AccountId: 011433970860
ContactId: 6e2b3662-5d35-48ab-b805-b16441f81f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488910 ms
Total Talk Time (AGENT): 80509 ms
Total Talk Time (CUSTOMER): 182750 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6e2b3662-5d35-48ab-b805-b16441f81f11_20250605T14:57_UTC.wav
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[AGENT][NEUTRAL] APL is.
[CUSTOMER][NEUTRAL] Yes, hi, this is, uh, [PII] calling from Cony Inc. How are you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hi, how can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because we're logged in online.
[CUSTOMER][NEUTRAL] And can't find the commission statements we're looking for.
[AGENT][NEUTRAL] Are you log in as a worker or any kind of.
[CUSTOMER][NEUTRAL] I'm having trouble hearing you. Can you hear me now?
[AGENT][NEUTRAL] Are you working as a broker or agency?
[CUSTOMER][NEUTRAL] No, I'm a user. I was added as a user by the broker and I'm trying to obtain the commission statement.
[AGENT][NEUTRAL] your account.
[CUSTOMER][NEUTRAL] Yeah, on my account.
[AGENT][NEUTRAL] So I was just trying to make sure you're not logged in under the agency account, you're logged in under the broker, yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can't see commission statements under the agency account either, but.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The dashboard there.
[CUSTOMER][NEUTRAL] And and we have two commissions we.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Are the are the commissions paid to the agency?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I'm a user under the agency, you know, I was added as a user this morning.
[AGENT][NEUTRAL] Because you just told me you were under the broker account. So are you under the broker account or the agents? That's two different things.
[CUSTOMER][NEUTRAL] I'm under the user account because I'm an administrator for the broker.
[AGENT][NEUTRAL] OK, so you need to log into the agency, and then you can pull the statements that they are paid to the agency. You're not gonna be able to see it they're not paid to the.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, even
[CUSTOMER][NEUTRAL] OK, even when we log in under the agency's login that we created a new log in for that today?
[CUSTOMER][NEUTRAL] We cannot see the commission.
[AGENT][NEUTRAL] So did you click on agents underneath the you look clicked on their agents on their dashboard.
[CUSTOMER][NEUTRAL] Or the groups.
[AGENT][NEUTRAL] Did you click under agents under the dashboard?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, we did that too and it just shows the agency information.
[CUSTOMER][NEUTRAL] My agents?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So right now you're logged in under the agency and you're looking at agents.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, no, I, you give me a moment to log off.
[CUSTOMER][NEUTRAL] And log back in for the agency.
[CUSTOMER][NEUTRAL] But where would you find the commission statements?
[AGENT][NEUTRAL] It was the younger agent, correct.
[CUSTOMER][NEUTRAL] Under agents
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm, I'm like taking an hour to get through this so far.
[AGENT][NEUTRAL] Yeah, [PII]:15.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] Now I gotta wait for the verification code.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Waiting.
[CUSTOMER][NEUTRAL] How, how it's very quick, the verification code, like you have like 2 minutes. Is that correct?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] From the time you receive, they email you the verification code. Do you know how long it it's valid for?
[CUSTOMER][NEUTRAL] It seems to be minutes.
[CUSTOMER][POSITIVE] Like it's very fast.
[CUSTOMER][NEGATIVE] I'm still not getting the verification code.
[CUSTOMER][NEUTRAL] Can you hold on a second.
[CUSTOMER][NEUTRAL] Just I'm on the line, hold on.
[CUSTOMER][NEUTRAL] Hello? OK, got the verification code.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She hung up on me. Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, so I go under agents.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And, and where would I find the commission statement?
[AGENT][NEUTRAL] So when you click agents, does it give you a list of agents?
[CUSTOMER][NEUTRAL] It it shows um Condi Inc.
[AGENT][NEUTRAL] Is that what you're looking for?
[CUSTOMER][NEUTRAL] That's the agency?
[AGENT][NEUTRAL] OK, so when you click on it, does it not pull up a chart underneath and says mission statements?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, so you have to click, click on the name. Now I see it. Thank you.
[CUSTOMER][NEUTRAL] I can see um the commissions and then uh.
[CUSTOMER][NEUTRAL] I need to print out the statement.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Commissions by month show list.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So let me see.
[AGENT][NEUTRAL] Yeah, I, I
[CUSTOMER][NEUTRAL] I had 2 commissions that came in for May.
[CUSTOMER][NEUTRAL] Let's see one.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] It's working, hold on.
[CUSTOMER][NEUTRAL] It's just spinning and spinning but not really doing anything so should I go into production? Oh, OK, now I went to my downloads. Let's see what I find.
[CUSTOMER][NEUTRAL] Got the statement.
[CUSTOMER][POSITIVE] See if this is the correct one. Yes, thank you, appreciate it.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] We finally were able to get the commission statement.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.