AccountId: 011433970860
ContactId: 6fb482cc-0714-4bdf-b9f2-2ff0ca255792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230000 ms
Total Talk Time (AGENT): 115225 ms
Total Talk Time (CUSTOMER): 121752 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6fb482cc-0714-4bdf-b9f2-2ff0ca255792_20250624T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I work for assured Partners AP Benefit advisors, and I know that you have a new OSC login to pull commission statements, and I am not able to get into it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, if it's at the agency level we're having a technical issue that's currently being worked on so you're not able to get into that site just yet. Let me pull up hold on just a second. You said you're with Assured Partners.
[AGENT][NEUTRAL] Let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yes, there's a whole bunch of us.
[AGENT][NEUTRAL] Yes, yes, I'm sure. What tax ID number? OK, OK.
[CUSTOMER][NEUTRAL] Um, hold on one second. Let me just
[CUSTOMER][NEUTRAL] OK, so let me just figure out which one I'm pulling for and then the tax ID number, so I need to go get my check sheet, my cheat sheet, and I'm not even sure which one it's under. So it may be a little bit of a challenge.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I can.
[AGENT][POSITIVE] Yeah, OK. Yeah, no problem.
[CUSTOMER][NEUTRAL] Where is my nifty cheat sheet? It's.
[CUSTOMER][NEUTRAL] Um, and if not I'll have to have another team member call you back.
[AGENT][NEUTRAL] That's OK. No, there's a whole bunch of them. OK.
[CUSTOMER][NEUTRAL] I think I found it.
[CUSTOMER][NEGATIVE] Yeah, um, no, this is the wrong notebook.
[CUSTOMER][NEGATIVE] Well, the other problem is, is that there's people new working in the system, so there's a lot of manipulation of things recently that is not too good. This is really crazy that I can't find my cheat sheet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Is it the, is it the June statement that you're needing?
[CUSTOMER][NEUTRAL] So I'm needing two of them and I'm not exactly sure so I know our number starts [PII] and it ends in something else so I do have a few other places I can look for, but I'm looking for two statements that would have come out in June, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let's have to be able.
[AGENT][NEUTRAL] We only have the first statement for June I think let me see if the second one came out yet. Yeah, we just have the first part of June at the moment unless you're needing like the end of May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, it may be so one is in the amount of 12, 115.
[AGENT][NEUTRAL] 120, 115. OK.
[CUSTOMER][NEUTRAL] And one isn't, yeah.
[CUSTOMER][NEUTRAL] The date on both is [PII].
[AGENT][NEUTRAL] Hang on just a second. The deposits would have been on [PII], so it's possible that there could be, yeah, I have one for 12118. What's the other one? The amount on the other one.
[CUSTOMER][NEUTRAL] 27346
[AGENT][NEUTRAL] Let me pull that one just a second.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Yep, got that. Where do you want me to email this to?
[CUSTOMER][NEUTRAL] OK, can you email them to me? It's just [PII].
[CUSTOMER][POSITIVE] [PII] that'd be awesome. Do you know like when or what?
[AGENT][NEUTRAL] My partner.
[CUSTOMER][NEUTRAL] Well I'll let you finish.
[AGENT][NEUTRAL] Um, I, I see him in the system, so I just have to get them requested. Um, let me see what I got the tax ID number on this. Hang on just a second. Let me see what this call center.
[CUSTOMER][NEUTRAL] So it's it's probably starts 307 something and I can pull it up. I mean I'm not that bad. I need to put.
[AGENT][POSITIVE] Yeah, no, it's fine. I've got it in front of me. I can actually see it, so we're good. That's OK. Hang on just a second.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Yeah, 7123 a second.
[AGENT][NEUTRAL] Sure Partners Capital DPA benefit advisors. It says Joie blocks on there. So yeah, um, yeah, let me get the, I have to, that's OK. That's just who we see in the system, but um, yeah, I can email these over. It's just gonna, I'll have to generate the statement and everything and then we can send it over to you today.
[CUSTOMER][NEUTRAL] Uh, 3, yeah, OK.
[CUSTOMER][POSITIVE] Awesome. I really appreciate it. Thank you so much. Have a great day, [PII]. Bye and happy summer, I guess, right?
[AGENT][POSITIVE] Yeah. Yeah, no problem. You're most welcome. You have a great day. You too. Yes, yes, it's hot, for sure.
[CUSTOMER][NEUTRAL] Yeah, thanks. Bye-bye.
[AGENT][POSITIVE] Yeah, thank you, bye bye.