AccountId: 011433970860
ContactId: e0a937c0-f035-4dff-baa3-46af506f376f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920260 ms
Total Talk Time (AGENT): 246825 ms
Total Talk Time (CUSTOMER): 272840 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/e0a937c0-f035-4dff-baa3-46af506f376f_20250131T21:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, this is [PII] from Brown and Brown Metro, and we received a check from ATL for 143 8 cents. The check doesn't have attachment and say agent commission for perio ending [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have check number if you need the check number, date of check.
[AGENT][NEUTRAL] Um, are you just needing a like a statement of where the commission goes? Yeah, if you'll just email us the information we can um just send you the statement back to your email with what it's regarding.
[CUSTOMER][NEUTRAL] Statement, yes. Mhm. Yes, yeah.
[CUSTOMER][NEUTRAL] Yeah, they know we have the month they are closing book for January. I need the statement immediately.
[AGENT][NEUTRAL] OK, what, so it was for December, is that what you're saying?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, ending [PII].
[CUSTOMER][NEUTRAL] Agent commission for period attending [PII].
[CUSTOMER][NEUTRAL] The date of check is [PII].
[AGENT][NEUTRAL] And it was for $143.88.
[CUSTOMER][NEUTRAL] 8 cents.
[AGENT][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] Not it. Mhm.
[AGENT][NEUTRAL] And where are you guys out of?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and um out of what state?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, let me think.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email?
[CUSTOMER][NEUTRAL] Uh my email address is [PII].
[AGENT][NEUTRAL] What you, what'd you say? I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][POSITIVE] Mhm. That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just wanted to make sure before.
[AGENT][NEUTRAL] OK, I just sent it to you.
[CUSTOMER][NEUTRAL] OK, let's wait a couple of minutes. I hope so. I can receive quickly.
[CUSTOMER][NEUTRAL] And where do we need to send emails to request the statement?
[AGENT][NEUTRAL] Yeah, it's just um sales, are you, oh no, you said [PII] [PII], [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I just received the statement.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] While the statement is for 10 year to month, I'm a little bit confusing about the statement.
[CUSTOMER][NEUTRAL] Statement billing period [PII], then they have total commission earned 10-13.
[CUSTOMER][NEUTRAL] There is some
[CUSTOMER][NEUTRAL] Beginning balance for 37.
[CUSTOMER][NEUTRAL] And group number 394 adjustment $95. And you send me only for $10.13 dollars.
[CUSTOMER][NEUTRAL] If you look at the statement.
[AGENT][NEUTRAL] Um, no, it's 143.8 cents is what was paid.
[CUSTOMER][NEUTRAL] Yeah, that was paid, but you can see in the statement it's beginning balance.
[CUSTOMER][NEUTRAL] 3702. Then we have
[CUSTOMER][NEUTRAL] GRP 23949 [PII] commission adjustment for $95.92.
[AGENT][POSITIVE] Yes, it's not a negative. So our negatives are positive.
[CUSTOMER][NEUTRAL] I, I know, but.
[CUSTOMER][NEUTRAL] I, I know, I, I got that one, but where is the statement for 93?
[CUSTOMER][NEUTRAL] 9592. That's from November statement.
[AGENT][NEUTRAL] Right, so like each each statement, so any time you have a number like that it's gonna be like the commission before and then the commission before.
[AGENT][NEUTRAL] So you're always gonna have a statement that roll or you're always gonna have a commission number that rolls over.
[CUSTOMER][NEUTRAL] And you're not there.
[CUSTOMER][NEUTRAL] But you, you don't have the November statement?
[AGENT][NEUTRAL] I mean I can definitely pull the November statement, but you're gonna have the same, you're gonna have the same situation though to where there's another.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Commission, do you guys have access to the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no. The first time we're receiving this check.
[CUSTOMER][NEUTRAL] That's probably.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Something new or uh something transferred from another location because never have the same statement policy.
[AGENT][NEUTRAL] Did so did you just, so this [PII], have you always had this agent?
[CUSTOMER][NEUTRAL] Yeah, [PII] is, uh, our producer in our agency, yes.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] That's for individual policy?
[AGENT][NEUTRAL] I'm not sure if it's a, is it on an individual policy?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is that what you're asking?
[CUSTOMER][NEUTRAL] Looks like [PII] looks like individual. If you send me to November, I'm gonna figure out with [PII] what's going on.
[AGENT][NEUTRAL] OK, what it was 95, what? I'm sorry, I had to close out of the other one.
[CUSTOMER][NEUTRAL] 95, yeah, 9592.
[AGENT][NEUTRAL] OK, so the 9592 is not, I don't think that that's what we need to be looking for because it is not showing up, um.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, it's not um we open open back up the
[AGENT][NEUTRAL] Oh my goodness. OK. Um, well, for some reason I can't open up my stuff, so.
[AGENT][NEUTRAL] Bear with me, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Anyway, I cannot do complete all statements everything together to match the.
[CUSTOMER][NEUTRAL] Amount with the check, can you send me with the email how we need to register? We need to be license or not?
[AGENT][NEUTRAL] OK, one more time for send you an email for what?
[CUSTOMER][NEUTRAL] Uh, uh, uh, how we need to be registered and get the statement on portal.
[AGENT][NEUTRAL] Um, yeah, it depends on if you have, let me see, you said you were with Brown.
[AGENT][NEUTRAL] Brown and Brown out of [PII].
[AGENT][NEGATIVE] I just don't understand why I cannot open this PDF. I'm sorry, it's like all of my stuff has.
[CUSTOMER][NEUTRAL] You can send uh Excel or doesn't matter.
[AGENT][NEUTRAL] Uh, I'm trying, but I'm trying to look on my side to, to figure out, yeah, like I can't open up this, um, commission statement that I just sent you, um, what is y'all's email address?
[CUSTOMER][NEUTRAL] Uh, uh-huh, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Or I'm sorry, um, address.
[CUSTOMER][NEUTRAL] Email address?
[AGENT][NEUTRAL] No, no, no, no, um, like address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, so this um.
[AGENT][NEUTRAL] So, so Brown and Brown Metro LLC, they already have an online portal, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Who cares?
[CUSTOMER][NEUTRAL] Who has the access on portal? Do you have the name?
[AGENT][NEUTRAL] Um, there's 2, but I don't, I can't really give it like it has to be from [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Whoever, I'm not sure if that, that's the person that I have as the um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I, oh, I guess [PII]. Oh yeah, that's so the that's the broker, so I would need his, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Basically he would just need to have approval for me to give you a user name um and that way I could get you set up on on the service center.
[CUSTOMER][POSITIVE] Approval.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I, I need to email to you [PII] in public to you. OK.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, you can reply yeah you can reply to that.
[CUSTOMER][NEUTRAL] OK, uh, that's mean we can leave for Monday because nobody's here except accounting people.
[AGENT][NEUTRAL] Right, since it's Friday, yes, yeah, just email me his approval um and we can get you set up OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Yeah, of course. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Uh, OK. You too. Bye-bye.
[AGENT][POSITIVE] Thanks