AccountId: 011433970860
ContactId: 82e3f0d1-783c-4070-8883-a726f1296dc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581429 ms
Total Talk Time (AGENT): 96844 ms
Total Talk Time (CUSTOMER): 108748 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/82e3f0d1-783c-4070-8883-a726f1296dc4_20250430T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], broker in [PII]. I need to check on, um, some commission details if I could please.
[AGENT][NEUTRAL] OK, and what um is your, I guess agency or or um
[CUSTOMER][NEUTRAL] What do you look for my number?
[AGENT][NEUTRAL] No, not your number, um, just like what agency do you work with? Or are you?
[CUSTOMER][NEUTRAL] Uh, the Vornado group.
[AGENT][NEUTRAL] The bar. How do you spell that?
[CUSTOMER][NEUTRAL] Bordo group or or John [PII] I don't know if I'm individual or if I'm, I'm a broker, but I own my own company, so I'm not sure how.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, how do you spell Barnado?
[CUSTOMER][NEUTRAL] [PII] victory, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so V as in Victor, A as in apple, R as in Roger, N as in Nancy, A E O?
[CUSTOMER][NEUTRAL] A D O D as in dog.
[AGENT][POSITIVE] ADL OK perfect.
[CUSTOMER][NEUTRAL] Idea.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Let me pull you up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what did you have questions in regards to?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I know I am one of the few.
[CUSTOMER][NEUTRAL] Brokers that get uh upfront commissions so when I submit a group they give me half of the half of the uh commissions up front.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] I'm waiting on I submitted two groups earlier uh for a 41 effective date, so I submitted them about 5 weeks or so ago and what they do is they send me, they, they mailed me paper checks, but they can only mail me $5000 a week, and I should have gotten a check at least I think I should have about $8500 of your commissions or 85, or $9000 and so I was expecting to get a $5000 check hopefully last week or maybe this week and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The lady that I emailed the commissions, uh, she usually figures it up for me, but I emailed her yesterday morning haven't heard back, so kind of needing to see if they're check out there because one of them got lost one time a couple weeks ago. So just hoping you can be on your mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, yeah.
[AGENT][NEUTRAL] Absolutely don't blame you. Let me put you on a brief hold and let me see if I can get in touch with her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[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] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am, I am.
[AGENT][NEUTRAL] OK, unfortunately I wasn't able um to get in touch with her, but I was curious what do you know what the group names are?
[CUSTOMER][NEUTRAL] Excuse me, kind of going out there. What did you say?
[AGENT][NEUTRAL] Do you know, um, do you know the group names?
[CUSTOMER][NEUTRAL] Um, ESP valve and Laplace equipment were the two that I sent in for uh [PII].
[AGENT][NEUTRAL] You said ESP valve?
[CUSTOMER][NEUTRAL] Uh-huh. ESP Valve and Laplace Equipment Company. That was the two I sent in [PII].
[AGENT][NEUTRAL] OK. OK, let me.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me put you on another brief hold, OK?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK [PII] thank you so much for holding I really appreciate that um so it looks like I need to reach out to another department and see um just maybe investigate some some things on that do you mind if I take down your phone number and give you a call back?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That's perfect. It's area code [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, I will give you a call um sometime today, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Of course, you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.