AccountId: 011433970860
ContactId: d9ede662-4e72-4c8b-aade-203764935e9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375089 ms
Total Talk Time (AGENT): 151255 ms
Total Talk Time (CUSTOMER): 205015 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d9ede662-4e72-4c8b-aade-203764935e9f_20250318T19:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi uh my name is [PII]. I'm with uh Martin Insurance Agency in [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And um I I we brought you guys products for many years. I was wondering, do you guys have I'm looking for a disability, a short term.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You guys offer then?
[AGENT][NEUTRAL] Uh, we have great, uh, products that we offer, and disability is one of them, is that what you're asking?
[CUSTOMER][NEUTRAL] Oh yeah, sorry, yeah, yeah, yeah, group disability. I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, are you wanting to get a quote for a group?
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's
[CUSTOMER][NEUTRAL] Oh yes, yeah, uh, let me, let me ask you this, do you, do you have an off the shelf product or do we have to get a bid?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have sell products. You would just need to send a request to us, um, via email asking, you know what it is that you're looking for and then we can, uh, let's just see what we have available.
[AGENT][NEUTRAL] Are you with an agency?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Uh, no, I'm on my own. I'm, uh, I've been writing with you guys for years.
[AGENT][NEUTRAL] Oh, you have, OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh yeah, I've been, I've been around so long I'm ashamed to tell you how long.
[AGENT][POSITIVE] Well, we appreciate you.
[CUSTOMER][NEUTRAL] Yeah, I've been anyway, so, well, I'm looking for a um
[CUSTOMER][NEGATIVE] Uh, hopefully an off the shelf product but actually short term, uh, accident only 6 month product, uh, 8 day waiting period, you know, just uh something like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I think we have like a 7 day, 14 days, something like that, and then short term, like, you know, 90, whatever. So yeah, just send an email to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking, you're breaking in and out, start over again.
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] OK, sorry, my earpiece moved around on me. Sent an email to [PII] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry you're still breaking up. Say again.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] Oh, OK, I got it. I got it.
[AGENT][NEUTRAL] OK, yeah, and just put on there.
[CUSTOMER][NEUTRAL] Attention and and your name, your name is?
[AGENT][NEUTRAL] No, just my name's [PII]. You can put my name on there.
[CUSTOMER][NEUTRAL] OK, uh, and that's with a [PII]
[AGENT][NEUTRAL] Yeah, and just
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh, OK, I got it right. OK, now, um, do you guys have some, uh, some sheets or brochures you can send to me since what you know what uh.
[CUSTOMER][NEUTRAL] What's required qualifications on all the underwriting guidelines, some propaganda you can just, OK, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, if you, if you send that when you send that email to us, um, just put in there that you need some brochures too on what products that you're winning the brochures on and then yes, we'll respond back with that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, is, uh, oh, I used to work for years with Sloan, um, you still there?
[AGENT][NEUTRAL] [PII], yeah. She is, yeah, [PII]'s still here, yup.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Would you tell her that [PII] said hello?
[AGENT][POSITIVE] I certainly will.
[CUSTOMER][NEUTRAL] You know, so yeah, like I said, we go back too far, we don't wanna admit it now at least I don't, you know.
[AGENT][NEUTRAL] She's, I know she's been here for a long time, so yes, I will tell her that you said hello.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, see what she says. That'd be interesting to get her comments so because she knows I'm a wild and crazy guy. OK, so I'm gonna send uh an email requesting um a DI information or whatever. I'm gonna send it to [PII].
[AGENT][NEUTRAL] Say, say it again.
[AGENT][NEUTRAL] Oh yes, cells at AM, yes, sorry, yes, I heard you.
[CUSTOMER][NEUTRAL] I'm gonna send it to
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh and then uh put your name on it [PII] or just anybody?
[AGENT][NEUTRAL] Um, you, you can put my name on it. You don't have to. It's gonna come to our team and whoever gets to it we'll take care of it. I may not be the one that actually handles it, but I will if I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well I sure appreciate it and thanks a lot, yeah, it's, uh, you know, we sold some other products like the gap plan things like that with you guys for years.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Anyway, so, anyway, so yeah, be sure and tell [PII] I said hi because she, we go back, she's always been very nice. I really enjoyed working with her, you know, so.
[AGENT][POSITIVE] Yes, she's very nice, very knowledgeable. So yes, I just shot her a message telling her that you said hello, so it looks like she's in a meeting, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me give you my uh phone nu[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And my uh office number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII]. OK, perfect. OK, thank you.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] In in my cell, but I have a working cell. I, I use it a lot too. That's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, [PII] and that's your cell number.
[CUSTOMER][MIXED] Yeah, that's the one I use the most because I hate it. I detest voicemail like if somebody wants to get a hold of me they can get a hold of me on my cell and I don't, I don't mind at all. I'm for that, you know, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm the same way, yeah.
[CUSTOMER][POSITIVE] Yeah, oh yeah, that's, it's better it's faster, you know, so anyway, well [PII], thanks so much and I'll uh I'll send this off to you right away.
[AGENT][NEUTRAL] OK, will do.
[AGENT][POSITIVE] Thank you. Have a great day. OK, good talking to you, [PII].
[CUSTOMER][NEUTRAL] OK, OK, we'll talk to them today. Oh, hey, what's your?
[AGENT][NEUTRAL] Uh, my extension is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, sounds great hey thanks a lot we'll talk soon.
[AGENT][POSITIVE] Uh-huh, talk to you soon.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.