AccountId: 011433970860
ContactId: ee282137-c9b6-4339-a410-0e12bc02b57f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368489 ms
Total Talk Time (AGENT): 196131 ms
Total Talk Time (CUSTOMER): 102377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ee282137-c9b6-4339-a410-0e12bc02b57f_20250129T16:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Remmer Insurance Group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm calling today about.
[CUSTOMER][NEUTRAL] Uh, commission statements.
[AGENT][NEUTRAL] OK, do you have the group, sorry, go ahead, sorry.
[CUSTOMER][NEUTRAL] Oh, do you need the group number or the?
[AGENT][NEUTRAL] Yeah, if you have it.
[CUSTOMER][NEUTRAL] Let me try to get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you have the group name I can look it up by the name too.
[CUSTOMER][NEUTRAL] Yeah, let's do the name uh it's Rimmer R I E.
[AGENT][NEUTRAL] OK, sure, what's the name?
[CUSTOMER][NEUTRAL] M as in Mary, Esurance Group.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] Is the group number, uh, just a 5 digit number?
[AGENT][NEUTRAL] Usually, yeah.
[CUSTOMER][NEUTRAL] OK, I think I found it.
[AGENT][NEUTRAL] Oh, OK. What is that?
[CUSTOMER][NEUTRAL] 00605.
[AGENT][NEUTRAL] 00605.
[AGENT][POSITIVE] Hold on a second. I'm getting the right screen. It might help. Is the right. I have the right one up.
[AGENT][NEUTRAL] 00605.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that didn't come up. That's OK. So it's Reamer Insurance. Is this the agency?
[CUSTOMER][NEUTRAL] Yeah, agents.
[AGENT][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] Oh, why is that not coming up?
[AGENT][NEUTRAL] Should be on here.
[AGENT][NEGATIVE] Hang on, hang on, come on.
[AGENT][NEUTRAL] Oh my goodness, why is that not happening? So R I E M E R, right? Insurance?
[AGENT][NEUTRAL] Do I spell that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I thought there it is.
[AGENT][NEUTRAL] Just didn't go far enough, OK, and you're calling about a commission statement?
[CUSTOMER][NEUTRAL] Yeah, uh, I have basically.
[CUSTOMER][NEUTRAL] That uh the statements on the website.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, one is for $187.68.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other is $83.30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For what what time period is that that you're looking at?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And January
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your question?
[CUSTOMER][NEUTRAL] Um, how would I get those statements?
[AGENT][NEUTRAL] Or so you can, are you on the are you out on the internet and you can see it?
[CUSTOMER][NEUTRAL] How do you mean? I'm I'm logged in.
[AGENT][NEUTRAL] OK, you're logged in, so on the commission page does it there should be a commission box is can you see it? Can you see your commission? OK, I think it's probably.
[CUSTOMER][NEUTRAL] And no, it's blank.
[CUSTOMER][NEUTRAL] It, I'm showing the whole month, or I'm showing the whole year, I see everything but then um.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] December there's nothing there.
[AGENT][NEUTRAL] OK, I think it's because your umbrella may be under um another agency and probably goes up through them and then they can send those statements to you but let me do some research on it um hold on just a second let me.
[AGENT][NEUTRAL] Look in here and see because I think you guysreer Insurance is under National Agency solutions I think hang on.
[AGENT][NEUTRAL] What it looks like so I think it goes through them so if you want, are you wanting your January commission statements?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me, um, let me request those and get those over to you so you can see the breakdown for both of those amounts, the 187. 68 and the 8330, um, and do you want me to email that to go to [PII] sorry [PII].
[CUSTOMER][NEUTRAL] Uh, if it could go to me that'd be better, but it can go to him. He's the owner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. My email is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, so it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII]. OK, yep, I will get these requested and get those over to you. Give us about 24 hours to get all that, um, requested, and we should be able to send that to you.
[AGENT][NEUTRAL] Was there anything else that you needed?
[CUSTOMER][NEUTRAL] Now, is there any
[CUSTOMER][NEUTRAL] I just call again if I don't receive anything or will I get a call back?
[AGENT][NEUTRAL] You should get an email. You should get an email with um the information if we run into an issue um with it, I can give you a call back. What's a good contact number for you?
[CUSTOMER][NEUTRAL] Sure it's this number which is [PII].
[CUSTOMER][NEUTRAL] [PII] and my name's [PII].
[AGENT][NEUTRAL] 30. OK, yeah, OK, my name is [PII], so if for some reason you don't get something, which you should, it's very rare that you don't, you can reach me at, um, let me give you a number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Um, you can dial [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm at [PII] [PII] that will come directly to me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Appreciate that.
[AGENT][POSITIVE] You're most welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'd be all, thank you very much.
[AGENT][POSITIVE] Alright well you have a great day. Thank you for calling APL and thank you bye bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye.