AccountId: 011433970860
ContactId: 02fb2853-83b5-49c7-aed9-62aec2874469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547250 ms
Total Talk Time (AGENT): 248518 ms
Total Talk Time (CUSTOMER): 168717 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/02fb2853-83b5-49c7-aed9-62aec2874469_20250623T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with H&H Insurance Solutions.
[CUSTOMER][NEUTRAL] Oh, I'm in your new website looking for my commission statements.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And under production I see the production I can see the groups.
[CUSTOMER][NEUTRAL] Uh, on my dashboard it's showing, uh.
[CUSTOMER][NEUTRAL] 6 active group shows total production.
[CUSTOMER][NEGATIVE] But there's no commission in here anywhere on that on that screen where it says total commissions 0 if I go to.
[AGENT][NEUTRAL] Do you get your commissions paid to you directly or to the agency?
[CUSTOMER][NEUTRAL] Do you get your commission
[CUSTOMER][NEUTRAL] They're paid to the agency.
[AGENT][NEUTRAL] So that would be on the agency view you would not be able to see that on the broker view.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, do I have to set up?
[CUSTOMER][NEUTRAL] Uh, I guess I'm just lost.
[AGENT][NEUTRAL] Is it your agency?
[CUSTOMER][NEUTRAL] I, I used to just open one website and had access to the commission.
[CUSTOMER][NEUTRAL] Information so.
[AGENT][NEUTRAL] Sure, is it your agency or is it like, do you?
[AGENT][NEUTRAL] Do you own the agency?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Until [PII], yes, I was a co-owner. My daughter owns it 100% now. I do all of the administrative work.
[AGENT][NEUTRAL] OK, and uh tell me your last name again, please.
[CUSTOMER][NEUTRAL] My name's [PII] her her name's [PII].
[AGENT][NEUTRAL] OK, and what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not seeing a [PII]. Do you go by a different name?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh, but my daughter who owns the business, her name is [PII].
[CUSTOMER][NEUTRAL] Oh, and the emails.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, I do have.
[CUSTOMER][NEUTRAL] Go to her.
[AGENT][NEUTRAL] OK, so I do have a
[AGENT][NEUTRAL] Uh, [PII]. So did for the broker, did you sign up [PII] as the broker or did you use your name?
[CUSTOMER][NEUTRAL] Well, in this
[CUSTOMER][NEUTRAL] In the side I'm in the APL website when I click on agents it's got her name, the office phone number, her email, and the office address.
[AGENT][NEUTRAL] The new system.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's OK, so it's probably under [PII] then. OK, so yeah, so [PII] would have to send that set up an agency account for H&H Insurance solutions.
[AGENT][NEUTRAL] Um, I will say that as of right now we just got this information this morning from leadership that we are experiencing some issues with our agency portal so we cannot set up agency access at this time they're working on it and hopefully by the end of this week we would be able to.
[AGENT][NEUTRAL] Um, but once we get that fixed in place, then [PII] can set up the agency for H&H insurance solutions, and the commissions will be on the agency profile.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So in the meantime,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I get the commission report for the first half of June?
[AGENT][NEUTRAL] Yeah, so if you just wanna send an email to us and we can have it pulled for you in the interim, um, you just said it was the first half, is that correct of June?
[CUSTOMER][NEUTRAL] Yes, it was deposited into the bank on [PII] in the amount of 13471.
[CUSTOMER][NEUTRAL] I just need the corresponding statement.
[AGENT][NEUTRAL] OK, and what was your email address?
[AGENT][NEUTRAL] Or a good email address to send it to?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, you can send it to.
[AGENT][NEUTRAL] Well, actually,
[AGENT][NEUTRAL] I was gonna say I can send it to [PII], if that's OK.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And to set up an agency.
[CUSTOMER][NEUTRAL] Account just when you first log in and it says set up whatever it said AOC account or whatever just go there.
[AGENT][NEUTRAL] Yeah, you, yeah, you would choose agency and then um it would have to be.
[AGENT][NEUTRAL] I'm assuming that.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Broker account for [PII] has already used [PII]'s email address, correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we're moving to email addresses now as a user name and not actual user names like you had in the previous site so in our system.
[AGENT][NEUTRAL] Um, both agency and broker are [PII], and in the new OSC account there has to be different email addresses, so you might tell [PII] if she has an alternate email address for the agency she needs to email us.
[AGENT][NEUTRAL] And we can change that on our side so that way you do not receive an error because it will not set up with her email address.
[CUSTOMER][NEUTRAL] OK, because I, I actually was.
[AGENT][NEUTRAL] Since it's it's already been used.
[CUSTOMER][NEUTRAL] OK, that's why I just kept.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Error giving me an error message.
[AGENT][POSITIVE] Yes, yeah, exactly.
[CUSTOMER][NEUTRAL] OK, because she can actually change the agency one to my email address, uh.
[AGENT][NEUTRAL] OK, yeah, if you just wanna have her send an email address to, I can give you the email to us really quick if you'd like.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just request to change.
[AGENT][NEUTRAL] Mh[PII]
[AGENT][POSITIVE] Yes, the agency for the agency, yes, exactly.
[CUSTOMER][NEUTRAL] The email address on the agency.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Yep and then um I'll put it back into my email whenever I receive that email from you, um, or read it I will respond to the email saying that it has been fixed but to please keep in mind that right now an agency account cannot be set up because we're having some internal issues, so we'll we'll send out a notification once that's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do we send the email request and the commission statement for the first half of the month to the same address?
[CUSTOMER][NEUTRAL] that you just gave me.
[AGENT][NEUTRAL] Um, you don't have to. I already sent it to [PII]. I already sent the commission payment to read it, yeah.
[CUSTOMER][NEUTRAL] 00, OK, all right.
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] Yeah, all right.
[CUSTOMER][POSITIVE] Alright well thank you.
[AGENT][NEUTRAL] Anything else? Of course.
[AGENT][POSITIVE] Hope you have a great day.
[CUSTOMER][NEGATIVE] Uh, that'd be all. I've just been struggling with this.
[AGENT][NEUTRAL] Oh, I, yeah, we apologize it is a little bit different, but once the agency accounts get set up you'll be able to see that.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh-huh. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye.