AccountId: 011433970860
ContactId: 648157c7-733f-4725-8a66-9e64b0a2e592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573229 ms
Total Talk Time (AGENT): 121050 ms
Total Talk Time (CUSTOMER): 412144 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/648157c7-733f-4725-8a66-9e64b0a2e592_20250404T15:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you doing this morning?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][NEUTRAL] Great, look, I called, um, I'm having issues with, um, my commissions, have some questions about it, and I had, um, my rep told me to call the number and every time I call the number and I go to that extension, it goes to a voicemail for [PII]. Is there anyone else there that can help with commissions other than [PII]? It seems like she's not in today.
[AGENT][NEUTRAL] Yeah, she's yeah yeah she's actually retiring um what are the actual questions? Typically our um our commissions department is not necessarily customer facing so I can see what I can do to help and I can always send them an email and they can respond back and we can get you some answers. What's going on?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect perfect
[CUSTOMER][POSITIVE] OK, perfect. So I am one of the few, they tell me I'm the only one, but it gotta be others. Um, the only broker that they give advanced commissions to. So, um, I've just come from the companies that I wrote with before and I was doing advanced commissions so that 6 months in advance and yada yada yada and, um, everything's been going fine. Well, I wrote, I mean, I wrote a ton of business over the, the 4th quarter last year and then into this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've been getting, I get my checks, of course, the commission statement online is like trying to read Egyptian to me. So, um, I can, I don't, you know, it's, it's just kind of, it's different. I mean it's, it's easy, but when my situation with the advanced commissions is kind of difficult, but.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm looking at it and uh this is the question that I have is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So everything has been adding up perfectly like I wrote, I don't know $100,000 in the fourth quarter in between November and December. All of that. So what they do is they write the check. $5000 a week is the most that I can get. So I wrote a, I got a check for $5000.03 straight weeks in January. And then, um, the the last one was I wrote it down on here 303286 and that's what it has on my statement and that that kind of took care of all of my fourth quarter stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well then in the, um, in January for submitted, submitted for a [PII] effective day. So towards the end of January, I submitted two new groups and I did the commissions myself and it should have been $11,400 upfront commission, between 114 and 11, you know, 112 and 116, let's just say. So I got 2 $5000 checks, which was normal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So then I was expecting like, you know, 120 to $1400 check, but then I got a $335 check. And I'm like, oh man, I don't know what that's like I said, make so much money with them wasn't really bothering me. Um, well, well then in um in for [PII], I submitted, I only had one group in February and I submitted that group at the end of February from [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And um that group should have paid me between 23 to $2600 upfront commission. Well, I got a check yesterday for $202 so I'm about $3500 short now. I know when you start doing the best commissions there may be some charge backs or something like that, but none of that is mentioned in my commission statement and there's actually a 5 it looks like there's a $5000 check in my commission statement that I never got.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] That's, that's an issue. I don't think I'm owed that much. I'm thinking I'm owed about 350 to 3800, but it says that they paid me.
[CUSTOMER][NEGATIVE] On my [PII] ones that I got in March, it showed that they paid me 2 on one statement and 1 on the other statement, and I did not get that other one.
[CUSTOMER][NEUTRAL] So I'm kinda like, whoa, what is going on here? So I just need to see what's happening. Is there another check out there? Is it did I have that I shouldn't have that much in charge backs you know and just kind of and and when I'm reading it.
[CUSTOMER][NEUTRAL] You know, I'm looking at the PDF and it says I'm just looking at the the most recent one from Wednesday and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see if it pulls up and show it shows, uh, you know, you look just go through all of the groups and it says statement period beginning marks 4106011 and then it says total commission earned during period 69 41 43 and then it says statement charges for periods and it says my name [PII] $208.72 which is what I received yesterday and statement grand total 34, 327.
[CUSTOMER][NEUTRAL] So I started looking at the other ones to see what it was and
[CUSTOMER][NEUTRAL] Whenever I look back at [PII].
[CUSTOMER][NEUTRAL] When I look at that
[CUSTOMER][POSITIVE] It shows it shows let me make sure this is the right one.
