AccountId: 011433970860
ContactId: 871b92e0-6c18-4c58-88cf-39ddbd4d1b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 838979 ms
Total Talk Time (AGENT): 168234 ms
Total Talk Time (CUSTOMER): 181878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/871b92e0-6c18-4c58-88cf-39ddbd4d1b63_20250624T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Patriot Gross Insurance Services. I was trying to access, um, a commission statement, and when I clicked on the link that I usually go to, it was giving me an error, so I reached out to someone, I guess that, um.
[CUSTOMER][NEUTRAL] I guess sales and they told me that you recently launched a new OSC account uh and I had to well I had to create an account so I tried to go through the process and it was giving me an error so I'm not sure if it's because we're associated with an agency so I saw the message saying to call this number if we're an agency.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Sure. So what we did notice was um there was some codeine that we needed to fix, so we've actually taken it down. Um.
[AGENT][NEUTRAL] Just temporarily until we can get the fix pushed out.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So if you're needing a commission statement, I can actually pull that for you and send it to you. What um you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just one moment, let me get out there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is it Patriot [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just trying to see if I can access a previous statement to get you a.
[CUSTOMER][NEUTRAL] Um, a number here if it helps. I have a contract number.
[CUSTOMER][NEUTRAL] For the agent?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because I see it's listed under agent name [PII] um [PII].
[AGENT][NEUTRAL] [PII], OK, let me see what.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And then uh yeah.
[CUSTOMER][NEUTRAL] And then the agent name it says PGIS Holdings.
[CUSTOMER][NEUTRAL] So Patriot Growth Insurance Services I guess they have it abbreviated.
[AGENT][NEUTRAL] OK, let me see something. Let me go over to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you know the last 4 of your tax ID?
[CUSTOMER][NEUTRAL] Mm, hold on a moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And do you have your last commission statement?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you tell me what that
[AGENT][NEUTRAL] Amount was of that last commission.
[CUSTOMER][POSITIVE] Amount was sure.
[AGENT][NEUTRAL] Was that in the first part of May possibly?
[CUSTOMER][NEUTRAL] Actually America let me.
[CUSTOMER][NEUTRAL] I don't see that we received one in May. I have April statement.
[AGENT][NEUTRAL] OK, let me go to April then.
[AGENT][NEUTRAL] Do you know the date of that statement? Was it the [PII]?
[AGENT][NEUTRAL] Or was it the first?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]. OK, let me pull that. Let's see if our numbers match up.
[CUSTOMER][NEUTRAL] So that we're we receive payments after that?
[AGENT][NEUTRAL] Well, that's what I'm gonna see if you have.
[AGENT][NEUTRAL] OK, so what was the amount of your commission on that April statement?
[CUSTOMER][NEUTRAL] That commission.
[CUSTOMER][NEUTRAL] Was $927.05.
[AGENT][NEUTRAL] OK, that is
[CUSTOMER][NEUTRAL] Well, they have two numbers here. It says a statement um beginning balance of $89.70 and then it says total commission earned during this period is $1,016.75 but then it says statement grand total is $927.05 and this would be just for [PII] that we may have other um agents with um.
[CUSTOMER][NEUTRAL] Under Patriot, but our agency only receives commissions for [PII].
[AGENT][NEUTRAL] OK, on there there should be a group number.
[AGENT][NEUTRAL] That this is paying commissions for?
[CUSTOMER][NEUTRAL] Alright, well, next, OK, yes it is 25033.
[AGENT][NEUTRAL] OK, it was 92705.
[CUSTOMER][NEUTRAL] Hold on a moment let me scroll back down.
[CUSTOMER][NEUTRAL] 92705.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and that was [PII] and you just need to know if there were any others then?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] You were just needing to know if there was another commission statement after [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Let me check and see what the group is paid to.
[CUSTOMER][NEUTRAL] Because when I look at my May statements unless I misplaced it, I don't see.
[CUSTOMER][NEUTRAL] A statement in May.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they didn't pay until the end of May, which would have been the [PII].
[AGENT][NEUTRAL] Of June, so let me.
[CUSTOMER][NEUTRAL] So this is a statement I'm looking for probably the one for $986.50.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me pull up June and see what we've got.
[AGENT][NEUTRAL] Well, I'm not finding anything, so.
[CUSTOMER][NEUTRAL] OK, well, the only thing I see um the reason why I'm calling is for.
[CUSTOMER][NEUTRAL] The payment we receive.
[AGENT][NEUTRAL] For the detail on it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, let me see um.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] Gonna keep plugging away here cause I was able to get the April.
[AGENT][NEUTRAL] Let me see if I can't find.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah it's not pulling up anything for [PII] on the.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Try
[AGENT][NEUTRAL] I'm not pulling anything for.
[AGENT][NEUTRAL] End of May either.
[AGENT][NEUTRAL] That really should have been on the end of May.
[AGENT][NEUTRAL] Trying one more thing to see if we can put it this way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's not saying finding nothing for me.
[AGENT][NEUTRAL] Is there a number I can call you back, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the amount of that commission check that you received?
[AGENT][NEUTRAL] That you're looking for the backup?
[CUSTOMER][NEUTRAL] Hold on a moment.
[CUSTOMER][NEUTRAL] That is um $986.50.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what's a good email address for you?
[AGENT][NEUTRAL] The the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] Alright, cool.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let me, let me do a little digging and see why it's not pulling up, OK?
[CUSTOMER][POSITIVE] OK great thank you very much.
[AGENT][POSITIVE] Alright thank you so much for calling.
[CUSTOMER][POSITIVE] Alrighty bye.
[AGENT][NEUTRAL] Bye bye.