AccountId: 011433970860
ContactId: 00e193e5-c5f0-44b7-8b66-18a7f8a2953f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715820 ms
Total Talk Time (AGENT): 463238 ms
Total Talk Time (CUSTOMER): 316453 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/00e193e5-c5f0-44b7-8b66-18a7f8a2953f_20250619T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I was just on the line with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name's [PII], and we got disconnected.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh oh, let me see what happened. Let's see if she's on the phone. Give me just a second.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, she, well, it looks like she dropped off completely, so she must be having phone problems cause she's not in the queue, so something must have happened. Is there something I can help you with?
[CUSTOMER][NEUTRAL] Maybe she'll send me an email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or do you want me to have her call you back? Mhm.
[CUSTOMER][NEUTRAL] Um, I was looking to get a commission statement.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] Uh, this, that's one of the issues going on, but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's stick with the commission statement for now.
[AGENT][NEUTRAL] OK, is it for the month of June or is it earlier than that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's the month of May.
[AGENT][NEUTRAL] OK, and is it for you or for the agency? I'm sorry, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And we received a commission.
[CUSTOMER][NEUTRAL] It's for the agency Candy Inc C U N D Y Inc.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Got it. OK, and with the tax ID number ending in [PII], is that correct?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it, got it. Let me pull up this let's see.
[AGENT][NEUTRAL] You said the month of May, correct?
[CUSTOMER][NEUTRAL] The month of May and I'll take June too while we're at it.
[AGENT][NEUTRAL] OK, what's the, what's the dollar amount? Do you know that you got deposited?
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] We received a deposit on [PII] for the amount of $366.14 and I know there's two statements for May. I have one of them. I have the second statement, but I need the first period.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure I can located it.
[CUSTOMER][NEUTRAL] Um, I have [PII] to the end.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Tax ID number [PII]. OK.
[CUSTOMER][NEUTRAL] I knew from the beginning.
[AGENT][NEUTRAL] So this one.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] So this statement.
[CUSTOMER][POSITIVE] [PII] is our top producer. I work with him.
[AGENT][NEUTRAL] Yeah, so I have, I have a statement from [PII] to [PII], um.
[AGENT][NEUTRAL] That one is showing a statement grand total of 229 37, is that the one you're referring to? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll draw my pen, hang on.
[CUSTOMER][NEUTRAL] Let me look at something else. Did we receive what we received for June while I have you on the phone.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But you said you have the other part of May, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I was able to get that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before everything went blank online.
[AGENT][NEUTRAL] Gotcha, gotcha, yeah.
[AGENT][NEUTRAL] Has he set up his account? Has [PII] set up the agency account? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, he recently signed up with you so we could actually see, you know, the group information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And that's a whole other dilemma. I'll explain that to you afterwards.
[AGENT][POSITIVE] OK, no worries, no worries, I can help you with that too. Let me just.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see here under APL oh yes, we received uh.
[CUSTOMER][POSITIVE] That's, that's the only thing for June that we received that was related to May, so we're good, that's all I need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You just need the [PII] for the 22937.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got that. I'm I'm pulling that so we'll get that over to you, um, am I sending that to who am I sending that to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You can send it to me because I take care of the commissions if you wanna copy [PII], that's up to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'll copy him to you. What's your email address?
[CUSTOMER][NEUTRAL] OK, email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. And what's your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's right you said [PII]. I've caught that. OK, got you. OK, we'll get that to you. OK, what and then you, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Great. Wonderful.
[CUSTOMER][NEUTRAL] Here's the other situation. So the broker, [PII], right, he was uh registered in uh online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like we have been, but we the new system, the OCS thing, so he went ahead and did that and then once we logged in, we couldn't see any commission states under [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No commission statements.
[AGENT][NEUTRAL] Do you live
[AGENT][NEUTRAL] So I have a question on that. Do his commissions get paid to him directly or do they go through the agency?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They go to the agency Condy Inc. which he owns.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's what, OK, we're trying, yeah, there's a problem we're trying we didn't realize that some of the um the accounts didn't link up, so the commissions are showing up under the agency account. We're trying to fix it right now. um, the commissions under the agency account and in a group.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So they're showing up under [PII].
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, because it was [PII] as a person. So what, 00 yeah, the same email address is on here. OK, so let me ask you another question. So [PII], did he set his broker account up with the [PII] [PII] email address?