[CUSTOMER][NEGATIVE] I believe this is the 1 5000 I didn't get.
[CUSTOMER][NEUTRAL] Yeah, those, um, interest on debit balance 29717. Then it shows [PII] there $5000 like I got a check for $5000 and then it says credit interest on debit balance minus 29717. Then it shows [PII] 33543, which is the check that I got. I got that one.
[CUSTOMER][NEGATIVE] But this is showing 5000 and then the pay the payment before showing 25,000s. I did get this 25, 25,000 but I did not get this 5000.
[AGENT][NEUTRAL] OK, so we're missing.
[CUSTOMER][NEGATIVE] So I am just totally confused.
[AGENT][NEGATIVE] So from all of that we're missing a $5000 check possibly.
[CUSTOMER][NEUTRAL] That's that's, that's what it looks like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's, and like I said, it's, it's tough to read, but I finally figured out that's what it was when I saw [PII] 5000 because the statement before um.
[CUSTOMER][NEUTRAL] The statement before this one was February.
[CUSTOMER][NEUTRAL] [PII] through [PII] that one has my 5,000s which I did get.
[AGENT][NEUTRAL] OK, and what, um, and what should the the one that we're missing is that a, it's a March commission check or January, what did you say?
[CUSTOMER][NEUTRAL] I don't think I
[CUSTOMER][NEUTRAL] It's 11 that just the one I just got yesterday. I was expecting it to be, well, like I said, seemed to me like I was about 1200 to $1400 short on the one for March or for the.
[CUSTOMER][NEUTRAL] Statement ending in February I should say, and then the one ending in March was yesterday I should seem like I'm about $2400 short.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On that because I'm looking back here's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here's the one from the beginning of February and there's my 2 $5000 checks, which is right, but I did not get that other $5000 check.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I mean I'm sure they can pull it.
[CUSTOMER][NEGATIVE] And never got it. I promise I would have done if I got my check.
[AGENT][NEUTRAL] Yeah, of course. OK, let me, um.
[AGENT][NEUTRAL] I'm just trying to get this.
[CUSTOMER][NEUTRAL] I'm just kind of like
[AGENT][NEUTRAL] Yeah, um, our other person who works in our commissions department is it looks like she's out today as well. I'll send her an email, um, there might be some follow up questions. I don't know exactly, um, I am gonna CC [PII] which I'm sure you've spoke to a few times, um, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yup.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If there's any back and forth um questions um one of us will reach out to you.
[AGENT][NEUTRAL] And we'll try to figure out, so, um,
[CUSTOMER][POSITIVE] That's perfect. OK.
[AGENT][NEGATIVE] So basically we're missing a $5000 commission check from.
[CUSTOMER][NEUTRAL] Uh, from on here, let me look, let me get it exactly right before I tell you that. I think it was the one ending, I think it was February. Let's see, I think it's [PII]. Let me look one more time and make sure.
[AGENT][NEUTRAL] February.
[CUSTOMER][NEUTRAL] Because the check I received [PII] is the thing was for 3:35 which it says on here 3335.
[CUSTOMER][NEUTRAL] And make sure it was March correct. March the um first one [PII]. It says I got a 5000 but I didn't and then it says I got 53, which I absolutely.
[AGENT][NEUTRAL] From March
[AGENT][NEUTRAL] And you did get those?
[CUSTOMER][NEUTRAL] I got the 335 but I did not get that 5000.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] He receive.
[AGENT][NEUTRAL] OK. Um,
[AGENT][POSITIVE] I've sent the email and again we will follow up if there's any questions or if we need anything um she's out today hopefully she'll be back on Monday so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's not, it's not a rush. I just had, had thought about it and I was going over things last night when I got that check, I was expected to be a whole lot bigger than it was only $208. So I text my rep and he said, who he said, Oh, tell me he said call commissions in the morning. So I did. And when I called, I left that voicemail and I'm like, I'm strange she'd be the only one. So that's when I called back and got the, uh, you know, just got y'all.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah of course OK well let me see what we can do and then we'll reach out if we need some follow ups, OK?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] That's perfect. Thank you so much.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Too bye bye.