AccountId: 011433970860
ContactId: 4c0742c0-71d3-496d-b236-478fd40e04fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 836219 ms
Total Talk Time (AGENT): 313906 ms
Total Talk Time (CUSTOMER): 218702 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4c0742c0-71d3-496d-b236-478fd40e04fb_20250416T17:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, would it be possible for me to talk to Ms. uh, [PII] or [PII]?
[AGENT][NEUTRAL] Um, I can see if she's available. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name's [PII]. I just spoke with her a little while ago, uh, from Hill Insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hang on just a second, let me see if she's free.
[AGENT][NEUTRAL] I sleep on another call and type and again.
[AGENT][NEUTRAL] She's actually on another line. Is there something that I can try to answer for you?
[CUSTOMER][NEUTRAL] Yeah, I bet you probably could. I'm, I'm sorry, uh, so we, I was just checking on the status of, uh, an employee of one of the school districts that we write, uh, that we're the broker for Will's Point Independent School District in, uh, in here in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have the group number for that group?
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If you don't, I can look it up it's not a problem.
[CUSTOMER][NEUTRAL] Yes, group number is 12582.
[AGENT][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] [PII] Point ISD OK and you said it was on a specific employee?
[CUSTOMER][NEUTRAL] Yes, uh, her name is [PII], that's [PII]
[AGENT][NEUTRAL] OK, just one.
[AGENT][NEUTRAL] Oh there she is [PII]. OK, I got her. How can I help you?
[CUSTOMER][NEUTRAL] OK, so, uh, my question before was, uh, she just was diagnosed with cancer, uh, so she took out this policy with us, uh, back in, uh, uh, this I guess the fall of August whenever they had enrollment, but she had a pre a previous policy from her other school district that she came from, uh, in [PII], and so, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] The owner said that uh she checked with whoever and that that that would be fine that it would show her uh initial date from the beginning of that first that other policy so uh anyway so I was just going I needed to get the actual policy number uh to help her fill out this form and uh I know that our policy number changed uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're just wanting the policy number? Oh.
[CUSTOMER][NEUTRAL] From I think it
[CUSTOMER][NEUTRAL] Well, uh,
[CUSTOMER][NEUTRAL] Yeah just to verify I think it should be GC.
[CUSTOMER][NEUTRAL] 7002
[AGENT][NEUTRAL] That's the actual type of, that's the actual policy type that she has. Her policy number is 2531301.
[CUSTOMER][NEUTRAL] Does that sound right?
[CUSTOMER][NEUTRAL] OK, let me, let me write that down, uh, say that again.
[AGENT][NEUTRAL] It is 253-1301.
[CUSTOMER][NEUTRAL] 1301.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] So the reason I couldn't find get that number is uh she's not showing up on my commission statements.
[AGENT][NEUTRAL] She's not showing up in your commission statement?
[CUSTOMER][NEUTRAL] Her husband
[CUSTOMER][NEUTRAL] Right, her husband is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Uh, she and her husband both work for Will's Point ID.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And so I was and so at first it scared me. I thought, oh no, did she not really have coverage and it was her husband had coverage and you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me see if I can get a great detail report to pull up. Give me just a second.
[AGENT][NEUTRAL] So she's had that let's see.
[AGENT][NEUTRAL] That's been effective since [PII] because part of that she had the GC 14.
[AGENT][NEUTRAL] OK, let's see, hang on just a second, let me go out here.
[AGENT][NEUTRAL] Group 12.
[AGENT][NEUTRAL] So you've not shown her, she hasn't been showing up on any of your commission statements since she converted to the new policy?
[CUSTOMER][NEUTRAL] No, uh, because I mean I've, I've got, uh, December's January, and I'm also got February pulled up, uh, haven't actually downloaded it and run those statements yet, but, uh.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She was not and so.
[AGENT][NEUTRAL] OK, I'm just looking at this detail report, make sure she's on here because she should be. OK, yeah, there she is, [PII].
[AGENT][NEUTRAL] OK, let me, give me just one second, let me pull up.
[AGENT][NEUTRAL] I can pull up the commission statement.
[AGENT][NEUTRAL] We have access to.
[AGENT][NEUTRAL] Statements.
[AGENT][NEUTRAL] I'm waiting on my system to pull up. It takes a second for it to there we go. OK, let's see, let's.
[CUSTOMER][NEUTRAL] That's OK. Uh, Ms. [PII] said hers was going slow too.
[AGENT][NEUTRAL] Yeah, let me look in January. So do you usually get your commission statements towards the first of the month or the middle of the month? Do you know when there's payout?
[CUSTOMER][NEUTRAL] Uh, they, they download twice a month. I get 2 a month and but usually only 11 payment a month.
