AccountId: 011433970860
ContactId: c750a153-51da-4c7a-8e13-3ed6810ce748
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217529 ms
Total Talk Time (AGENT): 64816 ms
Total Talk Time (CUSTOMER): 144807 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c750a153-51da-4c7a-8e13-3ed6810ce748_20250416T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on Berker Resources. Can you look at a policy number with me? Um, I have a question about this lady's account.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, policy number is 2531301.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know if you can help me, but maybe you can point me in the right direction if you can't. So [PII], if you can under her policy, she used to be under the GC-14 policy, so she had a different policy number 239-9874 initially and then in [PII] she went to this policy. Well, the the um the broker's office is calling and for whatever reason she's not showing up on his commission statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her husband is showing up because he's got his own policy that started in October under the new GC 7002 but she's not showing up on the commission statement at all.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Since she moved to the new policy, do you know who can help me fix that? Does that has to do with how the premiums are posted? I didn't know.
[AGENT][NEUTRAL] No, it probably has to do with
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] The group that she is listed under, she's listed under Will's Point ISD is that the correct group?
[CUSTOMER][NEUTRAL] Yeah, OK, so she had she was under group 20031 and now she's under group 12582.
[AGENT][NEUTRAL] Which was [PII].
[CUSTOMER][NEUTRAL] OK, so she, so you do show her premiums as of September being reported under 12582?
[AGENT][NEUTRAL] Uh, yeah, yeah.
[CUSTOMER][NEGATIVE] Well, that's weird. I don't understand why it's not showing up in this commission statement.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I pulled the commission statement and her husband's on there. His name is uh [PII], and he's showing up on the commission statement, but she's not showing up on it at all.
[AGENT][NEUTRAL] What what group number is [PII] listed under?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Uh, let me pull up his policy real quick. I think it's the same one. Let me double check.
[CUSTOMER][NEUTRAL] Get him. Let me get a number. Give me a second. And his policy number is 255-7172.
[CUSTOMER][NEUTRAL] Wait on the account 12582.
[AGENT][NEUTRAL] Yeah, I don't, I have no clue.
[CUSTOMER][NEUTRAL] And he didn't and he didn't have a prior policy. OK, so do you know who can help me troubleshoot that because wouldn't that be how we reported on that.
[AGENT][NEUTRAL] As far as commissions, I have no clue. I, well, the person that was doing commissions before was [PII]. I don't know who does commissions for agents now.
[CUSTOMER][NEUTRAL] Well, I know [PII] does it. Yeah, I know [PII] does it, but do you wanna tell me I need to get with billing because it has to do when the premiums are posted, but you're showing it's posted in the correct group. OK, I will send an email, OK.
[AGENT][NEUTRAL] Yeah, it's been, it got changed in October of last year from 20031 to 12582. So it, it doesn't have anything to do with us.
[CUSTOMER][NEUTRAL] 2518. OK.
[CUSTOMER][NEUTRAL] OK, well, I will go to [PII] and [PII] and see what I need to do.
[AGENT][NEUTRAL] So it got changed over to 12582. It got changed over to 12582.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Before we even started receiving premium from the group on, on that particular policy.
[CUSTOMER][NEUTRAL] Really? OK, OK, well I will figure out who I need to get a hold of and.
[AGENT][NEUTRAL] So yeah, it's, it's not billing.
[CUSTOMER][POSITIVE] OK, well I appreciate your help. I'll see what I need to do to what I need to do to get it fixed. Thank you so much. You have a great day.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][POSITIVE] Thank you bye bye.