AccountId: 011433970860
ContactId: 593ed3d7-927f-4750-9715-4e11311a6903
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358420 ms
Total Talk Time (AGENT): 105066 ms
Total Talk Time (CUSTOMER): 157443 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/593ed3d7-927f-4750-9715-4e11311a6903_20250109T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yeah, I've talked to a few different people this week, um, and I am not getting any answers. Um,
[CUSTOMER][NEUTRAL] I am a relatively new agent to ATL and um I received an email um about um your commission statement um for the most recent earning period is now available online. Um, and so I spoke with my, um my broker or whatever, and I don't have a great relationship with him.
[CUSTOMER][MIXED] Um, and he said that he would get back with me. I spoke with the lady who works with him who is wonderful, but she passed me on to commissions and then commission. I, I don't know the, the problem being is that my account was compromised and I need to know if.
[CUSTOMER][NEUTRAL] That check has been mailed if it's going to, I, I, I need to know, well, first of all they said that there wasn't any money owed, but on this commission statement it says $1600 and some odd odd dollars.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII], and I'll have to give you, um, I, I'm not sure what my um.
[CUSTOMER][NEUTRAL] Would it be APL 123456?
[AGENT][NEUTRAL] Um, no, let's see.
[CUSTOMER][NEUTRAL] I don't think so, yeah.
[AGENT][NEUTRAL] So your your actual agent number with APL is your NPN number um we do not show that you have your commissions assigned to an agency so they're being paid to you under your um SSN and so where your commission statements actually will show up then is in your broker portal to the online service center.
[CUSTOMER][NEUTRAL] Yeah, that's where I'm sitting
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's just that I, I just want to know because of my account being compromised if they have mailed that back or did they try to put the check through to my account but I can't get anyone to tell me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like we have you set up for direct deposit, so we would have sent these via EFT when we released commissions for [PII], um, which that would have been like January.
[CUSTOMER][NEUTRAL] OK, that, that's set out last week.
[AGENT][NEUTRAL] 3rd, I think we ran commissions.
[CUSTOMER][NEUTRAL] OK, yeah, that was just set up last week so if you ring commissions on [PII], it hadn't been set up yet, so would that mean that it would be a check?
[AGENT][NEUTRAL] Yes, if we didn't have your EFT details set up prior to when commissions ran on the [PII], we would have sent a check.
[CUSTOMER][NEUTRAL] OK, and if the check was sent now, do you see, can you see how much that check was?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Bear with me a second because this is.
[AGENT][NEUTRAL] Not an easy thing for me to get to, but.
[AGENT][NEUTRAL] I can get to it.
[CUSTOMER][NEGATIVE] Apparently, it's not easy for a lot of people because, no, I, you know, I, I hate it whenever, you know, you talk with several different people and
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't work on the commission team. I work on the sales team, so I have to go about it in a bit of a different way, but I can get there. It's just gonna take me a second.
[AGENT][NEGATIVE] It's been really slow today.
[AGENT][NEGATIVE] Oh my stars, why is it taking so long?
[CUSTOMER][POSITIVE] Makes for a long day.
[AGENT][NEUTRAL] I'm telling you.
[AGENT][NEUTRAL] Um, so I, it looks like 165508.
[CUSTOMER][NEUTRAL] OK, so it probably went in the mail. Let's say, well, no, if you, if you, if they were processed like on the [PII], um, what is today, the [PII], [PII]?
[AGENT][NEUTRAL] Yeah, yeah, the [PII], so checks probably did not mail until Monday of this week, so.
[AGENT][POSITIVE] Um, yeah, that was like, you know, 4 days ago. So you should be getting it any day now.
[CUSTOMER][NEGATIVE] Right, OK, OK, um, you know what, if I could get a hold of the person that, um, that did that to my account, I might break through recaps. Seriously, it has been a mess, mess, mess, mess.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, yeah, that is no fun at all.
[CUSTOMER][POSITIVE] All right, dear. OK, thanks.
[CUSTOMER][POSITIVE] No, it is. OK, honey. Yeah, I listen, you have a great, and you know what? Thank you for getting the information for me. Congrats to you.
[AGENT][POSITIVE] Absolutely. Anytime. I'm glad to help.
[CUSTOMER][POSITIVE] Alright thanks bye.
[AGENT][POSITIVE] Alright [PII] have a good day thanks.