AccountId: 011433970860
ContactId: 0f446eea-7514-482e-a5db-1239227ca0fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 738979 ms
Total Talk Time (AGENT): 199340 ms
Total Talk Time (CUSTOMER): 300258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/0f446eea-7514-482e-a5db-1239227ca0fb_20250311T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I'm not sure if I spoke to you a little bit ago. Um, my name is [PII] and I'm calling regarding some uh commission statements.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't think we spoke earlier, but let me know what's going on. Maybe I can help.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, so I called initially or earlier because um I was trying to figure out why all the commission statements were negative and uh the lady I spoke to told me that it's negative for you, positive for us. Now the question is I found some positives here, so I was assuming it would be a negative for you guys, but then I don't wanna assume, so I called back.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Um, possibly. I don't know exactly what you're looking at. Is it, um.
[CUSTOMER][NEUTRAL] So let me give you um
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me give you, what information do you need from me so you can pull up the uh
[AGENT][NEUTRAL] Um, I guess what commission statement are you looking at like in like what year or excuse me, what month?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, the uh report period is [PII].
[AGENT][NEUTRAL] And when was it posted?
[AGENT][NEUTRAL] Does it say that?
[CUSTOMER][NEUTRAL] Uh, the, when the deposit was, uh, made, is that your question? I don't know. I don't know how to answer that. I don't know where to find that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] Report, so it says report day, no, no, no, this is today.
[CUSTOMER][NEUTRAL] Mm what else?
[AGENT][NEUTRAL] OK, what's the
[AGENT][NEUTRAL] What's the total amount that it's?
[AGENT][NEUTRAL] Of the statement is stating?
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] The total amount.
[CUSTOMER][NEGATIVE] Says it's 13831, so negative 13831.
[CUSTOMER][NEUTRAL] And then it says total commission earned during period negative 5002.
[CUSTOMER][NEUTRAL] Which if I understood correctly, the previous lady, she said that um
[CUSTOMER][NEUTRAL] Never mind, I don't remember what she said, but I remember she said it was the negative. So this is the, the specific commission statement I'm talking about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so, mm, these are just not easy to pull. Is it have you sent an email by chance that I can pull up?
[AGENT][NEUTRAL] Like did you send us an email by like with.
[CUSTOMER][NEUTRAL] No, no, no, no, I just pulled up the uh commission statement for [PII], um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it, is it one that we sent you or did you pull it out of the OSC?
[CUSTOMER][NEUTRAL] Yes, I pulled it out of the other.
[AGENT][NEUTRAL] OK, so that's gonna be um
[CUSTOMER][NEUTRAL] So you have my account up, is that what we're talking about?
[AGENT][NEUTRAL] No, I don't. I'm just trying to figure out because if you're pulling it from the OSC that's not how we get our commission statements like we have um.
[AGENT][NEUTRAL] Like a different way of pulling them so I'm not exactly seeing what you're seeing. I don't, I can't access your LSC account um.
[AGENT][NEUTRAL] I'm just trying to figure out the best way to pull.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the, the previous lady, she asked me um the agency uh name and the uh.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The ID?
[CUSTOMER][NEUTRAL] And then she was able to pull up the information I was talking about.
[AGENT][NEUTRAL] I wonder if you
[AGENT][NEUTRAL] Um, I'm gonna put you on a brief hold. Give me just a second, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I think it's because we have a team meeting y'all.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] I think it shows negative for them.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] OK, would you mind, um, can you, can you send that attachment that you're looking at to us so we can see what you're seeing, um.
[AGENT][NEUTRAL] I, I don't, I'm not sure who you spoke to previously, but we have somebody who works because are you out of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have somebody that works um with our [PII] groups and she said that she didn't talk to you earlier so I, I just wanna see what you're seeing because I don't know exactly they they are right, the negatives are positives. I just don't know what you're seeing in the positives part of it.
[CUSTOMER][NEUTRAL] OK, can I email this to you?
[CUSTOMER][NEUTRAL] So, so on the commission statement, right, let's say for the sake of the example, it says minus $45. So what I understand is that minus $45 is $-45 to you guys and it's a positive for us, right? So you guys paid us $45 right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, on the other hand, I have here uh 44 different numbers, and again, just for the sake of the example, let's say $18 but this one is not negative, $18. So if a negative.
[CUSTOMER][NEUTRAL] For uh, basically it's a negative is a positive for us. I just wanna make sure that if it's not negative on the commission statement, it's, it's basically a negative for us. It basically that's a charge back. So that's what I need to clarify.
[AGENT][NEUTRAL] I mean possibly right possibly but I I can't answer you over the phone like I just I would like to see it so if you don't mind sending the attachment to us I can look at it and then I can answer you we just don't handle commissions in the terms of like paying out our brokers so to give you that answer I just can't give you a definite like we have a department that handles commissions, so I just don't wanna tell you something and it'd be wrong.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I understand. Um, so let me say this real quick and I will email it to you. Um, where does it go?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Um, so I'm gonna, it's gonna be commission report.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let me save it somewhere, then I'm gonna find it real quick.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm OK. And then what I'm gonna do right now is I'm gonna email it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the email address that this is going to?
[AGENT][NEUTRAL] Yeah you can send it to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right. Would this go directly to you or just to whoever in that department?
[AGENT][NEUTRAL] Um, it's just, it's my team, so I'm on a, we're broker resources and we have a team, so it goes to our email and I'm a part of it.
[AGENT][NEUTRAL] So I'll be able to see it.
[CUSTOMER][NEUTRAL] All right. How would you like me to um or what subject line would you like to see?
[AGENT][NEUTRAL] It doesn't matter just you can put commission statement.
[AGENT][NEUTRAL] Uh, we'll, we'll, I, we'll be able to know exactly what it is when it comes through.
[CUSTOMER][NEUTRAL] All right. So I'm just gonna attach here the commission statement and
[CUSTOMER][NEUTRAL] Should I type in a little email basically saying what I'm looking for?
[AGENT][NEUTRAL] Yeah, that's fine if you wanna give just like a brief like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, just trying to clarify what a positive or a.
[AGENT][NEUTRAL] Yeah, something like that just trying to clarify what a positive is on this commission statement.
[CUSTOMER][NEUTRAL] And there is also another question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I'm just trying I wanna apo.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where did he go?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just paid.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Just bear with me one quick second because I know there is something else I'm forgetting. Just give me 1 2nd, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty, perfect. So, um, just to make sure the email is going to is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome. All right. Perfect. Sent.
[AGENT][NEUTRAL] OK, once we get that, thank you. Once we get that in, we'll look at it and then I'll either either give you a call back or I'll just reply to your email, OK, with the explanation.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] Of course, of course, we'll talk soon.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.