AccountId: 011433970860
ContactId: bcf97642-b669-4f1a-9ef4-aeaef55d8d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1376000 ms
Total Talk Time (AGENT): 329333 ms
Total Talk Time (CUSTOMER): 478969 ms
Interruptions: 8
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bcf97642-b669-4f1a-9ef4-aeaef55d8d19_20250603T16:22_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] trying to log into our broker account and I don't know if it's taking us to the new website.
[CUSTOMER][NEGATIVE] If we have to reset up our login for to get access to our commission statements but it's not working.
[AGENT][NEUTRAL] Are you setting up for an agency or for a um
[AGENT][NEUTRAL] Or sorry, agency or an agent?
[CUSTOMER][NEUTRAL] Agency to I mean I get the agency to access commission statements.
[AGENT][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What year
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This caught up on the.
[CUSTOMER][NEUTRAL] Who cares what the year is Who cares what we got.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's the agency that you're trying to set this up under?
[CUSTOMER][NEUTRAL] Dennis, Charlie, and associates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] HR and that's out of [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Um, what email address are you using to try to set it up?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Um, so the email you need to use is the [PII].
[CUSTOMER][NEUTRAL] OK, so what website do I go because when I I'm clicking on the commission link.
[CUSTOMER][NEUTRAL] So am I setting it up new again or?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so have you guys never logged into the new OC?
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK, I'm I'm not, I couldn't hear you. What was the question?
[AGENT][NEUTRAL] OK, I'm just trying to make sure we're on the same page. So is this your first time logging in or you haven't even created a login to try to log in?
[CUSTOMER][NEUTRAL] No, no, no, I, I, I've had a log in to check our commission statements.
[AGENT][NEUTRAL] Correct. And now we've moved from to emails. So have you went to the new screen to set up a login?
[CUSTOMER][NEGATIVE] But now it doesn't do what it used to do.
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, so when you set up your log in you're gonna do agency and you're gonna use the email address that I provided and then once you're in, then you can add yourself as a user and then that way you can pull commission statements like you normally do.
[CUSTOMER][NEUTRAL] Agency, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so when I do this though, is it one website now or is it individual? So what I'm asking is the specific groups that we have, well, you know, if we wanna get like ID cards and that sort of thing, is that gonna be the same agency log in or do we have to set up separately again?
[AGENT][NEUTRAL] Right, you would go through the OSC.
[AGENT][NEUTRAL] No, if you're going through the agency, you would just use that agency login that you're gonna create.
[CUSTOMER][POSITIVE] Excellent. OK, let me try that right now with you on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I chose agency. It asked me to put our tax ID in, which I did, and then it's my email zip code. OK, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that all looks correct.
[CUSTOMER][NEUTRAL] Complete your account set up, OK.
[CUSTOMER][NEUTRAL] Email address which you said it should be mine.
[CUSTOMER][NEUTRAL] OK, new password.
[CUSTOMER][NEUTRAL] And when it says like display name given name and surname.
[CUSTOMER][NEUTRAL] What does it want?
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Sorry, no one's ever asked that, um.
[AGENT][NEUTRAL] Maybe it's saying like, what name is gonna show up on the, like when you log in.
[CUSTOMER][NEUTRAL] That's what I was wondering. OK, so let's see.
[CUSTOMER][NEUTRAL] Let's put [PII].
[CUSTOMER][NEUTRAL] Let me see if I can get by without having to put the given name surname. I don't know what the.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No, claim not.
[CUSTOMER][NEUTRAL] Claim not verified email address OK.
[CUSTOMER][NEUTRAL] I don't know what it wants here given name and surname. I have no idea what you want.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm gonna, I've done
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] OK, I don't know it's just not working.
[CUSTOMER][NEUTRAL] Claim not verified email address. So,
[CUSTOMER][NEUTRAL] Do I need to, OK, send verification email. Let me see what it does when I do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I have no idea what the
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I agree.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, go to the dashboard.
[CUSTOMER][NEUTRAL] No and welcome to the login.
[CUSTOMER][NEUTRAL] I don't know work.
[CUSTOMER][NEUTRAL] So we have to do the verification code every single time we try to log in?
[AGENT][NEGATIVE] It shouldn't be every time.
[CUSTOMER][NEUTRAL] OK, because it just did it twice and then it said.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then it said go to dashboard but it never took me anywhere it just took me back out to log in, which is interesting.
[CUSTOMER][NEUTRAL] Verify code OK continue.
[CUSTOMER][NEUTRAL] OK, alright, so I am in now I think.
[CUSTOMER][NEUTRAL] And I see a dashboard, but then there's nothing on my dashboard.
