AccountId: 011433970860
ContactId: bc8dccac-2342-4da9-ad75-7cebce9fd0df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421480 ms
Total Talk Time (AGENT): 180782 ms
Total Talk Time (CUSTOMER): 205199 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/bc8dccac-2342-4da9-ad75-7cebce9fd0df_20250130T14:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. Good morning. Um, my name is [PII]. I'm an agent, um, with you guys.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Excuse me, I'm so I'm so sorry. Um, I called a couple of weeks ago and I spoke with the lady.
[CUSTOMER][NEGATIVE] Her name was either [PII] or [PII]. I had some questions about my commission, um, and she was supposed to call me back and I never received a phone call back from her, um, and I'm just finally getting around to calling again. Um, so I don't know exactly who I need to speak with. I was terminated from my employer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, however, so, in reference to my commission, I received my commission, my commission directly from APL. It didn't go actually to the agency and then he paid me. So, upon me being terminated, I have not received any commission as of today, and it's been, it's been about a month, a little over a month. So my question is, did he have control to stop my
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Um, commission the day that I was terminated or what exactly is going on. Um, and like I said, I did speak to someone else, never got a call back.
[AGENT][NEUTRAL] Yeah, I don't.
[AGENT][NEUTRAL] Yeah, OK, so I what I would do if I were you is we have somebody who handles our agent commission.
[AGENT][NEUTRAL] Um, uh, she's not in right now. I would email, um, I would email [PII] and I would just let, like I would just lay it all out there in an email and then we can forward it to [PII] and then she can answer you back. She would know more about the commission than we would and that's probably why [PII] I think it was [PII] who you were speaking with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She, that's probably why she had to.
[CUSTOMER][NEUTRAL] Yeah, it was something of the sort.
[AGENT][NEUTRAL] Yeah she probably had to get some answers and call you back because we don't necessarily deal with the agent commission side of things we know what it is and we can look it up and we can like see that you're paying commission we just don't know all the rules and.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All the stuff for it when it comes to that.
[CUSTOMER][NEUTRAL] So, OK, so, so with
[CUSTOMER][NEUTRAL] With that being said, can you pull it up just to see if, uh, if anything was shown sent to me since, um, like [PII]?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I don't know how I would do that. Um.
[CUSTOMER][NEUTRAL] Oh, OK. I thought you said you could see it. I'm sorry, I thought you said that you could see it. I'm sorry.
[AGENT][NEUTRAL] Well, like we can see, yeah, like, hm.
[AGENT][NEUTRAL] I don't know how I would see if something was sent to you because again.
[CUSTOMER][NEUTRAL] And my person, OK, so here's another thing. My personal portal to be able to see my own commission um was tied to a cell phone number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and an email address that I no longer have access to. So is there a way for me to update that and then I can log in and see it for myself?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] See those would be all questions that I would also have to ask because since you're yeah since you're uh since you're not active with us I don't know the answer to that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm active. I'm active with you guys. My license is active. I'm completely active with you guys. I'm just not active. I'm just not active with my previous employer. Correct. Yes, ma'am. I'm still an active agent, yeah.
[AGENT][NEGATIVE] Oh understood just not with who you were working with.
[AGENT][NEUTRAL] Understood, OK.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] I'm just not on the, you know, the brokerage that I was under before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we're gonna still have to, we're still gonna have to get with [PII] on a little bit of this.
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] Um, because she's gonna know more than.
[CUSTOMER][NEUTRAL] OK. What was her last name? I think I may have sent her. I'm, I'm sorry to cut you off. I think I know that I sent someone.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] Like when I was months ago, I sent someone an email in commission. I don't, I didn't think her name was [PII], [PII]. OK, I'm gonna go on my email and see if I can find it cause I think I did email her at some point about something else. Um, I may have her info, uh, to contact her, but if not, it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Actually,
[AGENT][NEUTRAL] Let me see if I can hold on let me see if I can pull you up in something different and then maybe leave a note for [PII]. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Contact.
[AGENT][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me your um new uh cell phone number that we can reach you at.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]. OK, I'm going to leave [PII] a note, uh, just kind of saying that you've called and like what we've talked about an[PII] then um I'll get with her I'll be in a meeting with her in just a little bit so I will see if she has any um insight for me and then I can give you a call later or [PII] can reach out to you one of us will.
[CUSTOMER][NEUTRAL] Yes, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. That would be awesome. I appreciate it so much.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] Yeah, no worries, um, but yeah, I'm gonna.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I'm gonna give her a brief explanation of what we talked about and then we'll go from there OK?
[CUSTOMER][NEUTRAL] OK. OK, ma'am. And what was your name again?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], oh [PII]. OK. I've spoken with, yeah, you didn't sound like yourself, but yeah, I know we've emailed multiple, multiple times.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes we have, yes, yep, but I will um I will give you a call back later today, OK?
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye.