AccountId: 011433970860
ContactId: 9e2fb46f-9c32-4eed-8b1f-094e65b9dc89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157160 ms
Total Talk Time (AGENT): 71958 ms
Total Talk Time (CUSTOMER): 31785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9e2fb46f-9c32-4eed-8b1f-094e65b9dc89_20250203T19:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is uh [PII]. I go, go by [PII], but I am calling. I've been my first commission statement from you guys and so I was just logging in to the portal and I can't get in. It says to call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure. Let me look your information up and see what we've got going.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your commission is paid to uh Enduring Business Solutions, is that correct?
[CUSTOMER][NEUTRAL] Yeah I guess so. I didn't know if I had it paid corporately or but yeah that's me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Agent, agent and owner.
[AGENT][POSITIVE] Even better.
[AGENT][NEUTRAL] OK, um, because your commission is paid to an agency, um, our online account supports both brokers and agencies, so your commission would be under your agency account and looking in our system you don't have an agency account set up yet so what I can do is actually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Set that up for you and you'll get an email on um once I set it up and everything and once it's successful and then I will also follow up with an email letting you know your username and password and then I recommend the first time you go in, go ahead and change your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] So, um, I'm gonna go ahead and set that up for you and a good email is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yep, that'll work yep.
[AGENT][POSITIVE] Perfect. Uh, give me about 15 minutes to get that all set up and you should have an email.
[CUSTOMER][POSITIVE] Already fabulous. Thank you.
[AGENT][POSITIVE] Thank you. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Alrighty you too bye bye.