AccountId: 011433970860
ContactId: 921f9282-a92e-4abe-aadf-24813b7c3e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123080 ms
Total Talk Time (AGENT): 17392 ms
Total Talk Time (CUSTOMER): 98612 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/921f9282-a92e-4abe-aadf-24813b7c3e14_20250609T18:12_UTC.wav
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[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] APL this is Ta[PII].
[CUSTOMER][NEUTRAL] Hey Ta[PII]this is Ch[PII]ith American OneSource actually slash OS benefits, um, and I just was, um, I obviously with the new OSC account and everything like that, huh.
[AGENT][NEUTRAL] Hi.
[AGENT][NEGATIVE] Sorry, I was coughing.
[CUSTOMER][NEUTRAL] Oh, OK, no worries, um, with the new OSC account I know we can't pull commission statements, but I pulled commission statements from like.
[CUSTOMER][NEUTRAL] Um, May before this was done and everything like that, and I, my boss is just asking for it and before I send it to him I just wanted to kind of double check on the commission statement and I noticed that like when I go down to the bottom of it, um, we have a lot of different policies with y'all but it's kind of all grouped under that OS Benefits Inc um agent name and I noticed that it says like $6,321.64 for the statement grand total.
[CUSTOMER][NEUTRAL] Um, is that mean is that like referring to like we owe that much or is that the commissions are being paid to us? I just don't understand like what the negative symbol was there for.
[AGENT][NEUTRAL] be paid
[AGENT][NEUTRAL] Uh, the, the, that means it's been paid.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK cool so that so that I can still tell him that 6,321 is what APL paid us for for each month basically.
[AGENT][NEUTRAL] Um, I don't wanna confirm amounts with you, but if you have an amount on there that says total, you can say it if it has a negative in front of it.
[CUSTOMER][MIXED] OK, that is perfect thank you so much for that. Uh, I'll get this over to him real quick so I don't get in trouble, uh, but I just didn't want him to come back to me and be like, hey man, why is this saying negative on here? You know what I'm saying? It's just, yeah I guess it's a funny way to to put that, um, you know what I mean, because it's kind of misleading because like when you pull up the statement you'd be like, oh shit, do we owe that $6,321 like because like I pay the bill each month. I'm like there's no way but uh that that clarifies everything so thank you so much.
[AGENT][POSITIVE] All right, thanks a lot.
[CUSTOMER][POSITIVE] OK, take care.