AccountId: 011433970860
ContactId: f24b1905-9933-4b47-bd10-0eb23cc1837d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459750 ms
Total Talk Time (AGENT): 86166 ms
Total Talk Time (CUSTOMER): 86478 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/f24b1905-9933-4b47-bd10-0eb23cc1837d_20250127T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Reamer Insurance Group. I'm calling today about commissions.
[AGENT][NEUTRAL] OK, and I'm sorry, who am I speaking to?
[CUSTOMER][NEUTRAL] And commissions
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, hi, [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Uh, so in regards to commissions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we're not seeing that on our log in.
[CUSTOMER][NEUTRAL] Uh, for there's 2 ACH we received.
[CUSTOMER][NEUTRAL] Is that something you can assist me with?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what was the amount of the first one?
[CUSTOMER][NEUTRAL] $187.68
[AGENT][NEUTRAL] And then the other one?
[CUSTOMER][NEUTRAL] $83.30.
[AGENT][NEUTRAL] Did it say adjustment or anything on there?
[CUSTOMER][NEUTRAL] Uh, I don't have that in front of me. I only have the amount.
[AGENT][NEUTRAL] OK, let me see if I can jump out there real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] How's your day going so far?
[CUSTOMER][POSITIVE] Pretty good so far.
[CUSTOMER][POSITIVE] Thank you for asking.
[AGENT][POSITIVE] If you can, if you can figure out where these go or where they came from, right? It'll even be better.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] And what was the date that you received this, [PII]?
[CUSTOMER][NEUTRAL] The one.
[CUSTOMER][NEUTRAL] For $83.30 had to been after the.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Of this month of January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't have an exact date on either of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the [PII] also
[CUSTOMER][NEUTRAL] That would have been in the beginning of January.
[CUSTOMER][NEUTRAL] I think they're both the December commissions, but on the website, the December is not showing.
[AGENT][NEUTRAL] OK, let me see what we've got.
[CUSTOMER][NEUTRAL] Or they could be the January.
[AGENT][NEUTRAL] And you said this was for Rayer Insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is it RIE or?
[CUSTOMER][NEUTRAL] Yeah, R I M as in Mary, E R.
[CUSTOMER][NEUTRAL] Insurance group
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it's taking me a little longer than normal.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, so I was trying to back into it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And pulled up the [PII] through the [PII] and there I see 37519.
[AGENT][NEUTRAL] Let me try the second half of the month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How I see it, I think that's the.
[CUSTOMER][NEUTRAL] From on my end it says that's November's amount.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It probably is. I didn't get into the real statement piece of it.
[CUSTOMER][NEUTRAL] OK, so that 375 is 19, yeah, yeah.
[AGENT][NEUTRAL] It was just the run date.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, I think I am going to have to reach out. Is there a number I can um have our commissions department call you because I'm not seeing where these amounts are coming from either.
[CUSTOMER][NEUTRAL] OK, yeah, they can call me at this number. Are you ready?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is that a direct line, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll give the information to um our commissions department and they should be reaching out to you then OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much for calling ATL. You have a great day, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Thank you as well bye.
[AGENT][POSITIVE] Hm. Thank you. Bye bye.