AccountId: 011433970860
ContactId: 2239d40d-5f6c-4713-a708-a932a90e9ed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447119 ms
Total Talk Time (AGENT): 175482 ms
Total Talk Time (CUSTOMER): 267896 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2239d40d-5f6c-4713-a708-a932a90e9ed5_20250417T20:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hey, it's [PII]. How are you?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][POSITIVE] Yeah, good. Hey [PII], um,
[CUSTOMER][NEUTRAL] I have like maybe I don't know 6 or 7 usernames like I have 10 email addresses, you know, I'm like a chameleon, you know, I try I try to help everybody and and make a dollar from something, but um, long story short, uh, I ran out of like um terabytes or storage space on my computer and my kid came down for Christmas and got me like 2 extra terabytes in there and I didn't save all my user names for the OSC I don't think and I'm, I'm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Uh oh no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I used to have, I'm trying, I'm working with this group called the Risk Management Group. It's called TRMG and I used to have access to their um to their commission statements because the girls just never knew how to get into the OSC and then download them and as a favor as a an additional service I was doing that but I'm even having a blacked out and I just wanna see if you can check on my user names to see if there's one that for this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The risk management group which is called TRMG that I have level 2 access, which I thought I did.
[AGENT][NEUTRAL] Do you remember, do you remember that username?
[CUSTOMER][NEUTRAL] No, I didn't see the user names when my kid, um, took, you know, eradicated everything.
[AGENT][NEUTRAL] I know we talked just the other day. I have a [PII].
[CUSTOMER][NEUTRAL] I don't know. [PII], I, yeah, I had another broker.
[AGENT][NEUTRAL] Yeah, the one we looked at the other day was under [PII].
[CUSTOMER][NEUTRAL] I had another broker where [PII] remembered uh OK, yeah, yeah, that's [PII], yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that one is [PII], TRMG.
[CUSTOMER][NEUTRAL] Yeah, I have that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But for whatever reason it's I, I go in there and I unless it was I had a different username I can't download the commissions where I used to because I checked an old uh email I sent to his admin girl like of I don't know 8 months' worth of commissions just as a favor.
[AGENT][NEUTRAL] Uh, mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me go look under your name. Hang on just a second.
[AGENT][NEUTRAL] Or the agent let's see what we got here.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So how are you accessing it? Like were you going in under under the agency level or are you going under under at the group level?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] I, I don't know, it's [PII] at TRMG.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I've got that for let's see, this is under [PII], OK.
[CUSTOMER][POSITIVE] Yeah, and boy they're they got another yeah they're getting the wife is asking me who works of course with the husband asking why they're getting inundated by hello and thanks for contacting AP sales.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So who is the broker that you're trying to pull the commissions for?
[CUSTOMER][NEUTRAL] Oh, that's from.
[CUSTOMER][NEUTRAL] Well, for, well, [PII].
[AGENT][NEUTRAL] OK, for him, OK.
[CUSTOMER][NEUTRAL] Who owns the risk management group.
[AGENT][NEUTRAL] So when you go under [PII], because you have access at his level, you're not seeing his commission.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Do I, do you, well, I have, I'm just.
[AGENT][NEUTRAL] It's, it's, it's sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, go, go ahead lay it on me. What is it?
[AGENT][NEUTRAL] OK, it's capital [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, that one, yeah, yeah, I don't have level 2 access or it's not showing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on, let me look.
[AGENT][NEUTRAL] Let me look at that real quick.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I don't know if there's a glitch in the Matrix or not, but I gave level 2 access to his admin. She hasn't bothered me like in 4 months, and then today she or yesterday she goes, I'm having a problem. It's blanked out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see. 9829. I don't see her on here, but let me get her manage yours 982.
[CUSTOMER][NEUTRAL] Well, that's [PII] AS is her username which.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's telling me she has access to the commissions, but she only has access for like yeah but she's telling me she only has access for like two months back and she's looking from like [PII] to, you know, March, what is it? Yeah like March or February of this year.
[AGENT][NEUTRAL] Oh yeah, there she is.
[AGENT][NEUTRAL] You've got
[AGENT][NEUTRAL] So you've got level 3 commission like I mean you let me just go look and see if he's.
[CUSTOMER][NEUTRAL] Yeah, but underneath what underneath [PII]?
[AGENT][NEUTRAL] Yeah, mhm, let me go look and see.
[CUSTOMER][NEUTRAL] Yeah it's not working so there's something wrong.
[AGENT][NEUTRAL] Let me see if he's tied to some other is he tied to another agency or something. Let me go look, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, he used to have like [PII], you know, insurance group, and then he combined it to the risk management group.
[AGENT][NEUTRAL] Let's see, it looks like he's associated with national agency solution.
[CUSTOMER][NEUTRAL] He's associated with national agent.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] That might be why. I might go through them first.
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] Risk management group, let me look at them on let me log in because if I can't see it that means none of us can see it because it goes through the agency. So let me look, hang on just a second.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Oh, now it's working.
[AGENT][NEUTRAL] Is it?
[CUSTOMER][NEGATIVE] No, no, I'm talking about, uh, something else, another service that was dead to me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEGATIVE] Otherwise I'll give [PII] a call at NAS National Agency and, and ask her what the hell's going on.
[AGENT][NEUTRAL] Yeah, let's see. Well, don't tell her. I mean, I don't know. I'm just, I'm just assuming.
[CUSTOMER][NEUTRAL] I don't know they had their own portal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see, [PII]. Let me look under here he is. [PII], if I can't see it, yeah, I can't see it. Wait, commissions are commissions are paid directly to the agency on record.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Like under here
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] Send the agency I'm showing he's tied to national agency solutions.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] I don't know if I'm supposed to divulge that.
[CUSTOMER][NEUTRAL] Alright, let me get on the horn.
[AGENT][NEUTRAL] That's what I'm showing.
[CUSTOMER][NEUTRAL] Yeah, it's OK. That's OK. Look, I, I'm being really honest with you, you know, I, I know you don't, I shouldn't even be saying this, but I make 4% commission on this, and, uh, I usually make a really good hourly wage, but this guy's, I mean, you gotta start somewhere. It's only been a year that I've been working with them. You gotta, you know, every drop of water fills my glass, but I'm talking like $38 commission. I mean, I if I go to Chick fil A, I've already wasted my whole month's worth of, yeah, little joke, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, he should be pulling his own statements. Yeah, yeah.
[AGENT][NEUTRAL] Yeah, no, I get it, but I mean, he has access, he should have access to pull his own commission statements, so I don't, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, you would think, but that's what he's got people for. OK, alright, I'll handle it. Alright, thanks, honey I appreciate it. Alright, have a good one. Good Friday too thanks bye bye bye bye.
[AGENT][POSITIVE] Oh, gotcha. OK. OK. Well, you're welcome. Thanks you too. Yeah, Happy [PII]. Bye-bye.