AccountId: 011433970860
ContactId: 2ca47781-1c6d-4821-823f-a272ff192022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474700 ms
Total Talk Time (AGENT): 126521 ms
Total Talk Time (CUSTOMER): 220966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2ca47781-1c6d-4821-823f-a272ff192022_20250409T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing, [PII]? This is uh [PII] with uh Omni Trust Insurance Agency.
[AGENT][NEUTRAL] Hello, how are you?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] So, um, I just received an email from [PII], uh, with all the steps to create the, uh, account to see the commissions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The, the only thing is that I'm following the steps and then it's asking me for the tax ID number, CD, email on record and zip code, and I'm putting that information on it and it's, it's not letting me go through.
[AGENT][NEUTRAL] Are you doing it for the agency or the broker?
[CUSTOMER][NEUTRAL] We're an agency.
[AGENT][NEUTRAL] So it has to be and you're putting the agencies.
[AGENT][NEUTRAL] Tax ID number it's.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because it is all sensitive to the actual agency.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is the agency?
[CUSTOMER][NEUTRAL] Omni
[CUSTOMER][NEUTRAL] Frost Insurance LLC.
[AGENT][NEUTRAL] And what tax ID number are you putting in?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what were the other things that you're putting in?
[CUSTOMER][NEUTRAL] City, email, and zip code. The city is should be Coral Gables. Email, it's my, my company email a [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] Um, I have [PII] as the city with a different zip.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The world
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's our previous, previous uh address.
[AGENT][NEUTRAL] OK, if you, if that needs to be changed, we just need an email.
[AGENT][NEUTRAL] To update the address.
[CUSTOMER][NEUTRAL] Let me, let me
[CUSTOMER][NEUTRAL] Let me try if if I can get it through with all. Let me give me give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it's still not letting me go through.
[AGENT][NEUTRAL] Did you change the zip?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] That's the correct one?
[AGENT][NEUTRAL] That's the right one for that. I don't know why it wouldn't go through because that's all the information that's in our system and it should just register um you might try to start.
[CUSTOMER][NEUTRAL] And can you
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Let me try again the the tax ID. It's [PII]. That's the one that you have.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I.
[AGENT][NEUTRAL] Um, I would start from the beginning since it already is not working from, you know, the previous city and zip being incorrect and see if like a refresh on it would.
[CUSTOMER][NEUTRAL] I'll do it again. OK, let me see. So I, I just put, uh, I'm the principal of an agency.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I'm doing it for, I'm a broker appointment with them.
[CUSTOMER][NEUTRAL] That's what it says, uh, tax ID, so I'm gonna put 93.
[CUSTOMER][NEUTRAL] 360294.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 331-66
[CUSTOMER][NEUTRAL] No, oops, there's, there seems to be a problem based on your information you enter uh an account already exists.
[CUSTOMER][NEUTRAL] Oh, that's, maybe that's why.
[AGENT][NEUTRAL] Oh an account already, let me see.
[CUSTOMER][NEUTRAL] Just log in.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] She said her name and password, but she also sent me, told me that to follow the steps on the brochure.
[CUSTOMER][NEUTRAL] Well let me try if I can just log.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1258
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah it looks like the agency already has one.
[CUSTOMER][NEUTRAL] No, it's, it's, it's, now I'm trying to log in with the
[CUSTOMER][NEUTRAL] Let me see if there's a space. There should be a space here.
[CUSTOMER][NEUTRAL] AS
[CUSTOMER][NEUTRAL] And the username that he sent me, my, my last name is misspelled.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me try if I it correctly.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's the correct spelling?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's the correct spelling, but she sent me [PII]. That's the username.
[AGENT][NEUTRAL] OK, yeah, I have the username as oh it is working OK, because that's that's what I have.
[CUSTOMER][POSITIVE] It's working.
[CUSTOMER][NEUTRAL] She she misspelled the, the my last name.
[AGENT][NEUTRAL] OK, so you can get in?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I, I mean, and question for, for like, to, to retrieve like um
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, like a statement or uh an invoice for, for the commission that I have received, I'll do, can I do like a, a download of a PDF or something?
[AGENT][NEUTRAL] So if you scroll down, can you see the groups that are associated with you?
[CUSTOMER][NEUTRAL] It says my commission, my production, my groups.
[AGENT][NEUTRAL] So are there groups listed?
[CUSTOMER][POSITIVE] Yes, the good
[CUSTOMER][NEUTRAL] No, 0, no, no groups.
[AGENT][NEUTRAL] You, and you have
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] Excuse me, and you have groups with us?
[CUSTOMER][NEUTRAL] There's only one
[CUSTOMER][NEUTRAL] There's only, there's only one client that I have with you guys.
[AGENT][NEUTRAL] There's only one group that you have with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have the group number for that?
[CUSTOMER][NEUTRAL] Let me try to find it.
[AGENT][NEUTRAL] Or what's the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Allied for ATS services.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Um, can you spell, let me spell the first word for me.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Allied, it's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And and you said and what's allied.
[CUSTOMER][NEUTRAL] Trucking.
[CUSTOMER][NEUTRAL] Or maybe ATF services because they have two names ATF ATServices, maybe that's the correct one.
[AGENT][NEUTRAL] 16,870.
[CUSTOMER][POSITIVE] I think I, I was able to download, like, I want to download commission details and I was, I was able to.
[AGENT][NEUTRAL] Oh, you're wanting, you're wanting commissions, not an invoice, is that right? I'm sorry, I was thinking that you wanted the groups.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Billing invoice
[CUSTOMER][POSITIVE] No, no, no, I think with this I, I, I can figure it out with my, my accounting department they'll be happy with this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can print, you can see your commissions then.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] Perfect thank you so much we appreciate it.
[AGENT][POSITIVE] Of course, yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye