AccountId: 011433970860
ContactId: 93106e73-093d-48ed-af85-f4cd4e52c8ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114190 ms
Total Talk Time (AGENT): 31420 ms
Total Talk Time (CUSTOMER): 49662 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/93106e73-093d-48ed-af85-f4cd4e52c8ed_20250102T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the broker's office. I am updating one of my client's information, um, and I need to get, uh, the percentage of the commissions that were being paid.
[AGENT][NEUTRAL] OK, and what group is this for, sir?
[CUSTOMER][NEUTRAL] This is for CarMax Inc. and the group number is 25,240.
[AGENT][NEUTRAL] OK, so you're just needing to know the commission rate?
[CUSTOMER][NEUTRAL] The percentage, that's it.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you said this is for CareMax?
[CUSTOMER][NEUTRAL] Yes, CarMax Inc.
[AGENT][NEUTRAL] OK, and who's the writing agent?
[CUSTOMER][NEUTRAL] Uh, [PII] or it's under CIC Hotaling Insurance Services?
[AGENT][NEUTRAL] OK, and you're with his office?
[CUSTOMER][NEUTRAL] Yes, I'm [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm an administrator on the account.
[AGENT][NEUTRAL] Are you needing the 5500? Is that what you're needing?
[CUSTOMER][NEUTRAL] No, I just need to know what what what commission percentage like we're getting paid. Is it 8%? Has it changed?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We were at 8% last year. I just wanted to be sure if it's the same or if it changed.
[AGENT][NEUTRAL] Yeah, it's not gonna change, but let me double check here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it.
[AGENT][NEUTRAL] Yep, it's still at 8%.
[CUSTOMER][POSITIVE] Wonderful, thank you. That's all I needed. You have a good day and happy New Year. All righty bye bye. Thanks.
[AGENT][POSITIVE] All right, fair, right, same to you bye bye.