AccountId: 011433970860
ContactId: e59f8f06-2c49-45be-9c05-fa2bfdb95b7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262619 ms
Total Talk Time (AGENT): 117516 ms
Total Talk Time (CUSTOMER): 128339 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e59f8f06-2c49-45be-9c05-fa2bfdb95b7e_20250314T21:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] and Broker Resources.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hey, I haven't talked to you in a while. Hey, I need your assistance. I'm just trying to brainstorm on this policy or this group. Can I give you the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course what you get.
[CUSTOMER][NEUTRAL] OK, I've got 25771.
[CUSTOMER][NEUTRAL] GP agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I we, OK, hold on.
[CUSTOMER][POSITIVE] You're fine. You take your time. You're good.
[AGENT][POSITIVE] Oh, this one gives me fits. OK, what you got? What you need?
[CUSTOMER][NEUTRAL] OK, so the broker's office called and she's like, How come I got commission? And it's not, I'm not asking you a commission question, but she got received commission on two people under this group is [PII] and [PII], but it looks like it's for October premiums, and I was just seeing, did we just recently post some premiums for October.
[CUSTOMER][NEUTRAL] Like at the end of December.
[AGENT][NEUTRAL] Let me check. Let's see.
[AGENT][NEUTRAL] You said [PII] Motto?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, hold on, she's not under the active. I bet we probably, well.
[CUSTOMER][NEUTRAL] Well, she's got, it's her, let's see, she's got 3 different types of coverage. So she's, I think it was her critical, her critical illness that was showing.
[CUSTOMER][NEUTRAL] Let me pull her back up. So she's active on the critical illness.
[CUSTOMER][NEUTRAL] I guess it says it's paid till [PII], but it shows active. That's her accident, and then her critical illness is paid to February.
[CUSTOMER][NEUTRAL] So is that is her accident policy active? Do you show that it's active?
[AGENT][NEUTRAL] Well I can't find her at all. You said her last name was [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, no, take the [PII] off M sorry, [PII], sorry, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII] OK, hold on, no, that's OK. Let's see.
[AGENT][NEUTRAL] OK, yeah, there she is, yeah, I see two policies.
[AGENT][NEUTRAL] OK, they are both showing active. Let me check some stuff real quick, do do do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] We applied premium on wait I didn't even look and see which policy this one was hold on uh this is her CI. The last time we applied premium on that one was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], but it was for the, OK, and it was for the October premiums. OK. OK. OK. And then uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, wait, this is group suspense for the October premiums.
[CUSTOMER][NEUTRAL] Uh, what does that mean?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is it pending?
[AGENT][NEUTRAL] It was in suspense, but they posted, but that was, they did that on [PII] and November, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's perfect. OK, that's because that's what it is. It's December, it's on her December statement. OK, that answers that question. And then on [PII], S S [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright. Hold on just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see he has a couple of active policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I gotta put the correct action in there.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, there was also some group suspense for him that was posted on [PII], yeah.
[CUSTOMER][NEUTRAL] OK, that's what it was. We have some premiums that weren't suspense, and we applied them at the end of December for their policies, and that's why she got the commission for these during that time period. OK, that makes sense. I can explain that. That's all I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, great. Well, that was easy. You're welcome.
[CUSTOMER][POSITIVE] Alright, thank you. Yeah, yeah, thank goodness, yeah, you have a good weekend.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.