AccountId: 011433970860
ContactId: 2e2acd9b-78cb-4cf0-a5cf-22f3c18c5cf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315829 ms
Total Talk Time (AGENT): 157873 ms
Total Talk Time (CUSTOMER): 93744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2e2acd9b-78cb-4cf0-a5cf-22f3c18c5cf0_20250618T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with an agency in [PII], and it's
[CUSTOMER][NEUTRAL] Online service center.
[CUSTOMER][NEGATIVE] And I want to pull down a commission statement, but there's nothing showing this, uh, it's showing no commissions at all.
[AGENT][NEUTRAL] OK, so, um, let me check on my side, do you get your commissions paid directly to you or to an agency?
[CUSTOMER][NEUTRAL] We paid to the agency.
[AGENT][NEUTRAL] Um, so are you logged in as the agency or as the broker?
[AGENT][NEUTRAL] Like when you created your portal.
[CUSTOMER][NEUTRAL] We tried
[CUSTOMER][NEUTRAL] Yeah, I did. I can log in as the broker.
[AGENT][NEUTRAL] So the let me just make sure that I'm.
[AGENT][NEUTRAL] Let me pull you up on my side. I just wanna make sure.
[CUSTOMER][NEUTRAL] You know, I mean, it, it shows production and I should have the ability to see the statements I expect.
[AGENT][NEUTRAL] Um, so the agency view is gonna show the commissions since you get paid commissions to your agency what.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your um what's your, do you have an agent ID that I can?
[AGENT][NEUTRAL] Search for?
[CUSTOMER][NEUTRAL] Uh, I if I do, I don't know what it is.
[AGENT][NEUTRAL] OK, let me hold on just a second.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] What's the first, so it's [PII] or?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] And are you with what agency are you with?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What agency are you with?
[CUSTOMER][NEUTRAL] Cecil W. Powell and Company.
[AGENT][NEUTRAL] Yeah, so Cecil W andal and Company would have to create an agency account and then that is where the commission would get paid. I don't know, is that your agent.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So our our CFO is trying to create.
[CUSTOMER][NEUTRAL] Yeah, I see if I was trying to create an agency account and it wouldn't recognize the tax ID number.
[AGENT][NEUTRAL] OK, so Cecil with Cecil Wal and Company.
[AGENT][NEUTRAL] Do you know which tax ID they were trying to use?
[CUSTOMER][NEUTRAL] Yeah it's 5
[AGENT][NEUTRAL] I'm sorry, I
[CUSTOMER][NEUTRAL] 1095.
[AGENT][NEUTRAL] I lost you. I'm sorry, go start over.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what email address were they're trying to use?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So for [PII] and Company, the email address that is tied to this I believe is yours, [PII] and that's why they're receiving an error is because this email was already used for your broker account so we would need to have an email from um I believe you said this is it the COO who's trying to create this account for the agency.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII] would need to send us an email, um, and you can send it and CC him so that we can change this email address to his because that's why you're receiving the error.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and then
[CUSTOMER][NEUTRAL] Um, but I guess before I had been set up under the agency because I could see commissions before.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Didn't know that there would be a distinction on that, but.
[AGENT][NEUTRAL] So the only thing that we can do like moving forward with our new OSC is when we create the agency account with the correct email address then um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He can go in and add you as a user and then you would be able to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Access the agency.
[CUSTOMER][NEUTRAL] OK, so I, I went in and try and actually added him as a user under my.
[AGENT][POSITIVE] Sure, yeah, you can do that as well.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, so he, you know, I've already done that, but an agency account using his email address, so I need to send that to you.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And and that's it's it's [PII]?
[AGENT][POSITIVE] Yeah, that's perfect and then we can get that updated.
[CUSTOMER][NEUTRAL] OK, I'll send it. I'll copy him on it and uh.
[AGENT][POSITIVE] Perfect and then we'll let you know once we've done it and then we can start the agency process.
[CUSTOMER][NEUTRAL] If I can get
[CUSTOMER][NEUTRAL] ID number in that email as well.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, yeah, you, if you wanna put the tax ID number you can.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] OK, alright, let us know if we can help more but we'll get that done today and then we can do the agency.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course have a good day.
[CUSTOMER][NEUTRAL] All right, bye.