AccountId: 011433970860
ContactId: 41a0de2b-bd76-4fa9-be16-7113651441f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1331800 ms
Total Talk Time (AGENT): 397651 ms
Total Talk Time (CUSTOMER): 447374 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/41a0de2b-bd76-4fa9-be16-7113651441f5_20250212T20:20_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], it's [PII] from Brown and Brown Insurance Company. I'm looking for direct bill commission statement. We received a check and we don't have access. I spoke with somebody and they said that [PII] has access, but he doesn't know the user name or something. Maybe you can help me with the statements.
[AGENT][NEUTRAL] OK, so you need statements for commission but you're trying to log in or somebody doesn't know the password is that what you're saying?
[CUSTOMER][NEUTRAL] No, whatever I get information for American public right they said the [PII] has access on portal, but he doesn't remember the user ID or something and he's not in the office. He's out of country.
[AGENT][NEUTRAL] And who is the agent?
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Who, what's the last name of the agent?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Maybe the tax ID is gonna help you.
[AGENT][NEUTRAL] And they're saying that he does have.
[AGENT][NEUTRAL] Access or somebody is saying that they have access.
[CUSTOMER][NEUTRAL] Yeah, some
[CUSTOMER][NEUTRAL] Somebody from APL said that he has the access but he doesn't remember anything and he's not in the office he's out of country.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Where are you, where is the brown and brown?
[AGENT][NEGATIVE] Where are you guys out of? Oh my gosh, why is my computer not working?
[CUSTOMER][NEUTRAL] The uh Brown and Brown Roses, New [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, I do see that [PII] has access um what we can do to make this easier because I know that you have like called a lot about this and I've seen some emails we can email um [PII] and we can ask to give you access to this so that you can have your own username and password that might be easier, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's, uh, yes, yes.
[AGENT][NEGATIVE] Yeah, it's, um, I, I hate that you're
[CUSTOMER][POSITIVE] If you do, that will be great.
[AGENT][NEUTRAL] Yeah, he that you're calling back and forth on this, um.
[CUSTOMER][NEGATIVE] I know, but nobody help. That's why I need to call and the APL sales team give me this phone number, so I, that's why I'm calling again and I think.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] What's, what's your email?
[CUSTOMER][NEUTRAL] When I have that access.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK, I found you. OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] If you are able to provide me [PII] statement [PII].
[CUSTOMER][NEUTRAL] For 9592.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first name is [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, can you please give us permission to set up um with a.
[AGENT][NEUTRAL] Username and.
[AGENT][NEUTRAL] Password to at.
[AGENT][NEUTRAL] statements.
[AGENT][NEUTRAL] OK, so I just sent the email and you are CC[PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, once he gives us permission.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] We can go in there and give you your own, so that will be helpful.
[CUSTOMER][POSITIVE] OK, that will be great. I like when I have my own username, so I'm going to [PII] too. That's much easier for me than spend hours, hours, couple of times to get the statements.
[AGENT][POSITIVE] Yes, I don't have to. Yes. Yes.
[AGENT][NEUTRAL] Yes, OK, so we're talking about November now.
[CUSTOMER][NEUTRAL] [PII] [PII] for 9592.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, where is my November?
[AGENT][NEUTRAL] When was it um, does it say when it was processed or does it just say [PII] because.
[CUSTOMER][NEUTRAL] Uh, just say [PII] commission adjustment GRP 23949.
[AGENT][NEUTRAL] And it's for 95. What did you say?
[CUSTOMER][NEUTRAL] 9592.
[AGENT][NEUTRAL] 9.
[AGENT][NEUTRAL] Um, I, for whatever reason, I'm not seeing November at all, so this is kind of weird.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cool, maybe it's October. I don't know.
[AGENT][NEUTRAL] I just, yeah, I just looked at October. That's where I was at.
[AGENT][NEUTRAL] November
[CUSTOMER][NEUTRAL] Because we are not receiving the uh every month of the commission from APL. I don't remember that we received before.
[AGENT][NEUTRAL] I see.
[AGENT][NEGATIVE] Yeah, unfortunately I'm not finding 9592 and.
[AGENT][NEUTRAL] It's an adjusted amount correct? so it was on a different bill and it's saying like a prior to date or something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like it was on a, like a December bill and it's 9592 is like a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, we have like beginning balance 3703. Then we have commission on 1013 and group 23 949 [PII] [PII] commission adjustment 9592, the 3 different amount.
[AGENT][NEUTRAL] OK, so, but so the 9592 isn't gonna have its own commission like.
[AGENT][NEUTRAL] It's the, I, I can't see it right now, so I'm not 100% what it looks, what it looks like, but it should have they should all be a negative number, and the one that's at the bottom.
[CUSTOMER][NEUTRAL] It's all of them, yeah.
[AGENT][NEUTRAL] Yeah, at the bottom.
[CUSTOMER][NEUTRAL] Yes, all of them are negative.
[AGENT][NEUTRAL] OK, yeah, so at the, the, the, the
[AGENT][NEUTRAL] The very bottom number should be what he's paid. The 9592 is gonna be like I'm not 100% sure how to word it because I'm not like I don't pay the commissions or in the commission department, but that you're not gonna ever find that number being its own bill, if you will.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because the total of the check is 143.08, and that amount is negative also.
[AGENT][NEUTRAL] Yeah, the negative amount that negative is our positive. I don't know why it looks like that, but that's what the 140 something is what he gets paid.
[CUSTOMER][NEUTRAL] Going couple, yeah, I have got.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so the $95 is not ever going to be something that you'll see. I can't pull a commission statement for that.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][POSITIVE] Oh my god, because I need to approve everything.
[CUSTOMER][NEUTRAL] Every entry needs to be approved with the statement support paper with a check when I have the audit group, I need to approve what I did.
