AccountId: 011433970860
ContactId: 636d7a4e-9289-4cc6-b47b-0031a0db2787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182539 ms
Total Talk Time (AGENT): 100978 ms
Total Talk Time (CUSTOMER): 89845 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/636d7a4e-9289-4cc6-b47b-0031a0db2787_20250610T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Combined Benefits Group down here in [PII]. How are you doing today?
[AGENT][NEUTRAL] Go on, I'm well. How are you?
[CUSTOMER][POSITIVE] Oh, living the dream, living the dream.
[AGENT][POSITIVE] Yeah, nice.
[CUSTOMER][NEUTRAL] So I got a I got a question for you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So I went in to the APL OCS.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I registered the agency.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][MIXED] Which is great except when I log in I don't see commissions at all.
[AGENT][NEUTRAL] OK, do you get commissions paid to you directly or do you get commissions paid to the agency?
[CUSTOMER][NEUTRAL] Commissions are paid to the agency.
[AGENT][NEUTRAL] OK, and did you go into when you're on your dashboard, do you see yourself and did you click on yourself?
[CUSTOMER][NEUTRAL] So I see one active agent, which is uh.
[AGENT][NEUTRAL] Uh huh, so click
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So click hopefully it's you.
[AGENT][NEUTRAL] And then um.
[CUSTOMER][POSITIVE] You are awesome, yep, I got it.
[AGENT][NEUTRAL] Yeah, there you go. Yeah, you just have to go click on your name.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Awesome. OK. I, I'm sure you're getting lots of calls like this, so thank you.
[AGENT][NEUTRAL] Yeah, no, you're OK. I will say that if you give if you are going to do your agent account now in the OSC that it is not going to like the same email address that you current that you used for your agency, so please be mindful of that. Yeah, yeah, it'll give you an error.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I noticed
[CUSTOMER][POSITIVE] I, I noticed that that's why I was like perfect. I was like, yeah, I don't know if I'm gonna set up the other one yet, um, for, for my for my individual one, can I give you a, can you look up and see what email address is tied to it? And let me give you a different email address so I can update it because I already know it's mine again, it's [PII].
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Will you, will you, can you, um, I can look it up but I'll need an email from you just for documentation purposes saying that you would like the email changed. How do you spell your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEGATIVE] And to be honest, since you have your agency account I really don't know why and you are the agency and the agent I don't know why you would need the.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The agent account because you're gonna see everything that you can on your agency account.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Other than
[CUSTOMER][NEUTRAL] It doesn't show me the so the only reason I have the individual one is it shows me the production numbers.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh got you OK.
[CUSTOMER][NEUTRAL] Where, but at the same time, it's, I really don't care. It's commissions is all I need. So, OK, I'm good. Well you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, did you, you said CRO, OK, OK, are you sure?
[CUSTOMER][POSITIVE] Yeah, yeah, no, I, I got it just gives me exactly what I mean, so we are good to go on that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, well if you change your mind then just send us an email and we can update your email address for your agent account and then we can get that fixed for you.
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][POSITIVE] No, awesome. That is perfect. I really do appreciate it. Thank you, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, yeah, have a great day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][NEUTRAL] Bye.