AccountId: 011433970860
ContactId: 9b711988-b229-4213-b2e7-eee6bae3f1f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284859 ms
Total Talk Time (AGENT): 164883 ms
Total Talk Time (CUSTOMER): 92065 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/9b711988-b229-4213-b2e7-eee6bae3f1f8_20250626T15:55_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], my name is [PII] with ECBM. I am trying to log in to um obtain our commission statement for this month, and I have a new message that says I have to contact Broker Resources.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the agency accounts are having a technical issue since we redid our online platform. Everybody's having to re-register and right now, no, if it's an agency account, you can't, we can't get into those just yet. They're supposed to be letting us know when that's been resolved, so I can definitely pull a commission statement for you and send it to you. Do you have the tax ID number that's being, uh, paid under?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, give me one second and let me see if it's on.
[CUSTOMER][NEUTRAL] You, you can try this one that I know by heart. Wait, hold on, I'm saying I know it by heart, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I taped it all day long and then I'm like wait.
[AGENT][NEUTRAL] When you have to say it, it's harder, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Hold on, let me just pull up my statement real quick and see if it's on there.
[AGENT][NEUTRAL] That's OK. But that's it.
[AGENT][NEUTRAL] What was the name of the agency? I can look it up.
[CUSTOMER][NEUTRAL] E as in Edward, C cat.
[CUSTOMER][NEUTRAL] You see, uh, be boy and Mary. Good Lord.
[AGENT][POSITIVE] OK, uh, ECBM, and there we go. Is it ECB? OK, ECBM. There's just one, never mind. I found it. I think it's this one right here.
[AGENT][NEUTRAL] All right, let's see, and [PII], is that correct? [PII]? OK, perfect. Yeah, I found it, hang on a second, let me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me get my commission statement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] System real quick and pull that up.
[CUSTOMER][NEUTRAL] And let me give you the email.
[AGENT][NEUTRAL] Was it for June or when was the deposit that you guys received?
[CUSTOMER][NEUTRAL] June.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it was $2950.20.
[AGENT][NEUTRAL] OK, just a second I'm waiting for my system to stop spinning. There we go.
[CUSTOMER][NEUTRAL] OK, I did find that statement if you need information on it.
[AGENT][NEUTRAL] Here we go. [PII], let's see, [PII] ACBM, OK, I have it. Where do you need us to send the statement?
[CUSTOMER][NEUTRAL] I think you're there though.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Um, if you could send it to [PII] A.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII] N.
[CUSTOMER][NEUTRAL] Sorry, somebody was calling me. Did that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll send that over. Was there anything else, anything else you needed?
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] No, that's it. So do you think I'm gonna have to reregister next month or do you think it's gonna get.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEGATIVE] Yeah, well, we're working. They haven't given us a timeline. They're found uh some type of glitch, um, in it and they're just trying to get it troubles sheeted and once they get it all taken care of then emails will go out to like the agency people um so.
[CUSTOMER][NEUTRAL] Resolved.
[AGENT][NEUTRAL] actually [PII] would get a notification that he's able to log into his agency account and everybody has to reregister so he'll need to re-register the agency account with his credentials and then add users at whatever level he wants everybody to have to access his information.
[CUSTOMER][NEUTRAL] OK, so [PII] will get a.
[CUSTOMER][NEUTRAL] Um, email to reregister.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Or maybe if you, I think it'll be that and then if you go on the website there may be something out there saying it's been resolved. I, I haven't had the exact. I'm sure we'll probably put something out there as well, but as of right now we're just waiting on them to fix whatever is going on in the back end. We're having problems with people being able to see certain things and we're just trying to work everything out so it's a smoother process for everybody.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Don't you love these kind of changes?
[AGENT][POSITIVE] Yeah, you know, when you update technology when you update it, you never know what's gonna go wrong when you go live, but once we get it all resolved, it'll be awesome so we're just trying to get through the technical part, yeah, work at all the kinks.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, thank you for your help.
[AGENT][POSITIVE] Yeah, you're most welcome, [PII]. You have a great day and we'll get this over to you here in just a second and have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.