[AGENT][NEUTRAL] Yeah, I don't know how to um
[AGENT][NEUTRAL] I mean that
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] If [PII] give me permission to have doctors so they think I'll be able to pull all statement whatever I need?
[AGENT][NEUTRAL] Well, you'll be able to find statements but it doesn't necessarily mean that the 9592 is gonna be in there though because it wasn't represented you might, you might see it's not represented as a check if that makes sense so like we can't give a commission statement for something that wasn't paid out to a broker.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So you might be able like it might be in there. I don't I can't log into his OSC to see that um but you'll have every commission statement from the [PII] through the [PII] and then like the [PII] through the [PII] or [PII], whatever, however many days are in the month, so you will be able to see that, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, hopefully he will um
[CUSTOMER][NEUTRAL] I hope
[AGENT][POSITIVE] Hopefully he will, yeah, like he'll OK this um pretty soon and then that way we can get you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Oh, he just, he just sent the email, of course.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] Oh, he did like he approved it, or, oh, here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, yes, yeah, I just received the email.
[AGENT][NEUTRAL] OK, hold on a second.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] I just felt, of course.
[AGENT][NEUTRAL] 11158 so manage users 11158.
[AGENT][NEUTRAL] Brown and Brown Metro LLC new username.
[AGENT][NEUTRAL] Where are you? OK, let's see.
[AGENT][POSITIVE] You got it quicker than I did cause I
[AGENT][NEUTRAL] Came through right as we were about to say. OK, [PII]
[CUSTOMER][NEGATIVE] I, I, I was shocked.
[AGENT][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII], right?
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] [PII] [PII] [PII], correct?
[AGENT][NEUTRAL] Is that your last name?
[CUSTOMER][NEUTRAL] [PII] [PII] this is the last name, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can put my email address like user ID.
[AGENT][NEUTRAL] Uh, we typically do, so I did put your
[CUSTOMER][NEUTRAL] If if you need.
[AGENT][NEUTRAL] There's your email typically we do.
[AGENT][NEUTRAL] I wonder if I can. I don't know. I've never tried to do somebody's email address so let me see.
[CUSTOMER][NEUTRAL] Or you can put whatever you think is gonna work.
[CUSTOMER][NEUTRAL] And you're gonna send me the email so I I get.
[CUSTOMER][NEUTRAL] Try to log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's not, let's see.
[CUSTOMER][NEUTRAL] [PII], if you need time, we can hang up, finish whatever you finish you get approval then send me email with all information link for.
[CUSTOMER][NEUTRAL] APL so I can try to log in.
[AGENT][NEUTRAL] Yeah it'll be so as soon as I save this here we go it should send you it would I was just trying to get the username the way that it wanted to accept it so it you should have an email from us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it should see you should see where um I set you up with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A username and then you create the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just when I log in with the user, I'm gonna send forgot the password so I can create the password.
[AGENT][NEUTRAL] And then you should
[AGENT][NEUTRAL] It should. I don't know exactly what it looks like on your side, but it should have you create a password because I have not created you a password I just created you a user name.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I received the temporary password.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] that username, what is the username? The username is [PII] OK, let me go.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And make sure that the [PII] are uppercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me go to click here.
[CUSTOMER][NEUTRAL] Username.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can I cut and paste the temporary password or I need to type?
[AGENT][NEUTRAL] Uh, try to paste it.
[CUSTOMER][NEUTRAL] Yeah, that's why it's so such a long.
[CUSTOMER][NEUTRAL] OK, let me face.
[AGENT][NEUTRAL] Oh, the temporary password is, yeah, must have created it.
[CUSTOMER][NEUTRAL] Yeah, the temporary they they send me the temporary password, OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now I need to submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they said.
[CUSTOMER][NEUTRAL] The invalid username or password.
[CUSTOMER][NEUTRAL] OK, let's go back. [PII], the username is correct. Let me type the temporary password.
[CUSTOMER][NEUTRAL] OK, quotation mark.
[CUSTOMER][NEUTRAL] 8. Let's see.
[CUSTOMER][NEGATIVE] I don't know the temporary password doesn't work.
[AGENT][NEUTRAL] The temporary password doesn't work?
[CUSTOMER][NEUTRAL] Yeah, let me try one more time. I tried to copy and paste.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But OK, let me try one more time.
[CUSTOMER][NEUTRAL] And I typed it's such a long temporary password.
[CUSTOMER][NEUTRAL] One more time, maybe I miss something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh looks like I log in. OK, new password. Do you have, uh, how many characters need to be up?
[CUSTOMER][NEUTRAL] Or doesn't matter.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I don't think it matters. It will tell you though if it's not accepted, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, 8 characters, OK.
[CUSTOMER][NEUTRAL] How can I put the phone number and everything next.
[CUSTOMER][NEUTRAL] OK, commission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, now I'm under my compensation.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then in the top I need to change whatever I need.
[CUSTOMER][NEUTRAL] Yeah, I'm not
[AGENT][NEUTRAL] Yeah, it should have, you should be able to see dates of when you need to pull it.
[CUSTOMER][NEUTRAL] That is like my commission from.
[CUSTOMER][NEUTRAL] To February.
[CUSTOMER][NEUTRAL] Whatever I need, I can change and see the commission then I have the blue box say 106 or 5, 10605.
[CUSTOMER][POSITIVE] OK, I'm gonna figure out if I have some issue I'm gonna give you a call. Thank you so much for your help.
[AGENT][POSITIVE] Yeah, of course, yeah, give me a call if it's if you have any questions, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, enjoy your day.
[CUSTOMER][NEUTRAL] Uh you too.
[AGENT][POSITIVE] Thanks. Bye.