AccountId: 011433970860
ContactId: c6041932-9e44-416a-92f1-db5ef28ee869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308750 ms
Total Talk Time (AGENT): 70531 ms
Total Talk Time (CUSTOMER): 99456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c6041932-9e44-416a-92f1-db5ef28ee869_20250520T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII] and customer service, this is [PII] in the care team.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I've got um hey I've got Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] Her policy number is 573-972.
[CUSTOMER][NEUTRAL] She has received check number 02043037 in the amount of $7.74.
[CUSTOMER][NEUTRAL] The statement on the check is saying that this is uh paid commission before term date.
[CUSTOMER][NEUTRAL] When I look up the check, it doesn't associate it with the policy number that she's given me it's the only policy that she has with us.
[CUSTOMER][NEUTRAL] I don't see any notes about the check although I can only see certain notes so she's calling because she wants to know what this check is for.
[CUSTOMER][NEUTRAL] And is it OK to cash it or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, fine.
[CUSTOMER][NEUTRAL] Hm. Yeah.
[CUSTOMER][POSITIVE] And she's very super sweet.
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] And I can come after time.
[CUSTOMER][NEUTRAL] Mhm. Final commission after term but her policy is active.
[AGENT][NEUTRAL] user code APL ACT4.
[AGENT][NEUTRAL] And that's coming out of the 101 200 account that's not coming out of, so this wouldn't be a check that customer service issued. Hold on.
[CUSTOMER][NEUTRAL] Do you know who could have issued it?
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Let me go back to her and let her know that you're trying to look it up so that she doesn't think we forgot about her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let see.
[CUSTOMER][POSITIVE] OK memory she's OK with holding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's an agent ID number on here. 455887854.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, set up for assignment of [PII]'s commission.
[AGENT][NEUTRAL] Yeah, this is gonna be whoever pays the commissions.
[AGENT][NEUTRAL] It's gonna be whoever sent this out.
[CUSTOMER][NEUTRAL] Which was
[CUSTOMER][NEUTRAL] Which was [PII], so, um, I think now it's gonna be [PII]. Let me see.
[CUSTOMER][NEGATIVE] Well, it's not pulling up anything for me.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Broker resources OK, I'm gonna transfer her to broker resources.
[AGENT][NEUTRAL] OK. Yeah, cause that check is gonna be, it's a commission check, so it's not gonna have anything to do with her actual policy.
[CUSTOMER][POSITIVE] OK, alright, thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.