[CUSTOMER][NEUTRAL] So how do we find commissions?
[AGENT][NEUTRAL] Hey, do you know how to look up commissions in that area? Do you know how to look up commissions in the new OC?
[AGENT][NEUTRAL] You don't have any conditions in the.
[AGENT][NEUTRAL] Yes, kind of, or are you in it right now? Uh, I have someone on the phone answering it.
[AGENT][NEUTRAL] She just created an account. She's on the dashboard now look.
[AGENT][NEUTRAL] I'll have to go into that.
[AGENT][NEUTRAL] Log into it.
[AGENT][NEUTRAL] I mean, it should be the same way that
[AGENT][NEUTRAL] Do you see anything that says like broker production?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] As a matter of fact, I don't think the website's functioning very well. It keeps like all I see on there is dashboard agents groups resource center settings help.
[CUSTOMER][NEUTRAL] Under dashboard it just says active groups active agents.
[CUSTOMER][NEGATIVE] And then it says like start your claim or something then you have a a thing that says agents I see nowhere.
[CUSTOMER][NEUTRAL] To if I go to resource center.
[CUSTOMER][NEUTRAL] Resource center takes me to products, a billing business support, claims.
[CUSTOMER][NEUTRAL] Convention but nothing in this whole thing that shows anything for commissions.
[CUSTOMER][NEUTRAL] And when I click on the in the email.
[CUSTOMER][NEUTRAL] When I click on the link to access the commission statements?
[CUSTOMER][NEGATIVE] It takes me to this particular website so it seems to be the same website but it's not doing anything.
[CUSTOMER][NEUTRAL] And then it lists
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you think you can be able to take a screenshot maybe?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You can try.
[AGENT][NEUTRAL] Do you see where the graph is underneath the graph where it says commission.
[CUSTOMER][NEUTRAL] Unless I'm not in the right account, I mean, does there need to be two different accounts because.
[AGENT][NEUTRAL] Cause you're under the agency one, right? Under the Danish Charlie and Associates?
[CUSTOMER][NEUTRAL] Um, I just created the, I just create what the heck just happened here. I just created a new agency account like you said, so it's under the agency specifically, yeah.
[AGENT][NEUTRAL] Right, so you're under the agency and you said you're on this table with commissions.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] There's no tab that says commissions under the agency there's no tab it just says let me see here.
[CUSTOMER][NEUTRAL] Who's the profile under? It says Dennis Charlie and Associates, our address, email address, phone number. Nothing that says commissions under this account that was created.
[AGENT][NEUTRAL] And you're on the dashboard.
[CUSTOMER][NEUTRAL] So I don't know if there's a separate commission excuse me?
[AGENT][NEUTRAL] And you're you're still on the dashboard?
[CUSTOMER][NEGATIVE] I'm on the dashboard, mhm, yeah, the only thing that shows on the dashboard is active groups and active agent. There's nothing, there's no tabs, no links, no nothing.
[CUSTOMER][NEGATIVE] There's absolutely nothing to see.
[CUSTOMER][NEUTRAL] Like that's why I'm super confused what this should look like.
[AGENT][NEUTRAL] Uh, let's see what like.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm gonna, I'm gonna.
[AGENT][NEUTRAL] on the
[AGENT][NEUTRAL] Like for me. It's like what I'm looking at there like there when you click on the agent there should be like a um like a graph at the top and then it should say like commissions by month.
[CUSTOMER][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm gonna take I'm gonna, I'll email you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is your email address?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it does not look like the other website of course so the other website when I clicked on the commissions link, it would take me directly to the commissions where I can just get the statements right away. There was no, you know, bunch of pressing a bunch of tabs or anything like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it's so weird for me because I know what the bad never look at the oh you are the new let's see um.
[AGENT][NEUTRAL] But I'm sending your email to my people.
[AGENT][NEUTRAL] Like, but they sent me a screenshot of what it should look like because all I see [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] What.
[AGENT][NEUTRAL] That's the same him tomorrow.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] So she
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She sent the.
[CUSTOMER][NEUTRAL] Did you see the screenshot I sent?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Are you there? Because I can't hear anything.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I, I don't know if it's because it's on speaker that it's like cutting in and out.
[AGENT][NEUTRAL] Yeah, I'm not on speaker, so that's that's really weird because I'm not on speaker.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] 00 OK, OK, this keeps getting it.
[AGENT][NEUTRAL] Um, but I have your email and when you click agents, what happens?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I click agent, let me go back to it. Hold on, keeps logging me out. I don't, I, I mean, is the is the is the website fully functional or is it having glitches and issues?
