AccountId: 011433970860
ContactId: 9d8defd0-5af0-4015-a598-c4b99da54103
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182580 ms
Total Talk Time (AGENT): 96995 ms
Total Talk Time (CUSTOMER): 81538 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/9d8defd0-5af0-4015-a598-c4b99da54103_20250609T16:47_UTC.wav
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[AGENT][NEUTRAL] I care.
[CUSTOMER][NEUTRAL] Hi, it's [PII] at Signature Benefits Plus. How are you today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] My broker is on his portal, his new APL portal, and he's trying to download the commission reports for a couple of our groups, and he doesn't have any commissions on his portal. I wonder if you can help me with that.
[CUSTOMER][NEUTRAL] Or send me the commission report.
[CUSTOMER][NEUTRAL] One or the other?
[AGENT][NEUTRAL] Um, is this a broker that's trying to access it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, is he in under his broker account or is he under the agency?
[CUSTOMER][NEUTRAL] No, um, he, I, um, I, I think the probably the broker, no, yeah, probably the broker because he logs in under himself and not the agency. Do you think that's what the issue is?
[AGENT][NEUTRAL] It could be that, and I've also seen a lot of people, um, cause I guess previously you guys could just click on it and it just automatically shows it now.
[AGENT][NEUTRAL] It's super weird, but you actually have to click, and this sounds so like, oh, elementary, but when you look at it, you would think it would just pop up, but you have to click on the individual groups itself and then go to commissions. So like, say if he goes into his groups and then now he sees a whole list of groups on his dashboard, then he has to click into one of the groups and then push commission.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The way I was told before you guys were able to just click on groups and it just shows you all the commission at once, um, which has been confusing a lot of people. So it's, it could be that maybe he's logged in under the agency or if he is logged in as the broker, um, then he needs to just make sure that he's actually clicked inside of the group itself to pull the commissions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, I think that's what the deal is, so he's the commission gets paid to the agency. He's logged in under himself and whenever I click on the group there's no indications as.
[AGENT][NEUTRAL] Oh, So if the commission, well, that's different too though. If the commission gets paid to the agency, then he'll have to log in under the agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we'll have to make that one then alright I'm wondering is there any way you can.
[AGENT][NEUTRAL] Yeah, so you'll just have to create an agency account and then just add him as a user if he isn't already one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, you wouldn't by chance just happen to have.
[CUSTOMER][NEUTRAL] A commission report that you can send me, can you?
[AGENT][NEUTRAL] The only bad thing is we can send them, but you have to request it in writing so you have to like send me an email to send it to you.
[CUSTOMER][POSITIVE] OK, alright then we will do that.
[CUSTOMER][NEUTRAL] What's your email address? Just in case I can't get in here.
[AGENT][NEUTRAL] The email address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII], OK, cool. Alrighty, I'll get that taken care of thank you so much.
[AGENT][POSITIVE] Thanks. Well, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.