AccountId: 011433970860
ContactId: 010da120-40f1-42b7-8cdc-962a37c4c652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704729 ms
Total Talk Time (AGENT): 171293 ms
Total Talk Time (CUSTOMER): 237208 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/010da120-40f1-42b7-8cdc-962a37c4c652_20250530T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII], and I wanted to, I talked to someone a while ago, and it might be the wrong department that I'm calling now, so, uh, you might have to transfer me, but I have a group and you can look and make sure that I am uh the broker of record on this group that would be the first start, um, and I can give you the group number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Do you have um OK perfect.
[AGENT][NEUTRAL] Where is
[CUSTOMER][NEUTRAL] It is 256-83 is the group number.
[AGENT][NEUTRAL] 256-83 correct.
[CUSTOMER][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] Uh-huh. And the group name is GCI Consulting Cooling Company, and my name is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The mom. OK.
[AGENT][NEUTRAL] Uh, let me pull that up real quick.
[AGENT][NEUTRAL] OK perfect so I have that group up um and I do see that you are the agent on it. um what can I help you with on this group?
[CUSTOMER][NEUTRAL] OK. So the first thing is the client, I wanted to make sure I didn't get the renewal, the client got the renewal and she just sent it to me. So that was the first thing. Um, but I need to figure out who do I need to talk about commissions. I have yet to receive commissions on this group, or can you look up one more group for me and make sure that I am the agent of record on that one as well, real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Commission
[AGENT][POSITIVE] Absolutely, yes, yeah, what, what is the group number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, hold on, let me pull up APO, um.
[CUSTOMER][NEUTRAL] Let me pull up that group number. um.
[CUSTOMER][NEUTRAL] It is 23088 and that is called Infinity Service Electric.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I am seeing that you are the agent on that as well um let me pull up do you by chance know if you are under an agency or are you by yourself?
[CUSTOMER][NEUTRAL] So I was supposed to be by myself. There was a problem. What happened is I got, I was with the agency at one time and I left the agency, um, and we went through a process of getting me appointed, so I should be by myself, I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Let me take a look real quick.
[AGENT][NEUTRAL] Yeah, it looks like you are by yourself on the last group you provided me with. Let me check the other one.
[AGENT][NEUTRAL] And it looks like you're on that one by yourself as well. OK, let me um take a look and see if I can pull your commission for you.
[CUSTOMER][NEUTRAL] And I've had this account for a while and I was waiting to hear back from a young lady months ago. I have yet to receive commission on either one of these accounts. Now, GCI is primarily new back to me, but affinity has been from last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me.
[AGENT][POSITIVE] So sorry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], let me put you on a brief hold for a moment, OK?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm gonna have to do a little bit more research on this, um, and it did take a little bit of time, so I don't want you to, to stay on hold. I'll give you a call back. Um, is this [PII] a good phone number to reach you at?
[CUSTOMER][POSITIVE] Yes, ma'am, it is. And, and this is why, so I'm glad. What is your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. I've been dealing with this that you can't see for quite a long time. Um, so I, I've emailed probably once a month for the last 2 or 3 months.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] And have not got a response back at all. So today I decided to call in um and see if I could just get someone, um, because I have yet to get paid on neither one. Well, I'm not, I'm not worried about the GCI, but at least make sure that I was agent of records.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] And, and make sure that um you you should have had everything and make sure that I was everything because I did not get the APL renewal my client sent me that so I wanted to make sure that I was aging the record on affinity so that I would get the renewal on that one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and just kinda see where we were at on that commission. So, um, I would very much appreciate it if you could follow up and give me some information that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, I, I totally understand and, and I'm, I'm not quite sure as to why you didn't receive the renewal because I'm looking at your email here right now and it's on the group, um, I'm just, I just pulled up 256-83 and it said [PII] and then your last name [PII] is that still a good email?
[CUSTOMER][NEUTRAL] That is the wrong email. Nope, that is the wrong one. Yeah. Can you
[AGENT][NEUTRAL] The wrong email. OK.
[AGENT][NEUTRAL] OK, if you, that's probably why maybe you didn't get the renewal, um, do you want to provide me with your correct email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do, I do. It is [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me [PII]ead that back to you. It's gonna be [PII].
[CUSTOMER][NEUTRAL] No, no, no. Nope.
[CUSTOMER][NEUTRAL] Nope, it's [PII], my [PII] which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, perfect. Um, I will have that updated then on both of those records so that way um you will start to receive those renewal emails, um, and then I'll I'll take a look and see where your commission at is those, those are the only two groups that you're having issues with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, those are the only two I have with you right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Alrighty, well, I will take a look at this and see what I can find and I'll give you a response by the end of the day, OK?
[CUSTOMER][POSITIVE] OK, thank you. I really appreciate that.
[AGENT][POSITIVE] Of course, yeah, you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.