AccountId: 011433970860
ContactId: 6e94fa93-271b-4a08-b9be-4a80f36ac5fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 707890 ms
Total Talk Time (AGENT): 189640 ms
Total Talk Time (CUSTOMER): 165525 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6e94fa93-271b-4a08-b9be-4a80f36ac5fb_20250408T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII], um, I'm a broker that, and I, I've been partnered up with a guy that's had a contract with the American public for decades, arguably, and, um, and, and he's retired recently and, and I've been set up with a new broker account sign on at the web, um, and it looks like all the groups have been moved over to my sign on and the only thing that hasn't changed was the commissions.
[CUSTOMER][NEUTRAL] And I just wanted to see if you could update me maybe there's a delay in processing the commission changes or how that works.
[AGENT][NEUTRAL] OK, so where are you, so you, so everything has moved over to you in terms of like are you on the online service center?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, online service center.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you give me just one of the group numbers and let me see what I'm showing on my side?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Um, how about 18924.
[AGENT][NEUTRAL] Gulf Coast LLC 18924.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold and I'll be right back, OK? Give me just a second.
[CUSTOMER][POSITIVE] Oh right thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still with me, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sorry about that. I just had to do a little bit of digging and ask for a little bit of help on this, so it looks like and this is just speaking for this first group that you gave me the 18924 Gulf Coast LTC so they're paid until April and until until they pay their April bill you will not see commissions depending on when their statement is paid. The group has to pay premium before commissions are paid.
[AGENT][NEUTRAL] So the next commission is for us to like for us to pay out is gonna be on [PII] so.
[CUSTOMER][NEUTRAL] OK, so, so does that mean you put an effective date in there for commissions that, that's what I'm, you know, because in other words, I don't know, I can't remember when they switched over, um, it, it, it took a while. There was some mess ups and whatever. Did it switch over and it's not a big deal, by the way. I can, I can see you have access to the other stuff, um, but, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But just to just to clarify you're you're saying it's like effective with [PII] premium, is that what I'm hearing?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I mean if that's if that's what we put you as effective I'm not 100% on when.
[AGENT][NEUTRAL] Um, because we do have a commissions department that handles this, so I would have to go back in to see like when you were truly effective if it was for [PII], but yes, um, depending on your effective day and then depending on when the group pays their statement is when you will start seeing.
[AGENT][NEUTRAL] Commissions.
[CUSTOMER][NEUTRAL] Oh, I understand the group paying their commission and paying their statement for. I, I get that, but, but I, what I'm, what I'm not certain about it's supposed to been effective [PII], so but you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] So it's been dragging out for several months now and I'm just, uh, I, I guess I just need to know when I should follow back up. I mean, are you, you're confident it's been processed correctly. I mean, I felt pretty good when the groups all moved under my, under my OSC account.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, so we, I mean there's steps that we have to take on like on our side internally with our commissions department on getting things switched over so yes you're the you are the agent of all of these groups and then depending on when we had to pay out the old commissions to the previous broker versus when you become effective I think that's what's coming into play now I can um message my.
[AGENT][NEUTRAL] Um, I don't even know if she's on. Let me see.
[AGENT][NEUTRAL] Wait just a second, she's messaging me back.
[AGENT][NEUTRAL] And I'll see what she says.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK awesome you're checking with the uh commission people or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so it looks like the effective date is [PII], so moving forward you will receive commissions.
[CUSTOMER][NEUTRAL] OK, and then there's 2 or 3 other groups and they're a little slower to pay, so they might, I guess they're probably 712 or 41 as well.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, I mean all all of the AOR changes for you on these groups will be effective for one.
[CUSTOMER][NEUTRAL] OK, so there'll be a little bit of a, OK, but then starting, but starting the [PII] commissions, uh, yeah, so they're probably kind of split for the next couple weeks. We'll see what happens.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so we pay, yeah, we pay on the [PII] the [PII] and then we pay on the [PII] through the [PII] or the [PII] depending on how many days, so that's, that's when you'll see the commissions hit on either or of those and probably one the [PII] through the [PII] and the [PII] through the [PII].
[CUSTOMER][NEUTRAL] Yeah, no, I.
[CUSTOMER][NEUTRAL] Yeah, no, this is really more just a name change. I've been processing I'm, I'm very well, we only get paid once a month. I don't know if that's, uh, if that's because of a minimum amount or what, what or whether maybe that was the choice we made or, um, or maybe it's because we haven't been doing direct deposit.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure. Yeah. Um, yeah, I mean, it, it could be a number of things, but yes.
[CUSTOMER][NEUTRAL] And so.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And, and once one too, so that, that's no big deal. OK, I'll be patient and I'll wait for, uh, well, uh, I guess sometime in the [PII], hopefully I'll, uh, see my first check under the new, new company, so.
[AGENT][NEUTRAL] OK, well let us know if if you don't see that but um it looks like it looks like our commission girl she um she is you know taking care of the process and the process has been changed um as far as you being the agent so you should start receiving commissions.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] Of course I hope you have a great day.
[CUSTOMER][POSITIVE] Appreciate it bye bye.