AccountId: 011433970860
ContactId: e4a87bb5-84da-477d-96ed-c7017724b4d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144820 ms
Total Talk Time (AGENT): 91649 ms
Total Talk Time (CUSTOMER): 49690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e4a87bb5-84da-477d-96ed-c7017724b4d2_20250225T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] um I was hoping you could help me verify a broker.
[AGENT][NEUTRAL] Sure, hang on just one second, let me get my screen up here.
[AGENT][POSITIVE] Oh goodness gracious, here we go.
[AGENT][NEUTRAL] OK, what's the name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII]. Did he say who he's with?
[CUSTOMER][NEUTRAL] He is with National Marketing Group Services Incorporated.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] [PII]. Um, is that, is that [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] It's [PII] OK, I don't have a [PII]. So what was the name of that agency? I'm sorry, I didn't write that down.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] National marketing group services their domain name is my um and I can't talk my and.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] MGS.
[AGENT][NEUTRAL] OK, national marketing.
[AGENT][NEUTRAL] Trial marketing.
[AGENT][NEUTRAL] Problem is a lot of these people are associated under um national agency solution. Did he give a group number?
[CUSTOMER][NEUTRAL] Yes, and the group number does use national agency solutions, so the group number is 25037, um, I'd be sending him the master policy er which is why I wanna verify him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so, OK, so I have [PII] on here and it says National Agency Solutions. Let me go over here to let's see what we normally do is try to pull up an active. I'm in a different screen. Let's see. Oops, no that's lapsed and I want the lapse policy on an active one. Hang on just a second, active.
[CUSTOMER][NEUTRAL] I do too.
[AGENT][NEUTRAL] Here we go, and I need to go to commission.
[AGENT][NEUTRAL] So yes, we have [PII], we have national Marketing Group Services, is that who he said he's with?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In Southern Region LLC, so yes, he is umbrellaed under all of that. So National Marketing Group is one of the agents associated with this account.
[CUSTOMER][POSITIVE] OK perfect so I'm good to send them that policy.
[AGENT][NEUTRAL] Mhm, yes, yes.
[CUSTOMER][POSITIVE] Wonderful thank you so much for taking the time to go through that verification with me. I hope you have a fabulous afternoon.
[AGENT][POSITIVE] You're most welcome.
[AGENT][POSITIVE] You too. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Mhm thanks bye.