AccountId: 011433970860
ContactId: de42fe7c-a0bb-4f50-9da0-4191f340b99d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265260 ms
Total Talk Time (AGENT): 129689 ms
Total Talk Time (CUSTOMER): 132306 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/de42fe7c-a0bb-4f50-9da0-4191f340b99d_20250528T19:44_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Swindeman Agency. I wanted to see, um, we worked through Bernie Portal and they mentioned American Public Life, so I wanted to see if I could get some information from you on the gap plans health plans that you have.
[AGENT][NEUTRAL] OK, and you are, I'm sorry, you're already appointed with us?
[CUSTOMER][NEUTRAL] No, uh, we're, we're just, um, we, we're just learning of you, um, like I said, we were, we were working with, we're in the UBA and I benefit advisors, and we worked through Bernie Portal and somebody there mentioned it to the president of the company. So now I'm just calling to see if I can get your information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, OK, and so you're wanting information on gap plans?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, and you know just like how do we go about getting a quote, um, what type of products, you know, are out there or they can plants, you know, just everything there is to know about American public life.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Where are you guys located?
[CUSTOMER][NEUTRAL] Um, we're in [PII], we're right on the border, so we do business in [PII] and [PII].
[AGENT][NEUTRAL] OK, so we have brokers that actually handle all of this, um, so what I would do is get some information from you and I can pass it along to our broker and and one of the brokers in that area for them to kind of reach out and contact you, um, to get you guys that information.
[CUSTOMER][NEUTRAL] So we can't sign up, we can't we can't go ahead and get the information?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Hmm, yeah, it has to come from a broker.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, are you able to tell me what brokers you have in our area?
[AGENT][NEUTRAL] Like from one of our brokers.
[AGENT][NEUTRAL] So, well, in
[CUSTOMER][NEUTRAL] So I can see who it's gonna
[AGENT][NEUTRAL] Yeah, in [PII] it would come from one of our sales managers that's who I would send it up to, and then they would either divvy it out or reach out to you directly.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And unfortunately it's not something like where you can it would that's how it would work the the same general sales manager would figure out who you guys would best fit with and then and then go from there.
[CUSTOMER][NEUTRAL] And then what about [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Fi
[CUSTOMER][NEUTRAL] OK, let me get back with.
[AGENT][NEUTRAL] But it's, it's not like one particular person, um, for each area, it has to go through a broker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But once we, and I'm, I'm just I'm kind of ignorant. I've never had to go this route so, so like let's say if because we have like we have a broker right across the road from us so if that was one of your American public life brokers, they would call us and we'd have to quote through them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, you'd have to quote through them you can't do it directly through us so.
[CUSTOMER][NEUTRAL] So we can't become licensed we can't become licensed and quote on our own.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh and.
[CUSTOMER][NEUTRAL] Help me understand that because you're only appointed with certain brokers.
[AGENT][NEUTRAL] Yes, that is correct so you could go through the full appointment process and then you can then you can get quotes that way, um.
[AGENT][NEUTRAL] But otherwise there is like if you want to get close.
[CUSTOMER][NEUTRAL] OK, so we could do that we'd have to get license and appointed.
[AGENT][POSITIVE] Yes, you would have to get, I'm so sorry. I got, I'm sorry I got confused on that. Um, yeah, what is a good, uh,
[CUSTOMER][NEUTRAL] OK, can you send me that paperwork?
[AGENT][NEUTRAL] Email contact information.
[CUSTOMER][NEUTRAL] Yeah, it's gonna go to [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII] and I'll spell that [PII].
[AGENT][NEUTRAL] I'm so sorry. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Than [PII]
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you just want all of of the appointment paperwork sent over there, yeah, I know, right? I, yeah, I, I can imagine. So, OK, we'll get that appointment paperwork sent over and then we can go from there.
[CUSTOMER][NEUTRAL] Say that 10 times a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.