AccountId: 011433970860
ContactId: b51147ed-1cd5-4d52-9128-0773da985c7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538020 ms
Total Talk Time (AGENT): 234649 ms
Total Talk Time (CUSTOMER): 224459 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b51147ed-1cd5-4d52-9128-0773da985c7a_20250616T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, hi [PII], this is [PII] calling from Cony Inc. We're a broker and um.
[CUSTOMER][NEUTRAL] We added 2 new users to our online account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That are on staff with us, but neither one of those two users can see any of the groups.
[CUSTOMER][NEUTRAL] That we have the broker when the broker logs in, he can't see any groups either, but we get commissions twice a month for a long time so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that since you are seeing commissions that's telling me you have an agency account set up and so you'll have to set up a broker account. The broker account is the one that you can see the groups under.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and Cony Inc though is the broker's company, right?
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] The entity and, and the commissions are paid to Condi Inc.
[AGENT][NEUTRAL] Correct, but there should be a primary broker for, how do you spell, how do you spell it Cony Inc?
[CUSTOMER][NEUTRAL] Yeah, that's C U N D Y.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, the, the broker who is [PII], he's the producer, I guess, right? He, he owns Cundy Inc, his company.
[AGENT][NEUTRAL] Um, let me pull that
[AGENT][NEUTRAL] Yeah, it looks like the primary broker is listed under a different name. Did he sell it or did he have someone else take it over?
[CUSTOMER][NEUTRAL] No, is it under Ky Insurance Agency by any chance?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because our our commission statements come to K Inc.
[AGENT][NEUTRAL] Yeah, I'm only seeing the [PII] ink.
[CUSTOMER][NEUTRAL] Agent name.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And we've always had a log in with APL.
[AGENT][NEUTRAL] What did you say, um, Mr. [PII]'s first name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Does he have an assistant or um someone that a lot of times.
[CUSTOMER][NEUTRAL] Uh, 1 [PII].
[AGENT][NEUTRAL] No, it does have it does have um [PII] as the primary broker email, um, but it has someone else's name as the the primary person, but let me look up [PII].
[CUSTOMER][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I'm an account user too.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see something.
[AGENT][NEUTRAL] On your um on your commissions, does it only have [PII]'s uh name on it?
[CUSTOMER][NEUTRAL] No, the commission statement is to [PII] the agent agent name is [PII]
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] And we have different groups, right? that we get commissions on.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me see if when I pull up the commission I can find the broker's name.
[CUSTOMER][NEUTRAL] If you, if you see um
[CUSTOMER][NEUTRAL] Well, tell me what you see because if you see [PII]?
[CUSTOMER][NEUTRAL] That was from a long time ago.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's weird since we have all, I believe it's level 3 access right? so we should be able to see the groups.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So that's only on the you guys are all logged into the agency account so you'll only be able to see the commission on that account you will have to create a brokerage account in order to see the groups.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, how do I create the brokerage account and so that we can see have access, you know, to the group.
[AGENT][NEUTRAL] Yeah, so, so that's what I'm trying to figure out because you'll have to have the primary broker's name, um.
[CUSTOMER][NEUTRAL] [PII], OK, that'll be [PII].
[AGENT][NEUTRAL] OK, so I'm looking at your um your commission statement and I'm seeing a [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Oh, [PII] is, he's one of our agents. Yes, he's our top agent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, you can try under um [PII], but it looks like all of [PII]'s groups are the ones that you guys got commission on, um.
[CUSTOMER][NEUTRAL] Right, he works for [PII], yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, so he will have to create an account and then give you access to that.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Interesting.
[AGENT][NEUTRAL] Yes, and, and just as a heads up as well, it will require a different email address than the one that you have for your agency.
[CUSTOMER][NEUTRAL] Right, OK, of course, and [PII] has his own email address.
[AGENT][NEUTRAL] Mhm and so in order to log into that um account you have to get the verification code and so he would have to give you the verification code.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right, I got it. So, but does [PII] have like a login?
[AGENT][NEUTRAL] If you didn't have your own
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's the question.
[CUSTOMER][NEUTRAL] Cause he already, he should.
[CUSTOMER][NEUTRAL] He's the only one that can access the group, right? Information? OK.
[AGENT][NEUTRAL] Yeah, so since the groups are tied to him, they'll be under his name. Um, if there's any other brokers that you have, they will be under their names.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it, got it. OK.
[AGENT][NEUTRAL] It doesn't look like he has a commission or he doesn't have a um.
[CUSTOMER][NEUTRAL] Um, but the, the, the
[AGENT][NEUTRAL] User names signed up yet.
[CUSTOMER][NEUTRAL] OK, so then he would just go to [PII]?
[AGENT][NEUTRAL] Yes ma'am and then on the right hand side it says sign in and then right below it it will say um create new account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] So that would be the secured [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Interesting, but the broker Ross works for the broker and the broker owns Cony Inc, right?
[AGENT][NEUTRAL] So we are having we have [PII]'s name as the primary broker on Cony Inc.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then it would have to be linked to his email.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, OK, and then once he creates his login, can he add other users that work with him?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, he could, he could, yeah, he could add you um and then if [PII] has other groups, he can add you to his portal as well, um, but it just looks like based on the commission that um the primary ones are Ross.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Understood. That, that sounds like a good explanation, so that's what we'll do. And um hopefully we can resolve the issue, issue and actually see the group information, right? OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely, yes, and if you need any further assistance we can also help you if you need something in the meantime we can help with that as well um if you need help with something on the portal, um, or if you have any further questions, please feel free to give this phone call phone number a call again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks a lot, [PII]. Have a great evening. Appreciate it.
[AGENT][POSITIVE] Of course. You as well. Thank you, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.