AccountId: 011433970860
ContactId: f4a1ef9b-d938-4631-a06f-e8929dd8966d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341500 ms
Total Talk Time (AGENT): 99466 ms
Total Talk Time (CUSTOMER): 128049 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f4a1ef9b-d938-4631-a06f-e8929dd8966d_20250314T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling regarding my name is [PII]. I'm calling from Tidewater uh GP Agency, and I'm calling regarding a commission that was deposited actually I think it was a check that we received that we need to find out what it was for and get a statement on it, and I still have not been able to get that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, absolutely, um, may I ask who you reached out to to get a statement?
[CUSTOMER][NEUTRAL] Um, I reached out to [PII].
[CUSTOMER][NEUTRAL] And um she looped in someone else so it's.
[AGENT][NEUTRAL] OK, OK, um, and what, um, let me see, let me pull that up for you real quick.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And what month are you trying to get access to?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] This past one.
[CUSTOMER][NEUTRAL] No, I think it's all the way back. OK, I just wanted to follow up. I think this is all the way back since January. It was, we received the check, yeah, I sent an email and received the check for $63.79.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And I actually
[AGENT][NEUTRAL] So when, when was the deposit made? Was it [PII], um, just so that [PII]? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no, it was a check, we received a check, so.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um, it wasn't a deposit.
[AGENT][NEUTRAL] OK, so how we have our commission statement just so I can look it up, we do it um [PII] and then [PII], um, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it would have to be the [PII] at the at the latest because we I sent the email on the [PII].
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And do you by chance have the um tax ID number?
[CUSTOMER][NEUTRAL] For [PII]. It is 56.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, hold on 184-0974.
[AGENT][NEUTRAL] OK, so it's 56184.
[AGENT][NEUTRAL] 0974.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] How much was the amount that you were looking for?
[CUSTOMER][NEUTRAL] $63.79.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This one is not it. I'm gonna look at the [PII] then, um, and see if that one will match that amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said $63.79?
[CUSTOMER][NEUTRAL] No, 6363.79, yeah.
[AGENT][NEUTRAL] Yes, 63, yeah, I'm looking at that right now and you just need a copy of that?
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, and what would be a good email to send it to?
[CUSTOMER][NEUTRAL] You can send it to [PII].
[AGENT][POSITIVE] [PII]. OK, sounds good thank you.
[CUSTOMER][NEUTRAL] Um, can you double check to make sure that um the deposit account for, um,
[CUSTOMER][NEUTRAL] GP agency is going to um what is it 180 something.
[CUSTOMER][NEUTRAL] For all commission.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] If you, if you could send that to me in an email, I am not the correct department for that I can send that to the billing department to make sure that it does so.
[CUSTOMER][POSITIVE] OK good alright so once I received your email I'll just reply with a copy of that. OK, all right, well, will do thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that works great.
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too, bye.
[AGENT][NEUTRAL] Bye-bye.