AccountId: 011433970860
ContactId: 3ee673cb-7516-41f6-9e18-15883fdbc1f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163100 ms
Total Talk Time (AGENT): 63582 ms
Total Talk Time (CUSTOMER): 78162 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3ee673cb-7516-41f6-9e18-15883fdbc1f1_20250508T14:21_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], it's [PII], uh, from uh, Rui Benefits Group. How are you?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][POSITIVE] Very good, thank you. I'm calling because um I haven't received um my
[CUSTOMER][NEUTRAL] Give me one second here.
[CUSTOMER][NEUTRAL] I haven't received commissions uh for the
[CUSTOMER][NEUTRAL] Period of April that ended on the on the [PII].
[CUSTOMER][NEUTRAL] Or, or my, or maybe I'm mistaken. Uh, let me see something here.
[CUSTOMER][NEUTRAL] Maybe I don't have any commissions.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For some reason, I could have sworn I had commissions, but it could be that it was for the beginning of the month.
[AGENT][NEUTRAL] Yeah, it could be [PII] [PII] or the [PII] through the [PII].
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Yeah, from the, from the [PII], it seems that I don't have any commission that's payable to my company. Can you take a look at that if you don't mind?
[AGENT][NEUTRAL] Is it um do you have multiple groups? Is it like a specific group? I can't.
[AGENT][POSITIVE] I can do my best for commissions.
[CUSTOMER][NEUTRAL] No, it's just uh
[CUSTOMER][NEUTRAL] Yeah, it's just a commission, it's just a commission payout in general for all the clients.
[AGENT][NEUTRAL] Sure, I, we just don't broker resources just doesn't directly like work with commissions so like I can look up like the groups that you have under you to see if they've paid like their premium because that would be you know like the group has to pay before you receive the commission. I can send an email to my um APL agent appointment to actually like pays out the commission and like see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, like what they say, like, see on their side, there's just not like a, I just don't control commissions if that makes sense, so I've got, I've gotta get some help.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, no, I, I, I get it. No, I, uh, but yeah, no, I, I, I see that the commissions were paid for the beginning of the month, but there's nothing due. For some reason I thought I made a mistake. I thought I was looking at the end of the month, but it, it's correct, so it just saysgard the call.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you sure?
[CUSTOMER][POSITIVE] Yeah, no, I'm good. Thank you so much.
[AGENT][NEUTRAL] OK, so you, OK, so you do have your commissions then.
[CUSTOMER][POSITIVE] Yes, we're good. Thank you.
[AGENT][POSITIVE] Perfect. Of course, yeah, have a great day.
[CUSTOMER][POSITIVE] All right take care bye bye.
[AGENT][NEUTRAL] OK