AccountId: 011433970860
ContactId: 6848edb2-5259-4872-9163-7c9b00e96f07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374089 ms
Total Talk Time (AGENT): 132409 ms
Total Talk Time (CUSTOMER): 146665 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6848edb2-5259-4872-9163-7c9b00e96f07_20250624T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with CI Benefits and Insurance Services. Excuse me, and we're having trouble getting onto the website. Um, it's asking now for an email address, and we never used one before, so I tried the couple and it sent me a code and then I say verify code and it says the code's verified and then but it still won't let me log in so I'm trying to figure out how to get into the website.
[AGENT][NEUTRAL] OK, and are you trying to log in as the agent or the agency?
[CUSTOMER][NEUTRAL] Agency to get our commission statement.
[AGENT][NEUTRAL] OK, yes, we're, we are aware of the situation. What happened was there was some code missing.
[AGENT][NEUTRAL] And so IT has pulled that part of the OSC down just temporarily to fix the code.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what is the name of your agency again?
[CUSTOMER][NEUTRAL] It's CIz CBIZ Benefits and Insurance Services.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So maybe you could tell me which email address I should use.
[AGENT][NEUTRAL] None of them, it won't work right now. We've, we've com yeah, we've completely taken it that part of the OSC completely down just temporarily while we're fixing it. um, so what, what commission statement are you looking for and I might be able to help you out.
[CUSTOMER][NEGATIVE] None at all. It won't work at all. OK. OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, I, of course, they didn't give me that information. Uh, let's see, uh, blah, blah blah.
[AGENT][NEUTRAL] Are you trying to match the dollar amount?
[CUSTOMER][NEUTRAL] Uh, whatever is the most current statement, she, she's saying no, she's just saying I can't get on the website, hm.
[AGENT][NEUTRAL] OK, so it would be.
[AGENT][NEUTRAL] It's 1 through 15.
[AGENT][NEUTRAL] OK, let me see just one moment please.
[AGENT][NEUTRAL] And you don't have the dollar amount of the commission.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Let's see, let me see if I can.
[CUSTOMER][NEUTRAL] Send her a message.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Yeah, I don't even use the website. I'm just a silly one that got them set up and.
[CUSTOMER][NEGATIVE] You know I'm like the administrator and no one can figure anything out for themselves so.
[AGENT][NEUTRAL] Oh, I, I get it. I get it.
[CUSTOMER][NEGATIVE] And then they give me all, they give me limited information.
[CUSTOMER][NEUTRAL] Here, just fix it, [PII]. We don't know what.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the magic number is, right?
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And I have like 190 days left and I'm leaving to retire and I'm like, someone needs to figure this stuff out. Someone needs to learn this, you're not gonna be able to get statements at all.
[AGENT][POSITIVE] Well, good for you on the retirement though.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][POSITIVE] I said good for you on that retirement.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Yes, yes, I cannot wait, cannot wait, cannot wait.
[AGENT][NEUTRAL] Can you hear me OK?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Well, of course, she's not responding.
[AGENT][NEUTRAL] OK, so here's what I can do.
[CUSTOMER][NEUTRAL] Um, can we just email [PII] and and ask for the statement?
[CUSTOMER][NEUTRAL] How about we just wait like a day and probably can get online.
[AGENT][POSITIVE] Yes, let's see what we've got here.
[CUSTOMER][NEUTRAL] Do you need our tax ID?
[AGENT][NEUTRAL] I've got the tax ID.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to see.
[AGENT][NEUTRAL] It looks like the total is only 5457.
[AGENT][NEUTRAL] And I can send this to you, yeah, the tax ID I'm showing ends in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me send you this is the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, she just responded [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, that's what I've got.
[AGENT][NEGATIVE] And of course my system is locking up on me while I'm trying to do this for you.
[AGENT][NEUTRAL] Kind of the way my day is going so far.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] While I'm waiting for that, [PII], what is a good email address for me to email this to?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, it looks like my computer is completely locked up, so I'm gonna try and do a restart and as soon as I get myself back up and running, I will email that to you, OK, [PII]?
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks so much for calling. Hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.