AccountId: 011433970860
ContactId: a4aa756b-514c-472c-8014-4adaa32aec90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526739 ms
Total Talk Time (AGENT): 262582 ms
Total Talk Time (CUSTOMER): 199746 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a4aa756b-514c-472c-8014-4adaa32aec90_20250605T20:50_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Hi [PII]. I'm well. How are you?
[CUSTOMER][POSITIVE] Uh-huh. I'm so ready for the day.
[AGENT][NEUTRAL] Oh girl, I didn't, I haven't even been here for most of it, and I know how crazy it is, so.
[CUSTOMER][POSITIVE] But I'm good.
[CUSTOMER][NEUTRAL] Well, it's loud. OK, so I have, I have a gentleman by the name of [PII] on the line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he says he's with Capital Group Health Services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's calling regarding his portal access and his commissions I'm like mhm, aren't they all every day this week but his callback number that he's given me [PII] is [PII].
[AGENT][NEUTRAL] There is.
[AGENT][NEUTRAL] Mhm. Yeah, everybody.
[CUSTOMER][NEUTRAL] 900.
[CUSTOMER][NEUTRAL] 874 8.
[CUSTOMER][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.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, if, hold on, let me just, let me, before you leave me, let me just make sure that I have.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, sure. Mm, you got it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] Capital Group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Assigned to MSG Inc.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] CCO22 well he's not gonna see his commission though.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Assigned to MFG. What is MFG M A G M T I MFG.
[CUSTOMER][NEUTRAL] Oh, Morgan.
[AGENT][NEUTRAL] What is this? MFG MFG Inc Capital Group.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You're getting getting way out of my league.
[AGENT][NEUTRAL] Yeah, so he's not going, I mean, I obviously can tell him, but he's his commissions are paid to MFG Inc, so the agency has to create.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well he's not gonna see it regardless.
[AGENT][NEUTRAL] It doesn't, I mean,
[AGENT][POSITIVE] Yeah, I mean I can definitely talk to him.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] MFG.
[AGENT][NEUTRAL] He, he is MFG.
[AGENT][NEUTRAL] So then he needs an agent if he's MSG, then he needs an agency portal.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then he will be able to see his um commissions.
[CUSTOMER][NEUTRAL] OK. So can you help him with that?
[AGENT][NEUTRAL] But just so you, but just so you know, I mean, I, yeah, I can tell him.
[CUSTOMER][NEUTRAL] Yeah, yup, that's way out of our, uh, way out of our knowledge will.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, you're fine. No, you're fine. Let me talk to him.
[CUSTOMER][NEUTRAL] OK girl, are you ready for him?
[AGENT][POSITIVE] OK, yes, thank you.
[CUSTOMER][POSITIVE] All right, thank you [PII] and I hope you have a nice evening.
[AGENT][NEUTRAL] Yeah, you too. Almost Friday.
[CUSTOMER][POSITIVE] OK, thanks. Yes, yay. OK, girl. Have a good one.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][POSITIVE] Bye-bye. Thanks.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Hey, it's [PII]. How are you?
[CUSTOMER][POSITIVE] Good how are you doing?
[AGENT][NEUTRAL] I'm well, um, so [PII] was telling me that you're not able to see your commission.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're in the [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And did you create a
[CUSTOMER][NEUTRAL] So my guess
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, I created a new profile and just to save time. My guess is because I am under of course my name, but I get my checks sent to MFG Incorporated, which is my company. So um I'm guessing that's what it is just to.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] So MFG is your company.
[CUSTOMER][NEUTRAL] Yes, so I'm guessing that's what it is because I know I had a problem with this one time and just to cut right to it in case that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, yeah, no worries so did whenever you set up a new profile, did you do it under agency or did you do it under broker?
[CUSTOMER][NEUTRAL] I did it under broker.
[AGENT][NEUTRAL] OK, so now you need to create an agency account.
[AGENT][NEUTRAL] With your MFG Inc.
[CUSTOMER][NEUTRAL] If
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Even though the agency I'm under is.
[CUSTOMER][NEUTRAL] Uh, even though the agency I'm under is um.
[AGENT][NEUTRAL] Your agency.
[CUSTOMER][NEUTRAL] Capital Group Health Services.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because I'm under Capital Group Health Services which is the.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, let me see AGNTI.
[AGENT][NEUTRAL] Capital
[CUSTOMER][NEUTRAL] Because I'm not registered as an I'm not registered with with y'all as an agency.
[AGENT][NEUTRAL] I got you. Capital Group Health, correct?
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so, um, have you been able to see your commissions though? Just side note like in the old OSC?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wonder if you are so I wonder if you were a user under Capital Group Health Services so now the problem with
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I shouldn't have been.
[AGENT][NEUTRAL] Huh, OK, hold on.
[AGENT][NEUTRAL] But I do have an MFG Inc though where you.
[CUSTOMER][NEUTRAL] Right, that's me.
[AGENT][NEUTRAL] OK, and it is tied to capital capital Group Health, but if you were able to see your commissions prior, then you probably had an agency logged in as MFG because I do have you in here like I have your agency in here as MFG Inc.
[AGENT][NEUTRAL] So have you tried to do an agency?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, log in in the new OSC like to set it up?
[CUSTOMER][NEUTRAL] No, no, but I can do that uh.
[AGENT][POSITIVE] Do you wanna, yeah, let's try really fast and I can stay on the phone with you and um it is sensitive of course to the information that I have and then hopefully we can get through.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Is your, what's your email?
[CUSTOMER][NEUTRAL] Uh, do you have my
[CUSTOMER][NEUTRAL] Umm [PII].
[AGENT][NEUTRAL] Yeah, this should work. I do have your tax ID if that's what you're asking.
[CUSTOMER][NEUTRAL] Can you, can you give it to me so I don't have to look it up?
[AGENT][NEUTRAL] Of course it's 371.
[CUSTOMER][NEUTRAL] It's 37.
[CUSTOMER][NEUTRAL] 559-771
[AGENT][NEUTRAL] 55.
[AGENT][POSITIVE] 771 yep, perfect.
[CUSTOMER][NEUTRAL] OK, I always forget what's after the 37. Alright, it says no user, no.
[AGENT][POSITIVE] It was pretty good for
[AGENT][NEUTRAL] No user.
[CUSTOMER][NEUTRAL] Yeah, sign up there and no user was found with that information that was entered.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, give me 2 seconds. I'm gonna do it on my side and I'm gonna see.
[AGENT][NEUTRAL] Um, if I can.
[AGENT][NEUTRAL] Groups, broker long assignment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Give me just a second, I'm gonna.
[AGENT][NEUTRAL] Try to get this working for you.
[AGENT][NEUTRAL] And you put, did you, did it ask you to fill out the city and the zip code in your email?
[CUSTOMER][NEUTRAL] Yeah, it was already
[CUSTOMER][NEUTRAL] In here [PII].
[AGENT][NEUTRAL] Yeah, hm [PII].
[AGENT][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This problem might be above me. Let me, is your phone number [PII] is that [PII]? Did I do that right?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me get with somebody and see if I can't figure out why it's not coming.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] Why it's not working.
[AGENT][POSITIVE] And then I'll give you a call back, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][POSITIVE] OK thank you talk soon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh huh bye.