AccountId: 011433970860
ContactId: 7382a296-1eea-4255-b73f-6e5a0766bcff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373100 ms
Total Talk Time (AGENT): 101607 ms
Total Talk Time (CUSTOMER): 117348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7382a296-1eea-4255-b73f-6e5a0766bcff_20250624T14:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, we tried to register on the new website that was put out, I guess this month or last month and I'm in, I registered, it's showing us as one active agent, but all of our production are we only have one group, um, but there's no commission reports we've received two deposits this month. I can't access anything.
[AGENT][NEUTRAL] OK, we did notice that um there was an issue and so they're in the process of fixing that.
[AGENT][NEUTRAL] So they've taken the agency accounts down just temporarily while they're pushing out the fix um who am I speaking to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] CH
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the agency name?
[CUSTOMER][NEUTRAL] A creative enrollment services.
[AGENT][NEUTRAL] Do you have the group name?
[CUSTOMER][NEUTRAL] Uh, I believe it's Port Neches.
[AGENT][NEUTRAL] Oh OK. For Hs.
[AGENT][NEUTRAL] Uh, just one moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] No, you bet.
[CUSTOMER][NEUTRAL] We got, I think one deposit on the [PII].
[CUSTOMER][NEUTRAL] Another one.
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] OK, and the writing agent on that?
[CUSTOMER][NEUTRAL] Uh, it should have been [PII] or [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, was it [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me see who's listed the report me just one second.
[CUSTOMER][NEUTRAL] Oh, it was [PII].
[AGENT][NEUTRAL] I'm not showing any of those as the writing agent, um.
[CUSTOMER][NEUTRAL] Let me, uh, let me pull up one of my passcodes in there.
[AGENT][NEUTRAL] OK, so you're actually getting a switch.
[CUSTOMER][NEUTRAL] Oh, the, the agent name is listed as [PII] on my last commission statement.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This statement was from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so none of you are the writing agent, but you are getting the split.
[AGENT][NEUTRAL] Of the commission.
[CUSTOMER][NEUTRAL] Right, oh, let me, [PII] is our broker on the case.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] But I can still I can still pull that commission statement for you just one moment.
[CUSTOMER][POSITIVE] No, that'd be great.
[AGENT][NEUTRAL] OK, and I'm showing um [PII]. Is that a good email for me to send the commission statement to?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Was it [PII] T, is that correct?
[AGENT][NEUTRAL] Uh yes it is, it is.
[CUSTOMER][POSITIVE] OK, yes ma'am, that'd be perfect. And did, uh, were you able to pull both the one from 64 and 618?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they haven't
[CUSTOMER][NEUTRAL] The one on 64 was for 1,51197.
[AGENT][NEUTRAL] OK, give me that number again. 1000.
[CUSTOMER][NEUTRAL] Uh, 1511 97.
[CUSTOMER][NEUTRAL] And that was on [PII], so I'm sure that was a 5:30 statement.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The one we received on [PII]:18, which I'm sure is.
[AGENT][NEUTRAL] 161 through 15.
[CUSTOMER][NEUTRAL] Uh, 61 through 15 is 80,130 is what we we received.
[AGENT][NEUTRAL] OK, I'll pull those and then I'll be sending those over to the FET.
[AGENT][NEUTRAL] Email address OK?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for all your help. I sure appreciate it.
[AGENT][POSITIVE] Not a problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that is it.
[AGENT][NEUTRAL] OK, give me just a few minutes to pull those because.
[AGENT][NEUTRAL] They will not be in the normal format that you are used to seeing, but it'll have all the information you need, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect, thank you, ma'am.
[AGENT][POSITIVE] All right, you're welcome have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right bye bye.