AccountId: 011433970860
ContactId: 04c42387-3183-4158-9268-ca223dbaed5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596469 ms
Total Talk Time (AGENT): 298597 ms
Total Talk Time (CUSTOMER): 173462 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/04c42387-3183-4158-9268-ca223dbaed5e_20250314T15:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, can you hear me OK?
[AGENT][NEUTRAL] A little bare I can hear you kind of, yeah. Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am calling from GP agency and I was just sent a commission. I'm sorry.
[AGENT][NEUTRAL] From which agency? GP?
[AGENT][NEUTRAL] Which agency were you with?
[CUSTOMER][NEUTRAL] GP agency.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] Peddle sticker.
[AGENT][POSITIVE] OK. I'm sorry about that. Go ahead.
[CUSTOMER][NEUTRAL] I am calling because I was just sent a commission uh statement for a check that we received, and it looks like it is for 2 employees and I wanted to know why we received a check back on these 2 employees. Is there something with your policy? I'm sorry?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So you, OK.
[AGENT][NEUTRAL] Yeah, um, do you have the group number for GP agency so I can pull up the information so you got something back for just 2 employees.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh, OK.
[CUSTOMER][NEUTRAL] Uh, hold on, I'll tell you what.
[CUSTOMER][NEUTRAL] I just gotta find the tab I had opened too many tabs open. Alright, so let's see. Alright, you know what, let's see if I can read this one. It is policy.
[CUSTOMER][NEUTRAL] 0256 0 that's their number hold on let's see.
[CUSTOMER][NEUTRAL] Agent tax number agent.
[AGENT][NEUTRAL] Yeah, give me the tax number.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, give me just one second, let me pull that up.
[CUSTOMER][NEUTRAL] Could be 257-71.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're saying you got a commission statement on 2 employees?
[CUSTOMER][NEUTRAL] Yeah, we got a check for $63.79. We thought it was commission and so someone I called and asked for the statement, and this is what they sent to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull up that statement. Give me just one second. What time period is that for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] January, well, this time period for [PII].
[AGENT][NEUTRAL] OK, give me one second, let me grab my grab that real quick.
[AGENT][NEUTRAL] Sorry it takes a minute for my system, my commission system to.
[AGENT][POSITIVE] Pull up, so give me just a second. I'm so sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] There we go. OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go. OK.
[AGENT][NEUTRAL] So this is for OK 257-71 the group it paid out for and I see it says 3470. OK, so this is a statement that says the statement period beginning balance is 2903 and the commission for this period is 3476.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you're wanting to know why it's only paying out for this [PII] and this [PII]?
[CUSTOMER][NEUTRAL] Yeah, why paying out on those two, yeah.
[AGENT][POSITIVE] OK. Well, that's a good question. And that's a very good question. Um, hmm.
[AGENT][NEUTRAL] I'm gonna have to do some research on this and let me pull up something else. Give me just a second, let me go.
[AGENT][NEUTRAL] OK that's the group.
[AGENT][NEUTRAL] 825711. So that's paying for it looks like all of that was just for [PII].
[AGENT][NEUTRAL] Let's see, maybe it was a catch up. Maybe they went back and adjusted something. Let me see if there's any notes out here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not sure. I'm gonna have to get with our commissions department and see what's going on. I don't know if this was a catch up for.
[AGENT][NEUTRAL] Something that we should have paid for October because it looks like it's October premiums for the most part so that it doesn't say normally it'll say if there was an adjustment or something like that and I don't see that because there's several people on here that are active, so yeah, this one doesn't make sense to me. Um, what's a good callback number for you because I need to do some research.
[CUSTOMER][NEUTRAL] But those
[CUSTOMER][NEUTRAL] OK, um, you can do my cell, which is [PII]. But also to be to confirm that these two people are um currently enrolled and in and in good standing, correct?
[AGENT][NEUTRAL] [PII]. Yeah.
[AGENT][NEUTRAL] OK, yeah, let me double check that. It's a good question. Hang on just a second. Let me see, so we've got [PII].
[AGENT][NEUTRAL] Yes, I saw, let's see, [PII], let's see. OK, so she's active for her critical illness, but it looks like we don't have her, but her um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Accident policy is showing page to 111.
[AGENT][NEUTRAL] Only.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So is that the
[CUSTOMER][NEUTRAL] So that may be what this is returned for, that's interesting.
[AGENT][NEUTRAL] That must be, that must be, um, because it looks like premiums are due for November forward, it's still active. Let me go look and see if [PII] has the same thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII], where did [PII] go? There he is, [PII]. [PII]'s paid, let's see, accidents paid to February, critical illness is paid to February, and his cancer is paid to February, so all of this is paid current.
[AGENT][NEUTRAL] But that premium is for October.
[CUSTOMER][NEUTRAL] OK, so let me see what [PII] has.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, you said her accident is not showing?
[AGENT][NEUTRAL] The accident shows active, but it shows it's only paid up to November.
[CUSTOMER][POSITIVE] Interesting.
[AGENT][NEUTRAL] I'm wondering if I'm wondering if we just posted premiums recently for October and that's the commission for that month.
[AGENT][NEUTRAL] There has to be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I, I don't, because it's saying effective date [PII].
[AGENT][NEGATIVE] And it's only on those two employees, which has got me has me baffled because I'm looking through here just uh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] And the fact that Howard is paid up makes me wonder, that makes me a little nervous because it's the same company, so everyone, if one person is paid it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Everyone should be paid.
[AGENT][NEUTRAL] Yeah, let me get with our commissions department and see what data came through on their end to see what generated this 3476, um, because it does has it has their products on here so it's saying it's paying for actually like commission statement what 426 for the accident and then there's two lines out here.
[AGENT][NEUTRAL] For $2.08 for the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Critical illness, but it, it says October and then it says October to November.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, I don't know. I can't, I'm gonna have to do some research because I'm.
[CUSTOMER][NEUTRAL] Yes, so she's supposed to have critical illness, accidents, definitely, so I, I, I'm not sure what's going on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and then there's two lines on Howard.
[AGENT][NEUTRAL] For the accident and the critical illness, and the cancer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, let me see what's going on and um I will give you a call back. You said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check on this and I will give you a call here in just a little bit, OK?
[CUSTOMER][POSITIVE] OK, perfect, thank you, and I'll give you my email address as well just to be on the safe side in case I'm on the other line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, yeah, what is that? Sure.
[CUSTOMER][NEUTRAL] It's [PII]. So [PII].
[AGENT][NEUTRAL] [PII]. So [PII]. OK.
[AGENT][POSITIVE] I'll get on it and we'll get back and get you an answer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Talk to you soon. Uh-huh. Have a great day. Thank you.
[AGENT][NEUTRAL] Bye.