AccountId: 011433970860
ContactId: 0419b3c9-31d9-4a39-a61c-0b2cf06c5941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766780 ms
Total Talk Time (AGENT): 374856 ms
Total Talk Time (CUSTOMER): 219329 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0419b3c9-31d9-4a39-a61c-0b2cf06c5941_20250611T19:44_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][NEUTRAL] I'm good thanks for asking. Hey, I have an agent on the line. He said his name is [PII] and he's having some problems with the OSC and seeing some commission statements and so I think that guy goes to you guys.
[AGENT][NEUTRAL] What do you know what his last name is?
[CUSTOMER][NEUTRAL] I think he said his last name was [PII].
[AGENT][NEGATIVE] The gave you down.
[AGENT][NEUTRAL] I wonder if it's [PII]. I wonder if it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] maybe.
[AGENT][NEUTRAL] I've actually
[AGENT][POSITIVE] I've actually helped him before.
[CUSTOMER][NEUTRAL] Yeah, and I got a number. OK.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] So he's not able to see his commission?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He says he was I'll be honest girl he was rambling a bunch of stuff that didn't make sense to me something about he can't see his commission statements and something about they're paid to MSG, but that doesn't mean anything to me like you know.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Oh, it's because, OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, I know, yeah, I was dealing with him last week or the week before when OSC was like super new still and like everybody was so confused on to like what to do. I think crap, OK, yeah, you can definitely send him to me, but I'm not, I'm gonna have to like.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Probably talk to [PII] and then just call him back cause
[CUSTOMER][NEUTRAL] OK, you want his callback number?
[AGENT][NEUTRAL] This was, this was a funky one.
[AGENT][NEUTRAL] Um, is it the [PII]?
[CUSTOMER][NEUTRAL] No, it's a different one he gave me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he gave me [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, yeah, you can send them to me.
[CUSTOMER][NEUTRAL] OK, give me just a second, I'll let him know I'm transferring him.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm OK how are you doing?
[AGENT][POSITIVE] I'm good.
[AGENT][NEUTRAL] Um, OK, so I was actually helping you before with your OSC account when it was fairly maybe about a week ago, yeah, so I kinda know what's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've talked to a couple of people.
[AGENT][NEUTRAL] Yeah, I kinda know what's going on. I just
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Just still learning on just the new OSC so let me see if I can't.
[AGENT][NEUTRAL] Because you get your commissions paid to MFG correct which is.
[CUSTOMER][NEUTRAL] Right, that's my, that's my LLC, so I'm assuming, um, I mean, I'm just assuming it's because, uh, I, I get commissions paid to MFG, but all the production goes under my name since I'm the agent and I have all my you know I set this up 1520 years ago, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I don't recall exactly everything, but, um, exactly what I did.
[CUSTOMER][NEUTRAL] But I had all I signed all my commissions to MFG Inc and then it's paid to that.
[CUSTOMER][NEUTRAL] So I'm assuming that's whatever is hinky or or or something here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Hold on, I, I've talked to so many people, so let me just familiarize myself with.
[CUSTOMER][NEGATIVE] You must really be hating this new OSC.
[AGENT][NEGATIVE] It's, it is, um, it's been, I mean, you know, everything new comes with pain. It's just a little hard.
[CUSTOMER][NEUTRAL] What's, what's the what's the correct term challenging what corporate speaker is supposed to say it's uh a learning curve. I don't really speak.
[AGENT][NEUTRAL] Yes, like.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a learning curve. I don't know if I don't think I've actually said that at all this time like uh it's just been really difficult.
[CUSTOMER][NEUTRAL] Yeah, I usually don't say that stuff.
[AGENT][NEUTRAL] We've just been trying to learn how to work through these processes that's what I will say.
[CUSTOMER][NEUTRAL] So you said learn.
[AGENT][POSITIVE] There we go, learn and it well you, I did, I did, you caught me.
[AGENT][NEUTRAL] M and then remind me because I feel like we also had this conversation which um.
[AGENT][NEUTRAL] You're in your broker account right now, correct?
[CUSTOMER][NEUTRAL] I mean my broker would just be my individual MFG because that's that's I think all I ever did.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Like other [PII], like I'm not sure how to set up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How to set up one as MSG because I'm not a broker I mean I'm under Capital Group Health Services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I can't imagine that I'm, I'd be in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I'm gonna put you on a brief hold. Give me just a second. I'm gonna go back and talk with [PII] because she was actually helping me with me with this last week. Yeah, of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I ask a question?
[CUSTOMER][NEUTRAL] Who is in charge of the whole of music?
[AGENT][NEUTRAL] I don't know is it terrible?
[CUSTOMER][NEUTRAL] Because I, oh my god.
[AGENT][NEGATIVE] It's so terrible. I don't know. I can put that complaint up to the.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I mean, I had to listen to it so much I can, I think I can like dream about it now or something it's, it's infesting my.
