AccountId: 011433970860
ContactId: 86acbdd9-a6a8-4093-820c-cb455f500b58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404540 ms
Total Talk Time (AGENT): 161151 ms
Total Talk Time (CUSTOMER): 173232 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/86acbdd9-a6a8-4093-820c-cb455f500b58_20250606T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from NE Solutions. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good. So, I would, I registered in the new portal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I use our agency or I use our agency tax ID.
[CUSTOMER][NEUTRAL] To register, right? I do see the commissions, you know I'm seeing now the commissions, but my, but I don't see when I go to groups, I don't see the groups, and when I give access to my staff, my staff is not seeing the group either.
[AGENT][NEUTRAL] OK, so you will have to have, it's not.
[AGENT][NEUTRAL] You're seeing the commit what, what, I'm so sorry, it's been a crazy week with all of this. Um what level did you register under? Did you register under a broker or agency?
[CUSTOMER][NEUTRAL] No, you're fine. It's Friday.
[CUSTOMER][NEUTRAL] Jesus Christ, I think I, I don't remember now.
[AGENT][NEUTRAL] Uh, OK, so that's.
[CUSTOMER][NEUTRAL] I think I try as a, I, I think I did it as an agency.
[AGENT][NEUTRAL] OK, so from the agency's perspective you're not going you're not seeing.
[AGENT][NEUTRAL] Your downline is that.
[CUSTOMER][NEUTRAL] Correct. So when I, I'm in a dashboard, right? I'm in your dashboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I go to the groups.
[CUSTOMER][NEUTRAL] I don't see, I don't see any information. Well, now it's slow, so hold on, give me one second.
[CUSTOMER][NEUTRAL] So it doesn't give me the name of my, of my um of my groups. When I go where it says agent, I see obviously your entity, and Esolutionss Inc.
[CUSTOMER][NEGATIVE] When I go to the resource center, it prompts me, it takes me to another website.
[CUSTOMER][NEUTRAL] Um, and in here I don't know if it says training, enrollments, claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Where did I see the commissions? There was a place here for commissions.
[AGENT][NEUTRAL] Let me get into mine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your agent number?
[CUSTOMER][NEUTRAL] Mm, it's under [PII] is the agent. Um, let me go and check and see if I can get um.
[CUSTOMER][NEUTRAL] One of the statements.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Commission.
[CUSTOMER][NEUTRAL] Of course, it's Friday.
[CUSTOMER][NEUTRAL] Um, but let me see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, see.
[CUSTOMER][NEUTRAL] Um, the commission statement doesn't tell you the agent number, does it? Cause I don't see it in here.
[AGENT][NEUTRAL] I think so.
[AGENT][NEUTRAL] Oh let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what we're gonna have to do is send in your agent to our email so that we can send in this looks like it is an IT problem to where you guys can't see that so we're gonna have to send it to billing so that billing can make sure you guys have access to everything you can email that in with your the agent code or the number um the 10, and then.
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What exactly problems you're having, that way we can report it to the to the proper place to get it resolved.
[AGENT][NEUTRAL] Now I do know that regardless right now or not you can see the commission.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But you cannot download it like or print it right now, so that is also known error that they are working on.
[CUSTOMER][NEUTRAL] OK, I don't have, I will have to and the the when I download the statements I download the statements on an Excel format, so I don't know what [PII]'s um um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Agent number is, I can provide you with or tax ID and his social security number.
[AGENT][NEUTRAL] Yeah, that's fine yeah you can just include all of that in the email and we'll figure that out but um just you know like I said as a heads up I know we are also having an issue with not being able to download um the statements at all or the you know commission statements at all so just also keep that in the back of your mind and right now we don't know when that's going to be.
[CUSTOMER][NEUTRAL] And then, OK.
[AGENT][NEUTRAL] Um, fixed either, so.
[CUSTOMER][NEUTRAL] OK, and where should I be sending this email to?
[AGENT][NEUTRAL] Um, what email do you normally send to? Do you, when you have questions, is it APL sales or APL? What state are you in?
[CUSTOMER][NEUTRAL] Uh, I do APL sales. I can do that.
[AGENT][NEUTRAL] OK, OK, OK, yeah, just send it to that one.
[AGENT][POSITIVE] And then we'll get it taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So, I'm so sorry. We're having, we're having growing pains with the new launch, but we're, we'll get it, we'll get it straightened out.
[CUSTOMER][POSITIVE] OK, no problem, will do. Thank you.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] I love the website though.
[AGENT][NEUTRAL] Oh well, I think you're the first one who's ever said that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh shit, no, I love the website. I love it. It's, it's, I like it. I, I don't have a problem with it. And honestly, it, it's not really, I wasn't even calling for the commission, it's more because my staff are trying to download ID cards, but I'm like, OK, give me one second, let me register, let me do what I have to do, but now we're not seeing the, the, the plans, so.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Got it. OK, yes, just explain all of that in the email and we will get that um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sent to who it needs to go to.
[CUSTOMER][POSITIVE] No problem. Thank you so much. Have a good weekend.
[AGENT][POSITIVE] All right thank you all right you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.