AccountId: 011433970860
ContactId: dc24f5dc-0b3f-49d5-955f-330b28c38720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1334199 ms
Total Talk Time (AGENT): 344770 ms
Total Talk Time (CUSTOMER): 536854 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/dc24f5dc-0b3f-49d5-955f-330b28c38720_20250313T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII]. Uh, my name is [PII] and I am calling because I need someone to help me clarify some questions I have about the um
[CUSTOMER][NEUTRAL] mission statements.
[AGENT][NEUTRAL] OK, um, what, uh, broker are you with or, or are you the broker?
[CUSTOMER][NEUTRAL] Uh, no, I'm with um Carvill Financial.
[AGENT][NEUTRAL] Financial, OK, um, and then what broker are you, um, wanting the commission for or what group?
[CUSTOMER][NEUTRAL] So it's, it's just one broker so it's the commission. I have uh specific questions for specific commission statements. So are you the person that uh is gonna be able to help me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so we, um, I'm the broker resources department so I can like look up your commission statement but if it's um just like besides that I can transfer you over to our um commission department.
[CUSTOMER][NEUTRAL] Got it. OK, so let's see if you can help me out. So.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] If you go back to the report period [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] So you let me know when you're there.
[AGENT][NEUTRAL] OK, and just um to clarify, it was the [PII] through [PII] um commission statement that you're looking for, not the [PII] through the [PII] or [PII].
[CUSTOMER][NEUTRAL] Correct. Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect and what's the tax ID number?
[CUSTOMER][POSITIVE] Oh, that's a great question. What's the tax ID number?
[CUSTOMER][NEUTRAL] 2722.
[CUSTOMER][NEUTRAL] 77617
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that didn't pull anything up. Um, what was the commission amount?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The commission amount is
[CUSTOMER][NEUTRAL] So what is it, the grand total or the OK, minus 50.02.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 50.02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you said you're with Carvo Financial, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm able to pull up that commission statement.
[CUSTOMER][NEUTRAL] Awesome. OK, so I um, I sent, I called, I spoke to someone, uh, yesterday maybe because all the commission statements show minus minus if you see -4455-2167, so what they explained to me is that the minus is basically, basically a minus to you guys, meaning of course for us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Then I sent back a question saying, OK, what about the opposite case? if it's a, if it doesn't show minus, does it mean that it's a minus to us? And I guess they didn't understand my question because their answer was um something regarding the uh the totals at the bottom, and that's not what I was asking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the reason I asked you to pull up this statement is because if you can go down to line 17 through 20th.
[CUSTOMER][NEUTRAL] You will see that instead of a minus is uh like a positive amount 17621762 1361 1361. So I'm trying to clarify if that is uh a charge back if it's like what is it? So because we're trying to reconcile the commission and this is not making sense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put you on a brief hold um and see what I can find out for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. Correct thank you that's what it was. It looks good. You are on hold.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hey [PII], do you get commission statements? Do you understand commission statements?
[AGENT][NEUTRAL] Do you understand commission statements?
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] I guess I have this lady on the phone she's, I think, kind of confused as to why these are not negatives. These are positives.
[AGENT][NEUTRAL] So she's like, why are we getting charged?
[AGENT][NEUTRAL] Scroll up a stage.
[AGENT][NEUTRAL] Different
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] She's offline today. Her son had an appendix something, yeah, so he's not OK.
[AGENT][NEUTRAL] Oh, maybe she's online. Let me give her a call.
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] OK, perfect. How are you doing?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, can you hear me?
[AGENT][NEUTRAL] Yeah, with [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, can you hear me now?
[AGENT][NEUTRAL] OK perfect so I'm on the phone with someone and they have a question about a commission statement and I am confused myself and so I was curious if I could screen share the commission statement with you and you can show me or tell me what's going on with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she's calling from Carvo Financial Group.
[AGENT][NEUTRAL] And so she's asking as to why these have positives instead of the rest of them having negatives.
[AGENT][NEUTRAL] Do you, do you know what was charged back to them?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or like a credit or something happens.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It does like it's for [PII] by the name on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you I appreciate your help.
[AGENT][POSITIVE] You're good. I appreciate it.
[AGENT][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I am here.
[AGENT][POSITIVE] OK perfect um I just got off with our commissions department and the reason those are positive is because um there was a person on the policy named [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, follows follows, um, and she had, she overpaid on her policy, um, and so you guys received commission on that policy and so when it was actually terminated, um, we had to refund her the money and so then, um, the commission was also taken back from you guys as well.
[CUSTOMER][NEUTRAL] Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] OK, so when it shows a positive on the commission statement is because it was a charge back for us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][POSITIVE] OK, perfect. So that's clear. Thank you for that now.
[AGENT][POSITIVE] Yeah, yeah, absolutely.
[CUSTOMER][NEUTRAL] The, um, the commissions are very confusing as far as the dates, the, the, the report period, the uh direct deposit date, like it's so difficult to make sense of all of these. So we have the premium, it says first year renewal.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Which one is the one that we're accounting for?
[AGENT][NEUTRAL] Um, so where are you looking at on the um?
[CUSTOMER][NEUTRAL] The same, the same commission statement just to make it easier. but um mhm.
[AGENT][NEUTRAL] And it's, and it says.
