AccountId: 011433970860
ContactId: 4fa489e0-6b63-4022-a35c-3d80d19c9efa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222750 ms
Total Talk Time (AGENT): 143466 ms
Total Talk Time (CUSTOMER): 69598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4fa489e0-6b63-4022-a35c-3d80d19c9efa_20250324T18:34_UTC.wav
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[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling on behalf of Kyle Hanlon and Banning Benefits Group.
[CUSTOMER][NEUTRAL] I am trying to view our commission statements in the portal, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It currently says so I'm getting it right back up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There's currently like a gray box over where you would view the commissions and it says commissions are paid directly to the agency on record and then when I go into the email to look at the commission statement it doesn't let me view like a detailed report and um we're trying to get a detailed report like a breakdown of the commissions.
[AGENT][NEUTRAL] Yeah, so those, um, do you have our APL email address because those would actually go through our sales department, which is the department I'm in, and what it is is we have to get that email so that way we can save it to the file that you guys requested it and it's just for legal purposes and then that way I can send you the full detailed report with the breakdown of the entire commission statement.
[CUSTOMER][NEUTRAL] OK, and is there like is there a way to get access to that like monthly? We're trying to get.
[AGENT][NEUTRAL] Yeah, the only thing, um, so we do have another layer of security on the website. You can send, so what you would do is when you send it to me to say, you know, hey, we wanna get the commission statements for this time frame and then also at the bottom, you can also request to have level 3 permissions um added to yours and then that way you will be able to see that so that way it's not grayed out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Cause what it looks like is your permissions are just down one level. And if you just have, um, you could be like a boss or someone, you know, there they can just say, hey, I give her permission, you know, to do commission statements in full detail, and then I can just also add that security level for you. And then that way you can just be able to access those yourself every month and you won't have to be bothered with a gray bro you know, portion that you can't see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right. OK. That would be amazing. Do you mind providing me with the email address?
[AGENT][NEUTRAL] Yes. So our email is in, um, well, I was gonna say just let me know when you're ready, but I'm sure you're already ready. Um, the email address is going to be [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], so [PII], and you can just put like the group number or the group name, just something that way we know how to look it up and just basically the same thing you just told me, hey, I would like a full detailed commission statement for this group and also I would like to um get permissions to change my um access to a higher level that way I can do it myself.
[CUSTOMER][POSITIVE] Perfect. And will you be the one receiving that email or will it just kind of go to a general email?
[AGENT][NEUTRAL] Um, so it's
[AGENT][NEUTRAL] Well, it is, but the team is only like 4 of us, so if it's not me that's grabbing it, it's one of the 4 that's grabbing it and we all are specialized in the same thing so we all can kind of do the same request.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] And if you have any other questions, you can always give us a call back or you can even email that um email address and we'll call you back.
[CUSTOMER][POSITIVE] Perfect. Thank you. I appreciate it.
[AGENT][POSITIVE] All right, thanks a lot. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.