AccountId: 011433970860
ContactId: 94c31575-1912-4556-b172-8b1b63bf79dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 727219 ms
Total Talk Time (AGENT): 197431 ms
Total Talk Time (CUSTOMER): 94342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/94c31575-1912-4556-b172-8b1b63bf79dc_20250218T17:24_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am uh.
[CUSTOMER][NEUTRAL] I have an agency contract with y'all for my company, but I can't access the commission forms based on our log in, but it could be because we registered the principal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can give you our tax ID number.
[AGENT][NEUTRAL] OK, what
[AGENT][NEUTRAL] Uh, what was your name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And the last name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's your agency name?
[CUSTOMER][NEUTRAL] Uh, Apex engagement solutions.
[AGENT][NEUTRAL] OK, Apex oh engagement solutions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so I have, um, [PII].
[CUSTOMER][NEUTRAL] Yeah, that's my wife.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] And you're, you have an online service?
[AGENT][NEUTRAL] Like you have an LSC account, is that what you're saying?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, can we just
[CUSTOMER][NEUTRAL] I do, but when I log in.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEGATIVE] I can't view.
[CUSTOMER][NEUTRAL] are paid directly to the agency on record.
[AGENT][NEUTRAL] Um, I think it's.
[AGENT][NEUTRAL] Yeah, it looks like it's
[AGENT][NEUTRAL] Possibly getting paid to her so that might be why 124 58 um and your actual agency does not have an LSC Apex engagement solutions they do not have an LSC account?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we can get that set up. That might be part of it, but it does look like, let me.
[AGENT][NEUTRAL] I'm gonna check [PII] really fast. Hold on just a second.
[AGENT][NEUTRAL] 124 59.
[AGENT][NEUTRAL] Yeah, it looks like um [PII] has an agent account um what's your username that you're logging in with?
[CUSTOMER][NEUTRAL] Uh, it is [PII]
[AGENT][NEUTRAL] Yeah, so,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 2458 yeah it looks like we need to get an agency account set up and that could be where the.
[AGENT][NEUTRAL] The commissions like you would be able to see your commissions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] When I get
[AGENT][NEUTRAL] Um, I have a how to, and I can get that sent to your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's your email?
[CUSTOMER][NEUTRAL] Uh, info [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna send this to you right now. Let me know if you've got it.
[CUSTOMER][NEUTRAL] Nothing yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's INFO at
[CUSTOMER][NEUTRAL] I got that.
[AGENT][NEUTRAL] Oh, you just got it?
[CUSTOMER][NEUTRAL] Yeah, I've got it here.
[AGENT][POSITIVE] Oh, good. OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, so if you want.
[CUSTOMER][NEUTRAL] And I need to do.
[AGENT][NEUTRAL] Yeah if you wanna follow that set up process so you would go to APL.
[AGENT][NEUTRAL] Um, so it's still where you would log in to the APL website.
[AGENT][NEUTRAL] Um, you would just do new.
[AGENT][NEUTRAL] Hold on, I'm trying to
[AGENT][NEUTRAL] Get there myself. You would just do new user?
[AGENT][NEUTRAL] And then you would just follow.
[AGENT][NEUTRAL] Um, these steps.
[CUSTOMER][NEUTRAL] I'm an agency principal.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It says no user I found with the information.
[AGENT][NEUTRAL] It's probably because it's [PII]'s information, well, let me see, hold on a second.
[CUSTOMER][NEUTRAL] I do I'm an agency principal or.
[AGENT][NEUTRAL] Hold on just a second, let me get back to my screen.
[AGENT][NEUTRAL] What tax ID number did you put in?
[AGENT][NEUTRAL] Ending in [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, the city is, um, [PII].
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] With the space, right?
[AGENT][NEUTRAL] Um, the
[AGENT][NEUTRAL] The email on record for this is actually [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you put that one down?
[CUSTOMER][NEUTRAL] You know, I put that in the info but alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um the zip code?
[CUSTOMER][NEUTRAL] I've got it there so I got that.
[CUSTOMER][NEUTRAL] It's sending me a verification code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Might be sending it to the [PII].
[CUSTOMER][POSITIVE] But I can help.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Did you get to the next screen of information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] If I wanted to download all the payments, is there an easy way or not really?
[AGENT][NEUTRAL] Are you, um, are you in the OSC now?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I don't believe you can do it all at once. I think you have to do it by, um, the [PII] through the [PII] or the [PII] through the [PII] or [PII]. Um, they will all come as an you can choose a PDF or an Excel spreadsheet and then just copy and paste it over, but I don't think you can do all of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since they get paid out separately like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you are, you are seeing your commissions though, correct?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there any other questions or anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right. Well, let me know if you would like a walk through the OSC or um.
[AGENT][POSITIVE] Yeah, we can definitely
[AGENT][NEUTRAL] Set up a call for that if you'd like.
[CUSTOMER][NEUTRAL] No, I've got it.
[AGENT][POSITIVE] OK alright well I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks bye.