AccountId: 011433970860
ContactId: 2b967ca9-2ab3-4365-93fd-1f3cd236a35c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171949 ms
Total Talk Time (AGENT): 88795 ms
Total Talk Time (CUSTOMER): 90035 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2b967ca9-2ab3-4365-93fd-1f3cd236a35c_20250102T16:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII] Benefits, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Oh, you know, it's um, [PII], you know, new day, blah blah blah. Hey, listen, I, I, um, we, we got, we got an email from one of our commissions are available, but I'm in my commission um panel and I don't see anything like the little green is not lit up.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly.
[AGENT][NEGATIVE] Nothing is showing up out there.
[CUSTOMER][NEGATIVE] No, I checked it on for all my, all my agents, none of us.
[AGENT][NEUTRAL] OK. Were you checking for um for this year or like January? OK.
[CUSTOMER][NEUTRAL] Yeah you are.
[CUSTOMER][NEUTRAL] Yeah, January, yeah.
[AGENT][NEUTRAL] [PII]. All right, let me see.
[CUSTOMER][NEUTRAL] Well, hold on a minute. Maybe, maybe not. Let's see.
[AGENT][NEUTRAL] For December
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] I wonder, I wonder if that was for for December commissions.
[AGENT][NEUTRAL] Probably. I don't think January will be out there just yet.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh yeah, it's, uh, is it?
[CUSTOMER][NEUTRAL] I, I guess, let me see.
[AGENT][NEUTRAL] Can you see the December? OK.
[CUSTOMER][NEUTRAL] Yeah, it is, that's fine.
[CUSTOMER][NEUTRAL] Yeah, I see. stupid name. Also, I wanna make sure.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want to make sure [PII] [PII] should not be receiving any commission if she was fired.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]? OK.
[CUSTOMER][NEUTRAL] And she was arrested.
[CUSTOMER][NEGATIVE] Yeah, she said I'll revert those commissions from tomorrow. She is, she's not even gonna have a license much longer.
[AGENT][NEUTRAL] Oh goodness. OK. Well, I can follow up on that. I'll check with our, uh, licensing department and everything and make sure. Let me just see. Hang on a second, let me go find her file real quick.
[CUSTOMER][NEGATIVE] Uh, I know, I know [PII] took care of it. On this happened on the [PII]. She, she stole almost $7000 from me, so we, we, she is not, yeah, yeah, there's $542 she's got, y'all don't give it to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my God, so sorry. OK.
[AGENT][NEUTRAL] OK, I will get with [PII] and make sure she's the one that did it. I'll make sure that um all of that's out there, but yeah, if [PII] said she took it, took her off, she probably did, but I'll follow up with her because she was out of the office last week. So yeah, I see it. We do have her returned.
[CUSTOMER][NEUTRAL] Yeah, OK, make sure that she does not.
[CUSTOMER][NEGATIVE] Yeah, please do not let these commissions go through with her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I will.
[CUSTOMER][NEUTRAL] Yes, that has to be removed to my office.
[AGENT][NEUTRAL] OK, I will check up on that and we'll follow up with you, OK?
[AGENT][NEUTRAL] Oh wait, let's, there was a, I think I'm reading an email. Hang on just a second, just a follow up. [PII] was removed from all premiums split last week, commissions were stopped. This is on the, this is on the [PII], um, another term relation was sent. I remind her killer. So yeah, it looks like they're in, they have notified that she's not supposed to be paid anything, but I'll follow up on it just to make sure, OK.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a great new year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yep, like I said, you have reverted to my agency. I appreciate it.
[AGENT][POSITIVE] And you, you have a great day.
[CUSTOMER][POSITIVE] You too man have a good one bye bye.
[AGENT][NEUTRAL] Uh bye-bye.