AccountId: 011433970860
ContactId: f55b5028-1479-449d-b549-695e28bbeb6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708130 ms
Total Talk Time (AGENT): 332122 ms
Total Talk Time (CUSTOMER): 242585 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f55b5028-1479-449d-b549-695e28bbeb6f_20250520T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm [PII], and I was holding
[CUSTOMER][NEUTRAL] Because I had a question about a check that I received in the mail last week.
[CUSTOMER][NEUTRAL] And the call just kind of got dropped. Uh, I think she was transferring me to customer service.
[CUSTOMER][NEUTRAL] But I don't know to who, but I was speaking to a lady, uh, it was Tor or Tory or something of that effect, yeah.
[AGENT][NEUTRAL] 4, OK.
[AGENT][NEUTRAL] OK, Ms. [PII], so you received a check and you were calling to see what that was in regards to, is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Yes, it's only 774, but I hate to cash it.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, it doesn't say anything, really.
[CUSTOMER][NEUTRAL] It just says final commission after term and I was questioning that.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so what I'll need to do, Miss [PII], first is, um, I'll have to pull your policy information up and re-verify your information for security purposes. So first off, what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I do feel like Tor will be trying to reach back to me.
[AGENT][NEUTRAL] So, if you get a call, if someone tries to call in while we're on the phone, that'll be fine for you to put me on hold. What is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have that pulled up um I I have the check number here on the check.
[CUSTOMER][NEUTRAL] The date of the check was [PII].
[CUSTOMER][NEUTRAL] And if I need to give you a policy number, I've got several policies with y'all.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can go get it if I need to.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] What is the check number?
[CUSTOMER][NEUTRAL] 02043037
[AGENT][NEUTRAL] OK, let me see if I can locate that first off and then we can go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I can't, so what is your full social, Miss [PII]? and let me try to look up your information, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that is on file for you is, let's see, it is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, that's correct.
[AGENT][NEUTRAL] All right. And then lastly, Ms. [PII], your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now Ms. [PII], while I'm waiting on some other information to load, have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] No. Mm mm.
[AGENT][NEUTRAL] OK, is that something you think you would be interested in doing? And so I could email you a user guide, but that just the portal just gives you access to like your information online. OK, that's fine. I just wanted to tell you about it at least. OK, so it look let me look at some notes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And when you say it's a [PII] it's so, OK, so did you receive a letter with the check?
[CUSTOMER][NEUTRAL] No, it was only this letter in an envelope.
[CUSTOMER][NEUTRAL] And it says APL up in the top left.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American Public Life and then under that was $7.74. The address in the middle.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Nothing else here. Uh, the stub has final commission after term.
[CUSTOMER][NEGATIVE] Now, last week, I tried to get to the bottom of this and uh one of the agents in customer service said the policy was still active.
[CUSTOMER][NEUTRAL] I spoke with [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] She said I'll have to reach out to another department and I never got back with her it was just it was just kind of dropped.
[AGENT][NEUTRAL] OK, sir.
[CUSTOMER][NEGATIVE] I was supposed to get something on an email or text or something, but I never did.
[AGENT][NEUTRAL] OK, give me just a moment then.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] Looks like Tory was gonna transfer you to our
[AGENT][NEUTRAL] Mm, broker resources department. Now, was your husband ever an agent?
[CUSTOMER][POSITIVE] Yes, he wrote many policies for y'all. Mhm, and I did all of the customer service.
[AGENT][NEUTRAL] At some point.
[AGENT][NEUTRAL] OK, so this is going to have something.
[AGENT][NEUTRAL] OK, so this is going to have something to do with that. So our broker resources division is who you actually need to speak to Ms. [PII], and I will be happy broker.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Tell me that again.
[AGENT][NEUTRAL] Resources, resources, uh huh, is the department that you need to speak to so what I'm going to do is I will.
[CUSTOMER][NEUTRAL] Broker.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm going to connect you with one of their representatives, I mean team members rather, if for any reason our call gets.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Disconnected, then I will call you back and we'll try to transfer again. And I apologize about whatever happened before and you're not having heard back from someone. But if you'll give me, just give me one second, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Tell me, tell me your name and I'll write that down.
[AGENT][NEUTRAL] I like
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] And I'm part of the care team. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, so just one moment.
[AGENT][NEUTRAL] And you said that check was for $7.74 is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number again was 02043037.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're just wanting to see exactly what that is for, correct?
[CUSTOMER][NEUTRAL] Yeah, it, it says final commission after term.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes ma'am, I will get you connected with someone in broker resources, but before I do that, Miss [PII], is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, uh, unless you can tell me what policies are still active.
[AGENT][NEUTRAL] Now, I was only in looking under your social, I was only able to access this one policy, Ms. [PII], showing in the system.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And um this is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is the cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Well, I thought I had maybe ICU and I don't know.
[AGENT][POSITIVE] This does have an intensive care rider on it.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's all on this one policy.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] And the policy number if you would like to write it down is 57.
[AGENT][NEUTRAL] 3972.
[CUSTOMER][NEUTRAL] And that's the cancer policy.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, not that I can think of, so.
[AGENT][NEUTRAL] OK, what.
[CUSTOMER][NEUTRAL] I'll talk to someone over in Broker Resources and maybe they can help me.
[AGENT][POSITIVE] Yes, ma'am. Um, yes, ma'am. They should be able to help you with that check that you received.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Well, you are very welcome and thank you again for calling APL. I hope that you have a great day.
[CUSTOMER][POSITIVE] Well, I hope you do too.
[AGENT][POSITIVE] Thank you, Ms. [PII], very much. So one moment, please.
[CUSTOMER][POSITIVE] You're you're welcome. Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have a Ms. [PII] on the line who, uh, her callback number, [PII] is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is calling because she has received a check for a final commissions.
[AGENT][NEUTRAL] And she just had some questions on that, on that check.
[CUSTOMER][NEUTRAL] OK, I'll see what I can do.
[AGENT][NEUTRAL] I can, um, the check number, if you would like that is 02043037. She says it's dated [PII].
[AGENT][NEUTRAL] And it's for $7.74.
[CUSTOMER][NEUTRAL] So what is she needing? Like, do you, did she ask your questions? Because I don't have.
[AGENT][NEUTRAL] She wants to know, yeah, she wants to know why she received that.
[CUSTOMER][NEUTRAL] OK, yeah, I don't have an answer for that. um, you can send her through. I'm prob yeah, we don't see commissions like that on like.
[CUSTOMER][NEUTRAL] It's probably gonna have to go to um the commissions department.
[AGENT][NEUTRAL] Yeah, um, I'm, again, I'm just, we're going by what we're supposed to do and it says to transfer to broker resources for assistance.
[CUSTOMER][NEUTRAL] As an email.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, I'll see what I can do.
[AGENT][POSITIVE] All right. Well, you're the best, Morgan. Thank you so much. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, enjoy your day.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] All right, thank you so much. So here comes Miss [PII]. All right, thank you too. Bye-bye.
[CUSTOMER][POSITIVE] Bye, thank you.