AccountId: 011433970860
ContactId: fc02d018-361d-4fbb-95f9-ed5c5eca1d51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114599 ms
Total Talk Time (AGENT): 48911 ms
Total Talk Time (CUSTOMER): 54472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/fc02d018-361d-4fbb-95f9-ed5c5eca1d51_20250409T18:04_UTC.wav
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[AGENT][NEUTRAL] You for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I am from Heffernan Insurance Brokers. And I was trying to find a good email address for a broker of record change that we are trying to request. Um, so Heffernan Insurance Brokers, uh, purchased a book of business from Brown and Brown Insurance. So if you could probably help me with an email address where I could maybe send all the documents.
[AGENT][NEUTRAL] OK, so just, you're just sending it to us because we couldn't provide the broker.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Email address to.
[AGENT][NEUTRAL] We wouldn't be able to if you're not a part of the group or the agency like of the we couldn't pro we we would not be able to send out a broker's email address.
[CUSTOMER][NEUTRAL] Uh, the general email address for a request for a broker of record change is what I mean?
[AGENT][NEUTRAL] Oh, OK, thank you. OK, I thought you meant like asking for a broker's specific broker's email address. Yes, if you can send, if you have an AOR change, you can send it to sales.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Am so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] So that's sale S [PII], is that right?
[AGENT][NEUTRAL] Just make sales plural and you've got it.
[CUSTOMER][NEUTRAL] [PII], OK, with an [PII], all right.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][NEUTRAL] All right, anything else? Of course.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Enjoy your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye