AccountId: 011433970860
ContactId: a56e6c56-84f7-4397-a0bc-72b7915bfdd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274459 ms
Total Talk Time (AGENT): 76587 ms
Total Talk Time (CUSTOMER): 100657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a56e6c56-84f7-4397-a0bc-72b7915bfdd0_20250603T13:29_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] Hey this is [PII] over in customer care. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] I am good thanks um I have an agent on the line. His name is Mac and he says he's with the capital group UTBA and he was talking about on the new OSC I guess he's having some issues with he said where his checks.
[CUSTOMER][POSITIVE] We're going to and I think this is something you guys help with and broker resources.
[AGENT][NEUTRAL] Do you have his last name?
[CUSTOMER][NEUTRAL] I didn't get his last name. I can go get it for you if you'd like me to.
[AGENT][NEUTRAL] No, that's fine. That's fine. Go ahead and just put him through, and you said it's Mac?
[CUSTOMER][NEUTRAL] Uh-huh, said his name is Mac, correct.
[AGENT][NEUTRAL] OK, go ahead and put him on through.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is, uh, [PII]. I'm trying to get set up in the, uh, broker resources, um, I have my checks paid out to MFG Inc, um, even the production goes in my name. I'm set up in the OSC under my name, and I assume that's why I see zeros for commissions, so I need to know how to properly fix it.
[AGENT][NEUTRAL] OK, let's see if I can get you pulled up.
[CUSTOMER][NEUTRAL] Yeah, I should be able to see it pretty easily I would think.
[AGENT][NEUTRAL] Um, is it really [PII]?
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um,
[AGENT][NEUTRAL] Let me actually, so you're looking at the commission statement and you got nothing?
[CUSTOMER][POSITIVE] Mhm, that's correct.
[AGENT][NEUTRAL] [PII], is a good email for you the [PII]?
[CUSTOMER][POSITIVE] It is that's the best email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I'm gonna do is I'm gonna pull manual.
[AGENT][NEUTRAL] Uh, statement for you and take a look at it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It could just be the timing of the payments for the group if the group hasn't paid from the last commission statement to this one.
[CUSTOMER][NEGATIVE] Well, well, the thing is my whole, my whole commissions are 0.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm assuming that because uh like even um when I look at product let's see where is it under production it just says zero commissions for everything even when I look at past months.
[CUSTOMER][NEGATIVE] And one of my other guys came and looked and said it should have like even April and May are 0 for commissions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me go ahead and pull a manual one. what's a good number for you, ma'am?
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] OK, let me pull that manual in first. I'm gonna pull a couple of months to see what we have going on.
[AGENT][NEUTRAL] And then go from and I'll give you a call back or shoot you an email OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, is there anything else I can do for you while I have you on the phone?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] Uh, no, just wanna make sure that, make sure I get it all set.
[AGENT][POSITIVE] All right, sounds good. I'll talk to you soon.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Bye.