AccountId: 011433970860
ContactId: 7175ae27-7ae5-4b65-8614-13611c532ab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657979 ms
Total Talk Time (AGENT): 163091 ms
Total Talk Time (CUSTOMER): 138219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7175ae27-7ae5-4b65-8614-13611c532ab9_20250519T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Good afternoon. [PII], you're speaking with [PII], and the question that I have is I, I'm an agent with APL and I'm trying to find out my latest commission.
[CUSTOMER][NEGATIVE] From APL I tried to log in somehow the the system is not allowing me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know what you have for my username and password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So uh let's let's.
[AGENT][NEUTRAL] Um, let me take a look at it for you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Now are you able to log into the OSC and it's not showing you the commission or um are you having troubles with logging in?
[CUSTOMER][NEGATIVE] I, I cannot log in email, and if it's not recognizing my email, I can't change the password.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you.
[AGENT][NEUTRAL] Um, it looks like your password expired, so let me go ahead and, um, unexpire that for you. Just change it to a generic password.
[CUSTOMER][NEUTRAL] And what email do you have for me?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Right, it's never [PII].
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Um, some.
[CUSTOMER][NEUTRAL] It used to be, used to be.
[AGENT][NEGATIVE] Oh sorry.net.
[CUSTOMER][NEUTRAL] OK.net. OK, I've changed my email and it's [PII].
[AGENT][NEUTRAL] OK, let me update that.
[AGENT][NEUTRAL] OK, [PII], I was able to update your email address to [PII], and then I was able to reset your password. Do you have a pen and paper to write this down?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it's gonna be [PII] [PII] [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] And if you wanna try that while I'm on the phone with you to make sure that it works.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Fine. And it's uh [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And do I spot [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Um, so it's [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Invalid username and password.
[AGENT][NEUTRAL] What do you have as the user name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So your username is gonna be a different one than your email. Um, it looks like it is [PII] and then [PII]
[CUSTOMER][NEUTRAL] It it it
[AGENT][NEUTRAL] Um, and then it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] Yes sir, [PII] and then let me get the rest of the numbers for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I thought it would be my uh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm trying EL [PII].
[CUSTOMER][NEUTRAL] And let me try putting it.
[AGENT][NEUTRAL] [PII], the, yes, your first name [PII], your last [PII] [PII] password today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] But I, I'm not spelling out my name and I guess I should spell out my.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I didn't get that one.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Invalid.
[AGENT][NEUTRAL] OK, let me see if I.
[CUSTOMER][NEUTRAL] [PII], uh, password today [PII].
[CUSTOMER][NEGATIVE] No good.
[AGENT][NEUTRAL] OK, I was able to um log into your account um with that credentials, um, so I just want to confirm it is your full name with a [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your full last name, no spaces. It's all one word.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It is the last name also [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's get let's try that password.
[CUSTOMER][NEUTRAL] OK, I am.
[CUSTOMER][NEUTRAL] I am in
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And are you able to see your commissions?
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] OK, I, I see a bar graph, but I don't see an amount.
[AGENT][NEUTRAL] Um, so if you scroll down and you select the month, um, we pay, uh, or we break our commissions by the [PII], the [PII] through the [PII], and then the [PII] through the [PII] or the [PII]. So, um, your most recent one will be the [PII] through the [PII], and if you select that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But like tapping on the bar code, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Of course, let us know if you need anything else.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That's it thank you bye bye.
[AGENT][POSITIVE] Alrighty bye bye.