[AGENT][POSITIVE] Voice, OK, perfect. OK. I'll look.
[AGENT][NEUTRAL] Yeah makes sense. OK, let me.
[AGENT][NEUTRAL] number here.
[AGENT][NEGATIVE] Oh goodness, that's so low.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know what your agent ID is?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see if I can find it uh.
[AGENT][NEUTRAL] Trying to pull up my group number but that didn't work so I think I have to have your agent ID for me to get the accurate statement.
[CUSTOMER][NEUTRAL] We, uh, uh, I'm not sure we, we, uh, I think go through.
[CUSTOMER][NEUTRAL] MGM was how I think we obtained that this.
[AGENT][NEUTRAL] OK. Oh, you think it's, you think it pays through MGM and then comes to you?
[CUSTOMER][NEUTRAL] Well, actually I, I, I go directly to the APL website to download our commission statements, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK, let me just go to the agent screen.
[CUSTOMER][NEUTRAL] And our our deposit is is from APL.
[AGENT][NEUTRAL] OK, let me, you said what would you say your last name was?
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look under MZM.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Why am I not finding any of that right now.
[AGENT][NEUTRAL] So when you go online to pull it, what do you go under?
[AGENT][NEUTRAL] You go under your own account or do you go under the agency account?
[CUSTOMER][NEUTRAL] It's probably an agency account or may have just been the, the previous person who held my position uh because it's uh I think it's [PII].
[AGENT][NEUTRAL] So do you have one of your commission statements there?
[CUSTOMER][NEUTRAL] I do, I'm I'm, I've got.
[AGENT][NEUTRAL] What's the there should be, there should be a on the top left hand or on the top right hand corner of that statement will say agent tax ID.
[CUSTOMER][NEUTRAL] Not on the on the uh.
[CUSTOMER][NEUTRAL] The paper one
[AGENT][NEUTRAL] It doesn't have a tax ID?
[CUSTOMER][NEUTRAL] The, the, the the PDF, it does, it does not have, so you need my you want my tax ID number?
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Weird.
[AGENT][POSITIVE] Yeah, if you have that, that, that'll help me pull it.
[CUSTOMER][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] On a piece of paper that's covered right now.
[CUSTOMER][NEUTRAL] With all the other stuff on my hands I mean.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Here we go, uh, tax ID number is 20.
[CUSTOMER][NEUTRAL] Dash
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me a second. Let me see if that pulls it up.
[AGENT][NEUTRAL] Yep, that works. OK, let's see what does this have on it. So that one just has a couple of people on it. That's just this.
[AGENT][NEUTRAL] OK. Hill Insurance Agency, so it's under Hill Insurance Agency. OK, and it looks like [PII] was on there.
[AGENT][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] Yeah, he's our uh agency principal.
[AGENT][NEUTRAL] OK, let me go back another month because this.
[AGENT][NEUTRAL] Uh, normally I have like a group number on here so that's what I'm looking for. Give me, let me get back another.
[AGENT][NEUTRAL] Oh, OK, let me go to the middle of January and see what it shows.
[AGENT][NEUTRAL] OK, here we go. I say that group was 1 that group 12582. Yeah, here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm looking on here to see if she's on this particular statement. OK, this is January, and her last name, what's her last name? [PII]. There we go, OK.
[AGENT][NEUTRAL] Uh, [PII], you're right, [PII] is on there.
[AGENT][POSITIVE] Interesting. OK, hang on a second.
[AGENT][NEUTRAL] Why is he on there? Does he have his own separate policy? I guess.
[CUSTOMER][NEUTRAL] He does, uh,
[AGENT][NEUTRAL] He does. OK, yeah, he's got his own policy number. I see that now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah they're they're both employees.
[AGENT][NEUTRAL] I got someone else looking at this with me.
[AGENT][NEUTRAL] Let us do some research on this because I don't know why she's not pulling in and he's pulling in. Let me go look at his policy really quick. I wanna see what his.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK policy number.
[CUSTOMER][NEUTRAL] Did he also previously have a policy with uh the other school district that he worked?
[AGENT][NEUTRAL] That's what I'm gonna, that's what I'm, that's what I'm gonna look at.
[AGENT][NEUTRAL] I got him and see if it was the same type of situation. No, he just took his out in October for the first time ever, so hers is a a changeover from the previous, previous policy. So I don't understand why she's not on here. So let me get with our commissions team and see what needs to happen or like what happened, why she wasn't pulled in under the new policy. Um, what's a good contact number for you?
[CUSTOMER][NEUTRAL] Uh, my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me, let me get with our commissions team. I'll pull D on the end of this too so she can see what we're looking at and then um I'll give you a call back, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] Thank you have a good day I'll talk to you soon.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye.