AccountId: 011433970860
ContactId: 90ea3736-a5c9-4c24-89ea-df2aa572ee4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363600 ms
Total Talk Time (AGENT): 94856 ms
Total Talk Time (CUSTOMER): 115612 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/90ea3736-a5c9-4c24-89ea-df2aa572ee4e_20250211T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, I was calling for a broker compensation. Can you help me with that?
[AGENT][NEUTRAL] Uh, sure, what information? Who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII] and Stay.
[AGENT][NEUTRAL] Alright, and are you a broker with the APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're needing commission information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, I wanted to find out, uh, I, I think I may have done this when I first signed up a few years back, but I wanted to find out, um, who I have.
[CUSTOMER][NEUTRAL] As beneficiary.
[AGENT][NEUTRAL] As a beneficiary on yourself, OK, let's have to see if we have that in your file. Spell your last name for me.
[CUSTOMER][NEUTRAL] For myself.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah sure, it's [PII]
[AGENT][NEUTRAL] There you are with the rain that's OK, let's see.
[AGENT][NEUTRAL] Let me go into your file and see if we have that in here. Give me just one second here.
[CUSTOMER][POSITIVE] Appreciate you.
[AGENT][NEUTRAL] I'm just going through all the documents. Bear with me just a second.
[AGENT][NEUTRAL] Have to be on one of these forms. Bear with me just a second, no longer than I thought.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh I go right to it.
[AGENT][NEUTRAL] Let me check with our commissions team. [PII] is the one I usually go to. She's actually in a meeting. Can I call you right back with that information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, absolutely, and, and, and one of the question I guess before, before we hang up also that, uh, and it would, would, would it pertain, so, so I'm trying to just get everything in more so after it all pertains, would it all pertain to like any kind of um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Earned income that comes through and residual income um that's that's uh owed I mean that would all go to the benefit so it would so I say it's supposed to be my wife, right? So that would all be automatically 100% of that would just go until that all falls off the books it would be my my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Um, yeah, let me, let me confirm all that with her. Like if something was to happen, like all of that goes directly to your beneficiary if there's anything additional needed or anything else that you need to put a beneficiary on that you're not aware of. OK, I will ask her, mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right, because now I've run everything through my company Crescent City benefits. Everything runs through my company, so I'm, I'm assuming that it would all fall under that, but, um, but of course it, it all goes back to underneath my name. But uh, but yeah, yeah, so, um, no, I appreciate it. Can I give you my number?
[AGENT][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, go ahead give me.
[CUSTOMER][POSITIVE] Oh yeah we have it.
[CUSTOMER][NEUTRAL] OK, it's uh 504 area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, yep, let me check on all that for you because I do believe that would go to her and I think she can temporarily be appointed or, you know, the agent or something, but let me get all that verified and I'll give you a call back, OK?
[CUSTOMER][NEUTRAL] Right, and, and, uh, last, last thing, sorry, before uh before we hang up, she does not have to become a she doesn't have to get her license, um, that, that would be another main question I don't think that's the case, but just, just to verify, correct, um.
[AGENT][NEUTRAL] 00 no.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't think so.
[AGENT][NEUTRAL] I'll verify.
[AGENT][POSITIVE] OK, yes, I will.
[AGENT][NEUTRAL] I just remember going through that in insurance class, so I'll verify that for you.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, I think so too. I think it's been a long, long time myself, but, uh, but alright, thanks so much.
[AGENT][POSITIVE] Yeah, OK, you're most welcome. I'll talk to you soon. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, bye bye.
[AGENT][NEUTRAL] Mhm bye bye.