AccountId: 011433970860
ContactId: fff5564d-14dc-4467-95c2-206e791e539d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636640 ms
Total Talk Time (AGENT): 213608 ms
Total Talk Time (CUSTOMER): 245891 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/fff5564d-14dc-4467-95c2-206e791e539d_20250520T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine thank you. So I have a Ms. [PII] on the line who uh uh her callback number Morgan is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she is calling because she has received a check for a final commissions.
[CUSTOMER][NEUTRAL] And she just had some questions on that, on that check.
[AGENT][NEUTRAL] OK, I'll see what I can do.
[CUSTOMER][NEUTRAL] I can, um, the check number if you would like that is 02043037. She says it's stated 57 of 25.
[CUSTOMER][NEUTRAL] And it's for $7.74.
[AGENT][NEUTRAL] So what is she needing? Like, do you, did she ask your questions? Because I don't have.
[CUSTOMER][NEUTRAL] She wants to know, yeah, she wants to know why she received that.
[AGENT][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.
[AGENT][NEUTRAL] It's probably gonna have to go to um the commissions department.
[AGENT][NEUTRAL] As an email.
[CUSTOMER][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.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, I'll see what I can do.
[CUSTOMER][POSITIVE] All right. Well, you're the best, [PII]. Thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] Yeah, enjoy your day.
[AGENT][NEUTRAL] Yeah, you too.
[CUSTOMER][POSITIVE] All right, thank you so much. So here comes Ms. [PII]. All right, thank you too. Bye-bye.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm [PII], and did you get any information from uh [PII]?
[AGENT][NEUTRAL] Um, she told me that you had a check, yeah, for commissions.
[CUSTOMER][NEUTRAL] About a check I received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it's, it's only $7.74 but I thought, I don't know what the final commission after term really means. My husband was an agent and he passed away about 12 years ago.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I don't know what this check is, it's got to do something with his commission.
[CUSTOMER][NEUTRAL] I would guess
[AGENT][NEUTRAL] What was, what's his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The oh see apologizes the only thing that I can do is I can send an email to our commissions department and see if they can clarify um we don't send out checks my I'm assuming that um.
[AGENT][NEUTRAL] I could get to the right screen. I'm assuming that it's just obviously leftover money from when he did receive commissions like if he had a group, um.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] That's all I'm
[CUSTOMER][NEUTRAL] They did lots of groups.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] I imagine that money was just sitting there, sitting there, and someone thought we need to clear that out.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that's probably what I'm guessing too if you would like I can I can send an email to the commissions department to see if they can clarify, but they would know more than we do, um, just trying to pull them up on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right. Yeah, let's, let's do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, what is your, um, email address so I can send you an email once I've received information.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I will send them an email and then once I get some information I can email you and let you know.
[CUSTOMER][NEUTRAL] OK, I don't guess you can look and see what policies I have with y'all. Can you? I'd have to go back to customer service.
[AGENT][NEUTRAL] As far as like, like you and like you have insurance with us, is that correct?
[CUSTOMER][NEUTRAL] Like, yes, yes, I know I have a cancer policy.
[CUSTOMER][NEUTRAL] Uh, [PII] in customer service said that it was active.
[CUSTOMER][NEUTRAL] And it has an ICU router on it, but I don't know if I have anything else.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need to hunt my policies what I need to do.
[AGENT][NEUTRAL] Wait just a second, let me see if anything will come up to let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's the last four of your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, we have a lot of [PII], so give me just a second. I'm just trying to.
[AGENT][NEUTRAL] Figure out
[CUSTOMER][NEUTRAL] I'm not surprised. Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I'm trying to figure out which one is.
[AGENT][NEUTRAL] I think it's just the [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It seems like
[CUSTOMER][NEUTRAL] At some point on a birthday, I got something.
[CUSTOMER][NEUTRAL] That said due to my age is something, I think it was the ICU uh policy would no longer be enforced.
[AGENT][NEUTRAL] ICU policy.
[CUSTOMER][NEUTRAL] And it could have been.
[CUSTOMER][NEUTRAL] It was, it, if you don't see or have those, it was another company. I'm thinking about them.
[AGENT][NEUTRAL] Yeah, I'm not seeing um.
[CUSTOMER][NEUTRAL] Just a plain ICU policy.
[AGENT][NEUTRAL] No, we don't have an ICU policy like it would be with a diff like it would be with one of our products like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, you know, like, not saying that you do, but if you have the cancer policy, maybe there would be an ICU like benefit within the policy, but I don't think we even have that. Yes, exactly.
[CUSTOMER][NEUTRAL] A rider.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, well, [PII], uh, with the care team.
[AGENT][NEUTRAL] But I don't think we have that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, she said that it, [PII] with the care team said that there was an ICU IC rider on the cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, so she did say that?
[CUSTOMER][NEUTRAL] So I wouldn't, yeah, but
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] To have this ICU policy I probably, probably don't even have those.
[AGENT][NEUTRAL] Yeah, um, I mean I could send you the claims and they could see um exactly.
[AGENT][NEUTRAL] You know what the policy entails, um, do you have an I like is there a question on ICU or you just wanting to know if you have that?
[CUSTOMER][NEUTRAL] No, I was just trying to figure out what I had with y'all. I knew I had the cancer policy with you, but I didn't know what else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it's just paying for the policy.
[CUSTOMER][NEUTRAL] I, I'm gonna have to get in the attic and get that policy.
[AGENT][NEUTRAL] OK. Um, yeah, it looks like it's a just a cancer policy on our side.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'll go ahead and send the email about the um check and then once I receive confirmation I'll give you a.
[AGENT][NEUTRAL] An email or a call back OK?
[CUSTOMER][POSITIVE] OK, I'd appreciate that. Thank you for the help and uh do you think that'll be a few days or today or?
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Um, I'm not sure. I mean, I'm gonna email him and hopefully get a response in the next couple of days if not today, um, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] All righty, that will be fine. I'm just gonna hold this check till I here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. All right, sounds good. Of course, I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you for the help.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye.