AccountId: 011433970860
ContactId: 8e4d09ab-dd7b-40a1-b394-5269aa675395
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253070 ms
Total Talk Time (AGENT): 95968 ms
Total Talk Time (CUSTOMER): 138052 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8e4d09ab-dd7b-40a1-b394-5269aa675395_20250624T13:37_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] You
[CUSTOMER][NEUTRAL] Good morning. This is [PII] calling from the Paychecks Insurance Agency in [PII], having trouble accessing, I'm sorry, um, the portal so that I can pull the commission statement detail. That's something you can help me with?
[AGENT][NEUTRAL] Sure I can certainly try um and are you logging into the agency?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] As far as I know, um, and the link that we have.
[CUSTOMER][NEUTRAL] To log in is secured. [PII], is that a correct link?
[AGENT][NEUTRAL] It is, um, however,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] If you're logging in, yeah, if you're logging in to the agency account, uh, where you normally put like commission statements.
[CUSTOMER][NEUTRAL] Oh this computers.
[AGENT][NEUTRAL] We've discovered some technical difficulties with the creation of agency accounts so we're actually uh working to fix this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] How is the condition statement emailable? That was not very good English.
[AGENT][POSITIVE] It, it is, um, and I can certainly pull that for you.
[AGENT][NEGATIVE] Um, it will not be, it will not be pretty.
[CUSTOMER][POSITIVE] Oh, that would be wonderful.
[AGENT][NEGATIVE] Um, it, it won't.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] It won't be um an Excel it'll be a PDF.
[AGENT][NEUTRAL] But I can certainly pull that for you. Who's the agent tied to your agency?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] the agent tied to the agency. Oh I have no idea. Um, I can give you the principal of the agency is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yeah, hang on just a second, let me see if I can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm gonna see if I can figure out which location we're talking about and which agent.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can't give us the age of sales people's names.
[CUSTOMER][NEUTRAL] Are both ATE and more.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] My career so far
[AGENT][NEUTRAL] OK, and what is the email address that you need me to send this to?
[CUSTOMER][POSITIVE] This is amazing.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we have on file. Alright, let me, um, and you're just needing it for this last statement?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] I yeah, yeah, it's 22, 34 and 46 cents.
[AGENT][NEUTRAL] How much was it? 22, 34.
[CUSTOMER][NEUTRAL] 200
[CUSTOMER][NEGATIVE] $2,234.46. My brain is not working correctly.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine and I'm sorry, who am I speaking to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], I'll um pull this for you. It, it will be just a second for me to get it pulled, but I'll pull this and I'll send it over to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate your help so much thank you. I hope you have a great day.
[AGENT][POSITIVE] No. Thank you, [PII], you too. Thanks so much for calling.
[CUSTOMER][POSITIVE] Of course thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.