AccountId: 011433970860
ContactId: ab0083e8-5f58-4542-8f67-bd587920274b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570650 ms
Total Talk Time (AGENT): 189192 ms
Total Talk Time (CUSTOMER): 314439 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ab0083e8-5f58-4542-8f67-bd587920274b_20250619T20:05_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII]. Hi, this is [PII] calling from Condi Inc. and we recently uh registered for the online APL.
[CUSTOMER][NEUTRAL] Website
[CUSTOMER][NEUTRAL] Under the broker's name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when we finally completed that,
[CUSTOMER][NEUTRAL] We will, you know, we went in there and we were looking for like commission statements like we normally do when we get paid our, our commissions every month.
[CUSTOMER][NEUTRAL] No commission statements were available to view, so I had called Broker Resources last week and, and they explained to me that since it's under our um one of our agents, producer's name all the group business that we do, they said that he, his name is [PII], he would have to register, which he did with the OSC, you know, APL online.
[CUSTOMER][NEUTRAL] But now when we look in there to get a commission statement under production, I guess, it, we go to download and it's an Excel sheet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the Excel sheet is blank.
[CUSTOMER][NEUTRAL] Blank for 2 days.
[AGENT][NEUTRAL] Is it based on all of them?
[CUSTOMER][NEUTRAL] All of them.
[AGENT][NEUTRAL] All the month, like, have you checked more than one month or you just checked the one month?
[CUSTOMER][NEUTRAL] Yeah, I, I picked each period. um I'll go to April now, we're looking.
[CUSTOMER][NEUTRAL] And see if we can download that. Nothing's happening period of one for May.
[CUSTOMER][NEUTRAL] And the same thing happened.
[CUSTOMER][NEUTRAL] Yesterday and then the same thing's happening that's why I'm calling because we need somebody to assist us.
[CUSTOMER][NEUTRAL] Um, with Ross Calvert. Now, the other thing is originally we had it under the broker, his name's [PII], right? Orig so he's, he has an online account too with APL but that suddenly doesn't display any commissions or any group information for the broker owner of the company who gets the commissions.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We had add last week we had added 2 users, you know, staff members that need access, right?
[CUSTOMER][NEUTRAL] And we added them as users under [PII], right? But now, they explained when I called the other day that they have to be added under [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Since he's the, you know, producer.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] The thing is, the online system won't allow me to add those two users that were under [PII] under [PII] because it's saying oh sorry it already exists email already exists.
[AGENT][NEUTRAL] Oh, because they, so yeah, now you can, but you're gonna have to make, which is so wonky. I don't know if they will be good with you using like your like an email like maybe if y'all made a generic one.
[AGENT][NEUTRAL] You know, [PII] or something, you've seen people do that, but they're fixing it. So we've been telling people just to kind of hold out just a little bit because they're making it now where you don't have that issue if you use the same email more than once. So I've just been telling people, you know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] They're fixing it because overwhelmingly people have had the same issue. So we actually took it all the way up to IT and so they're actually creating a work around that to prevent that. I guess they didn't take the situation that it was only that people only have one email, um, so they're fixing that for us.
[CUSTOMER][NEGATIVE] The problem
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The thing is we have a new case that's coming in soon and they need to get in to look at the group, you know, stuff that they need in order to enroll people and stuff.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Oh, this is quite a dilemma and I'm caught in the middle.
[AGENT][NEUTRAL] You and me both. I said, you know, and just my luck, the people who created this don't take phone calls. I said, if you guys could take one phone call, I swear you would rethink this entire system.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right. So,
[CUSTOMER][POSITIVE] I could, you know, we could do this, we could try to go back into [PII]'s right?
[CUSTOMER][NEUTRAL] Um, log in and I guess delete, can we delete a user once we add them in?
[AGENT][NEUTRAL] You can delete a user. Yeah, as I say, you just have to go to where it says manage users. Um, if you got a manage users then you'll be able to uh delete it out.
[CUSTOMER][NEUTRAL] You should be able to, right?
[CUSTOMER][NEUTRAL] I delegate users all the time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see. I'm gonna have to log out.
[CUSTOMER][NEUTRAL] Unbelievable. Hold on, let's, let's see if we can log in under [PII] and see if we can remove those two users that'll resolve this, you know, adding them under [PII].
[CUSTOMER][NEGATIVE] Oh, it's just like not fun.
[CUSTOMER][NEUTRAL] Anyway, um, in the meantime, can you help me out with the commission statement?
[CUSTOMER][NEUTRAL] Or no.
[AGENT][NEUTRAL] Yeah, that's, so they, hm they're gonna have me, so let's do the, can if I can do it over the phone if you promise you'll send me an email while I'm doing it.
[CUSTOMER][NEUTRAL] OK, sure, hold on.
[AGENT][NEUTRAL] Because if we make changes or send request out we have to have an email from the person where they asked us for it. So if you can send me an email real quick, then I can reply back to it and that way we can like kind of do it over the phone basically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, no problem. What's your email address?
[AGENT][NEUTRAL] Um, so spells, so [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you just shoot me that like the group number or you can just put the person's name that you're trying to pull the commissions for for what group number, I can just shoot it back to you on that same email.
[CUSTOMER][NEUTRAL] Alright, let me
[CUSTOMER][NEUTRAL] Yeah, it's it's more than one group.
[CUSTOMER][NEUTRAL] I need um I'm missing a statement and.
[AGENT][NEUTRAL] So just put the person's name and then I'll just run the whole thing for that person.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] Yeah, it's for a group, yeah, for many groups.
[AGENT][NEUTRAL] So that's sounds like a city you listing off all the groups. Let's just do.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] We do
[CUSTOMER][NEUTRAL] Oh, just I'll give you one of the group names. Would that help you? And then the, um, and it's all under Condi Inc just so you know. Let me send you email now.
[AGENT][POSITIVE] You're amazing.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] I mean, I know companies like to change, but we've been with you for years and every month we were able to log in, get our commission statement, you know.
[AGENT][NEGATIVE] Right, and then they sent out email correspondence, but it just wasn't.
[CUSTOMER][NEUTRAL] No, it's all changed.
[CUSTOMER][NEUTRAL] Yeah, I'll just say um
[CUSTOMER][NEUTRAL] 28. Let me see that.
[CUSTOMER][NEUTRAL] And the inc in the subject.
[CUSTOMER][NEUTRAL] Need commission.
[CUSTOMER][NEUTRAL] Statement
[CUSTOMER][NEUTRAL] And then I'll
[CUSTOMER][NEUTRAL] Let me see here and then you'll have my email.
[CUSTOMER][NEUTRAL] And I'm sorry, your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I think we've talked before already. [PII], hi [PII]. OK, I'll send it to you now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me go to the folder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I take care of all their commissions, their licensing and administrative and accounting.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Can you imagine?
[AGENT][NEUTRAL] I cannot
[CUSTOMER][NEUTRAL] What my life is like.
[AGENT][NEUTRAL] You are one busy lady.
[CUSTOMER][NEGATIVE] Yeah, I'm getting underpaid for sure between you and me.
[AGENT][NEUTRAL] Yeah, well, and they have us kind of by states, and I was like, you know, and then now they're like, you know what, broker resources can handle new agents too, and new groups and renewals, and I said, you know, if we get one more and I might transfer to claims.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I wish I could transfer.
[AGENT][NEUTRAL] Right, OK, so this is a NAS group, so you definitely have talked to me before.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because [PII] is one of my states.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm, we're in [PII].
[AGENT][NEUTRAL] OK. So let me