AccountId: 011433970860
ContactId: eebf81b5-37d4-4af3-890e-72a4f7587afc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288649 ms
Total Talk Time (AGENT): 113738 ms
Total Talk Time (CUSTOMER): 50882 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/eebf81b5-37d4-4af3-890e-72a4f7587afc_20250605T15:49_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] with the care team. How you doing?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][POSITIVE] I'm doing great. I was just hoping you could help me verify a broker real quick.
[AGENT][NEUTRAL] OK, sure, what is the broker's name?
[AGENT][NEUTRAL] Or ag
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] TON
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And I wanna see if they're under national agency solutions.
[AGENT][NEUTRAL] Not seeing it
[CUSTOMER][NEUTRAL] They're um
[CUSTOMER][NEUTRAL] Their company name is One Digital.
[AGENT][NEUTRAL] Um, OK, we have two in digital. One is under NAS, so I'll look at that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I just wanna confirm a group number and I see NAS as the agency but I don't see obviously like we have to check, you know.
[AGENT][NEGATIVE] Yeah, I'm not seeing a [PII].
[AGENT][NEUTRAL] In our system, is she an assistant to a broker?
[CUSTOMER][NEUTRAL] She says she's a client engagement specialist. It's like her um job title on her email.
[AGENT][NEUTRAL] OK, so then she then she works for a broker so we won't be able to find her information, um, and then it looks like in license or for one digital TOPCO, um, it just has like a generic email. Do you know what the group number is?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, it's 26611.
[AGENT][NEUTRAL] 26651.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it looks like the agent for this group is under USI and his name is [PII].
[AGENT][NEUTRAL] So let me see, that's not with one digital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I have care team asking if one digital is a part of this group and USI is that associated with one digital?
[AGENT][NEUTRAL] Because this is the broker who is on the group and then when I look up the group number.
[AGENT][NEUTRAL] The commissions, I don't see one digital.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All [PII]. Thank you.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Yeah, I'm not seeing one digital on this group's commission line, um, so I, unless they're with one USI I wouldn't I guess speak with them about the group.
[CUSTOMER][NEUTRAL] No worries, I'll just let them know I wasn't able to verify him and I need the agent on file to reach out to us.
[AGENT][POSITIVE] Yeah, OK, sounds great.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] Thank you bye bye.