AccountId: 011433970860
ContactId: 231cf7c1-054f-4d2c-a8f2-26e2ef92772c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252619 ms
Total Talk Time (AGENT): 71079 ms
Total Talk Time (CUSTOMER): 150966 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/231cf7c1-054f-4d2c-a8f2-26e2ef92772c_20250402T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. My name is [PII], and I'm calling from NE Solutions. I'm an insurance broker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have, I have a question and I don't know um who can answer this question. So, our agency uses Employee Navigator for our enrollment platform.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So are the benefits that we offer our clients for APO like the short term disability, the accident, cancer, and all of that good stuff, um, are being put in the system and they are connected with, with, um, if they're connected in a fee file with a deal, right?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, my question to you is the following. So we have enrollers that help us in uh with our cases. So our, the enrollers are seeing employees and based on whoever sees that employee gets paid and whatever policy they sell.
[CUSTOMER][NEUTRAL] So if I, if they see you that enroller gets paid on your benefits, if I see another employee, I get paid for that benefit. So I'm noticing that with APO for the short term disability, I'm seeing that.
[CUSTOMER][NEUTRAL] That APO is able to split the commissions that I have with the enrollers, meaning that I get my percentage, they get their percentage, but they're not able to do it for the accident, cancer, and critical illness, and then we're trying to find out what is the difference.
[AGENT][NEUTRAL] OK, um, so you're seeing it that we can split it on on which one? I'm sorry.
[CUSTOMER][NEUTRAL] Or why can that be done?
[CUSTOMER][NEUTRAL] On the disability, on the short-term disability that you guys sell?
[AGENT][NEUTRAL] Yeah, OK, and I'm gonna have to get with accounting on why and how for that, but and we can't on any of the other ones and what is your agent code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, crap, I don't have the agent code. Can I give you, uh, uh, [PII], do you have like an agent? No?
[CUSTOMER][NEUTRAL] Oh yeah, we
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, I don't, I don't have canned beef.
[AGENT][NEUTRAL] OK, what is, do you have your tax ID?
[CUSTOMER][NEUTRAL] Yeah, 20
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, um, I'm sorry, give me the your agency, um name again.
[CUSTOMER][NEUTRAL] Yes, N as in Nancy, E as in Edward, Solutions, Inc.
[AGENT][NEUTRAL] OK, um, give me a little bit to do some research on this. What is a good phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and so the basic question is just so I make sure I have this, you wanna know why we can set up percentages to be split on the disability policies, but we're on we are not able to do that on any of the other ones.
[CUSTOMER][NEUTRAL] Correct. And more importantly, the one that I'm looking for is more like the accident, cancer, critical illness, hospital indemnity.
[AGENT][POSITIVE] OK, let me see what I can find out and I will give you a call back before end of business today.
[CUSTOMER][POSITIVE] Perfect, thank you. I appreciate it. What was your name again?
[AGENT][POSITIVE] Thank you. My name is [PII]
[CUSTOMER][NEUTRAL] He
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye.