AccountId: 011433970860
ContactId: 5b499713-d025-44a8-a173-2fc7abb2f8b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 763140 ms
Total Talk Time (AGENT): 235292 ms
Total Talk Time (CUSTOMER): 201456 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/5b499713-d025-44a8-a173-2fc7abb2f8b7_20250619T16:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Streamline Enterprises Canopy Nation.
[CUSTOMER][NEUTRAL] And we got a commission statement and I normally could pull it using a user ID.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But now it's asking for the email and I don't remember when I set it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Whose email I use.
[AGENT][NEUTRAL] OK, so are you an agency or are you a broker?
[CUSTOMER][NEUTRAL] I'm with the broker's office.
[AGENT][NEUTRAL] OK, and who is the broker?
[CUSTOMER][NEUTRAL] For Miss [PII]
[CUSTOMER][NEUTRAL] And maybe we need to set up.
[CUSTOMER][NEUTRAL] A new account? I'm not sure.
[AGENT][NEUTRAL] Yeah, we did launch a new OSC on [PII] and sent out all communication to brokers that they would have to recreate their accounts.
[AGENT][NEUTRAL] Um, yeah, so you said [PII], correct?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have.
[AGENT][NEUTRAL] I don't have an [PII]. What um
[AGENT][NEUTRAL] Do you have an agent ID for her?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Bear with me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm looking at an old commission statement.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've got policy numbers, contract numbers.
[AGENT][NEUTRAL] Um, and you said, you said Orma Smith, S M I T H?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the agency, do you have an agency name?
[CUSTOMER][NEUTRAL] Streamlined enterprises.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It looks like that agent with you all is [PII] or [PII].
[AGENT][NEUTRAL] Oh, OK, that, that helps, um.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it has the agent name is Streamline Enterprises LLC DBA Canopy Mission.
[AGENT][NEUTRAL] OK, so in order to receive [PII]'s commissions moving forward, Streamline Enterprises would have to set up an agency account on our new um.
[AGENT][NEUTRAL] Online service center.
[AGENT][NEUTRAL] And then you would be able to find commissions for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how
[AGENT][NEUTRAL] So if you go, if you.
[CUSTOMER][NEUTRAL] Is there a certain way I need to do it?
[CUSTOMER][NEUTRAL] Um, I'm sorry.
[AGENT][NEUTRAL] Yeah, so if you, it's OK if you go to our um website.
[AGENT][NEUTRAL] And then you click sign in.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, on the bottom of the login screen it's gonna say create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do it as an agency.
[AGENT][NEUTRAL] Mhm I'm gonna do it as an agency and you're gonna hit next.
[AGENT][NEUTRAL] And then we're only gonna provide the agent or excuse me, the tax ID number.
[AGENT][NEUTRAL] And then the email address that's on file.
[AGENT][NEUTRAL] So do you have the tax ID?
[CUSTOMER][NEUTRAL] So the tax ID I have is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] I think it's my email that we've had [PII]
[AGENT][NEUTRAL] It is. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yup, it's yours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And continue.
[AGENT][NEUTRAL] And then it should move you to a screen that has you put your email address in again and then a verification code.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you're gonna do that you're gonna grab the verification code from your for your email.
[AGENT][NEUTRAL] And then you can set up your um passwords and on the bottom there's a couple of names or a couple spots for names if you'll just put your first name in there or your email address that's what we show kind of like um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not necessarily a user name but kind of like a user name if you will, so we know who has the account access.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK. Thank you so very much.
[AGENT][NEUTRAL] Of course, um you can once you log in if there's other people that need to have access to this account you can go um to settings and then you can add them you go to manage users and then you can add them to get commissions you'll have to go to your agent so you'll have groups on the left and agents on the right. If you click the box that says agents and then click into [PII]'s name, you will then be able to pull commissions for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can wait um if you wanna get all the way logged in and we can just make sure that you can see all that or?
[AGENT][NEUTRAL] Um, whatever works for you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] This claim not verified email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're getting that
[AGENT][NEUTRAL] Did you hit verify code underneath when you put your code in?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] It says change email address.
[AGENT][NEUTRAL] Change email address?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Where is it asking you to change?
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] OK agency, yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The code, it says that code is incorrect.
[CUSTOMER][NEUTRAL] And I'm just copied and pasted.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, did you make sure, yeah, I try to type it sometimes when you copy and paste you add a space to the end and that's what messes it up.
[CUSTOMER][NEUTRAL] Should I type it?
[CUSTOMER][NEUTRAL] And it just sent me a new code, so.
[AGENT][NEUTRAL] Yeah, it's gonna send you a new code every time you try to log in.
[CUSTOMER][NEUTRAL] It says email address is now verified.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can continue, so new password.
[AGENT][NEUTRAL] And then you can
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now we're cooking.
[CUSTOMER][NEUTRAL] So now it took me to log back in and it has you know.
[AGENT][NEUTRAL] Yes, and now you
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And then it says same code.
[AGENT][NEUTRAL] Yep, you gotta log back in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, now the dashboard's coming up.
[CUSTOMER][NEUTRAL] And it says active agent.
[CUSTOMER][NEUTRAL] And active groups and where do I go for the commission?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you'll go to active agents.
[CUSTOMER][NEUTRAL] His agent, OK.
[AGENT][NEUTRAL] And then you'll click on the name of the agent should be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should um bring you to your commission screen, commissions and production screen.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] And then you can um toggle through like what dates you need for it to be pulled.
[AGENT][NEUTRAL] And then if you scroll down a little bit, you should be able to see it once you've
[AGENT][NEUTRAL] Um, put in the date that you would need.
[CUSTOMER][NEUTRAL] OK, so the one that hit our account.
[CUSTOMER][NEUTRAL] It is for $1100.31.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Is there, what's the difference in 1 and 2?
[AGENT][NEUTRAL] Um, so period of one is gonna be the [PII] of the month, so the [PII], and then 2 is gonna be the [PII] or the [PII] or [PII] depending on how many days we have.
[CUSTOMER][POSITIVE] Gotcha. OK. Thank you so very much. I appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, of course, yeah, I hope you have a great day and call us back if you have any more questions.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Bye.