AccountId: 011433970860
ContactId: a13cc995-3a6e-4b1b-b2d3-b1d2ddb3c7ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578780 ms
Total Talk Time (AGENT): 297572 ms
Total Talk Time (CUSTOMER): 189081 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/a13cc995-3a6e-4b1b-b2d3-b1d2ddb3c7ed_20250520T19:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team.
[AGENT][NEUTRAL] I'm sorry, you cut out. I heard care team. I heard care team.
[CUSTOMER][NEUTRAL] Can you hear me? Oh no.
[AGENT][NEUTRAL] What was the first name?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[AGENT][NEUTRAL] To oh [PII], yeah, hey, yeah, I didn't recognize your voice. Sorry, yes, I know you. What's up?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] Yes, you do. I've got Miss [PII] on on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 5397.
[AGENT][NEGATIVE] Sorry, you're cutting out really, really bad.
[CUSTOMER][NEUTRAL] Uh let me see if I can fix it, OK.
[AGENT][NEUTRAL] Getting like every other word or letter.
[CUSTOMER][NEUTRAL] OK [PII], can you hear me?
[AGENT][POSITIVE] Yes, yes. Now you're clear, yes.
[CUSTOMER][NEUTRAL] Oh good. Uh, it's the weather, it's the weather I can see it. OK, I've got Miss [PII]. It's not working.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] No, it's, here we go.
[AGENT][NEUTRAL] [PII], yeah, it, it, it is a little bit, oh, don't move. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't move. [PII], um, policy number 573-972.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She has called several times today about getting a commission check by accident we transferred to broker resources earlier. Somebody tried to call her back but she missed the call, so she's calling back but I don't see notes who called her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we don't, I don't think we have the ability to put notes out there just, yeah, I think they're working on all that. So, OK, yeah, I will see if I can figure out what's going on. So yeah, no, no problem, send her on through.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, thank you, [PII], you have a good day.
[AGENT][POSITIVE] Thank you, uh, you too, thanks.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII]. Is this one, I'm sorry, the lady that's trying to transfer you is having a deaf technical. Thank you, thank you. She was having in um technical issues, so I couldn't hear everything. Alright, she said that you were needing a commission statement, mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Well, I, I was having trouble with, uh, excuse me, I was having a lot of trouble hearing her earlier today and just now.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's like every 3rd word I caught.
[AGENT][POSITIVE] Yeah, yeah, me too. I told her I said I can only hear like every other thing that you're saying, so I'm so sorry. OK, sorry about that. So good, I hear you fine too, so awesome. So she said something about you called earlier about a commission statement, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But I hear you fine so that's good.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Well, what it was, let me just um.
[CUSTOMER][NEUTRAL] We found that check and I'll
[CUSTOMER][NEUTRAL] Tell you what it says. It's only 774 but it says final commission after term.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] After term, OK.
[CUSTOMER][NEUTRAL] My husband was an agent for years. And uh I have a feeling it's just something that was sitting on the books and you all decided to get rid of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright let's see, let's look. Does it have the, does it say what company it was for have a group number or anything on there?
[CUSTOMER][NEGATIVE] No, it doesn't.
[AGENT][NEUTRAL] OK, what's the check number?
[CUSTOMER][NEUTRAL] But it, it would have been for groups, I'm sure.
[AGENT][NEUTRAL] Oh yeah. Does that have the you have the check number?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Does it have, you have the check, is it an actual check that you have or is it direct deposit?
[CUSTOMER][NEUTRAL] It is an actual check and it, it has a number on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 1037. OK, let me see if I can look at that. Give me just a second.
[CUSTOMER][NEUTRAL] And it's dated 5/7.
[AGENT][POSITIVE] 57. OK, perfect.
[AGENT][NEUTRAL] And you said your husband used to be.
[AGENT][NEUTRAL] An account rep, is that what you're saying? OK, perfect. Let me just.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He used to be an agent. He sold lots of, of uh APL to groups.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm just trying to get into everything. Bear with me just a second.
[AGENT][NEUTRAL] Um, let's see. And how much is that check for? Did you say it's for $7 and something?
[CUSTOMER][NEUTRAL] $7.74
[AGENT][NEUTRAL] OK, 774, and that's the check number, the [PII]?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] They're usually
[CUSTOMER][NEUTRAL] It's 02043037.
[AGENT][NEUTRAL] 124 5628.
[AGENT][NEUTRAL] OK, sorry, I wrote that down twice for some reason. I was like that's a long number. OK, let's see. 02043037. [PII], let's see, 774 issued on [PII] and OK, hm.
[AGENT][NEUTRAL] Well, that's weird. I'll have to figure out what they attach that to you, what group they attach that to. Give me just a second here.
[AGENT][NEUTRAL] That's a commission check, right? Let me go into my commission statements. Let me get into here real quick, see if I can locate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] His final commission, yeah.
[AGENT][NEUTRAL] OK, go to my commission statement program here and that was issued in May, so let's go to May.
[AGENT][NEUTRAL] first part.
[AGENT][NEUTRAL] I can look at that dollar amount.
[AGENT][NEUTRAL] Alright, popped up. Take a minute for it to pop up. OK, let's see. I'm gonna type in 774.
[AGENT][NEUTRAL] Yeah, weird, OK.
[AGENT][NEUTRAL] Uh, OK, so that was he with an agency or that paid out to him directly then obviously I'm trying to think. I wonder if it's under his social security number.
[AGENT][NEUTRAL] Let me see if he's in the system still.
[CUSTOMER][NEUTRAL] Do you need his social?
[AGENT][NEUTRAL] Yeah, if you can give me that I can search it by social and see if it'll take me straight to the statement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Yeah, that didn't work. Let's see. Let me look at this other.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me get, I'm gonna have to get [PII] on our commission team to see if she can tell me exactly what this was tied to and what group it is so that I can, I mean, obviously we owed it to you, but I don't, I can't tell what group they paid it out on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, based on the information, so let me email her a snippet of this information I have because I see the check was issued. Let me just take a copy of this real quick. Let me email this to her and um, what, what's your contact number and I'll call you back. What was a good number?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 00. OK. My name is [PII] and let me.
[CUSTOMER][NEUTRAL] And tell me your name.
[AGENT][NEUTRAL] My name's [PII], and I'll give you my direct number that way you don't have to go through anybody in case, I'll get back with you, but just in case something happens and I, I don't, you can call me back, but I, I will. Yeah, OK. Yeah, my direct number, let's see, I was gonna give you, actually you can dial the, I think you can dial our our main number, the [PII], and my [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Something happens, right. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If I think it says it says if you know your party's extension you can just punch in my extension [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and I will get an answer for you. Yes. Was there anything else you needed?
[CUSTOMER][NEUTRAL] I got it now.
[CUSTOMER][NEGATIVE] OK. Well, I, I hated to cash it. No, I just hated to cash it, not knowing because I've had to return checks before the companies and it just gets to be too much. So, anyway.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] Oh no. OK, OK.
[AGENT][POSITIVE] I understand, yeah, we'll, we'll validate it for you and and get back with you and let you know exactly what that's for so that you you know and you can cash it and everything, OK?
[CUSTOMER][POSITIVE] Yeah, OK, doke, thank you so much, [PII].
[AGENT][POSITIVE] Alright, Ms. [PII], and you're most welcome. Talk to you soon. You have a good day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Mm bye-bye.