AccountId: 011433970860
ContactId: 7c3b265d-1a8d-4c22-a516-87b1b1bd9886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253380 ms
Total Talk Time (AGENT): 96022 ms
Total Talk Time (CUSTOMER): 125499 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7c3b265d-1a8d-4c22-a516-87b1b1bd9886_20250527T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is uh [PII], uh, calling on behalf of OS Benefits Inc. um, I just was kind of looking over our commission statements and everything like that, and I just wanted to, I guess, get some clarification on what our monthly totals are from January to May, and I'm looking at them and everything like that and it seems like, um, I actually do you need any information from me, uh, to kind of be on the same page actually?
[AGENT][NEUTRAL] Um, I just
[AGENT][NEUTRAL] I guess just go ahead with your question. I'll see what I can do um I might have to reach out to our commissions department let me see if I can help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, so I just noticed that like March I guess had no commissions earnings and I just didn't understand that per se because I mean obviously we were having commissions from January February then there's a blank for March and then April and May and I just didn't I didn't understand that per se.
[AGENT][NEUTRAL] So April and May are blank or you did receive commissions?
[CUSTOMER][NEUTRAL] No, no, no, no April and May have commissions. January February have commissions, but March doesn't have any.
[AGENT][NEUTRAL] Is anything doubled in March or in February or April?
[CUSTOMER][NEUTRAL] It doesn't look like doubled um because like we consistently been getting around like 3900 and it it does go to 4,943 but that wouldn't have been like double per se because I just didn't understand why it was blank um but if but if you need to reach out to the commissions department to connect with somebody who can like I guess be looking at the same stuff as me then by all means you can go ahead and do that [PII].
[AGENT][NEUTRAL] Are you looking at it in the OSC or do you have commission statements that you're looking at it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm looking at it on the OSC and then I, I also have the PDF commission statements.
[AGENT][NEUTRAL] OK, do you have like um a specific group number that you guys work or do you have like multiple group number?
[CUSTOMER][POSITIVE] We have a ton, yeah, we have like 10.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Actually I'd say like around 6.
[CUSTOMER][NEUTRAL] Looking at it right now, yes, 123456788.
[AGENT][NEUTRAL] OK, so give me
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, what's like one group number that you
[AGENT][NEUTRAL] Could give me just so I can look.
[CUSTOMER][NEUTRAL] Yes ma'am, 25054.
[AGENT][NEUTRAL] OK, if you wouldn't mind, OK, so our commissions department isn't necessarily customer facing, so I'm gonna have to send an email um is there a way that you can provide an email to us explaining and then we can have it forwarded to our commissions department for them to look at? OK, that might, that might help, of course, yeah, that might help just a little bit more so that they can have an understanding of what you're looking at it's um sales.
[CUSTOMER][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] Yeah, no, no, no, absolutely just let me know what that email is.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. I actually, I actually do use this uh email I guess for like all uh all the other requests too like when I needed to like update somebody's policy and stuff like that so I guess I'll just make note that I can use this email for pretty much any type of inquiry.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, you can use it for anything, exactly, yep, that's our email.
[CUSTOMER][POSITIVE] Oh awesome well thank thank you [PII] I appreciate you and your time, OK?
[AGENT][POSITIVE] Of course, I hope you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am you too bye.