AccountId: 011433970860
ContactId: 74608938-17db-4314-a91f-08315945029c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382850 ms
Total Talk Time (AGENT): 206834 ms
Total Talk Time (CUSTOMER): 170462 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/74608938-17db-4314-a91f-08315945029c_20250620T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I haven't talked to you in forever.
[AGENT][NEUTRAL] It has really been forever.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Not too bad, not too bad, hanging in there, you know, trying to stay out of trouble, but you know what, when you're married, uh, there's no way out of that.
[AGENT][POSITIVE] I totally get it.
[AGENT][NEUTRAL] What can I do for you today, sir?
[CUSTOMER][NEUTRAL] Yeah, I mean it depends on the day.
[CUSTOMER][MIXED] Um, well, um, I'm on the website now. You guys switched it over and it looks pretty, it looks pretty, but, um, I see our groups there which is great, but I don't see where the commissions are so I went to production and I see 0 so that's not good.
[AGENT][NEUTRAL] Yeah, we sure did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, it's, let me see where [PII]'s um commissions or if, if [PII]'s commissions are paid to the agency, you guys have to set up an agency account and that's where you'll see commission, but let me check on that real quick.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is there a whole login process for that?
[AGENT][POSITIVE] Oh yeah, you know, we gotta make it hard, you know.
[CUSTOMER][NEUTRAL] Of course, of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so his commissions are paid to MHG services, so, um, I don't know.
[AGENT][NEUTRAL] Let me check one thing because you have to have, you can't have the same email address for both accounts so let me see what [PII] actually um.
[AGENT][NEUTRAL] Email address is.
[AGENT][NEUTRAL] OK, his email that's tied to his broker profile is domestic support at MHG Insurance Services, so let me go.
[CUSTOMER][NEUTRAL] Uh, well, we're using that now for the new one, so, uh.
[AGENT][NEUTRAL] OK, so is there like a
[CUSTOMER][NEUTRAL] You said
[AGENT][NEUTRAL] Separate one.
[CUSTOMER][NEUTRAL] His email
[CUSTOMER][NEUTRAL] Yeah, yeah, his is [PII], so you could do that one.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But the thing is the login information is gonna go to his email, right?
[AGENT][NEUTRAL] Right, so.
[AGENT][NEUTRAL] Let me check on the actual agency.
[CUSTOMER][NEUTRAL] You know what, let me ask you a question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Doesn't have to, does it have to be Mark because here's the thing we, we have someone in finance that does this. He does all the commissions, so you know [PII] doesn't really do anything about that, obviously, you know, and he's a director, so this person runs it, so give you his email, would that work OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah we can definitely change the agency email address to the person who is gonna be controlling like the commissions and that type of thing we don't need to have [PII] on there I mean he, he can keep, he, he can actually keep the domestic support and you know everything because I think that goes to like your whole group doesn't it? Or like there's multiple.
[CUSTOMER][POSITIVE] Oh OK perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Right, that that goes to our groups and we can manage our groups. That's perfect. So let me give you the person, the commissions because he's asking me for this. I'm like, well, what do you want me to do?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Not a problem. Give me his email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so his name is [PII]. So it's [PII] and I'll spell that, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now if you're gonna send him some, you know, information to create the account I'll give him a heads up and then you know he can go to town on it.
[AGENT][NEUTRAL] Well, let me, let me tell you I'll go ahead and just give it to you um I'm gonna change the email address while I'm sitting here on the phone with you um so when you set up the agency account all it's gonna require is that the email for [PII] and it's gonna require the agency ID which is the 650980021 so um it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute, 650, what's the rest of it?
[AGENT][NEUTRAL] It's 650,980.
[AGENT][NEUTRAL] 020 and that's the tax ID for the agency that's the information that it's gonna require to set up that agency account so don't put any like I think it's gonna ask for a zip code it's gonna ask for a city don't put any of that in there, just put the two pieces of information, [PII]'s email and um.
[CUSTOMER][NEUTRAL] Oh, the tax
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the and the text.
[CUSTOMER][NEUTRAL] OK, so is it the same, is it the same login link that I have?
[AGENT][NEUTRAL] Yes, where you'll log in and accept accept for your hit create account.
[CUSTOMER][NEUTRAL] Or a different one I was.
[AGENT][NEUTRAL] Instead of logging in.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, I see. Create your OSC account. I get it. OK, well, that's easy.
[AGENT][NEUTRAL] Yeah, and this time you'll select, yeah, this time you'll select agency um and um go from there, but I'm almost done typing this change, so it's [PII], correct?
[CUSTOMER][POSITIVE] Right, that's perfect.
[AGENT][NEUTRAL] OK, you guys can create your agency accounts.
[CUSTOMER][POSITIVE] Yay.
[AGENT][NEUTRAL] Ah
[CUSTOMER][POSITIVE] Yeah, I guess one last thing I have to worry about. I love it. I love it. Well, [PII], it's always good to talk to you, um, you know, we did write a new business recently, so hopefully we could do some more, uh, when you guys made the changes I think that made a big difference, so, uh, you know, we just, you know, have to look for those opportunities which I'm sure we'll find. So anyway, always, always great to talk to you and uh have a great rest of your day and a great weekend.
[AGENT][NEUTRAL] Yeah, so if you
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You got it.
[AGENT][NEUTRAL] You too, [PII]. I'll talk to you later.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um bye bye.
[CUSTOMER][NEUTRAL] Bye now.