AccountId: 011433970860
ContactId: a3be495f-7a86-4991-a932-c7e2ca946eb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81309 ms
Total Talk Time (AGENT): 32530 ms
Total Talk Time (CUSTOMER): 57263 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a3be495f-7a86-4991-a932-c7e2ca946eb5_20250603T14:20_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], this is [PII] from Legacy. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] Good, thank you so much for your help yesterday.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So today I actually need help getting a copy of the most recent commission statement because those still have not uploaded in the new system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you by chance know did you guys create an agency account or do you just create the broker account?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] We created the agency account I believe because I can see it I can get in um and it has all the information yeah it just doesn't know it nothing's listed wait you know what now that you say that, hold on, maybe, maybe it is the agent that I come OK so I have to register the agency separately is that how it works?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Uh-huh. You just can't download it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, so the agency is how you can see the commission statement and then the broker is how you see the um groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Groups, OK, so then I need to create the OSC for the agency got it. OK, I'll do that now then. Alright, thanks [PII] if I run into any issues I'll let you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely sounds great. All right, bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right bye.