AccountId: 011433970860
ContactId: 4d90e146-77ce-40af-b751-52baf2f0865a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 852650 ms
Total Talk Time (AGENT): 330767 ms
Total Talk Time (CUSTOMER): 249786 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4d90e146-77ce-40af-b751-52baf2f0865a_20250520T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I am [PII], and I have a policy with y'all, um, 2 or 3 really, but, um.
[CUSTOMER][NEUTRAL] There's um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Check came in the mail. I was trying to remember when it came.
[CUSTOMER][NEUTRAL] Uh, it's the date on it is [PII], and I think I got it the following week, last week, probably. Anyway, it's for uh $7.74 and it says final commission after term.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I called once to find out what that was about.
[CUSTOMER][NEUTRAL] And uh they just assured me the policy was still active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um I never did, she said she'd try to find out what exactly that meant, and I never did hear anything back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can you help me with that or do.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am. And if I can't, I will make sure I get somebody that can for you, OK? Uh, yes, ma'am. What is your policy number that the check came on?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Good. Yeah, good.
[CUSTOMER][NEUTRAL] I don't see that it, it, I have the check number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you want that? Would that help?
[AGENT][NEUTRAL] Yes, ma'am. What is the check number?
[CUSTOMER][NEUTRAL] 02043037
[CUSTOMER][NEUTRAL] I know I have a cancer policy.
[CUSTOMER][NEUTRAL] And I'm not just real sure. I haven't looked at that in quite a while.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, let me I can um pull in this.
[CUSTOMER][NEUTRAL] So I don't
[AGENT][POSITIVE] This check number real quick so that we can get information.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, do you?
[AGENT][NEUTRAL] And your social security number and that will help pull in your policies for me.
[CUSTOMER][NEUTRAL] Uh yes, my social is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Let me just a minute while the computer pulls things in.
[AGENT][NEUTRAL] OK, Miss [PII], verify your date of birth for me.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is your address, phone number and email address on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] OK, it's the address [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Your email address and the phone that's on the policy?
[CUSTOMER][NEUTRAL] OK, uh, email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and is that a good phone number to call you back on if our call gets disconnected?
[CUSTOMER][POSITIVE] Absolutely, yes.
[AGENT][POSITIVE] OK, awesome. Alright, let me look in the notes here in the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see
[AGENT][NEUTRAL] If I can see any information about that check.
[AGENT][POSITIVE] I may not be able to, but if I can't, uh, I know where to send you to so that they can help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. Well, I hated to cash it if it was a mistake. I haven't filed a claim on it ever and I, I just don't know what that is all about.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am I understand.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is I'm gonna go ahead and transfer you on over to customer service so that they can um further assist you with your check um I I don't see any notes about it, but I'm only allowed to er see certain notes so that's why I need to transfer you because they may be able to see something that I can't so that OK alright well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Sure, I don't mind that, yeah, that'll be fine.
[AGENT][NEUTRAL] Yes, Ms. [PII]. And it's gonna be a brief hold while I transfer you on over, OK?
[CUSTOMER][POSITIVE] Sure, that's great.
[AGENT][POSITIVE] All right. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You have a good day too.
[AGENT][POSITIVE] You're welcome, ma'am. Thank you, ma'am.
[CUSTOMER][NEGATIVE] Trasferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hello, [PII] and customer service. This is [PII] and the care team.
[AGENT][NEUTRAL] I've got, um, hey, I've got Ms. [PII] on the phone.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Her policy number is 573-972.
[AGENT][NEUTRAL] She has received check number 02043037 in the amount of $7.74.
[AGENT][NEUTRAL] The statement on the check is saying that this is uh paid commission before term date.
[AGENT][NEUTRAL] When I look up the check, it doesn't associate it with the policy number that she's given me and it's the only policy that she has with us.
[AGENT][NEUTRAL] I don't see any notes about the check although I can only see certain notes so she's calling because she wants to know what this check is for.
[AGENT][NEUTRAL] And is it OK to cash it or not?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me find.
[AGENT][POSITIVE] And she's very super sweet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I can come after time.
[AGENT][NEUTRAL] Mhm. Final commission after term, but her policy is active.
[CUSTOMER][NEUTRAL] user code [PII] ACP4.
[CUSTOMER][NEUTRAL] And that's coming out of the [PII] account that's not coming out of, so this wouldn't be a check that customer service issue. Hold on.
[AGENT][NEUTRAL] Do you know who could have issued it?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] Let me go back to her and let her know that you're trying to look it up so that she doesn't think we've forgot about her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] We haven't forgot about you. I've got um cus yes I can hear you. We've got customer service on the other line and they're doing some research on the check. I'm sorry you're having to hold, but they're trying to look it up also, so it's gonna be a brief moment and somebody should be with you shortly. I just didn't want you to think what we forgot about you.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I understand how all that works. It just takes time, so I'm holding.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] OK, memory, she's OK with holding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there's an agent ID number on here hold on.
[CUSTOMER][NEUTRAL] 455887854
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, set up for assignment of [PII]'s commission.
[CUSTOMER][NEUTRAL] Yeah, this is gonna be whoever pays the commissions.
[CUSTOMER][NEUTRAL] It's gonna be whoever sent this out.
[AGENT][NEUTRAL] Which was
[AGENT][NEUTRAL] Which was [PII]. So, um, I think now it's gonna be [PII]. Let me see.
[AGENT][NEGATIVE] Well, it's not pulling up anything for me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Broker resources, OK, I'm gonna transfer her to broker resources.
[CUSTOMER][NEUTRAL] OK, yeah, because that check is gonna be, it's a commission check, so it's not gonna have anything to do with her actual policy.
[AGENT][POSITIVE] OK. All right. Thank you, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] Hi Miss [PII], this is [PII] back with you again. I have found where I need to transfer you to, so we're gonna go ahead and get you taken care of now. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. OK, thanks.
[AGENT][POSITIVE] You're very welcome. You're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] Hi, this is [PII] in in the care team. I have an insured on the phone. Her name is Ms. [PII].
[AGENT][NEUTRAL] And her policy number is 573-972.
[AGENT][NEUTRAL] She has received a commission check um for agent [PII] and the amount of $7.74 and it was uh final commission before term.
[AGENT][NEUTRAL] The check number that she's got is
[AGENT][NEUTRAL] 02043037.
[AGENT][NEGATIVE] And she doesn't understand what this check is for um.
[AGENT][NEUTRAL] She has an account with us and her policy is active and she just wants to know what this check is for and if it's OK to cash it.
[AGENT][NEUTRAL] She said she hasn't sent in any claims.
[CUSTOMER][NEUTRAL] So you're saying that.
[CUSTOMER][NEUTRAL] So when the dog is injured.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I regard of the broker.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Is [PII] the broker?
[AGENT][NEUTRAL] No, [PII] is an insured.
[CUSTOMER][NEUTRAL] Or she just
[AGENT][NEUTRAL] And she received a commission check.
[CUSTOMER][NEUTRAL] OK, and she received the commission check.
[AGENT][NEUTRAL] In her name.
[CUSTOMER][NEUTRAL] But it says commission check.
[AGENT][NEUTRAL] Yeah, it says final commission before term.
[CUSTOMER][POSITIVE] OK, um, I'm probably gonna have to get some help with this one that you can send her over.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] OK. All right. Thank you so much. You have a good rest of your day.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] All right, thanks.