AccountId: 011433970860
ContactId: 96221358-73df-4444-9805-bb25ae46659c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416269 ms
Total Talk Time (AGENT): 272609 ms
Total Talk Time (CUSTOMER): 160102 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/96221358-73df-4444-9805-bb25ae46659c_20250606T13:04_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][POSITIVE] Hi, good morning, it's [PII] at Signature Benefits Plus. How are you today?
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I am wondering, oh good, sorry just dive dive right into it. So my, my broker's logged into the new secure site and he's on his dashboard and he's trying to figure out how he can pull his commission statements. He doesn't see anything. I'm actually logged.
[AGENT][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he just needs to click agents on the side and he'll see his name and then when he clicks his name, he can press either it'll say it'll have a graph and he can say to permissions.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm wondering if we've got 3 groups with APL and we don't see any commissions for any of them.
[AGENT][NEUTRAL] So when he clicks on the group, is there not a chart that comes down when he, so at first it's just gonna show the group, but he has to actually click into the group when he does that, does it show a chart?
[CUSTOMER][NEUTRAL] I just might be looking at it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I clicked on a group.
[AGENT][NEUTRAL] Cause what I've been noticing a lot of people just get to that, they get to the part where all the groups are showing, um, and they're used to just seeing commission uh commissions tab and the old one, but for this one, it's kind of weird because you actually have to click on the group itself, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, there's so I'm in one of our groups, [PII]'s Terrace.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't see.
[CUSTOMER][NEUTRAL] I just see them. I don't see anything about do I need to go to group detail.
[AGENT][NEUTRAL] What's one of the um
[AGENT][NEUTRAL] Just out of curiosity, what's one of the groups you're looking at? So like, I guess when you, when you're on the screen and you say you see the group.
[CUSTOMER][NEUTRAL] Um, Saint Anne's is 2.
[AGENT][NEUTRAL] Um, is there, is it like a list?
[CUSTOMER][NEUTRAL] I do see the group.
[AGENT][NEUTRAL] Or does it move the group up to the top? So like when you see the group list and you click on one of the group names, does it take you to another screen?
[CUSTOMER][NEUTRAL] There is a group list.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It does and then it has Saint Anne's Terrace, which is 26991.
[CUSTOMER][NEUTRAL] Um, I see Saint Ans terrorists and I see group details, invoices, employees.
[CUSTOMER][NEUTRAL] Group detail report.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Cause it's in a weird spot, it's like in the middle of the page, and it's like this weird button that just says commissions, like it's not a tag.
[CUSTOMER][NEUTRAL] I don't see any
[CUSTOMER][NEUTRAL] I don't see. I mean, is it actually y'all beverages like commissions.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, like it literally says commissions, but it's, it's wonky because you think it's like a, you're clicking a button or something, but it just says the words commission and it's like blue and you click it and it like takes you to that screen. Um, I'm just trying to see why you're, because that should be as soon as you click on that individual group, it should be right up. So did you see a graph?
[CUSTOMER][NEUTRAL] Because I don't
[CUSTOMER][NEUTRAL] You have there.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't see a graph at all time.
[AGENT][NEUTRAL] OK, let me log in and and see if I can get to the pager.
[CUSTOMER][POSITIVE] Thank you. OK doke.
[AGENT][MIXED] Hate to sound crazy, but we learned about this when y'all learned about it. Um, not sure if that was the best thing. So I am literally learning it with y'all, like, OK, well, let me see what I can see.
[CUSTOMER][NEUTRAL] No, I get it.
[CUSTOMER][POSITIVE] No, I, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me log in real quick.
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] So I can get an idea.
[CUSTOMER][NEUTRAL] Click on all three of our.
[AGENT][NEUTRAL] And I told one of my coworkers, I was like, you know, this weekend I'm just gonna have to spend time like logging in and stuff. If I get these questions like, what do I click when I go to the right? and I'm like, I don't even know what's on the right. Um, so I was like maybe I should actually look at it, um.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] OK, so I'm sending myself a verification code and then that's the, so and then here's another thing.
[AGENT][NEGATIVE] It's not the best system and we know it. Um, I, nothing to talk down on our company is I think the people who created it or not, didn't talk to people like me and you who actually use it. So, um, I heard that it's not that user friendly. So what I've been having people do is like send their concerns or comments or whatever to email me and what we've been doing is like compiling these suggestions to send um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] To that department because, of course, that department doesn't even take phone calls, so I'm like, yeah, pass it off to to us.
[AGENT][NEUTRAL] The people who made it don't even take phone calls. OK, so you're under work groups.
[CUSTOMER][POSITIVE] Oh my gosh, that is.
[CUSTOMER][NEUTRAL] OK, so I've gone to agents, so I've gone to agents and now I'm clicking on [PII].
[AGENT][NEUTRAL] Are you still on the desk?
[AGENT][NEUTRAL] OK, so you're on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now I'm going to move down. We've got 3 groups, so I'm just gonna click on that which the one I know that is paying their bill, [PII].
[CUSTOMER][POSITIVE] And now I get a beautiful blue screen with a lady in an orange dress that says Finance Terrace, and then I'm looking at the details, invoices and employees.
[AGENT][NEUTRAL] See that I think you, so, OK, so I'm on that screen, but what's weird, OK, so for me, and this could just be, I don't know. So for me what I did was because I did what you did, I went to agents. So for me, it shows all the list of agents, so I just clicked the first one.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, and soon as I click that first one, it says commission. So it doesn't like before I click into a group or anything, as soon as I click that agent's name for me, right up underneath that agent's name, it says commissions are production.
[CUSTOMER][NEUTRAL] OK, yeah, I do see that, but it's 0 total commissions is 0.
[AGENT][NEUTRAL] And does yours say last 3 months or last 6 months, last 12 and it still says 0?
[CUSTOMER][NEUTRAL] Uh-huh, yeah, yep, it sure does, it says 0.
[CUSTOMER][NEUTRAL] So I wonder if there's something internally you have to click so that he does see his commissions on this page.
[CUSTOMER][NEUTRAL] Because I know that he's gotten some commission.
[AGENT][NEUTRAL] OK, so here's the other thing I want to tell you too. So when you set this up, it asked for levels.
[AGENT][NEUTRAL] Um, because now it's making me think he only has like a level 1. So there's like 3 levels. Level 1, you really can't see no commissions, you can just see what groups you have. And then level 2 kind of gives you a little bit more and then level 3 you can make like pay invoices, do commissions and do this, this and that, make changes. So I'm wondering if it has something to do with what level he has.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I do not know since he set this up.
[CUSTOMER][NEUTRAL] Is there any way that you can do that? Yeah.
[AGENT][NEUTRAL] OK, other question did he set this up and put you as a user?
[CUSTOMER][NEUTRAL] Um, I'm on his side, so I mean I can add me as a new user right now.
[AGENT][NEUTRAL] Put you as a [PII]'s and give you like level 3 and and see what happens when you log in if you can see the commission.
[CUSTOMER][NEUTRAL] Oh, OK.