AccountId: 011433970860
ContactId: e0dec688-c2b6-4abb-bd7c-a808930acf87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229419 ms
Total Talk Time (AGENT): 70220 ms
Total Talk Time (CUSTOMER): 137596 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e0dec688-c2b6-4abb-bd7c-a808930acf87_20250108T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][POSITIVE] Yeah, I'm not too bad. I'm doing pretty good. It's beautiful here in, uh, [PII]. I know, uh, where are you at? You in [PII] or are you in [PII]? Oh, yeah, I heard it was like 12 degrees. Yeah, I know. It's, it got down to 50 here. It's gorgeous. Oh, that's nice. You have to.
[AGENT][NEUTRAL] We're in [PII].
[AGENT][NEUTRAL] [PII]. It's cold.
[AGENT][NEUTRAL] Yeah, maybe getting some snow.
[AGENT][NEUTRAL] Do you feel, do you feel better?
[CUSTOMER][NEUTRAL] Oh, thanks for asking. Yeah, I'm still a nasal, a little nasally, but that's because we had to wake up at [PII] this morning to bring my sister-in-law back to the airport. Yeah, it's OK. Well, yeah, it is what it is. So, you know.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][POSITIVE] Well good I'm glad you feel better. The last time we talked I think as you were.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEGATIVE] You were sick.
[CUSTOMER][NEUTRAL] Yeah, like coughing and wheezing had a cold, yeah. Now I'm just back to my normal nasally voice. Hey.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We'll take it. What's going on?
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] I know. I, I, man, I have this group that got AOR to a broker that I deal with, and the group number is 80048, so 80048, it's called Quad Realty and it might be a whole 4 or 5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] People, this broker, he does property casualty. The health insurance is not a big thing on the side. But, um, you know, at least [PII] was honest that Barber forgot to process this AOR group, and I've been waiting for this thing to pop up on OSC and the brokers, the broker's just I'm in a straight of the system. I can feel my ears burning for the last day, but she hasn't emailed me and it's already Wednesday, and this thing should have been processed like on the [PII]. Can you see where it is in the flow?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Like [PII] was gonna do it, fix it because they said she forgot to do it two days ago and here we're going on the [PII] now.
[AGENT][NEUTRAL] OK, and it's supposed to come to you, is that correct? I just wanna make sure that I'm like you're the new agent.
[CUSTOMER][NEUTRAL] Yeah, it's supposed to be on the, yeah, it's supposed to be viewed on, right, exactly, it's supposed to be viewed on the broker's website, which I have access to, which is the risk management group, and but it's not on the OSC yet. And usually, um, it, the OSC for whatever reason, generates or updates itself like at [PII] Eastern time, and, uh, it's just not posted on there yet, and I know the broker's admin's gonna be on me like wine and rice in about an hour.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK, um, give me a second because it's still under the other broker, so hold on, let me see, OK?
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You are.
[AGENT][NEUTRAL] [PII] is on the phone.
[AGENT][NEUTRAL] And he
[AGENT][NEUTRAL] 8.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Hey [PII], I just went straight to [PII]. She's saying that she's um still waiting on NAS to send um some commission information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for it for it to be processed, but it's still being processed, of course.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right, I'll call [PII]. Yeah, I know. OK. All right, thanks. I'd appreciate it. All right, you take care. All right, bye-bye. Thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, yeah, uh, you too, bye.