AccountId: 011433970860
ContactId: b85bd11d-5556-4ba8-b418-350a5dc90eed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454739 ms
Total Talk Time (AGENT): 174623 ms
Total Talk Time (CUSTOMER): 206021 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b85bd11d-5556-4ba8-b418-350a5dc90eed_20250102T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I got an agent on the line, um, [PII]. She's calling about an email she received about her commission and she needs help with that.
[AGENT][NEUTRAL] OK, that would, yeah, go ahead and put her on through.
[CUSTOMER][POSITIVE] OK, thank you. Here she comes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for holding and being patient OK 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. You're welcome. Have a good day.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello there.
[AGENT][NEUTRAL] 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.
[AGENT][NEUTRAL] Oh my.
[AGENT][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.
[AGENT][NEUTRAL] Well, your agent number is gonna be your NPN.
[CUSTOMER][NEUTRAL] Oh, is that right? OK.
[AGENT][POSITIVE] Yeah, yep, all right, let's see what we have.
[CUSTOMER][NEUTRAL] OK, I can give you the name of the group that I've enrolled, um.
[AGENT][POSITIVE] Oh, you and I have worked together on those.
[CUSTOMER][NEUTRAL] Oh, who am I speaking with?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh my gosh, hi.
[CUSTOMER][POSITIVE] OK, I'm sorry, honey. I am so sorry. I did not realize I was speaking with you cause I was talking with someone else and um oh, OK, apologies. Happy [PII], girl. How are you?
[AGENT][POSITIVE] [PII] to you too. I'm doing well. How was your [PII]?
[CUSTOMER][POSITIVE] Um, it was, you know what, it was good. It was good.
[AGENT][NEUTRAL] Well, the same. Uh, my husband had to work.
[CUSTOMER][NEUTRAL] Yeah, yeah
[AGENT][NEUTRAL] I mean, we were in bed by [PII] and.
[AGENT][NEUTRAL] He got up, said Happy [PII], walked out the door and said, just go back to sleep, and I didn't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, you know, I, I, I brought it in prayerfully and then with my cat named Monkey. And so there you go, that was my [PII], but you know what, you can't, you can't, so yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] All right, let me get my admin up, see what's going on here.
[CUSTOMER][NEUTRAL] Yeah, I hadn't, I hadn't ever because it said your commission statement is available and I didn't know if it was, um, you know, like the second half of the advancement or even if it was time for that and so I thought, well, you know, I don't have, I haven't ever been to the online stores and, um, and when I tried to do that that it didn't recognize my information.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] How's [PII]? I haven't talked to him for a minute.
[AGENT][NEUTRAL] I'm sorry, what was that, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I, how is [PII]. I haven't talked to him for a minute.
[AGENT][NEUTRAL] He's doing fine. He's actually taking a little time off, um, you know, 4th quarter for everybody is just chaos.
[CUSTOMER][NEUTRAL] It just is, yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And this was his 4th quarter with APL, my 28th, so I mean it's yeah.
[CUSTOMER][NEUTRAL] Oh my gosh, I did not know that.
[AGENT][NEUTRAL] Yeah, I've been with the company a long time.
[CUSTOMER][NEUTRAL] Neat.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So, um, yeah, it was.
[AGENT][NEUTRAL] Nothing new for me, so I just push on through. OK, it looks like there is
[AGENT][NEUTRAL] One called APL 123456.
[AGENT][NEUTRAL] OK, you already have a username for your.
[AGENT][NEUTRAL] Agent and you're getting paid direct, right?
[AGENT][NEUTRAL] Your commissions are going to you.
[CUSTOMER][NEUTRAL] Um, yes, but then I'll tell you something that happened was that my bank account got um,
[CUSTOMER][NEGATIVE] Um, it was, um, what is it even called? it it got anyway, it got hacked into and, um, they had to close my bank account completely and give me a new one. And so, um, if they tried to pay me direct, it would not have gone through and that was part of the reason why I thought I should check as well.
[AGENT][NEUTRAL] OK, so the account number, yeah, the account number that we have ends in [PII].
[CUSTOMER][NEUTRAL] Cause the information has changed.
[CUSTOMER][NEUTRAL] Yeah, I don't have that anymore.
[AGENT][NEUTRAL] OK [PII], what I'm gonna need you to do, I'm gonna send you um an updated form.
[AGENT][NEUTRAL] Uh, give us your new bank account number.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And that might be part of our problem, but it looks like you've already created a username and password um.
[AGENT][NEUTRAL] Your username is [PII].
[CUSTOMER][NEUTRAL] I don't remember doing that, but.
[AGENT][NEUTRAL] Uh, looks like it was created [PII].
[CUSTOMER][POSITIVE] Goodness, OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], no spaces, it's just [PII].
[CUSTOMER][NEUTRAL] OK, and then what else do I need? What, what was the other?
[AGENT][NEUTRAL] Uh, whatever your, uh, password is, that part I cannot see. I can't see the password. I can just see your username.
[CUSTOMER][NEUTRAL] OK. Now
[CUSTOMER][NEUTRAL] any like commissions that may have tried to process.
[AGENT][NEUTRAL] Um, let me, I'll have to go to another system.
[AGENT][NEUTRAL] OK, and what's the letter for um January commissions, December commissions, what was it for?
[CUSTOMER][NEGATIVE] Um, I, I didn't know. I could see I haven't received, I, I don't even think is it time for me to be receiving the like the second part of my, you know, how you get advanced like the 1st 6 months and then after that, you know, yeah, is it time for that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I don't know. I'll have to check. That's another department that handles that. Um, I can check on that. So tell you what, [PII], let me, let me do some digging on my end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I'm gonna send that form over to you though so that your deposits do go to the right bank account.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Right, because whenever I saw that maybe you know maybe it is time for those commissions um so OK yeah and then um.
[CUSTOMER][NEUTRAL] OK, I don't have my checks for that account yet. Do you have to have a voided check?
[AGENT][NEUTRAL] No, no, just give us the routing number and, and the account number and, and we should be fine.
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good, [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. We'll talk soon.
[CUSTOMER][POSITIVE] Alright thanks bye.
[AGENT][NEUTRAL] Bye bye.