AccountId: 011433970860
ContactId: 54699dc4-1e7e-44d8-b05b-3e35830771a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265429 ms
Total Talk Time (AGENT): 112147 ms
Total Talk Time (CUSTOMER): 128548 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/54699dc4-1e7e-44d8-b05b-3e35830771a8_20250623T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling about a commission we we received and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We're missing a part of the statement.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have the group, um, are you with the agency or the broker's office?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm with the agency Candy Inc.
[AGENT][NEUTRAL] OK, hang on one second.
[CUSTOMER][NEUTRAL] Tax ID ending in [PII].
[CUSTOMER][POSITIVE] That helps.
[AGENT][NEUTRAL] Alright, got that. And let me pull up our commission thing. Give me just one second. Was this for June or was it for May?
[CUSTOMER][NEUTRAL] We received a commission on [PII] for a total of 36614, and I have one statement from [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That's part of it, but then I'm missing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The two, hold on.
[AGENT][NEUTRAL] Did you call last week? Did you call last week about this? Because I requested it to be sent to you. No, this is [PII]. I sent it over for them to send it to you, so I'm not sure why you didn't get it. Hang on just a second, let me.
[CUSTOMER][NEUTRAL] Yeah, I did.
[CUSTOMER][NEUTRAL] Yes. This is [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, she did send me something. [PII] did send me something. I received it today, but
[AGENT][NEUTRAL] Yeah, [PII], OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That was for the first period in May and it doesn't, it doesn't add up. Let me just, let me see something here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] So let's see, OK, so there is a statement from the [PII]. Let me look at this one real quick.
[AGENT][NEUTRAL] So we have 3 66 14. Mhm.
[CUSTOMER][NEUTRAL] And that shows, yeah.
[AGENT][NEUTRAL] Is that the one you're needing?
[CUSTOMER][NEUTRAL] That, that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hang on just a second let me.
[AGENT][NEUTRAL] Let me pull up real quick.
[AGENT][NEUTRAL] I thought I sent her both of those, so I apologize. Maybe I must, I may have crossed my wires.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] But you would think it because the the first the statement for the first part of May that was applied to the May commission, the last one we received.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For 229, right?
[AGENT][NEUTRAL] Um, hold on just a second, I'm trying to.
[CUSTOMER][NEUTRAL] So I don't need the statement for 229.
[AGENT][NEUTRAL] Right, hold on.
[AGENT][NEUTRAL] I thought this was the one that I sent to her. I'm gonna go look and see what I sent.
[CUSTOMER][NEUTRAL] Maybe I'm missing a part of the statement. Oh, hold on a second. OK.
[CUSTOMER][NEUTRAL] Maybe I'm
[CUSTOMER][POSITIVE] I think I just found the difference.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] 22937. Uh-huh.
[CUSTOMER][NEUTRAL] It's all that um
[CUSTOMER][NEUTRAL] Yeah, I think I missed something. Mm.
[CUSTOMER][NEUTRAL] Because of the way the print out came out.
[AGENT][NEUTRAL] So that's the one I sent was the 366. That's what should have been, but then I guess there's a price. Did you get the statement for the beginning balance of 22937?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, but that, that I already we already used in the May commission, the last one we received, so that applied there, but I just, I think I found the difference right now as we're on the phone.
[AGENT][NEUTRAL] Mhm, mhm, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK, no, it's OK. I just wanna make sure you got the right thing because I did send her the one that was 366 14, OK.
[CUSTOMER][POSITIVE] I am so sorry.
[CUSTOMER][NEUTRAL] Yeah, let me just make sure.
[CUSTOMER][POSITIVE] This is my difference that I need.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] I got it. Thank you. It's all on that 2nd period for May statement.
[AGENT][POSITIVE] Got it. OK, yeah.
[AGENT][NEUTRAL] OK, OK, cool, OK.
[CUSTOMER][POSITIVE] Thank you. Appreciate it. Sorry to bother you.
[AGENT][POSITIVE] You're most welcome. You have a good day. No, you are absolutely fine. Don't worry about it, no big deal. You have a great day. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK. All right. You too. Bye-bye.