AccountId: 011433970860
ContactId: 53d51cdf-18c5-4b85-b1d9-377497bd45e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296579 ms
Total Talk Time (AGENT): 140266 ms
Total Talk Time (CUSTOMER): 113710 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/53d51cdf-18c5-4b85-b1d9-377497bd45e5_20250605T15:24_UTC.wav
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[CUSTOMER][NEUTRAL] Why do they keep showing this address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] If you all this yeah.
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, good morning. My name is [PII]. I'm calling from the risk management group. I am calling because I currently have access to um your website, but I do not have access to retrieve the commission statements as well, I need to update the agent's address.
[AGENT][NEUTRAL] It's yeah, that's where the.
[AGENT][NEUTRAL] Um, are you underneath the agency or the broker account?
[CUSTOMER][NEUTRAL] Um, the risk management group, um, you're needing.
[AGENT][NEUTRAL] So you're under the agency. So did you click agent on the left hand side?
[CUSTOMER][NEUTRAL] Give me 1 2nd, please.
[CUSTOMER][NEUTRAL] Oh, sorry, agents.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] So thanks
[CUSTOMER][NEUTRAL] Where am I supposed to find this?
[AGENT][NEUTRAL] So on the left hand side under dashboard it says agents. You click that and then you click a person's name and then it says commission.
[CUSTOMER][NEUTRAL] And what is it that you're needing?
[AGENT][NEUTRAL] Um, I'm not needing anything. I thought you were gonna click on agent and click what agent.
[CUSTOMER][NEUTRAL] Right, but the address, the mailing address for [PII] needs to be updated.
[AGENT][NEGATIVE] Uh, no, no
[AGENT][NEUTRAL] OK, I thought you were asking me about how to get emissions first.
[AGENT][NEUTRAL] So you, you're, you're done with that question and you want me to go to updating the address now?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, commissions by month.
[CUSTOMER][NEUTRAL] OK, now I see the commission, sorry.
[CUSTOMER][NEUTRAL] Um, yes. Oh, it says error. There is an error processing your request. If the error persists, please contact customer service.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm not able to retrieve the commission statements.
[AGENT][NEUTRAL] And you refresh the screen and try to rega but
[CUSTOMER][NEUTRAL] It says total commission, OK. Mm.
[CUSTOMER][NEUTRAL] Show list.
[AGENT][NEUTRAL] And for the address change, you have to send that again.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] For the address change, you will send that in the email so we can yeah yeah yeah yeah yeah you will send an email to [PII] requesting a change.
[CUSTOMER][NEUTRAL] Where would I fill that out?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What address do you have on file?
[AGENT][NEUTRAL] Well, I would I would try that all I it's not.
[AGENT][NEUTRAL] I hadn't even looked up an address because I knew that I couldn't change it, so I didn't even try to. I didn't even look up an address, so I, because I knew I couldn't change it, so I didn't even try to look it up. So what's the person's name so I can look it up and tell you what address we have.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] I can barely hear you. You sound very far away.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] right now
[AGENT][NEUTRAL] Let's keep.
[AGENT][NEUTRAL] And how are you spelling.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh, never mind, um, so the address that I have for [PII] is.
[AGENT][NEUTRAL] I have two different ones. I have [PII] and I have [PII].
[CUSTOMER][NEUTRAL] No, the [PII], that address needs to be changed.
[AGENT][NEUTRAL] OK, can you send that in an email?
[AGENT][NEUTRAL] Address changes need to be in the email.
[CUSTOMER][NEUTRAL] OK, um, let me do a screenshot. What email address would I have to send this to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What is the rest? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM public.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And I'm needing to retrieve the commission statements. Um, I'm not able to view the commission statements. It says total commissions and then it has.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Can you put it in the email as well.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you put that in the email as well?
[CUSTOMER][NEUTRAL] Click where?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can you put that in your email? So the email that you're sending about the address change also includes that you need the commission statements because you're unable to pull them.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. Thank you.