AccountId: 011433970860
ContactId: 0e8d7fd0-1ea8-4b59-8eb0-f0910f5ad775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163619 ms
Total Talk Time (AGENT): 66643 ms
Total Talk Time (CUSTOMER): 101906 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0e8d7fd0-1ea8-4b59-8eb0-f0910f5ad775_20250107T15:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I'm an agent, um, with you guys, and I have a question about commission. I'm not sure who I need to speak with about that.
[AGENT][NEUTRAL] Alright, let me get you pulled up, hang on just a second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Just like the car, OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, minus the activator.
[AGENT][NEUTRAL] Yeah, all right, let's see. And what type of questions.
[AGENT][NEUTRAL] What type of questions do you have about it? Mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So I no longer work um for Russell Blanchard, RJ Blanchard Benefit Services. So my question is, how did he have that set up? Cause I never signed anything with him. So the question basically is, do I have more commission coming to me for what I've already worked for? Um, did he cut that off and how? Um, yeah, so basically, that's, that's the start of my question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I'll probably have to do some research on that to get back with you to pull up all the contract information to see what that is and what else did you need to know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, I know, uh, if you can tell me, I know, um, the first, I don't think I received, uh, you know, I know the first was the holiday, but I don't think I received a deposit. Can you check that for me to see if I received the deposit from?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Deposit for January.
[CUSTOMER][NEUTRAL] The end of December, right, from the end of December, yeah.
[AGENT][NEUTRAL] OK, for the, for the, for the December, OK, um, yeah, because I think I don't know if that all goes goes up for his agency or if that came to you. So let me look and see if I can see that real quick. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So it did, it did come directly, it did come directly to me. Um, you can check it, yeah, it did come directly to me.
[AGENT][NEUTRAL] To you, OK, OK, OK, OK.
[AGENT][NEGATIVE] And you haven't received anything at this time from what you.
[CUSTOMER][NEUTRAL] No, I had a, honestly, I had a $24 deposit, but I don't know what, if it was from you guys or from Aflac.
[AGENT][NEUTRAL] OK, got you, got you, OK, yeah, I'll have to do some research on this. What's a good number good contact number for you?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] [PII], no, I'm lying. Hold on. I'm so totally. I have a new phone number. Hold on one second.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] You're fine, you're fine.
[CUSTOMER][NEUTRAL] I don't want to tell you the wrong thing.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, let me do some research on all of this and I'll get back with you. Is that OK?
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] You're most welcome. So I'll talk to you soon.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][NEUTRAL] Mhm bye bye.