AccountId: 011433970860
ContactId: 6cbd7315-e735-43cb-81a5-57c63d60601d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280109 ms
Total Talk Time (AGENT): 141282 ms
Total Talk Time (CUSTOMER): 78602 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6cbd7315-e735-43cb-81a5-57c63d60601d_20250623T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey [PII], now we just tried AP uh APL, um.
[CUSTOMER][NEUTRAL] My name is [PII] here. I'm a broker, and we are, we had a
[CUSTOMER][NEUTRAL] Our CFO left and he managed all of our um.
[CUSTOMER][NEUTRAL] Mission recordings.
[CUSTOMER][NEGATIVE] And so we're trying to re go back and set up passwords and accounts and logins and I have a old username listed but we try to log into APL full commission reports it's requiring an email and it says it doesn't recognize me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, [PII], what is the agency that you um are referring to?
[CUSTOMER][NEUTRAL] Could you help me?
[CUSTOMER][NEUTRAL] It's Jeffcoat and [PII], yeah, [PII] and [PII].
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Yeah, J [PII] F F C O A T.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there do you have anything saved in the folder for BSP?
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] For VSP?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] No sorry I was talking to someone else.
[AGENT][NEUTRAL] Oh no you're good. I am not seeing an agency named as Jeffco and Jeffco, is it a group name?
[CUSTOMER][NEUTRAL] No, that's definitely our agency name.
[AGENT][NEUTRAL] OK, [PII], what is your last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And are you an agent?
[CUSTOMER][NEUTRAL] Yeah, I'm a practice leader for the dentist.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I was able to find you.
[AGENT][NEUTRAL] Oh, [PII] is not there's not a space in between. That's why I didn't pull up.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] I have good news and bad news. Good news is even though your CFO left, it looks like you are the primary contact on there so you are able to recreate the account.
[AGENT][NEUTRAL] Um, with, so you are able to set up a brand new account. We, we, um, redid our portal recently about maybe 4 weeks ago, and, um, so everyone is having to recreate a new username and log in, um, because all of the old ones are null and void. The bad news is the agency, um, we're we're having technical issues with the agency on our website right now so it will be down this week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you won't be able to create that agency account this week, but we would be able to send you your commission statements if that's what you're looking for, um, until that's back up and running.
[CUSTOMER][POSITIVE] Yeah, can you send me, yeah, if you could send me commission statements and then when it is back up and running instru instructions on where I need to log in to recreate it, that'd be great.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, if you, um, just the normal log in website, it will just say create a new account or create your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'll just create a new one from scratch, OK.
[AGENT][NEUTRAL] Yeah it just says create your OSC account and then you'll fill in your information personally um and since it's it's registered under you you should have all the information um but in regards to your commission statement are you just wanting the past commission statement that was ran?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just for the just for the month of May, the commission statements for the month of May.
[AGENT][NEUTRAL] OK, yeah, absolutely I can send that over to you. Um, it looks like the email I have on file is [PII]. Is that still a good email to send that to?
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII] [PII], there's no S on the end of [PII], is that correct?
[AGENT][POSITIVE] Yes, yes. Yes, sir.
[CUSTOMER][NEUTRAL] OK, yeah, then that's, that's right, yeah.
[AGENT][POSITIVE] OK, perfect. Give me about 20 to 30 minutes to pull those commission statements and you should have it shortly, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Of course, yeah, you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][NEUTRAL] Bye bye.