AccountId: 011433970860
ContactId: a104ad95-7314-43a4-95c7-5f56d3d930ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384269 ms
Total Talk Time (AGENT): 59516 ms
Total Talk Time (CUSTOMER): 83384 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a104ad95-7314-43a4-95c7-5f56d3d930ea_20250618T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, um,
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I'm calling on behalf of my husband's business.
[CUSTOMER][NEUTRAL] Um, MDR Financial Group, um, I think he's, he's still, I believe he's still getting paid commissions from your company, and he passed away.
[AGENT][POSITIVE] OK, I'm so sorry.
[CUSTOMER][NEUTRAL] Um, a year ago, so.
[CUSTOMER][NEUTRAL] Um, is there anyone you could, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to talk to someone who
[CUSTOMER][NEUTRAL] About his commissions that he's still getting, cause we're
[CUSTOMER][NEUTRAL] You know, trying to close the, uh, the business, and, um,
[AGENT][NEUTRAL] The accounts, OK.
[CUSTOMER][POSITIVE] Yes, and paid all.
[AGENT][NEUTRAL] And and what was the what what is the name of the business?
[CUSTOMER][NEUTRAL] It's um MDR.
[CUSTOMER][NEUTRAL] Financial group.
[CUSTOMER][NEUTRAL] LLC
[CUSTOMER][NEUTRAL] Should be under [PII].
[AGENT][NEUTRAL] OK, give me just a moment, OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ma'am,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, do you know, is he, um, a broker for um American Public Life or American Fidelity?
[CUSTOMER][NEUTRAL] Um, that I'm not sure.
[CUSTOMER][NEUTRAL] But all I know is
[CUSTOMER][NEUTRAL] You're still, um, your company is still paying him.
[CUSTOMER][NEUTRAL] I'm gonna send in this business account.
[CUSTOMER][NEUTRAL] Directly.
[AGENT][NEUTRAL] And do you know if it's coming, do you know if the commission is saying for it's from American Public Life?
[CUSTOMER][NEUTRAL] That's, that's what it says on the, uh, like there's a, yeah.
[AGENT][NEUTRAL] That's what it says, OK.
[AGENT][NEUTRAL] OK. And can you spell his name for me again?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Just so that I make sure that I have it, uh huh.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes, and then [PII], ER, yes.
[AGENT][NEUTRAL] ER
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] Yes, yes, you got it.
[AGENT][NEUTRAL] OK, I'm gonna put you back on hold for just a moment, OK?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.