[AGENT][NEUTRAL] I'm so sorry, could, could you repeat that? What, what section are you looking at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so the last three columns, premium, 1 year, and renewal, which one is the one that we're accounting for?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I mean right now.
[AGENT][NEUTRAL] First year, so, um, on some of the commission state or on the commission distributions, um, on the first year they sometimes the broker gets like a.
[AGENT][NEUTRAL] Um, like a kickback kind of thing, um, for the first year and then, um, the renewal is like if the, the employee renews so if it's like a new hire they get a certain commission and then if it's a renewal they get a different commission but on this one it looks like it's the same.
[CUSTOMER][NEUTRAL] OK, so for example, let's go to um line 12.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], right? So this person has a premium of $29.67. So it says the first year, it's $2.37 right? So now, on the renewal, it doesn't have anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Right, so that person is a new hire, um, so the renewal is someone who's been with the, um, with the policy for more than one year.
[CUSTOMER][NEUTRAL] So does this mean that this person is no longer
[CUSTOMER][NEUTRAL] With the American public.
[AGENT][NEUTRAL] No, so it that's, that's um with the group, so [PII] is um in the group.
[CUSTOMER][NEGATIVE] Or no, no.
[AGENT][NEUTRAL] So, um, he is with Austin Enterprise Inc so he is a new employee, he's only been there for one year.
[CUSTOMER][NEUTRAL] He's only been there for, so is that the same case for everybody who shows on the one year and not on the renewal?
[AGENT][NEUTRAL] Yes, so like if they've been there for 2 years they'll be on the renewal if they're there for the first, yes.
[CUSTOMER][NEUTRAL] It will be on the renewable.
[CUSTOMER][NEUTRAL] OK, so the amount that we should be accounting for or that should be the income for that month would be the one on I guess both the year and the renewal, no?
[AGENT][NEUTRAL] Yes, is it not calculating that?
[CUSTOMER][NEUTRAL] I would have to go one by one and and add it up, yeah, um, because let me see if I can do this from here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So this number here is.
[CUSTOMER][NEUTRAL] 5:38.
[CUSTOMER][NEUTRAL] And let's see here at 5:30.
[CUSTOMER][NEUTRAL] And this one is 4464. So where's my calculator over here.
[CUSTOMER][NEUTRAL] 2 538. So that is $50.02. OK. So this makes sense right here. So the $50.02.
[CUSTOMER][NEGATIVE] But you see, no, it doesn't make sense.
[CUSTOMER][NEUTRAL] Because then you're saying that the 264, 264, 204, and 204 are chargebacks, so it shouldn't be adding up.
[AGENT][NEUTRAL] OK, let me see if I can get you in touch with the commissions department, OK?
[CUSTOMER][NEUTRAL] Just bear with me one second, hold on. So this is 5, this is 10, this is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1012, 14 and change.
[CUSTOMER][POSITIVE] Interesting. OK, hold on, just give me one second. I wanna add this up manually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To see if it's calculating correctly. That's 237 plus 237, so that's 1474, and then we're gonna take the 264.
[CUSTOMER][NEUTRAL] -264-204-204530. OK, no, so Excel is doing the correct math, so that's it's 5002. OK, so that's that. So the 5002 and it says your deposit January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What? [PII].
[CUSTOMER][NEUTRAL] Which is so complicated and now there is a different date there. It says [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, alright. Now, just give me one second. Don't transfer me please. I, uh, I know I had another question. I just can't afford to lose you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you're good
[CUSTOMER][NEGATIVE] I was on the phone on hold for 3 hours somewhere else and my brain is just completely crushed. Yeah.
[AGENT][NEGATIVE] Oh no. You were on hold for 3 hours. I hope not here.
[CUSTOMER][POSITIVE] No, no, no, no, with you guys it was great. It was just a phone call or hold of like a minute or two and that was like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah. OK. So let's see here. So I got these and then
[CUSTOMER][NEUTRAL] Where is that commission statements over here.
[CUSTOMER][NEUTRAL] OK, that's in.
[CUSTOMER][NEUTRAL] And this.
[CUSTOMER][NEUTRAL] OK. I see OK.
[CUSTOMER][NEUTRAL] Alright, just let me put you on a brief hold, OK, please.
[AGENT][POSITIVE] OK, yeah, absolutely.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hi. Thank you so much for your patience. So, my, um, I guess it's a question.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it'll be safe because in our system once we upload the, uh, commissions, you know, this our system does it by the columns, so it'll be safe to basically move the first year commission that you explained to me because they've just been with the company for a year, just move it all together to the renewal column so it just it's just one column so our system understands it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, that should be fine. And then the other one is, it doesn't it wouldn't matter if it's a charge back just because our system doesn't understand it that way. We just put everything under the renewal and it shouldn't it shouldn't be a problem.
[AGENT][NEUTRAL] Yeah, in your system if I were you I would just make all of the ones that are like that you guys are getting. I would make those positives and then all the ones that are charged back I would do those as a negative in your Excel and then that way you get the correct amount.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right, right. That's what I think we're gonna have to do. OK, perfect. All right. Um, do you have any other questions before I hang up with her? OK, perfect. I'm sorry, and what's your name again?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much. I really appreciate your time and your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. You have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.