AccountId: 011433970860
ContactId: 3e4f2be4-9760-48e8-b4db-4a9d5d7bbd95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293100 ms
Total Talk Time (AGENT): 60540 ms
Total Talk Time (CUSTOMER): 74288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3e4f2be4-9760-48e8-b4db-4a9d5d7bbd95_20250411T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I am contracted under APL. I, uh, I'm pretty much retired. So I do have about 15 or 20 clients. It might be, yeah, it's no more than 30 clients under APL. And what I wanted to know is, do I still need, you know, I don't actively enroll.
[AGENT][NEUTRAL] Um, OK, so [PII], what you're wanting to know is, in order to receive commission, I'm sorry, what was it, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So what you're asking then is to receive commissions.
[CUSTOMER][NEUTRAL] Do I still need to, right, to to continue to receive my commissions, do I still need to carry a, a ENO?
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Because I know that protects you when you, when you, when you enroll, but I'm not actively enrolling.
[AGENT][NEUTRAL] Let me find out. Do you know, uh, can you list one of the groups?
[AGENT][NEUTRAL] That you have with us
[CUSTOMER][NEUTRAL] I only have one group with them, YRC Freight.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the only group I have with you.
[AGENT][NEUTRAL] And you said it was YRC?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Bear with me just a minute.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm asking our licensing department. My guess is [PII], that you will need to keep your ENO in order to stay appointed with us.
[AGENT][NEUTRAL] But I am
[CUSTOMER][NEUTRAL] And get and receive my commissions.
[AGENT][NEUTRAL] And receive your commissions, but let me, let me find out is there a number I can just call you back that way you're not stuck on the line while I'm waiting.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And what is your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, honey.
[AGENT][NEUTRAL] All right, [PII]. I'll call you as soon as I hear something, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] All right, is there anything else I can do for you?
[CUSTOMER][NEGATIVE] Nope, that's, that's my question, because I, I don't know if I have to keep paying in and do I still need the same amount? Can I go lower? I'm trying to save money here since I'm losing my ass in the stock market.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Aren't we all, aren't we all? Um, yes, as soon as I find out, I'll call you back, OK?
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.