AccountId: 011433970860
ContactId: 85aa2c11-eebf-46c4-a197-6d6d5bc1844b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 592919 ms
Total Talk Time (AGENT): 222098 ms
Total Talk Time (CUSTOMER): 140952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/85aa2c11-eebf-46c4-a197-6d6d5bc1844b_20250130T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's I'm calling from Reamer Insurance Group.
[AGENT][NEUTRAL] What was your name I'm sorry?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], how are you?
[CUSTOMER][NEUTRAL] Doing well I believe I talked to you yesterday in reference to.
[CUSTOMER][NEUTRAL] Uh, ACH.
[CUSTOMER][NEUTRAL] Uh, and you reached out to your accounting team.
[CUSTOMER][NEUTRAL] And I was expecting an email from them today.
[AGENT][NEUTRAL] OK, so you needed an ACH from the from our accounting team?
[CUSTOMER][NEUTRAL] No, I needed a statement from the accounting team.
[AGENT][NEUTRAL] OK, like a billing invoice or?
[CUSTOMER][NEUTRAL] Uh, broker commission.
[AGENT][NEUTRAL] And the commission would be on who?
[CUSTOMER][NEUTRAL] Uh, Reamer Insurance Group for our company.
[AGENT][NEUTRAL] Oh, you want a commission for the whole Reamer group?
[CUSTOMER][NEUTRAL] Yes, statement. So what happened?
[CUSTOMER][NEUTRAL] I called in yesterday and I was looking for 2 ACHs amounts that weren't showing up on our.
[CUSTOMER][NEUTRAL] Website under our log in.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I gave the two amounts.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So I believe it was you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well we have like a broker resources team so if you called in to this number you could have gotten.
[CUSTOMER][NEGATIVE] Mm maybe I put in the wrong extension.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Do you have a name of who you spoke with yesterday?
[CUSTOMER][NEUTRAL] No, I don't. I didn't, I meant to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you, do you usually have somebody that you speak to specifically if you call in?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, this is the first time this has happened. Usually our commissions are on the website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I don't know if you wanna look into it. I can give you the ACH amounts and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is.
[AGENT][NEUTRAL] What was the two amounts for it?
[CUSTOMER][NEUTRAL] It was 187 and 68 cents.
[CUSTOMER][NEUTRAL] And the other amount is $83.30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just trying to figure out how to go about this cause this um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just wondering if there's like if you spoke to somebody yesterday if there's already an email and it's already being worked we had a.
[AGENT][NEUTRAL] Um, we were all in a meeting basically the entire day, so I wonder if it just hasn't been.
[AGENT][NEUTRAL] Worked in our commissions department yet. I guess she just hasn't seen it quite yet.
[CUSTOMER][NEUTRAL] Yeah, the person I spoke to said they just forward it to accounting and then if I didn't hear anything within 24 hours to call.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This number [PII] and then use the extension [PII].
[AGENT][NEUTRAL] OK, yeah, so the person that is um that handles broker commission, she's not online right now, so she's still in a meeting, um.
[AGENT][NEUTRAL] To be honest, the best and most responsive way is to send an email to our team.
[AGENT][NEUTRAL] And then we can forward in the email that you have sent that has all your information and what's going on to the commission team um or to that department um so if you wouldn't mind doing that um just so that we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't mind, I just
[AGENT][NEUTRAL] I just, just since it's commission, it's just a little bit.
[AGENT][NEUTRAL] We're just the middle man if you will, to to get your answer um are you guys out of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] I would send an email to.
[AGENT][NEUTRAL] It's gonna be so [PII] just the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And of course put your two like your two the 187 and the 83 put that on there and just saying that whenever because you're logging into the OSC I'm assuming to the online service center and you're not seeing it there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, we're, I go to [PII]. I hit sign in.
[AGENT][NEUTRAL] And then I log in.
[CUSTOMER][NEUTRAL] And then uh yeah log in and my commission.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And everything up to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we have commission from November and then it's blank for December and January.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me look out, give me just a second, let me look at one thing, where am I going? So you said you only have November.
[CUSTOMER][NEUTRAL] Mhm. November was 375-19 and 3626.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, which amount should have been in December? Do you know?
[AGENT][NEUTRAL] The 197 or the 83?
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I honestly think they both should have been in January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Possibly we didn't receive commission in December, but.
[CUSTOMER][NEUTRAL] These two amounts were in January.
[AGENT][NEUTRAL] And are they on to specific like are they on a specific group by chance?
[CUSTOMER][NEUTRAL] Um, how do you mean, like,
[AGENT][NEUTRAL] Like is it um like groups that you guys take care of?
[AGENT][NEUTRAL] Like that you would be receiving commission from?
[AGENT][NEUTRAL] Like a specific group?
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you OK, is it a specific broker then?
[AGENT][POSITIVE] Let's go that way.
[CUSTOMER][NEUTRAL] Well, I can look up what we received [PII].
[AGENT][NEUTRAL] Cause I couldn't, I mean, I obviously can pull up like Reamer Insurance agency.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] So you guys don't have, you, you don't know if you have like a specific broker who's active with us that sells.
[CUSTOMER][NEUTRAL] Well, like I have an agent name, maybe.
[AGENT][NEUTRAL] OK, who's who would.
[CUSTOMER][NEUTRAL] Yeah, OK, uh uh [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, yeah, I see [PII]. I think the best thing to do is just send us an email of what you're looking for and then we'll get it sent over to our commissions department that handles um broker commission, and we'll see if we can't get an answer that way. I still feel like that's the best thing to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I appreciate the assistance.
[AGENT][POSITIVE] Yeah, of course. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thanks