AccountId: 011433970860
ContactId: 792ce87c-5b73-47c2-9773-2303cc395909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321959 ms
Total Talk Time (AGENT): 175340 ms
Total Talk Time (CUSTOMER): 121319 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/792ce87c-5b73-47c2-9773-2303cc395909_20250321T17:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Gulf South Agency, and I have a question about commission statements that are on the portal.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Well, I was looking at a few. The accountant wanted a total for 2024, so I'm pulling each one on the portal. It looks like each month has two, so like [PII], there's a negative.
[AGENT][NEUTRAL] Mhm. Right, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then well the [PII] and then [PII] in January.
[CUSTOMER][NEGATIVE] There's a negative. February. They mostly negative February. There's a negative. I don't, I don't understand.
[AGENT][MIXED] The the negative, it's it's our negative, but the negative is your positive. So that's actually the payment to you where it says commission earned during this period and it has a negative and then a number that's actually a positive on your side, it's a negative on our side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's confusing.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] But that's the actual payment amount.
[CUSTOMER][NEUTRAL] Well then I'm.
[CUSTOMER][NEUTRAL] So like [PII] to 150 there's a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Beginning there's a negative and total earned negative, grand total 68, so I guess we got 68.
[AGENT][NEUTRAL] Mhm, yeah, let me.
[AGENT][NEUTRAL] Right, it'll usually it'll have like a balance. It'll either it'll have like a balance forward from the previous statements on most of them, and then it'll say commission earned during this time and it'll have a negative and that's the amount that was paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But then the next one, the second one for February, beginning balance minus total commission 0, and then the direct deposit is a plus.
[AGENT][NEUTRAL] Does that make, mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That probably wouldn't have started if there was a zero balance for that there wasn't a carryover, but all of the negatives on there are the payments.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] Well, can I get instead of having to go through each one and making a spreadsheet and adding it up, can I get a report of commission for [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can ask our commissions.
[CUSTOMER][NEUTRAL] So I can give that to the accountant?
[AGENT][NEUTRAL] Yeah, I can ask our I can.
[CUSTOMER][NEGATIVE] That would be much better.
[AGENT][NEUTRAL] I can ask our commission. I can only pull it by month, but I can ask our commissions department if there's a way that they can pull it. Um, what agency is this for? Do you have the tax ID number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, the agent number is uh 6356937.
[AGENT][NEUTRAL] OK, hold on, just let me pull that up real quick.
[CUSTOMER][NEUTRAL] And I don't see that on the commission statement, but I have that in my notes.
[AGENT][NEUTRAL] It usually has it at the very top.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Somewhere usually has it on there somewhere. It may have the ending part of it sometimes let's see.
[CUSTOMER][NEUTRAL] I have the group number.
[AGENT][NEUTRAL] So on the top of it, you know what, let me just go out here and see if I can pull [PII]. You guys are still getting commissioned. Let me wait. Let me get a 24. Hang on.
[CUSTOMER][NEUTRAL] Mhm yeah it's just one small group.
[AGENT][NEUTRAL] Previous
[AGENT][NEUTRAL] So what group is it for?
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] Nola Box supply.
[AGENT][NEUTRAL] What's the group number that's at the bottom? It should be right above all the dollar amounts.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 23761.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] Alright, 23761 page 43. OK, let me see, hold on just one second my pull. I'm just gonna pull this year since that's the closest one I have just to look at something.
[AGENT][POSITIVE] Right there we go, finally opened, goodness gracious.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Nope, OK, wait, wait.
[AGENT][NEUTRAL] What's the amount on one of the, uh, never mind, because you're in, I'm I'm on 2025. Hang on just a second let me.
[AGENT][NEGATIVE] Let's try this. OK, that didn't work, so that's not gonna be interesting.
[AGENT][NEUTRAL] OK, so it's just for this particular group that you're needing it for the whole year [PII]?
[CUSTOMER][NEUTRAL] Mhm that's the only group we have.
[AGENT][NEUTRAL] OK, OK, OK, I'll, um, ask, I'll send an email over to our commissions department and ask them if they can, um, give you a printout of some that has the whole year from January through December for [PII]. Where do you want me to send, where do you want us to send that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can send it to my email.
[AGENT][NEUTRAL] OK, the [PII]. Mhm. OK. All right. I will ask and see if we can get that and I will let you know when I find out. Um, if she can't, I sure surely we can, so anyways, we'll see what we can do for you, OK? Was there anything else?
[CUSTOMER][POSITIVE] Like golf so. Mhm. That's correct. Mhm.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][POSITIVE] OK, that would be very helpful. No, that's it. Thank you for your help.
[AGENT][POSITIVE] All right. All right. Have a great day. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You too thanks OK bye bye.