AccountId: 011433970860
ContactId: a12809fc-66aa-4f85-8af1-4a45dba30a43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255449 ms
Total Talk Time (AGENT): 82640 ms
Total Talk Time (CUSTOMER): 61746 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a12809fc-66aa-4f85-8af1-4a45dba30a43_20250603T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is uh [PII]. I'm one of the agents under uh Capital Group.
[CUSTOMER][NEUTRAL] UTBA.
[AGENT][POSITIVE] OK. Yeah, how can I help today?
[CUSTOMER][NEUTRAL] I, um, so.
[CUSTOMER][NEUTRAL] I got on the new OSC and I'm I just need to figure out how I need to fix this. I'm pretty sure we know what the problem is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I registered, but my checks go to MFG Inc and
[CUSTOMER][NEUTRAL] Which is my, you know, my company and I'm registered under here under myself. I just gotta figure out how I make my production, my numbers because I see production, but I see zeros in commission because those are paid out to MFG Inc.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] My, my, uh, escort.
[AGENT][NEUTRAL] All right, so you just, OK.
[AGENT][NEUTRAL] Let me see, I may need to get you over to somebody and broker resource smack. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, yeah, give me just a second, I'll be right back with you. I'm gonna place you on a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Fine with.
[AGENT][NEUTRAL] Group
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] tax
[AGENT][NEUTRAL] Going the.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 14.
[AGENT][NEUTRAL] resources.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey this is [PII] over in customer care. How are you?
[CUSTOMER][NEUTRAL] I'm fine. How are you?
[AGENT][NEUTRAL] I'm good thanks um I have an agent on the line. His name is Mac and he says he's with the capital group UTBA and he was talking about on the new OSC I guess he's having some issues with he said where his checks.
[AGENT][POSITIVE] Are going to and I think this is something you guys help with and broker resources.
[CUSTOMER][NEUTRAL] Do you have his last name?
[AGENT][NEUTRAL] I didn't get his last name. I can go get it for you if you'd like me to.
[CUSTOMER][NEUTRAL] No, that's fine. That's fine. Go ahead and just put him through, and you said it's Mac?
[AGENT][NEUTRAL] Uh-huh, said his name is Mac, correct.
[CUSTOMER][NEUTRAL] OK, go ahead and put him on through.
[AGENT][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience sir. I have somebody on the line in broker resources. I'm gonna transfer you over to them OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.