AccountId: 011433970860
ContactId: 63292d1d-3b1c-412d-9f1b-5843077ab370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390239 ms
Total Talk Time (AGENT): 258195 ms
Total Talk Time (CUSTOMER): 121592 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/63292d1d-3b1c-412d-9f1b-5843077ab370_20250617T17:33_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with the Fessler Agency in [PII], and I'm trying to get our commission statement. We got the email went to our account rep [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I can't get in there my login doesn't seem to be working um before.
[AGENT][NEUTRAL] Yeah, we updated our online service center so everybody's having to re-register for a new account um so you're trying to pull it on behalf of the broker?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK, what was the broker's name?
[CUSTOMER][NEUTRAL] The agency is the Fessler Agency broker's name is Case Fessler, mhm.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Please spell that last name sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] OK, so so I keep going to put an [PII] in there. I don't know why, sorry.
[CUSTOMER][NEUTRAL] So I well I'm actually new here. I was using the old um accountant's log in so should I do a create your OSC account here?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Well, it's not as simple as that. I wish it was. So let me, let me get her account up. Why am I not finding her? Hang on just a second. You said [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK, I thought I had that right the first time. OK, hang on.
[AGENT][NEUTRAL] I think I found if I just get to the right page and that.
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][POSITIVE] Yes, [PII] correct.
[AGENT][NEUTRAL] OK, got it. OK, OK, so let's see. So what's gonna, uh, hang on a second, let me look, she's got two tax ID numbers. Let me look under both of these real quick. So the thing is now is instead of having a username, your email address is now the username.
[AGENT][NEUTRAL] Um, so hold on, let me just look at I gotta see what emails.
[CUSTOMER][NEUTRAL] That's why my old login is not working, yeah.
[AGENT][NEUTRAL] Yeah, I mean, and I think she's she's gonna have to set up her accounts and then add you is how the new system is, but let me just look at her account real quick because we don't wanna mess up how she does it because she's gonna have to have two email addresses.
[AGENT][NEUTRAL] Do you have her account, so let me look under her other one. Give me just a second, pull up the agency account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, he's it's actually a he, and he's actually in [PII] for 3 weeks so we're trying to get this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Understood.
[AGENT][NEUTRAL] OK, that's our agency.
[CUSTOMER][NEUTRAL] But not the office manager here can log into his email if I need that to happen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, for, for my purposes, he's supposed to set up his own account for HIPAA and all of that, so I can give you the instructions and how you guys handle it, I guess that's how you handle it. Um, so the commissions are gonna be under from what I've been told, the commissions are gonna be under the agency account. Is that the account that you need you to log in under with the agency account to get the commissions?
[CUSTOMER][POSITIVE] Correct, mhm, yes.
[AGENT][NEUTRAL] OK, hold on one second. I need to pull up the old admin system. Give me just one second.
[AGENT][NEUTRAL] What? No, I asked for.
[AGENT][NEUTRAL] OK, here we go. OK.
[AGENT][NEUTRAL] Oh, the agency account as a broker account. Hang on just a second.
[AGENT][NEUTRAL] I only have two different accounts. It gets a little confusing on my end. I'll see 11 OK there we go.
[AGENT][NEUTRAL] Agency account here we go. OK, so yes, I did have it set up. OK, so the email address.
[AGENT][NEUTRAL] And the agency account is the [PII].
[AGENT][NEUTRAL] So technically, technically what needs to happen is he needs to set up his broker, his agency account, um, he'll have to go in and register as a new OSC and set it up with that email address and then delegate have it they go under manage users and then they can add whoever they need to have access under that.
[CUSTOMER][POSITIVE] Correct, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And one of the one of the things to note is whenever he does go log in, um, you'll go to our website, you go to our normal website at [PII] and you click the sign in, you go to create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he'll wanna click on the agency tab and when you go to the next screen, do not fill out anything that does not have a red asterisk. So for the agency they need the tax ID number and the email associated with it, which is what we just went over that email that C [PII] has to be that email address, and then after that it's gonna send a pin.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Once you get past that screen, it's gonna send a pin number to set up the account, um, to verify the account and then once you're logged in or or he's logged in, then he can delegate whoever he wants to have access to his account.
[CUSTOMER][NEUTRAL] Now this is [PII] or [PII] that has to do that.
[AGENT][NEUTRAL] This is [PII]. I'm showing the agency owner for the Fessler agency. I have his [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I will get um like I said he's out of the country at the moment so I'll get um our office manager she has access to get that all done so we'll get that all set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, or anything else you needed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well thank you so much for your help. No, but is there any way I can get a copy of just the current commission statement?
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] The current commission statement, yeah, for, uh, for May, yeah, I can get that sent over to you. I can request that to be sent over. Do you want? I'll send it to the [PII], um, email address.
[CUSTOMER][NEUTRAL] Without
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that where you want to go?
[CUSTOMER][NEUTRAL] Could you send it to the [PII] because I I have access to get that from from [PII] or she can send it to me like I said, he's out of the country so yeah yeah she's the one who set everything up.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I don't.
[AGENT][NEUTRAL] Yeah, I don't have her email address. I just have what's on his account, um, so, oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's OK, go ahead and send it to that and we'll, we'll figure out a way to get it.
[AGENT][POSITIVE] OK, perfect. OK, I'll do that. Was there anything else I can help you with? Alright, you're most welcome.
[CUSTOMER][POSITIVE] OK thank you so much.
[CUSTOMER][POSITIVE] No, that's it thank you OK all right bye.
[AGENT][NEUTRAL] Uh huh bye bye.