AccountId: 011433970860
ContactId: aa7da628-ab93-499b-bd48-3ff0d8c0e119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250259 ms
Total Talk Time (AGENT): 79539 ms
Total Talk Time (CUSTOMER): 129036 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/aa7da628-ab93-499b-bd48-3ff0d8c0e119_20250102T15:55_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, yeah, I'm an agent, um, and I have a question about, um, I, I got an email about commissions to look at my commissions. It's about time for me to start getting renewals or actually the second half of the, um.
[CUSTOMER][NEUTRAL] Of the um
[CUSTOMER][NEUTRAL] Advance, um, OK, so it's saying for me to call um this number um because it isn't finding me in the system.
[AGENT][NEUTRAL] OK, let's see what we need to do. All right.
[AGENT][NEUTRAL] OK, so it looks like I'm gonna have to transfer to the broker's resources department. Let me go ahead and get your name.
[CUSTOMER][NEUTRAL] I'm sorry, I wasn't sure.
[AGENT][POSITIVE] It's OK, no problem.
[CUSTOMER][NEUTRAL] Yeah, this is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my last name is [PII]
[AGENT][NEUTRAL] OK. And let me have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And I need a group number so I can verify you really quick.
[CUSTOMER][NEUTRAL] OK, let me see what the group number would be. How can I find that real fast, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm, no separate ways, maybe an invoice, um, but if you're the agent, probably you don't have an invoice, so, um, hm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, I'm not really sure.
[CUSTOMER][NEUTRAL] Because that I just like because I am, I like am with a few different groups, um, or not groups I'm not thinking about this morning. I will tell you that for certain. um OK, let me see if it is on the external your commission statement is available APL services, no, that's not where I'm gonna be able to find it, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So see I've never logged into that page.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And I don't even really know how I would get that group number.
[AGENT][NEUTRAL] OK, uh, let's see. It's fine. Let me just go ahead and get a group, um.
[AGENT][NEUTRAL] Broker resources on the line. I'll let them know that didn't verify. Maybe they have a way of verifying. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I got an agent on the line, um, Ms. [PII]. She's calling about an email she received about her commission and she needs help with that.
[CUSTOMER][NEUTRAL] OK, that would, yeah, go ahead and put her on through.
[AGENT][POSITIVE] OK, thank you. Here she comes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Ms. [PII] on the line. She's in the broker's resources department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello there. How are you?
[CUSTOMER][NEUTRAL] I'm good. It's just that I am a bit confused about how, because I tried to um to log on to the um OSC and girl, I don't even know. I've, I've been with this carrier for a little less than a year and um.
[CUSTOMER][NEUTRAL] And I got an external your commission statement is available and I hadn't ever logged on to that page and so I tried to log on and the information that I gave it said that I needed to call this number.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] All right. Let's see.
[CUSTOMER][NEUTRAL] And I'm so sorry, but I, I, I don't even know my agent number or anything.
[CUSTOMER][NEUTRAL] Well, your agent number is gonna be your NPN.
[CUSTOMER][NEUTRAL] Oh, is that right? OK, yeah, yep, all right.