AccountId: 011433970860
ContactId: c2f4e128-8819-4152-aa64-3051aa10e132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106510 ms
Total Talk Time (AGENT): 31427 ms
Total Talk Time (CUSTOMER): 67201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c2f4e128-8819-4152-aa64-3051aa10e132_20250619T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Uh, I just need to verify something for [PII], um, for like the commission schedules payout for the, uh, managing general agent, is it 75% or 95% for the first year that's in place?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is it for a specific group?
[CUSTOMER][NEUTRAL] I mean, no, it would just be kind of like y'all's y'all's general commission schedule um like what's on file for that, um, for your, I guess the group products for like the guaranteed term life.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] To be honest, I don't know, um, would you mind sending it the question in the email so I can send it to our commissions department and maybe they can clarify?
[CUSTOMER][POSITIVE] Yeah, yeah, for sure, no worries, um, dude I'm just.
[CUSTOMER][NEUTRAL] I'm just tired of having him have me call in to verify stuff. I mean, I'm looking at the commission schedule managing general agent, um, I guess like layout from [PII], but I mean I assume it's probably changed within the last four years, but I, I'll put it in writing for you and then uh just let me know as soon as possible OK [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If, if that's fine if the commission schedule changed though for [PII] like he would have received notification.
[CUSTOMER][POSITIVE] Yeah, he's an older guy. He's like in his [PII]. He, he really doesn't even like to mess with technology, so it's like up to me and I don't have access to his email so I'll just put it in writing and see what you can find. Thank, thank you so much [PII].
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yeah, I'll send it to yeah I'll send it to our commissions department and see what they say.
[CUSTOMER][POSITIVE] That's perfect you have a good day bye.
[AGENT][POSITIVE] OK you too bye.