AccountId: 011433970860
ContactId: eaaff0b9-3ecb-4fb8-99b9-b7e3921440a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589239 ms
Total Talk Time (AGENT): 297931 ms
Total Talk Time (CUSTOMER): 170897 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/eaaff0b9-3ecb-4fb8-99b9-b7e3921440a0_20250117T16:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you? this is.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you. Um, I got Ms. [PII]. Um, she is calling for a new business.
[CUSTOMER][NEUTRAL] Am I calling the right place?
[AGENT][NEUTRAL] Uh, tell me what she's asking for and I'll tell you.
[CUSTOMER][NEUTRAL] Uh, well, she just asked for underwriting management. Uh, she didn't say much. I did ask her to see if she had a group or something like that, but she did, she said she don't.
[AGENT][NEUTRAL] She wants underwriting?
[CUSTOMER][NEUTRAL] That's what she's the underwriting managing which I don't think we have one and then she said it was your business so that's why I was like, OK, let me feel it.
[AGENT][NEUTRAL] Mm yeah getting either she's not getting underwriting, um.
[AGENT][NEUTRAL] Do you wanna send her to me and I'll see if I can figure out what she wants?
[CUSTOMER][POSITIVE] Oh, I can do that. Or do we have somebody in your list? I think we do, right?
[AGENT][NEUTRAL] Do we have somebody in your business?
[CUSTOMER][NEUTRAL] First thing.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah we yeah we have a new business department. It just kind of depends on what she's wanting in order to talk to them because um.
[AGENT][NEUTRAL] I, I don't think new business tries to be like uh broker facing or group facing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK. Let me go ahead and put her in and see actually what she needs because yeah, um, I was just, OK, one moment. Let me put her in. And her name is again [PII]. OK. Her callback number is, uh-huh, yes, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You're welcome. One moment, let me put her in.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII] I got Miss [PII] on the line. She's in the broker resources department, and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Sure, thank you so much. You're welcome.
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hi good how are you?
[AGENT][POSITIVE] I'm well, thank you. What's going on?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, so I was looking to talk to a group underwriting manager.
[CUSTOMER][NEUTRAL] Um, I have, and I'm representing an insurance producer that has a client that's interested in a particular product, and so I was trying to figure out if that was something that you would be able to provide.
[AGENT][NEUTRAL] Yeah, our underwriting team, so are they, so you have somebody that has a group with um with APL like they're appointed with us or they would like to get appointed with us?
[CUSTOMER][NEUTRAL] Um, they might, they would be interested in finding out if there's, um, if this particular product is available with your company.
[AGENT][NEUTRAL] OK, what's the product? Let's, I'm gonna see if I can help you just for a little bit. Our underwriting team isn't necessarily like broker facing or customer facing um I can try to do my best and then we can get underwriting involved um through email um if we, you know, have if we need them, but let me see if I can help first, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure. Um.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] So they're, they're interested in purchasing a disability product that would provide indemnity benefits um in the event that an employee's child was diagnosed with a severe medical condition or disability.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and where is the group out of?
[CUSTOMER][NEUTRAL] Um, I believe it's out of, sorry, I'm like I'm I'm calling on behalf of them so I don't have all the information in front of me. I believe they're based in [PII].
[AGENT][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Or what?
[AGENT][NEUTRAL] And would you be the broker or do they have a broker?
[CUSTOMER][NEUTRAL] They have a broker.
[AGENT][NEUTRAL] And do you know who the broker is?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] So do you, are you with like a um insurance company or a benefits company?
[CUSTOMER][NEUTRAL] Um, I'm just an independent contractor for the producer.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, so what I'm gonna have to do is I'm gonna have to get you.
[AGENT][NEUTRAL] In touch with um we do have different sales reps um who cover parts of the [PII] I'm gonna have to have a bit more information in order to give to give our RSMs or um our broker uh liaisons a little bit more information um we we do have a disability product um and I do believe that.
[AGENT][NEUTRAL] Excuse me, um, that it is sold in [PII], um, we just work with brokers, um, and then with the brokers we can help the groups if that makes sense. If you do, if you are a, um, if you work for a company who helps a broker who helps a group, um, we would like have to get like you would have to be appointed with us and stuff like that.
[AGENT][NEUTRAL] So I just need a bit more information if you don't mind.
[AGENT][NEUTRAL] Um, what I'm gonna do is I'm going, I'm going to send, um,
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] If I, if what would be easier for you if you sent me an email with what you're requesting or if I sent an email recapping what we just spoke about?
[CUSTOMER][POSITIVE] If you could send me an email that would be great.
[AGENT][NEUTRAL] Yeah, what's your email address?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second, I'm gonna type this out.
[AGENT][NEUTRAL] Excuse me for my.
[AGENT][NEGATIVE] Sickness over here that I keep.
[AGENT][NEUTRAL] And did you, and did you give me the group's name?
[CUSTOMER][NEUTRAL] Um, I did not. I actually wasn't given the group today was given very limited information.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, yeah, definitely you are given very limited information.
[AGENT][NEUTRAL] And [PII], what was your last name? Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] And then um your phone number is [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I will say that um if if and when a sales rep reaches out to you if you could get um the group's name um and then.
[AGENT][NEUTRAL] Just like it's just, it's just normal, normal things that we would need like as far as like how many people we would have insured um if they have a major medical plan.
[AGENT][NEUTRAL] What that would look like, um, or if it's just a disability plan, um, so if you could get a little bit more information that would definitely help our sales reps um when they're reaching out to you um let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said
[AGENT][NEUTRAL] Who needs disability with an indemnity writer correct?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] I'm gonna put through um.
[AGENT][NEUTRAL] Is out of [PII].
[AGENT][NEUTRAL] OK, just gonna send you a little recap um of course if you can get me a little bit more information you can reply to this email and then I will get um one of our sales reps uh to reach out to you.
[AGENT][NEUTRAL] And see if they can't give you a hand, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, of course. Anything else that you need or can think of?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. All right. Thanks for your call. Talk to you soon.
[CUSTOMER][POSITIVE] Thank you. OK. Bye.
[AGENT][NEUTRAL] Mhm.