AccountId: 011433970860
ContactId: 58a2684c-bae9-4d7c-908c-6560a4e6287c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443529 ms
Total Talk Time (AGENT): 143469 ms
Total Talk Time (CUSTOMER): 129500 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/58a2684c-bae9-4d7c-908c-6560a4e6287c_20250617T12:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. Um, I, um, just got a new, uh, OK, I, you changed your system and I created a new account yesterday. Uh, we created and, but I don't see anything where a group is or anything, it says 0 groups, and I have one, I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And [PII], what's your last name so I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] is the agent and I'm authorized to get information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now did you set up [PII]'s broker account or his agency account?
[CUSTOMER][NEUTRAL] Agency, I think.
[AGENT][NEUTRAL] OK, under the agency account you you won't see the groups um he needs to create a broker account.
[CUSTOMER][NEUTRAL] It should have been broken?
[AGENT][NEUTRAL] And let me check and see if he can do that because right now we have, let me check his email address on the agency account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But should I, should I have done an agent instead of an agency?
[AGENT][POSITIVE] Um, yes, but I think I can tie them together. So give me a second here and I think I'll have everything fixed for you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Because right now I just see that you set up um the agency account.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] So let me
[CUSTOMER][NEUTRAL] And I am set up as a, as a
[CUSTOMER][NEUTRAL] Access to everything, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] You see me sitting up there still here? OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, what I did is I linked um Oscar's broker account to his agency tax ID. So what I want you to do is log out and log back in and you should see the group's pop you should be able to now see groups.
[CUSTOMER][NEUTRAL] OK, log in.
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] 574-526
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] OK, you groups.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Lower reach. Perfect. I see it. Thank you so much. So now, where do I get commission statements now?
[AGENT][NEUTRAL] Are you
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] Um, you should see it under the agency, um, like where you see agents, you should be able to see it. It'll pull up like Oscar's agency and then you'll scroll down and be able to see it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I see the agency, I see Oscar when I go to agents.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then where?
[AGENT][NEUTRAL] If you see the agency, stay on the agency screen. Um, that is where you would see it and you'll see like a graph.
[AGENT][NEUTRAL] That has production and then there should be um.
[CUSTOMER][NEUTRAL] Do I click on the agent?
[CUSTOMER][NEUTRAL] For the agency?
[AGENT][NEUTRAL] Under the agency.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] Let me, let me get there on my end. Let me see if I can get there.
[CUSTOMER][NEUTRAL] Am I supposed to click on the agent?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] If you see the agency name at the, do you see the agency name at the top, Oscar Salorio and Associates.
[CUSTOMER][NEUTRAL] Um, I see on the left APL dashboard agent, etc. on the, on the sent I see my agent, and then I see, you know, search, and then Oscar Corian Associates and underneath Oscarelorio.
[AGENT][NEUTRAL] OK. Do you see like halfway down like a graph?
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][NEUTRAL] OK, let me see if I can send you some documents on how to move around the account to where you can pull the commission statement, uh, OK, what is, what's a good email address?
[CUSTOMER][POSITIVE] Oh, that would be good.
[CUSTOMER][NEUTRAL] Um, mine would be [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] [PII]. Yeah, give me just a few minutes and I'm gonna send you like some screenshots of how to maneuver.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much, [PII].
[AGENT][POSITIVE] Oh, not a problem, [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. OK, bye.
[AGENT][NEUTRAL] Mm bye-bye.