AccountId: 011433970860
ContactId: 80897ed2-292f-4498-b9fe-9b67dbda1723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189250 ms
Total Talk Time (AGENT): 105972 ms
Total Talk Time (CUSTOMER): 70077 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/80897ed2-292f-4498-b9fe-9b67dbda1723_20250625T19:54_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]. Um, I have [PII] on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a good call back number for him. He's an agent. Good callback number is [PII]. He's trying to get his, uh, commission statements and everything, and he said he's having a hard time getting on to the, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yep, him and everybody else.
[CUSTOMER][NEUTRAL] The site now.
[CUSTOMER][NEUTRAL] I know, right? We have that with the groups too, so.
[AGENT][NEUTRAL] Yes, OK, I know, OK.
[AGENT][POSITIVE] Yeah, exactly, it's a mess. OK, thank you so much. I will definitely help him.
[CUSTOMER][POSITIVE] Thanks, [PII], and you have a good day.
[AGENT][POSITIVE] Thank you. You too. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh, hm, mm bye-bye.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Uh yes it is.
[AGENT][NEUTRAL] Hi, this is [PII] said that you're trying to access are you trying to get into your broker account or your agency account?
[CUSTOMER][NEUTRAL] Well, I usually get the commission statements out out of the agency account.
[AGENT][NEUTRAL] OK, we're currently experiencing a technical issue with the agency account, um, and they're working to get that resolved so you're not able to access that at the moment are you needing a commission statement?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, I need to get one if I can.
[AGENT][NEUTRAL] OK, OK, yeah, I can pull that for you. Are you wanting, do you know what time period is it June that you're needing?
[CUSTOMER][NEUTRAL] Well it would be the last one which would be would be the [PII].
[AGENT][NEUTRAL] OK, hold on just a second. Let me get out of here real quick.
[CUSTOMER][NEUTRAL] Yeah, see, see if there's, see if there's anything generated because I don't know if it if anything's hit our bank account yet or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what tax ID number that one comes under? Is it under the agency tax ID? The [PII] number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, maybe my, my social is 3290, so I don't know what's that.
[AGENT][NEUTRAL] OK, I'll I'll check both of them. Hang on just one second. I've got my the commission thing up, so let me check.
[AGENT][NEUTRAL] Let's see, I have one under more insurance insurance group that's for [PII] for the time period of [PII].
[AGENT][NEUTRAL] And let me check your broker account too. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah, it probably, probably won't be anything on the broker account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll just check just to make sure that we're not missing anything under that one too let's see.
[AGENT][NEUTRAL] OK, yeah, it looks like that was it. It was the one under the agency account, so yes, I can definitely email that over to you. Um, let's see, I think I have your email address on here. Do you want it to go to [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right that that work.
[AGENT][POSITIVE] OK, OK, I'll send it to you now and hopefully we'll have this resolved soon and we'll let everybody know once everybody can get into their agency accounts, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, alright, great, appreciate it, thanks for your help.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thanks for calling bye bye.