AccountId: 011433970860
ContactId: 51743aef-727a-4eb8-9213-37971297b74d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432160 ms
Total Talk Time (AGENT): 195124 ms
Total Talk Time (CUSTOMER): 191634 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/51743aef-727a-4eb8-9213-37971297b74d_20250529T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] again in the care team. How are you doing today?
[AGENT][NEUTRAL] 13
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm good. I hope that renovation is going well for you.
[AGENT][NEUTRAL] Oh yeah, I am, I am home today or I mean I'm in the office today about to leave to go home to keep working on things so uh anyway.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Got you. OK, so I have an I have an email that was stating that their, their corporate account received a direct deposit. I can't locate them. I've emailed back and forth and I have um the email person on the line. They're not even sure it's us, but they are an insurance agency and I was just wondering if it has.
[AGENT][NEUTRAL] How can I help
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What we did is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are they looking for a commission statement? Is that what it is?
[CUSTOMER][NEUTRAL] So they, no, she sent an email and said that they, they received a direct or a deposit to their corporate account for $68.52 and the bank says it's American Public direct deposit.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, it's
[CUSTOMER][NEUTRAL] She's, they don't know what it's for or if it could be a commission.
[CUSTOMER][NEUTRAL] You know, or something to do with the commission or one of their brokers or she has their knows their brokers but she doesn't nobody's so far is stating that they don't recognize APL. Can you possibly talk to her and see if one of her brokers is associated with APL?
[AGENT][NEUTRAL] Statement
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] And she's trying and I'm, I'm trying to figure it out, you know.
[AGENT][NEUTRAL] Yeah, no, no, no, yeah, no, that's OK and if you wanna just forward the email um to the general, not the [PII] one but the regular APL, um, just APL sales, uh, just send that over because I'm monitoring that so we'll see what's.
[AGENT][NEUTRAL] What would that email too?
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Hang on just a second, I'm sending it now.
[CUSTOMER][NEUTRAL] APL, not [PII] sales.
[AGENT][NEUTRAL] Yeah, just regular APL sales.
[CUSTOMER][NEUTRAL] Boots?
[AGENT][NEUTRAL] Like you
[CUSTOMER][NEUTRAL] I'm just gonna put a please assist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless you want me, you want me to do a formal email?
[AGENT][NEUTRAL] No, that's OK. No, no, no, no, no, that's OK.
[CUSTOMER][NEUTRAL] Oh, that way at least you have it while you've got while they're on the phone with you.
[CUSTOMER][NEGATIVE] Yeah, I feel horrible doing that, you know.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] I hate to do that because then I'm like.
[CUSTOMER][NEGATIVE] Then I'm like, he just doesn't look right.
[AGENT][NEUTRAL] Yeah. No, you're fine.
[CUSTOMER][NEUTRAL] All right, but I do have just [PII] on the line.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] And this way you can at least look at what she sent.
[AGENT][NEUTRAL] Talking about, yeah.
[CUSTOMER][NEUTRAL] And I couldn't find Conkle and Associates. I couldn't find just [PII] and, I mean, I, you know, from just what I have.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I sent it to great billing they said they don't do direct deposits they send it back to me and then I asked just for additional information and she said this is all they have.
[CUSTOMER][NEUTRAL] And then I just decided to call her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries, we will see what we can do for her.
[CUSTOMER][POSITIVE] You're awesome.
[AGENT][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] You ready for?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] All right, let me just get her on the line and, oh my gosh, all of a sudden I forgot [PII].
[AGENT][NEUTRAL] Challenge. That's OK.
[CUSTOMER][NEUTRAL] What's your name? [PII], thank you.
[AGENT][NEUTRAL] Mhm. No, you're fine. That's OK.
[CUSTOMER][POSITIVE] Thanks. All right, thanks. I appreciate it. One moment.
[CUSTOMER][POSITIVE] Yes yes.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yeah. Thank you for your patience. I have [PII] on the line she's going to assist you, see what we can do for you, OK? Hi, thank you. Mhm.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How are you doing today?
[CUSTOMER][POSITIVE] I'm great. How are you?
[AGENT][NEUTRAL] Good good so we're looking for a deposit I hear.
[CUSTOMER][NEUTRAL] Yeah, it's just not ringing a bell for anyone here, and I was curious if it was related to commissions.
[AGENT][NEUTRAL] OK. I mean, most likely those are the things that get direct deposited, um, would be the commissions. Uh, we don't generally direct deposit in in that type of amount for, you know, other things, but let me look and see and you're calling from Krule and Associates, is that right?
[AGENT][NEUTRAL] Uncle
[CUSTOMER][POSITIVE] Yes, that is right. Mhm.
[AGENT][NEUTRAL] OK, OK, let me look here.
[AGENT][NEUTRAL] And was it deposited on [PII] or no [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, so it was a commission payment, um, it looks like for.
[AGENT][NEUTRAL] A few different people.
[AGENT][NEUTRAL] Um, but all under chat.
[CUSTOMER][NEUTRAL] Oh, do you have a, a statement of who? Under, under?
[AGENT][NEUTRAL] Mhm, yeah, so I have [PII] is the agent's name associated to it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But we've got [PII], uh, [PII], [PII], [PII], and [PII] all had like this all came from.
[AGENT][NEUTRAL] Those are the policyholders, but the agent name is his.
[AGENT][NEUTRAL] So, uh, I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can email those over to you. Do you just want me to send it to the email that um you and uh.
[AGENT][NEUTRAL] [PII] were emailing from.
[CUSTOMER][POSITIVE] Yeah, that would be wonderful if you could do that.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] And is this just, just.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You just OK alright sorry I.
[AGENT][NEUTRAL] Cos like 100 miles an hour.
[CUSTOMER][NEUTRAL] No, gosh, no, I get that.
[AGENT][NEUTRAL] OK, I will get that emailed over in just a second and then if you have any other questions, uh, once you get it, just give us a call back.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much.
[AGENT][POSITIVE] You're welcome. Don't hesitate to call. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] All right bye.