AccountId: 011433970860
ContactId: 9ba4b740-f8b9-425d-8db3-8052373591a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325109 ms
Total Talk Time (AGENT): 156693 ms
Total Talk Time (CUSTOMER): 140646 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9ba4b740-f8b9-425d-8db3-8052373591a2_20250605T20:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], one of the agents, um, I've been, uh, trying, I'm sure you have a bunch of questions about the OSC.
[AGENT][NEUTRAL] OK, so you, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] under Capital Group Health Services.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, [PII], and what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what agency again are you with?
[CUSTOMER][NEUTRAL] Uh, Capital Group Health Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I'm just having, I'm having some issues with the OSC. I've, I've got me. I'm guessing that I can't see any commissions or commission statements because those are aren't paid to me they're paid to MFG Inc.
[CUSTOMER][NEUTRAL] Which is just essentially me corporatized.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] OK. So, [PII], do you have some questions about setting up your profile or the access to your information in the new system?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, no, I, I have it I have it set up. I just, I think I need to figure out how to link it.
[AGENT][POSITIVE] OK, now what I'm gonna do then, um, [PII] for assistance on for the broker side of everything, I'm gonna connect you with someone in our broker resources division and they will be able to assist you with that.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, but before I do that, is there anything else that I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Uh, you're very welcome. So, one moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm well. How are you?
[AGENT][POSITIVE] Uh-huh. I'm so ready for the day.
[CUSTOMER][NEUTRAL] Oh girl, I didn't, I haven't even been here for most of it, and I know how crazy it is, so.
[AGENT][POSITIVE] But I'm good.
[AGENT][NEUTRAL] Whoa, it's loud. OK. So I have, I have a gentleman by the name of [PII] on the line.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he says he's with Capital Group Health Services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's calling regarding his portal access and his commissions and like, uh, aren't they all every day this week, but his callback number that he's given me, Morgan, is [PII].
[CUSTOMER][NEUTRAL] There he is.
[CUSTOMER][NEUTRAL] Mhm. Yeah. Everybody.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So he has his profile set up in the portal, but this has to do with he says he thinks it has because it's under MSG also anyway he's needing assistance regarding his commissions information and how to see that.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, if, hold on, let me just, let me, before you leave me, let me just make sure that I have.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, sure. Mm, you got it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Capital Group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Assigned to MSG Inc.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] CCO22 well he's not gonna see his commission though.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Signed to MFG. What is MFG? M A G M T I MFG.
[AGENT][NEUTRAL] Oh, Morgan.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What is this? MFG MFG Inc Capital Group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're getting
[AGENT][NEGATIVE] Get me out of my league.
[CUSTOMER][NEUTRAL] Yeah, so he's not going. I mean, I obviously can tell him, but he's his commissions are paid to MSG Inc, so the agency has to create.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well he's not gonna see it regardless, it doesn't, I mean.
[AGENT][NEUTRAL] But he's, he is, he, yes, and he, yes, and one last thing on that note is he's saying that he is actually.
[CUSTOMER][POSITIVE] Yeah, I mean I can definitely talk to him.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] MFG.
[CUSTOMER][NEUTRAL] He, he is MSG.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So then he needs an agent if he's MSG, then he needs an agency portal.
[CUSTOMER][NEUTRAL] And then he will be able to see his um commissions.
[AGENT][NEUTRAL] OK, so can you help him with that?
[CUSTOMER][NEUTRAL] But just so you, but just so you know, I mean, I, yeah, I can tell him.
[AGENT][NEGATIVE] Yeah, yeah, that's way out of our way out of our knowledge will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, you're fine. No, you're fine. Let me talk to him.
[AGENT][NEUTRAL] OK, girl, well, are you ready for him?
[CUSTOMER][POSITIVE] OK, yes, thank you.
[AGENT][POSITIVE] All right. Thank you, [PII], and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Yeah, you too. Almost Friday.
[AGENT][POSITIVE] OK, thanks. Yes, yay. OK, girl. Have a good one.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Bye-bye. Thanks.