AccountId: 011433970860
ContactId: 34554d98-0759-4336-981b-4bc765e7b0ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507920 ms
Total Talk Time (AGENT): 270357 ms
Total Talk Time (CUSTOMER): 306849 ms
Interruptions: 10
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/34554d98-0759-4336-981b-4bc765e7b0ab_20250618T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing today, my friend?
[AGENT][NEUTRAL] What's up? How are you?
[CUSTOMER][NEUTRAL] Good good hey um obvious it's not about really commission statements or anything like that but um I just I don't know why I don't have this written down.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But for our like Brooklyn management group um the group number is like 26933. I was just wondering what the commission uh payout is on that so like the like rate that y'all give back to us essentially because I see like on the commission schedule it says 24% for portable term life um but I didn't know if it was gonna be different for this group and I just wanted to double check on that.
[AGENT][NEUTRAL] Um, I mean, is, is it still under [PII]?
[AGENT][NEUTRAL] Like for both groups, yeah, I mean he'll be as long as he didn't sign like a different contract for any of these then it would, it should be the same.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I just, I, I just wanted to make sure because it's like uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I, I don't know exactly how y'all do products exactly with like the commission payouts, but it's not like a master policy or anything. It's just a group group term life insurance policy, so it's, it's safe to assume that 24% is what we would be getting paid.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I believe so, um, it it shows so this specific let me just make sure the group OK GTL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Because I know it's different than portable guaranteed term life that's different than portable, right?
[AGENT][NEUTRAL] So if he's on a RZ7 RZ4.
[CUSTOMER][NEUTRAL] Or is that the
[AGENT][NEUTRAL] Yeah, it could be different since it's group term versus portable where.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] That's the only reason I'm calling in and bothering you again, dude. You're probably getting sick of hearing my voice, Morgan.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] No, you're fine. Oh, you're right, it's been a minute, so.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] No, it's been fine. How are you doing? You doing OK?
[CUSTOMER][POSITIVE] Yeah, I'm doing good man just middle of the week, right? Ready to get to Friday, my friend. Damn.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] The weekend is never long enough, right, [PII]?
[AGENT][NEUTRAL] It's never long enough. I know. I just feel like I keep wishing my
[AGENT][NEGATIVE] My like weeks away and it's like kind of sad like I can't keep doing this.
[CUSTOMER][NEUTRAL] No, I, I'm with you
[CUSTOMER][NEUTRAL] Yeah, let me ask you this, are you, are you looking to switch industries anytime soon, or do you have like a game plan on, on like career wise what you wanna do? because you sound from, from what I can tell you sound pretty young. I mean, could be around my age. I mean, I didn't, I didn't see you.
[AGENT][POSITIVE] Well, I appreciate you. I feel like you sound young. How, how old are you?
[CUSTOMER][NEUTRAL] I'm, I'm [PII].
[AGENT][NEUTRAL] Yeah, so I'm [PII], I'll be [PII] this year actually.
[CUSTOMER][POSITIVE] Wow, dude, you have a, you have a very, um, soft and, and, and young sounding voice.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um, well, thank you. I will keep that in mind next time I get ID at.
[CUSTOMER][POSITIVE] You take that as a compliment.
[AGENT][POSITIVE] For drinks I'll keep that in mind. Thank you.
[CUSTOMER][NEUTRAL] For sure, absolutely, um, but do you, do you ever wanna switch industries?
[AGENT][NEUTRAL] Um, I'm out of [PII]. I don't know. I'm out of [PII], so I'm not 100% sure. Um, I like my job thus far. So yeah, where are you guys at? I feel like I should know by now.
[CUSTOMER][POSITIVE] That's nice.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][POSITIVE] We're [PII], we're [PII] man actually [PII], to be specific, um, but you know what I mean, I just, the insurance industry, yeah, you can make a lot of money and stuff, but that's why I'm really saving. I'm saving my money right now because like I do run this basically like a brokerage like I'm, I pretty much run this department which yeah really nice for for a young guy like me, but I mean it obviously comes with stress too.
[AGENT][NEUTRAL] [PII]. Gotcha.
[AGENT][POSITIVE] Nice, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, that's awesome. No, keep going.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know what I'm saying and um I'm just trying to stack my money for like as much as possible like I cut down all my expenses yeah exactly and I'm trying to look into maybe getting into like restaurant management because.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] You gotta save.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] I, I wanna open up my own restaurant one day cause I really, cause I don't know, I, I obviously haven't told you this, but I went to high school in [PII] and, and my dad kind of sent me to like a really nice high school and I actually got to be best friends with, with uh the Carrabas if you're familiar with the Carrabas Italian Grill, yea[PII], that's my good buddy [PII]. His dad started that, so I'm trying, I kind of grew up with him and I kind of saw how it works and
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Nice.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, that's nice.
[CUSTOMER][NEUTRAL] You know he's my best friend and uh you know why, why not get into business with a guy who already knows how it works, you know, and so that's why I'm really trying to trying to save my money and uh get my credit score to at least it's like like 7 it's 7:30 right now but you know what I mean? I'm trying to get it up to the 800 so that I can take out like a good size loan and just like see what happens you know you gotta take a risk on yourself, [PII].
