AccountId: 011433970860
ContactId: 7a59985c-f048-4e90-bd17-a74a291e9b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162720 ms
Total Talk Time (AGENT): 80810 ms
Total Talk Time (CUSTOMER): 96601 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7a59985c-f048-4e90-bd17-a74a291e9b52_20250603T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I think I just had a missed call from you. I'm sorry I didn't answer.
[AGENT][NEUTRAL] Yeah, no, it's OK. Um, I talked to our, uh, [PII]'s our commission person and she's in a meeting, so I explained to her what was going on and she said that the funds processed yesterday afternoon and it takes 1 to 3 business days to be in your account, so it should show up here in the next, hopefully 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK, I'm gonna, I'm, well, I'm gonna tell you, and that's OK. I, I, I understand what you guys are saying, uh, just understand that usually, you know what I mean, usually, I mean, so far, every single time that the commission statements are released, you know, uh, by email like yesterday afternoon, the very next day, no hesitation ever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the, the, the funds are there. That didn't happen this time, which is why it led to the phone call. Now, granted, if it happens this afternoon, it happens tomorrow morning, I get it. But um the reason why I'm calling in is because usually it is the next day, like the next day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Got you, yeah, understandable, but she said that it should be in there within 3 days. I know sometimes there can be a delay, so if you don't have it this afternoon or tomorrow, let us know if that's normal for you, but she did say that it's been transmitted, so it should be there just like we say to give 1 to 3 business days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Let's
[CUSTOMER][NEUTRAL] No, no worries. I'll, I'll be patient. I'll give it one more day and, and let's see, um, at the same time, you know, I mean, just like anything, bills are usually due around the first of the month, so, you know, you know, and be able to have as you wanna be able to have as much on your side as possible to, to take, to take care of the bills, um, that's it. So that's, that's, that's why, that's why the call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand, yeah.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] No, that
[AGENT][POSITIVE] Makes sense too, especially if that's been your experience. I don't blame you for calling at all. So I was like thank you for letting us know, but if you definitely, yeah.
[CUSTOMER][NEUTRAL] Right, no, no, no, no, for sure, you're, you're welcome. But for sure, like it's literally been like that fast. Like it's already been, you know, that, yeah, that the next day, the next day it's there, so that's why I was like, man, it's not there. Hold on, this is weird. Let me call because I was, I was literally heading to the bank. I was gonna be heading to the bank um to go take out some cash I needed and so forth, and I'm like, hold on, my account still still show the deposit.
[AGENT][NEUTRAL] Yeah I would have called too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] That's an issue. Let me call him.
[AGENT][POSITIVE] Yeah, yeah, I'm glad, like I said, I'm glad you called. I apologize for that. I don't know why there's a delay this time, but if you don't uh within the next 24 hours, let us know, but she did, she did assure me that it's been transmitted yesterday afternoon, so it should be there any time.
[CUSTOMER][POSITIVE] OK. Awesome. Thank you.
[AGENT][POSITIVE] You have a good day, OK?
[CUSTOMER][POSITIVE] You too. We'll talk soon. Thanks.
[AGENT][POSITIVE] Thank you. Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] Bye.