AccountId: 011433970860
ContactId: 7f45cadd-1bc1-40a1-a6d9-1f19ff43d74d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526200 ms
Total Talk Time (AGENT): 177313 ms
Total Talk Time (CUSTOMER): 169767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7f45cadd-1bc1-40a1-a6d9-1f19ff43d74d_20250513T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I am [PII].
[CUSTOMER][NEUTRAL] Yesterday I got a check in the mail for $7.74.
[CUSTOMER][NEUTRAL] I was just wondering if you could tell me what that is for. There's no, no explanation about it.
[AGENT][NEUTRAL] OK, um, do you have a policy with APL?
[CUSTOMER][POSITIVE] Yes, I do. I've had it for years and years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I guess I should have pulled out that policy because I don't have my number handy.
[AGENT][NEUTRAL] OK, I can look it up by your name or your social.
[CUSTOMER][NEUTRAL] OK, 455887854.
[CUSTOMER][NEUTRAL] Oh, here we go.
[CUSTOMER][NEUTRAL] It says final commission after term.
[AGENT][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] That's all it's got on here.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] My husband was a
[CUSTOMER][NEUTRAL] An agent of y'all's years back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it made out to him?
[CUSTOMER][NEUTRAL] No, ma'am, it was made out to me.
[CUSTOMER][NEUTRAL] And I, I'm sure it's because I was the beneficiary.
[CUSTOMER][NEUTRAL] I've always got the commissions and they're just about to dwindle away, so.
[CUSTOMER][NEUTRAL] If I'm thinking about the right.
[CUSTOMER][NEUTRAL] Insurance group.
[AGENT][NEUTRAL] Yeah, cause, um, what was his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] We live in [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, yeah, it looks like.
[AGENT][NEUTRAL] And what was your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so he was a broker with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because it looks like we still got you with the policy, uh.
[CUSTOMER][NEUTRAL] Good. I was hoping my policy wasn't going away because I
[CUSTOMER][NEUTRAL] Uh, I turned [PII], [PII] Thursday, and I thought, well, it could have to do with
[CUSTOMER][NEUTRAL] One portion of it maybe.
[AGENT][NEUTRAL] Yeah, if it, if, um, what was it, what did it say on there about it commissions?
[CUSTOMER][NEUTRAL] Uh, final commission after term.
[AGENT][NEUTRAL] OK. Yeah, that would be for the broker's side, um, when your husband did that. So, yes, we do still have you active though under your policy. Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, still got you on there, um, active.
[AGENT][NEUTRAL] And yes, that would have been for his commissions, so.
[CUSTOMER][NEUTRAL] So I won't be getting any more commissions, is that what it's meaning?
[AGENT][NEUTRAL] Um, I can transfer you over to our broker department to double check that. Um, would you like me to do that?
[CUSTOMER][POSITIVE] Yeah, let's do that so I can make a note and know what's going on.
[AGENT][NEUTRAL] OK, um, let's see. Can I get a good call back number from you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then did that have a check number on it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It does 02043037.
[CUSTOMER][NEUTRAL] The date's [PII].
[AGENT][NEUTRAL] OK, let me get you over to Broker Resources and then we can make sure, you know, if that's the final one and get that resolved for you, OK?
[CUSTOMER][POSITIVE] See what's going on, yeah. Sounds great, thank you.
[AGENT][NEUTRAL] Yeah. OK, hold on.
[AGENT][POSITIVE] Thank you and happy belated birthday.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team, and I've got a [PII] on the line. Um, I guess her husband, who is now deceased, he used to be a broker with APL and she got a, a commissions check. Um, it says like final commissions check and um I had never heard of this, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I wanted to transfer her over to you to see if you could look and see. She wants to know, is this the final checks? She said she's received them for quite a long time, but they get smaller and smaller, so I wasn't sure how all that works, so.
[CUSTOMER][NEUTRAL] OK, let me put you on a brief hold because I think this might go to [PII], um, or this might be a [PII] question, but let me put you on hold and check with the senior, OK?
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] Uh, of course.
[CUSTOMER][NEUTRAL] Hey [PII], are you still there?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] OK perfect so I'm gonna take down um [PII]'s husband's name and then also her phone number we're gonna have to do a little bit of investigation on this it's not gonna be like a quick clear answer um so I just wanna give her the best answer possible so I'll give her a call back um when we have the answer.
[AGENT][NEUTRAL] OK, um, his name was [PII].
[AGENT][NEUTRAL] And he used to have a policy with us, which she still has. I don't know if that will help any, um, cause it'll have his social, so, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But obviously that's not related, but I didn't know if it would help, but that policy number is 573-972.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then [PII]'s number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me give you the check number. Um, it was only for like $7 and some change, um, but check number 204.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3037.
[CUSTOMER][POSITIVE] Alrighty thank you [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you so much. Have a good day.
[CUSTOMER][POSITIVE] Of course you too bye bye.
[AGENT][NEUTRAL] OK, Ms. [PII], I found out from Broker Resources they're gonna do a little bit of investigations because they want to give you the right answer and make sure it's the final one. Go research that and then I gave them your telephone number and then when they find out they're gonna give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][POSITIVE] Alright, I appreciate your help.
[AGENT][POSITIVE] OK, well, thank you so much. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK. OK. You have the same. Bye-bye.
[AGENT][NEUTRAL] Bye bye.