AccountId: 011433970860
ContactId: f5bd8ceb-2bee-4260-bc52-f6a82ad4abd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216589 ms
Total Talk Time (AGENT): 51218 ms
Total Talk Time (CUSTOMER): 70660 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f5bd8ceb-2bee-4260-bc52-f6a82ad4abd5_20250520T14:21_UTC.wav
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[AGENT][NEUTRAL] Hey [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] in in the care team. I have an insured on the phone. Her name is Miss [PII].
[CUSTOMER][NEUTRAL] And her policy number is 573-972.
[CUSTOMER][NEUTRAL] She has received a commission check um for agent [PII] and the amount of $7.74 and it was uh final commission before term.
[CUSTOMER][NEUTRAL] The check number that she's got is.
[CUSTOMER][NEUTRAL] 02043037
[CUSTOMER][NEGATIVE] And she doesn't understand what this check is for um.
[CUSTOMER][NEUTRAL] She has an account with us and her policy is active and she just wants to know what this check is for and if it's OK to cash it.
[CUSTOMER][NEUTRAL] She said she hasn't sent in any claims.
[AGENT][NEUTRAL] So you're saying that.
[AGENT][NEUTRAL] So [PII] is insured.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I of the broker.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Is [PII] the broker?
[CUSTOMER][NEUTRAL] No, [PII] is an insured.
[AGENT][NEUTRAL] Or she just
[AGENT][NEUTRAL] OK, and she received the commission check.
[CUSTOMER][NEUTRAL] And she received a commission check.
[CUSTOMER][NEUTRAL] In her name.
[AGENT][NEUTRAL] But it says commission checks.
[CUSTOMER][NEUTRAL] Yeah, the final commission before term.
[AGENT][NEUTRAL] OK, um, I'm probably gonna have to get some help with this one, but you can send her over.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. You have a good rest of your day.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Miss [PII], give me one second. Let me pull up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] for so.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] They're good same for tomorrow, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because all they gain the skills to learn more.
[AGENT][NEUTRAL] They gave me much more policy number let me go backwards to figure out what group you're with.
[CUSTOMER][NEUTRAL] Hello.