AccountId: 011433970860
ContactId: f4827d09-0a1b-4ab2-b895-21afc4f67700
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392320 ms
Total Talk Time (AGENT): 167428 ms
Total Talk Time (CUSTOMER): 151576 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f4827d09-0a1b-4ab2-b895-21afc4f67700_20250311T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm not sure if [PII] still works for the company or not, but I'm calling about vested commissions. I'm the surviving spouse of a deceased agent, and I was calling because I was wondering whether I missed seeing a 1099 form or if one was sent, if I could get a duplicate because I went to do my taxes and it sure wasn't there in my paperwork.
[AGENT][NEUTRAL] OK, so you said that your husband had previously been an agent with for APL and you were calling regarding the commission's statement or 1099 form.
[CUSTOMER][NEUTRAL] Yes, the
[CUSTOMER][NEGATIVE] Well, the vested commissions that I've been receiving after he he died. And so [PII] was the, the specialist, the customer service uh specialist that I had worked with before, but I didn't know if she was still with the company or would be able to help me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so yes ma'am. Well, I can try and help you with this. Uh, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and again, who, uh, first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII], and I was previously [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So give me just one moment.
[AGENT][NEUTRAL] OK. Uh, let me check on something. Uh, bear with me just a second, please.
[CUSTOMER][POSITIVE] Oh, certainly. I appreciate your help. Thank you.
[AGENT][POSITIVE] Yes, you're welcome.
[AGENT][NEUTRAL] And so you, or have you been receiving 1099s, you just did not receive one this year, is that correct?
[CUSTOMER][NEUTRAL] That's correct. I, the reason I found out was I went to H&R Block and they had the information from last year's 1099, and we're asking if I was still receiving um some payments, and I said I think so. So I thought I'd call and check because I was trying to be careful to file all of my tax related information in one spot and I just didn't have a 1099 from you all this year.
[AGENT][NEUTRAL] OK, all right, so just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so let me see, um.
[AGENT][NEUTRAL] I'm trying to make sure that I'm gonna connect you with the proper person, uh, Ms. [PII], bear with me.
[CUSTOMER][NEUTRAL] Oh sure. Yeah. Oh no, that's OK.
[AGENT][NEUTRAL] Yeah, let me
[AGENT][NEUTRAL] Now I can, I can give you, I'm going to try and transfer you to [PII] um she may not be available. I'm trying to determine it's kind of hard to tell if she's in a meeting. I believe she is in a meeting, but I can also give you an email address for her that you could email the request to as well.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect, yeah, sure.
[AGENT][NEUTRAL] Um, so just let me know when you're ready.
[CUSTOMER][NEUTRAL] I have my pen and paper handy. Go ahead, please.
[AGENT][NEUTRAL] OK. So it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again, that's [PII]. And yes, ma'am, it does appear, I've checked again that she is indeed in a meeting.
[CUSTOMER][NEUTRAL] OK, let me pair it this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you would like, you can, well, I'm, I didn't mean to overtalk you. I'm sorry.
[CUSTOMER][NEUTRAL] So the email would probably, yeah, I can.
[CUSTOMER][NEUTRAL] Oh no, me neither, me neither. I'm, I'm, I'm, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] But I was, you could email her letting her know you know who your husband had been and what you're inquiring about and include the best contact number for her to reach you back on and she will get back with you.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I think that would be a fine rather than uh leaving the voicemail that might get lost in the shuffle. And so that's [PII]. I've got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am, but be sure to put a period between her first and last name. So it's [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. I've got it. I really appreciate your help. Hope you have a great rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, I hope you do too. Is there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, ma'am, I think I'm I'm set. I have a mission forward, so it's all good.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, it was my pleasure speaking to you today and thank you again for calling APL. I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Oh thank you you too.
[AGENT][POSITIVE] Yes ma'am, thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye now.
[CUSTOMER][NEUTRAL] Mhm.