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Yeah, that's awesome.
[AGENT][NEGATIVE] So insurance is not.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You do, so your, so insurance is not your end game then.
[CUSTOMER][NEUTRAL] No, I, I, I just, I'm not good at sitting behind a desk, man, you know, and just.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] It's very hard. Mhm. It is, it's, that's the only thing that, yep.
[CUSTOMER][NEUTRAL] Yeah, like, like you say you're just wishing your weeks away.
[AGENT][NEUTRAL] Yep, it's the only thing that bothers me about this job is it is a desk job and I've been in sales for so long so I was on my feet for so long but obviously.
[AGENT][NEUTRAL] Um, starting a family, um, changes that you cannot be in retail or really restaurant sales, to be honest, with, um, young kids. It's, it's a tough, my husband is in sales, so.
[CUSTOMER][NEUTRAL] For sure how many you got, man? You got your hands full, huh?
[AGENT][NEUTRAL] No, I just only have 2. No, just have 2 boys, but my husband is in um
[AGENT][NEUTRAL] Sales and he's super busy, so it's like, um, are you married, like switching over to the
[CUSTOMER][NEUTRAL] Ah, that you're, you're, you're like, you're like raising them yourself, basically, is that what you're saying?
[AGENT][NEUTRAL] Uh, not necessarily. He's obviously like he definitely helps, but there's a lot of solo parenting for sure in terms of, um, you know, during the holidays and busier times of the year, yeah, so it's.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Does he work for APL too? Is he a salesman for APL?
[AGENT][NEUTRAL] No, no, so we have, um, we have a local, uh, retail store in [PII], and it's called Metro Shoe Warehouse. We sell all over, but, um, I used to work there, that's why I say we, but, um, we sell all over, but we're just in [PII] and [PII] City and then in [PII], so that's what he does. He kinda runs the whole thing, so.
[CUSTOMER][POSITIVE] Very cool.
[CUSTOMER][POSITIVE] Wow, that's big time, dude. That's awesome. Um, why did you leave, man? You y'all were being able to work together with.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I started, I know, I start, I know we did, we did. We opened up a store together, but I, uh, we were, I was pregnant with my, with our first son, and retail life is hard with, so I like moved, um, just so that I could like be off at night because the stores opened, you know, Monday through Sunday and you can't really like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can't be on call like that with a kid, you know.
[CUSTOMER][NEGATIVE] That's brutal, yeah, Monday through Sunday, man, that's a full time gig for real, um.
[AGENT][NEUTRAL] It is. Mhm. Mhm. It's a lot. Yeah, it was a lot.
[AGENT][NEUTRAL] So this is.
[CUSTOMER][POSITIVE] Well, man, good for you though, at least you've got a family and stuff like that, you know, you.
[AGENT][NEUTRAL] Um, well, you too.
[CUSTOMER][POSITIVE] Yeah, no, for sure, I mean, you, you must feel, um, you know, accomplished in that aspect, you know, and, and money is not everything, owning your own business isn't everything, and so, you know, you're probably in a, in a great spot for yourself, so that's kudos to you, man. I hopefully I'll get one.
[AGENT][POSITIVE] I do, done a lot.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes, so far so good. Well, yeah, hopefully your restaurant, um.
[AGENT][NEUTRAL] Situation is.
[CUSTOMER][NEUTRAL] Hopefully it'll work out, right? Yeah, but um in the, in the time being I, I am gonna.
[AGENT][POSITIVE] Yeah, give me a bit. I used to love crabs we.
[AGENT][POSITIVE] I used to love Carrabas.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Dude, they've got a good product.
[AGENT][NEGATIVE] We in [PII] it closed. I know in [PII] it closed. I was super sad.
[CUSTOMER][POSITIVE] Uh, well, if you're ever in [PII], man, you've got to go to the original Carrabas because Mr. [PII], they actually, they sold pretty much like the franchise rights and everything like that, but got to keep an original location and man, the one in [PII], you can't beat it and the menu is totally different than the ones that are like franchise version. It's got all their mom and pop recipes and it's really, it's fine dining and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh nice.
[AGENT][POSITIVE] Oh wow, nice to know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Nice.
[CUSTOMER][POSITIVE] It, it's really cool. So if you're ever in [PII], man, pop by there and, and check it out and support, support, support those uh [PII], man, even though they've got enough money, then, then they don't know what to do with, so.
[AGENT][NEUTRAL] I have to.
[AGENT][NEUTRAL] Have to.
[AGENT][NEUTRAL] Right, yes, no, I know, well, um.
[AGENT][NEUTRAL] Yeah, he should be fine. He should be with his commission yeah it's, it should be the same across the board.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect then thank you so much [PII] I appreciate you and um it's always nice to talk to you.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Yeah of course I hope you have a great day, enjoy.
[CUSTOMER][POSITIVE] Yes ma'am you too bye.
[AGENT][POSITIVE] Thanks bye