AccountId: 011433970860
ContactId: 43f9c3ec-c15d-4eff-9328-a66f2755eaaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477380 ms
Total Talk Time (AGENT): 222508 ms
Total Talk Time (CUSTOMER): 110589 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/2025/02/19/43f9c3ec-c15d-4eff-9328-a66f2755eaaf_20250219T20:36_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I'm an agent, uh, with you guys. I was wondering about my commissions. All the other agents have gotten theirs this week. Mine hadn't gone in and I, in my bank and I recently changed to advance, but I haven't turned anything in to be advanced on yet. So I should still be getting my little as earned check.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] Let me see, give me just a second. Let me go here to the statements and see if I can see we have anything out here for you. Give me just a second here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Go into February, OK.
[AGENT][NEUTRAL] Wait for it to pop up here.
[AGENT][NEUTRAL] Do you know what tax ID number that's gonna come under? Is that yours or is it under an agency or anything?
[CUSTOMER][NEUTRAL] Uh, should be under UTBA.
[AGENT][NEUTRAL] UTBA OK, let me pull them up real quick.
[AGENT][NEUTRAL] OK, how do we have them in here Universal tracking. Let me try.
[AGENT][NEUTRAL] So you've got commissions for this group previously or is this a new change?
[CUSTOMER][NEUTRAL] Uh, no, I, I was with APL for 20 years, but I, I left and came back, uh, just a couple of months ago, and it's always been under, uh, UTBA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just that the commissions should come to you because you're not getting your commission on it, correct?
[CUSTOMER][NEUTRAL] Right, yeah, it should be 308. Let's see, the deposit should have been 308-02. It's not a very big one, but yeah, I haven't, I haven't seen it go in my bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Usually makes me search up a tax ID number. Hang on, let's see if I can find you with your tax ID number in here.
[AGENT][NEUTRAL] You said your last name is [PII], first name is [PII].
[CUSTOMER][NEUTRAL] Right, yeah, and it might be under [PII], but my dad is [PII] and he's an agent also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, let me look because I didn't see anything under trace so let's try.
[AGENT][NEUTRAL] [PII], are you the 3rd, [PII] the 3rd, [PII], the 3rd, OK.
[CUSTOMER][NEUTRAL] Mhm. That's me.
[CUSTOMER][NEUTRAL] I'm the 3rd
[AGENT][NEUTRAL] OK, let's get your account here.
[AGENT][NEUTRAL] There we go 3 what, OK, let's see, let me try your tax ID number.
[AGENT][NEUTRAL] Alright, yeah, here we go, hang on, let's see.
[AGENT][NEUTRAL] You see, so you're not showing that you've gotten a deposit on this. Is it direct deposited to your account?
[CUSTOMER][NEUTRAL] It is, but it, yeah, I'm not seeing it.
[AGENT][NEUTRAL] OK, I'm trying to get
[AGENT][NEUTRAL] I'm trying to get to the bottom of it, so bear with me just one second. a long line here. Let's see. I just let's see what the total. OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Statement beginning period 30404 total commission earned 30802 direct deposit.
[AGENT][NEUTRAL] January, what is this? [PII].
[AGENT][NEUTRAL] February.
[AGENT][NEUTRAL] The 3rd.
[AGENT][NEUTRAL] And it has
[AGENT][NEUTRAL] Let's see the 3rd 34845. So you haven't had, did you get any deposits in January? It should be.
[CUSTOMER][NEGATIVE] Uh, yeah, yeah, I've been getting my deposits, OK, just not this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] This is for 21 to 2:15.
[AGENT][NEUTRAL] So it would have
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] 257 OK tracking universal trucking just making sure it's not tied in with something else.
[AGENT][NEUTRAL] Well, it's for universal trucking.
[AGENT][NEUTRAL] And at the top of the statement says Martin Alexander Martin the 3rd, so OK.
[CUSTOMER][NEUTRAL] I'm actually downloading the PDF right now for the [PII]. I didn't even do that before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I actually forgot I could do that. There it goes, OK.
[CUSTOMER][NEUTRAL] Alright, there's everything says.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] 30802.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now I'm seeing something 34845.
[AGENT][NEUTRAL] Yeah, it says direct deposit statement charges for period direct deposit and across that it says 30404.
[AGENT][NEUTRAL] No, it's [PII] at 3:48 mhm.
[CUSTOMER][NEUTRAL] That was the second half.
[CUSTOMER][NEUTRAL] Yeah, that was the 2nd half of January.
[AGENT][NEUTRAL] January. OK, that's what that means. OK, thank you, because I was trying to like so I guess that for [PII], I guess 30404, and then [PII] 34845 statement grand total 4043.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So did you get a deposit?
[CUSTOMER][NEUTRAL] Yeah, I don't know what that would be. I don't know what, I I haven't gotten any 348, 45.
[AGENT][NEUTRAL] OK. Did you get a 30404?
[CUSTOMER][NEUTRAL] Mhm. On the [PII] of last month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. OK, total commission earned. OK, so.
[AGENT][NEUTRAL] Let me, let me get with.
[CUSTOMER][NEUTRAL] Is that 3, is that 3:48 supposed to be in advance?
[AGENT][NEUTRAL] Maybe I need to get with [PII] on our commissions team. Looks like she is on. Let me see if she's available. I think she's in a meeting.
[AGENT][NEUTRAL] I tried to get her earlier, yeah, she's on a call. Let me get with her because maybe that's what that is. I'm not really sure because it doesn't really distinguish it as that. It doesn't really say. um, let me ask her if she knows because she may have another system where she can go in and look and see exactly what's going on and if it's advanced. What's a good contact number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get with her and let us look at this and we'll get back with you. It'll be this afternoon. If not, I'll be first thing tomorrow. Is that OK?
[CUSTOMER][POSITIVE] OK, yeah, sounds good.
[AGENT][POSITIVE] OK thank you have a good evening thanks for.
[CUSTOMER][POSITIVE] Alright thanks you too.