AccountId: 011433970860
ContactId: 2bbf2789-8873-486f-a2f1-3fdb4cc219ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472100 ms
Total Talk Time (AGENT): 219394 ms
Total Talk Time (CUSTOMER): 202491 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2bbf2789-8873-486f-a2f1-3fdb4cc219ae_20250304T22:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just got an, I just got actually a call from this line. I don't know if it was you or it's a Miss [PII], um, who I missed the call from. Do you know her?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh OK, yeah, I do. Let me see if she's on the line. Give me just a second.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][NEUTRAL] What was your name? You called earlier, didn't you?
[CUSTOMER][POSITIVE] Yes ma'am, this is, this is [PII]. I remember talking to you. Yes ma'am.
[AGENT][NEUTRAL] That's [PII], yeah, first time, yeah.
[CUSTOMER][POSITIVE] You were the one that gave me the the sales at AM Public Life, right? Yeah, exactly.
[AGENT][NEUTRAL] Uh-huh. Yeah, yeah, yeah. Mhm.
[CUSTOMER][NEUTRAL] So, so I guess we're just going in a circle and no I'm just kidding, um, um, they said she reached out to me and I guess it's a, it's y'all's department that y'all work in essentially. I got you so I, I could have gotten you again I guess Miss [PII].
[AGENT][NEUTRAL] I guess.
[AGENT][NEUTRAL] Yeah, yeah, we're on the same team.
[AGENT][NEUTRAL] Yeah, no problem. Does she, so she tried to call, did she leave a message or anything?
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, I was on the phone with with one of our clients at the time, so I couldn't, I couldn't answer it, and she didn't leave a message, but she did email me and was like, hey, whenever you've got time to call me back and discuss it, um, she, there's actually her personal on here so I can just call that instead. I just was gonna call the number that that had called me in the beginning, but uh I can just call her [PII] direct if that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean you can call our direct us and say I can probably transfer you over to. Give me just a second.
[CUSTOMER][POSITIVE] OK perfect perfect.
[AGENT][NEUTRAL] Let me pull up her number here. Good.
[CUSTOMER][NEUTRAL] You're about to be off for the day or y'all work past [PII]?
[AGENT][NEUTRAL] Yeah, well, we're open till [PII] Central time.
[CUSTOMER][POSITIVE] Oh got you nice nice got you.
[AGENT][NEUTRAL] Alright, give me just one second. Let me get her on the phone here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, she might be on another line about you.
[AGENT][NEUTRAL] Well it looks like she is on another line, so, um, you're still need, you're just needing the commission statements, right? I wonder if that's what she's calling about. That's weird.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Yes, ma'am. Yes ma'am. That's exactly it, [PII].
[AGENT][NEUTRAL] OK. I don't know what she's asking though. That's no problem. Let's see.
[CUSTOMER][POSITIVE] Well I know that I know that traditionally people go through the portal and everything like that. I just, I just figured that I'm kind of old school and if if she could just respond to me through an email that'd be awesome, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She will. I'll let her know that you called and if she has any questions. I'm not sure that, um, I'm not sure what she was calling you about when she had questions or was gonna tell you.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] She goes, she goes, she goes, I see the request for the commission statement mission statements below and I'm happy to help, um, but then she goes like there's also an online portal access and I wonder if that's what she wants to call to go over with me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that's probably what it is. Do you have access on the portal? Because I mean, yeah, I mean, are you wanting commission statements from like for the year or just of January and February, see what your, what's your name?
[CUSTOMER][NEUTRAL] Just just January, February. I'm, I'm not gonna make it too hard on y'all, um.
[AGENT][NEUTRAL] And is that gonna be all under the same tax ID number?
[CUSTOMER][NEUTRAL] Um, I just go by the group numbers that we have on file, um, because I felt like that would probably be the easiest to look up in the system, but I mean if I, I, I can look through the proposals and everything like that if you want me to find the tax IDs.
[AGENT][NEUTRAL] Well, let me
[AGENT][NEUTRAL] Yeah, I mean, because our system is actually easier for you to pull them online than it is for us to pull it and it was just kind of weird, but hang on, let me just, wait, oh my gosh, what is going on with my computer? Hang on just one second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Give me a second I'm trying to get another screen up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And typically I would use like our our rep or whatever that's assigned to us, Mr. [PII], but even he was like he was like yeah you gotta defer to that email essentially to get to get it he couldn't pull it himself, which that's totally fine but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there a way to like be on a subscription where y'all because I know y'all mail our invoices in here I mean is there a way to get those mailed to us?
[AGENT][NEUTRAL] Yeah, but they don't have a, they don't have like a breakdown on there. They go to the, well it depends on where there's where they, who they go to first if they go, you know, to a hierarchy or if they come straight to that person. So this one has [PII] on it. So let me just, OK, let me just look at his account.
[CUSTOMER][NEUTRAL] Yes ma'am, that's my boss.
[CUSTOMER][POSITIVE] Awesome [PII] awesome.
[CUSTOMER][NEGATIVE] Looks like I should have been linked up with you and not [PII].
[CUSTOMER][POSITIVE] I'm just kidding
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, agent.
[AGENT][NEUTRAL] OK, who has, OK, so [PII] has access and [PII] has access. Do you know either one of them?
[CUSTOMER][NEUTRAL] Yeah, I do know [PII] and um [PII]. I just.
[CUSTOMER][NEUTRAL] Let me see, I tried to to log in with hers before and I, I couldn't see that we had access to the um the statements. Let me here let me pull up my uh username spreadsheet real quick.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, let's try that one.
[CUSTOMER][NEUTRAL] So like, um.
[CUSTOMER][NEUTRAL] Are you saying that like even to get those released to me, I'd have to be [PII] or [PII]?
[AGENT][NEUTRAL] Well, I mean, I can't tell you their access information because that's personal to them that if they want you to have access to pull it like if [PII] wants you to have or these all his groups or all these gonna be his groups, let me look. OK, if he wants you to have access.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] He can actually give you access. All he has to do is log into his account and click on manage users manage users, and then add you to it or if he wants you to have access, he can send an email stating that he wants you to have access and we can uh try to set that up for you.
[CUSTOMER][NEUTRAL] OK, OK, that, that works that works in email so I can literally get him to send an email to that [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so, yeah, yeah, saying that you want, he wants you to have access to that and
[AGENT][NEUTRAL] And uh I can I can also respond to this email and send him the directions on how he needs to do that because I mean it's so simple. He just has to go in there click manage users and add you under under each of those groups because he's got it at the group level um.
[CUSTOMER][NEUTRAL] Yeah because he because he's a little bit of an older gentleman, so he's not as savvy with, with, you know, technology so if I could I I'll just reach out to him tomorrow um I'll just give him the email to type up and then I guess y'all can release it to me that way.
[AGENT][NEUTRAL] Gotcha, gotcha. OK. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, do that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, just tell him to send an email that you know he, he would he would, he would, he wants you to have access under these groups and if there's any way that we can set that access up for you um under his authority then we'll, we'll do that for you.
[CUSTOMER][POSITIVE] OK, sounds good, [PII], I appreciate it ma'am. Thank you so much.
[AGENT][POSITIVE] OK, yeah, no problem, you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks for calling bye bye.