AccountId: 011433970860
ContactId: 0b3a85ce-f202-4ff9-8741-f1af3d66b48a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437890 ms
Total Talk Time (AGENT): 200945 ms
Total Talk Time (CUSTOMER): 177047 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/0b3a85ce-f202-4ff9-8741-f1af3d66b48a_20250311T18:35_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], um, I have some questions regarding the uh commission. Is, would that be with you or you'll have to transfer me over somewhere else?
[AGENT][NEUTRAL] It depends on what you're asking. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], OK, and which agency are you with?
[CUSTOMER][NEUTRAL] Carville Financial.
[AGENT][NEUTRAL] Uh, OK, let me get my screen pulled up. Give me just one second. What's your question?
[CUSTOMER][NEGATIVE] So, um, we were going over the commissions for, um, [PII] all the way through [PII], and they all negative, like they all have negatives, the premium, the everything is negative yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The statement, mhm, yeah.
[CUSTOMER][NEUTRAL] Everything is negative. So we're trying to reconcile, but uh it's almost impossible for everything to to be negative, you know. So that's why, uh, or what we're trying to figure out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're saying the commission statement that you have shows a negative amount for the payment, is that what you're saying?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Where you're in, OK, because when our statement, when we send the statements giving you the example of, you know, how we paid it, it does show a negative, but the negative is for us and the payments are positive for you guys. Have you, is it not coming out correctly? I just wanna make, I guess I'm trying to figure out like what's the tax ID number that we're talking about so I can pull one of the statements up.
[CUSTOMER][NEUTRAL] Um, I'm sorry, what's your question?
[AGENT][NEUTRAL] What's the tax ID number for the commission statements that you're referring to so I can pull up one of the statements and look at it.
[CUSTOMER][NEUTRAL] Yes. Let me get that for you right now. Uh, you know what, I'm a little, see here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just give me one second because I think there are 2 different ones.
[AGENT][POSITIVE] You're fine, you're fine. You're absolutely fine. Take your time.
[AGENT][NEUTRAL] Takes me a minute to pull up my system anyway, so the commissions up then.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hi, the tax ID number for the entity is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up one of the December statements.
[CUSTOMER][NEUTRAL] You can, you can, um, you can give [PII] full access to whatever you need except for the deposits.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, just one second.
[CUSTOMER][NEUTRAL] Are you whatever whatever questions you ask, please, please allow her full. What is it? What is it?
[AGENT][NEUTRAL] All right, you said Carvo Financial Group, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so on one, so do you have one of the December, on the December statement that I'm looking at for [PII] or [PII].
[AGENT][NEGATIVE] So it has a negative amount total commission earned during that period with a dollar amount and a negative next to it.
[AGENT][MIXED] That is your positive. That's just negative, that's our negative and you're positive, so that shows the payment for that was that was that dollar amount. Do you have that one?
[CUSTOMER][NEUTRAL] Um, are we talking about [PII] or [PII] to 224?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm looking at [PII], the time period of [PII]. Do you have that commission statement?
[CUSTOMER][NEUTRAL] Bear with me one quick second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the [PII] you said correct?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Alright, let me see mm.
[CUSTOMER][NEUTRAL] he says that.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Downloading
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right. So, uh.
[CUSTOMER][NEUTRAL] Yes I only have a oh, OK.
[CUSTOMER][NEGATIVE] So [PII], yes, I do have all of them are negative.
[AGENT][NEUTRAL] OK, those are actual positives. They're your positives or are negatives. So what's the dollar amount that you show on that statement?
[AGENT][NEUTRAL] At the bottom.
[CUSTOMER][NEUTRAL] [PII], it's 284.
[AGENT][NEUTRAL] Statement grant.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] I'm sorry. I lost you for a second.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] The 28 you're fine. The 28414 is coming from a previous, previous statement and so the total commission earned during that period is 8771. So that should be um
[AGENT][NEUTRAL] Statement charges for the period, yes, that's a, that's an actual payment.
[CUSTOMER][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Got it. OK, cause it does say direct deposit [PII], 284-14. OK, so the 874 should um show on the next month, I guess I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the previous statement, yeah.
[AGENT][NEUTRAL] It would be on the that's on the month before, so that if you see it says statement period beginning balance is 284-14, so that would be on the previous statement that was sent. Uh let me go back and see if I can pull that one. Give me just a second. So that statement paid 8771 because over to the side it has the columns with all the negatives out there. If you add that 5807 and the 2964, that would total the 8771 for that particular payment.
[AGENT][NEUTRAL] Let me go back and see if I can, I think that must be on the November statement. Let me go back and pull the 284. Hang on just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can double check it, make sure.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Goodness, sorry, my system takes a minute to.
[CUSTOMER][POSITIVE] It's OK. Take your time.
[AGENT][NEUTRAL] Process
[AGENT][NEUTRAL] It has to think, I guess, for it to pull all this data up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so yes, on the next, um, statement, it says um negative 8771 and then it says direct deposit 8771 and then it gives me the next amount which is I guess the one paid in January or the next report period.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK, I got it.
[AGENT][NEUTRAL] Does that answer your question?
[CUSTOMER][POSITIVE] Yeah, yeah, absolutely. Thank you. Just making sure that it's not a, uh, you know, bunch of negatives here. OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, I know. Yeah, it's a little confusing with the negative.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You too you have a great day thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye.