AccountId: 011433970860
ContactId: 0d8dcfe9-e3a1-4f80-b39a-5ea587ebe9e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228850 ms
Total Talk Time (AGENT): 125170 ms
Total Talk Time (CUSTOMER): 72262 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/0d8dcfe9-e3a1-4f80-b39a-5ea587ebe9e7_20250624T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and uh I'm trying to get a uh uh commissions report, but I don't uh I don't, I don't know where to go in your new.
[CUSTOMER][NEUTRAL] Uh, in your new website?
[AGENT][NEUTRAL] OK, what agency are you with?
[CUSTOMER][NEUTRAL] Uh, Oscar Silurian Associates.
[AGENT][NEUTRAL] Do you have the tax ID number for the statement that you're trying to pull for?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hang on a second.
[AGENT][NEUTRAL] And what was the name of the agency?
[CUSTOMER][NEUTRAL] Oscarsor associates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you needing the statement for um for June? Is that the statement you're looking for?
[CUSTOMER][NEUTRAL] And May as well.
[AGENT][NEUTRAL] Or do you have
[AGENT][NEUTRAL] OK. Do you have the deposit amounts that you received?
[CUSTOMER][POSITIVE] Oh yes, I do.
[AGENT][NEUTRAL] Hang on, let me punch in this text. Let me get into my.
[AGENT][NEUTRAL] OK, and you said your name was [PII]. What's your role with the agency?
[CUSTOMER][NEUTRAL] Uh well, I guess administrator, VP.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm VP of the agent of the uh agent.
[AGENT][NEUTRAL] You're the VP? OK. All right. OK.
[AGENT][NEUTRAL] What email address do we need to send the commission statement to?
[CUSTOMER][NEUTRAL] Well, no, I, I wanna know how to do it, where to go.
[AGENT][NEUTRAL] OK, so for the agency.
[CUSTOMER][POSITIVE] So I can do it every month.
[AGENT][NEUTRAL] Right, so let me explain something. Sorry, I probably should have told you that first. I sincerely apologize. Um, on the agency side, we're having an issue with the portal right now. They're doing some maintenance on it to try to get that up to date, but once it's up to date, then I show [PII] as, um, who's assigned as the principal person with his email address for this account.
[AGENT][NEUTRAL] Um, once we get all that taken care of, then he can go in and he'll have to re-register as a new user, um, to see the accounts. It's just you can't do it just yet until we're having some updates that we're having to push on the OSC, which we're hopefully, hopefully happen to have that resolved by the end of this week, but currently the agency accounts you can't access those to get to the commissions just yet.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, that's all right then if you can send me May and June, um, that would be really good.
[AGENT][NEUTRAL] OK, and where should I email those?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Mhm. Alright. [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, that's what I said, [PII], quotes, yes. You're fine, it's OK. It's hard to tell on the phone sometimes. Yeah, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get those pulled. I have to generate those statements and we'll get those over to you, OK? Was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you very much. Uh, no, that's it. Thank you very much. OK, bye.
[AGENT][POSITIVE] You're most welcome.
[AGENT][POSITIVE] OK, uh, have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.