[AGENT][NEGATIVE] Oh no, that's terrible. OK, well, what if, OK, what if I do this? What if I, let me call you back. Let me look into this.
[CUSTOMER][NEGATIVE] No, you can put no, you can put me on hold if you need to that's fine. I got a headset and I'm just giving you, yeah, I'm just giving you shit.
[AGENT][NEUTRAL] Are you sure? OK, OK, sorry, hold on just a second, and sorry, I'll put that up to the top. Give me just a second.
[CUSTOMER][NEGATIVE] It is terrible though.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I need you.
[AGENT][NEUTRAL] [PII] is calling back and we dealt with this. He's the MFG person.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] He's saying he's kind of contradicting.
[AGENT][NEUTRAL] condition
[AGENT][NEUTRAL] He used to be
[AGENT][NEUTRAL] So 100
[AGENT][NEUTRAL] Either we need to
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] And it won't show you in the new OSC that he's tried.
[AGENT][NEUTRAL] I know that we've been both having issues, but.
[AGENT][NEUTRAL] I mean why would, yeah, I know.
[AGENT][NEUTRAL] So maybe he's created a.
[AGENT][NEUTRAL] Broker account.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah he has the same email address so.
[AGENT][NEUTRAL] It's gonna only be able to create one or the other.
[AGENT][NEUTRAL] Right now until we tie.
[AGENT][NEUTRAL] Should we tie it together? I don't know I don't wanna do that until I talk to.
[AGENT][NEUTRAL] And he's created his broker It sounds like it. So he's not gonna see commission.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Do you need to talk to [PII] about that? OK.
[AGENT][NEUTRAL] Just tell him that we're gonna try to.
[AGENT][NEUTRAL] Tie his accounts together since he's the same as his agency and then that we can.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, he's used.
[AGENT][NEUTRAL] I'm assuming
[AGENT][NEUTRAL] That email, but
[AGENT][NEUTRAL] Yeah it's right, right, it's like hard to know what they have and haven't done, OK, OK, let me see if he'll.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so I think what we're gonna have to do is.
[AGENT][NEUTRAL] Since you have created your broker account and you technically need to create your MSG account as an agency.
[AGENT][NEUTRAL] Since that's what where you get your commissions paid but.
[CUSTOMER][NEUTRAL] Even it sees it that I'm an agency even though I'm really not.
[AGENT][NEUTRAL] Well, because it, we have MFG.
[AGENT][NEUTRAL] We have MFG like as an agency in our system.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah, because the problem is, is that let's just say because you're with with uh Capital Group, is that correct? It'd be Capital Group. So technically as a broker.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm not saying you specifically I'm just saying in general if your commission gets paid to Capital Group then you wouldn't be able OK so see that's.
[CUSTOMER][NEGATIVE] No, it doesn't.
[AGENT][NEUTRAL] So that's what
[CUSTOMER][NEUTRAL] It doesn't it pays
[CUSTOMER][NEUTRAL] It just pays to my own corporate entity.
[AGENT][NEUTRAL] OK, so then yes, we have to create an agency account for MFG.
[CUSTOMER][NEUTRAL] is the thing
[CUSTOMER][NEUTRAL] OK, but I'm gonna need to use the same email address, is that gonna be an issue?
[AGENT][NEUTRAL] Which is, yes, so because you have to have two separate emails so I'm trying to figure out how we can possibly do work on our side to link the accounts together, but I've got to, I've got to talk to the person that can do that and see if we can even do that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Can.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEGATIVE] OK, can it just be deleted and I redo another one because I'm not gonna do it under another email address.
[AGENT][NEGATIVE] Like you're not, you're not gonna.
[CUSTOMER][NEGATIVE] I mean, I'm not gonna do one because I have because I mean I have to go ahead every single time and do the confirmation with the with the code and this is what I have and it's gonna be too much of a pain in the ass and then I'm just gonna ask to get like because I look at my commission statements all the time.
[AGENT][POSITIVE] Doing like a whole new, yeah, yeah.
[AGENT][POSITIVE] Yeah, everyone does, yes, yes.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Of course yeah let me let me first ask my question if if I ask my question to the person who like if we can link the accounts together and it's a yes, then you don't have to have another email address and then if we can't do that then I've got to figure out how to delete your broker account so I don't know if we've uncovered how to do that yet.
[AGENT][NEUTRAL] So let me ask my first question and let me try to get um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try to get that situated first hopefully it's gonna be a simple yes and then your accounts will be linked and we don't have to use an alternate email address which you're not going. I understand you're not going to. I'm just saying I don't want to get to that point. So, um, is the [PII] number OK? [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Call you back on? OK alright let me um give me just a few and then I'll give you a call, a call back OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, I'll call you back thank you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Uh-huh, I.