AccountId: 011433970860
ContactId: f78f0191-7649-4f4c-987f-a8ad256ee4a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203869 ms
Total Talk Time (AGENT): 84746 ms
Total Talk Time (CUSTOMER): 91722 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f78f0191-7649-4f4c-987f-a8ad256ee4a4_20250414T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is, uh, [PII] calling on behalf of uh OS Benefits Inc. um, I was just wondering if I could get like a commission schedule to just see like what each product, um, commissions wise pays out. Is that something that that you'll be able to provide me with or do I have to go directly to my, um, my agent with y'all or my, my, um, representative?
[AGENT][NEUTRAL] So you're wanting a copy of your commission schedule?
[CUSTOMER][NEUTRAL] Or or just like knowing what each product pays out, not necessarily just like for ours, but the generic template that kind of shows you what like if I enroll somebody in life insurance, how much is commission wise is that gonna pay me out or short term disability or group accident that kind of thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So you want to know what your commission is based on the product that's being sold, is that correct? OK, um, which agency did you say you're with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OS Benefits Inc.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me get you pulled up in our system. Give me a second here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I was spelling it differently. I was putting an [PII] in there.
[CUSTOMER][NEUTRAL] Oh, no worries. I know a lot of people do it kind of sounds like [PII].
[AGENT][NEUTRAL] Yeah, I'm trying to get you pulled up in here. What's going on? Why are you not popping up in here? Let's see.
[AGENT][NEUTRAL] Uh, computers doing some weird stuff. Give me just a second.
[CUSTOMER][POSITIVE] That's all good.
[CUSTOMER][NEUTRAL] I have account. I'm like on our broker portal right now. I have an account set up and everything like that, but the agent with y'all, the appointed agent would be a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, read, OK.
[CUSTOMER][NEUTRAL] Which is my boss, which is my boss, yes ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] [PII]? OK, OK, that's why I can't find it here. Let's see, surely he's in here.
[CUSTOMER][NEUTRAL] [PII] yes ma'am.
[AGENT][NEUTRAL] Sometimes it's sometimes it's under the agency. You just never know. Let's see [PII], you said [PII] there he is. OS benefits. OK, hold on just a second.
[CUSTOMER][NEUTRAL] Yes, he is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so yes, let me, um, I only need to look that up. Where do you want you want that emailed? Where do I need to email that to?
[CUSTOMER][POSITIVE] Yeah, if you could just email it to mine, um, which is the um [PII] letter [PII] and then [PII], that would be awesome.
[AGENT][NEUTRAL] Uh benefits.
[AGENT][NEUTRAL] Got it. And what's the contact number for you if I need to call you back because I may have some other questions or whatever.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Of course, uh, it's [PII].
[AGENT][NEUTRAL] OK, I will check into this and see if I can get this over to you. If not, I'll give you a call back or if I have any additional questions, I'll give you a call back. Was there anything else that you were needing?
[CUSTOMER][POSITIVE] No ma'am that's perfect.
[AGENT][POSITIVE] All right. My name is [PII] and I will get with you soon on this, OK?
[CUSTOMER][POSITIVE] All right, [PII], thank you for your time bye man.
[AGENT][POSITIVE] Thank you. Have a great day. Bye-bye.