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so in order for the agency account to get set up we're gonna need a completely different email address because now you can't have two different email addresses because if he goes to try to um register the agency account it's going to stay invalid because that email address is now tied to his broker account so he's gonna need to let us know.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What email address he wants to add at the agency account and then he can set the agency account up and I believe once he gets that set up we can try to link it so that he can see everything under that one account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see, but he'll have to use a different email address other than [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's the pain point we're experiencing, yeah, because that's your username now so when you register instead of having a username like [PII], um, your email address is now your username so he'll have to register that agency account with a different email address since he use that email address on the broker account either way you'd have to have an alternate um email uh one email for this account and one for the other.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see. OK. So I'll have to discuss that with him and uh
[AGENT][POSITIVE] Yes, just have him, have him call.
[CUSTOMER][NEUTRAL] Then go back on it we'll have to go and register um the the.
[AGENT][NEUTRAL] Well, well, what he'll have to, yeah, what he'll have to do is let him know that let him know what we just talked about and then tell him he's gonna need to call us or email us the alternate email address and then we have to have it changed and updated in our system before he can register it won't let him get in.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So we need to update it in our system so if you can find out what email address he can an alternate email address, have him email that that to us since it's his email and you know, for security reasons, or give us a call, then we can do it, you know, with him over the get the information and then we have to have our team in the back end upload uploaded in the system and then once it's uploaded, um, then he can register the agency account with that different email address and then you should have and then he can give anybody he wants to commission.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] As a user, right?
[AGENT][NEUTRAL] To that access to the commissions, yes, that the agency account because that's where the commissions are gonna be.
[CUSTOMER][NEUTRAL] Right, and then as far as accessing the groups, right, that's only under Rosses because his team, he has a team, right? um, some of his team members need to access the group information to make changes or add people, right?
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so anybody, any mhm the bro, yes, you're right, the brokers can give anybody access as well under their account we, we can no longer give access as we've lost that right to help out with that. So, um, there's a, there's a when they go to their dashboard there's a thing called managed user manage users, um, so they can give access under manage users based on what level they want want the person to have.
[CUSTOMER][NEUTRAL] So that can
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Right, the different levels. OK. Now, last week when I called Broker's Resources, they told me, oh, the reason, you know, [PII] can't see any of the commission statements is because.
[AGENT][NEUTRAL] Mhm. Yes, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's only showing that that goes under [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Right, so the agents, because that's the agency we have [PII] assigned to the agency, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, so we have to link link it to the agency so he can see all the group and the commission stuff, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last week when we called, we had added 2 users under [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On his account, right? Well, now I was told from that phone call, oh no, those users need to be added under [PII]. So can you imagine the confusion?
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Well, it depends it depends. I know we're confused too. We didn't rea[PII] that the accounts weren't gonna link, so yeah, hold on just a second. Let me look at something really quick on [PII]'s account, see if I can get a visual of who.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's out here one second.
[CUSTOMER][NEUTRAL] I didn't receive an email from you, but I don't know if you sent it yet, so.
[AGENT][NEUTRAL] No, not yet. I'll have, I have had to request the statement, so as soon as I get it, we'll get it over to you. Um, let's see, hang on just one second. Let me, let me see the account here account. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, I still can't see. I still can't.
[CUSTOMER][NEUTRAL] I can't imagine the amount of phone calls you're getting, right?
[AGENT][NEUTRAL] Oh, that's what we're doing, yeah, that's what we're doing. I'm, I'm, we know there's gonna be troubles usually when you go live and we just try to, we try to, we do a lot of testing, so some things, you know, you don't realize things don't connect until you go live sometimes even when you're in a testing environment. So we're just trying to get everything straightened out and it's a pain point, but I know once we get through all of this, it'll be better so I do apologize for the inconvenience, but yeah, I've, I've requested that statement. Yeah.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it's not just the commission statements we have a new case coming in.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] And we want to be ready and prepared to enroll that new group, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] And we can't
[CUSTOMER][NEUTRAL] You know, get use the stuff online.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Right, you can't use this stuff online, but unfortunately, yeah, right now you'll have to send it in to our sales team and we can help with any enrollments that you need to get taken care of until we, I know our team's actively diligently working on this around the clock and they're making updates consistently. So as soon as they have this fixed, which I believe they had a meeting again today to try to figure out what they're gonna do, um, we'll let everybody know, yeah, it's just, it's just, it's not a fun time at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's [PII], right? [PII]?
[AGENT][POSITIVE] Yes, yes, yes, [PII], yes, that's correct.
[CUSTOMER][NEUTRAL] And that and that's where [PII] would send an email if he decides to just email and give the alternative email address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, just tell him to for the agency for his agency account that he would like us to add.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this email address so he can register his agency account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we'll get that updated, OK? I'll get this statement over to you here soon, OK? Is there anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, appreciate it. Have a good day. No, that's it for now.
[AGENT][POSITIVE] You too. OK, [PII], good talk to you. We'll talk to you soon. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank you. Bye.
[CUSTOMER][NEUTRAL] OK, you