOMER][NEUTRAL] You can, yeah, you can send it to me and copy [PII] or send it to [PII] and copy me, just both of us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sorry you're gonna be filling it out I'm guessing um so we use a.
[CUSTOMER][POSITIVE] Uh, yeah, I'll get it to the right department.
[AGENT][NEUTRAL] OK, we use a third party vendor, um, it's no more forms and so all the instructions will be on the email that we send over, OK?
[CUSTOMER][NEUTRAL] OK, and what was the third party vendor? I'm sorry?
[AGENT][NEUTRAL] It's called No More Forms.
[CUSTOMER][POSITIVE] No more forms. OK, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well I appreciate your help and what was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. You have a great day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right, thank you. Bye bye.