[AGENT][MIXED] It's working. It's just a lot of people are trying, it's a different navigation, so it's kind of hard for people to navigate in it since it's kind of new.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you click on agents, does it give you a list of all the agents?
[CUSTOMER][NEUTRAL] So when I click on agent.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Are you talking about the agents tab?
[AGENT][NEUTRAL] Correct, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When it's just it's not doing anything it's just circling.
[AGENT][NEUTRAL] First
[CUSTOMER][NEUTRAL] When I click on the agents tab, it just tells me who the agent is. [PII] and Associates, there's no anything there other than it just says my agents.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I mean, do do you guys know how to navigate where the commissions tab is?
[CUSTOMER][NEUTRAL] If it's one website that we're supposed to use for everything now, where would the commissions tab be?
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm, I'm logged in on my side. So underneath dashboard there's a tab that says agents. I clicked on that tab and then I seen [PII].
[CUSTOMER][NEUTRAL] OK,
[AGENT][NEUTRAL] I clicked on that and it pulls up a graph and it says commission. There's a tab you can click that says commission. Is that not what on your end?
[CUSTOMER][NEUTRAL] Do I have to click on [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that part no one told me to do. That's what I'm trying to say like I, I'm, I'm asking you to provide the instructions of what I need to do.
[CUSTOMER][NEUTRAL] OK, so when I click on the commissions tab, then what? When I click on Dennis Charlie, yes, now that it shows commissions. So where do I find the most recent commission statement?
[AGENT][NEUTRAL] So you clicked on the tab that says commission. It should have a drop down that says like April, May, June, total commissions it says 12, it says download. It's right underneath the graph if you clicked on commission.
[CUSTOMER][NEUTRAL] Oh my god, this is
[CUSTOMER][NEUTRAL] OK, it just gives a chart, it doesn't show.
[AGENT][NEUTRAL] So under the chart, does it have a tab that says commission?
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You have to click on commissions by month I guess.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] This is terrible.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Looks like they made it worse, not better.
[AGENT][NEUTRAL] How is a screenshot.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Because in the past all we had to do was click on that email and it would take us directly to the commissions. Now when we get the commissions email it doesn't do any of that.
[AGENT][NEUTRAL] 5.
[AGENT][NEGATIVE] So when you click on your commissions email, it takes you to nothing like when you click it, it doesn't even take you to the new website.
[CUSTOMER][NEUTRAL] No, it well it takes me to the APL website, but it, it just takes me to the main dashboard.
[CUSTOMER][NEUTRAL] In the past when we clicked on the commission's email, it would take us directly to the commissions.
[CUSTOMER][NEUTRAL] I guess site or link or whatever.
[AGENT][NEUTRAL] You can write we sent you, uh, we sent you an email with some screenshots. If you want, you can put all of those concerns in that email back and we can get that to the team who works on this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I'm printing the most recent statement.
[CUSTOMER][NEUTRAL] OK, it must be this one I guess.
[CUSTOMER][NEUTRAL] Lord have [PII].
[CUSTOMER][NEUTRAL] And now I wonder if it's printable too now it's an Excel only versus a PDF.
[CUSTOMER][NEUTRAL] Oh yeah yeah yeah yeah
[CUSTOMER][NEUTRAL] Let me see if it's printable.
[CUSTOMER][POSITIVE] OK, yeah, I'll definitely make some comments because this is.
[CUSTOMER][NEGATIVE] Certainly not user friendly at this point.
[CUSTOMER][NEGATIVE] You know what I mean there's way too many steps the old the old tab used to just take us directly to the commissions.
[CUSTOMER][NEUTRAL] Right there.
[AGENT][NEUTRAL] Yeah, we've been having a few concerns with it and we've just been having, because they're a completely different department unfortunately I don't take phone calls, so we just been having everyone kind of email us and we've just been kind of compiling it to give them like a report of things, you know, that you guys see a concern about, um.
[CUSTOMER][NEUTRAL] OK, but I, I did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just we we get a lot of pushback about our email login and not having multiple emails.
[AGENT][NEGATIVE] Um, and just having to find an employee by the search engine, not being able to do that, and just a couple other things.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah it's, you know, it's, it's tough because when they launch new things, you know, I mean I know sometimes it takes getting used to, but.
[CUSTOMER][NEUTRAL] You know, when we log in, I mean I guess similar to what you see, it's just very basic, but.
[CUSTOMER][POSITIVE] You know there's like no instructions but I did find it, so thank you for your help and I will definitely respond because you know like I said when we get those commission emails I used to be able to click on the link and it goes right to the commissions so hopefully they'll fix that, you know.
[AGENT][NEUTRAL] It's so crazy that it makes you go through a whole different route, um.
[CUSTOMER][NEUTRAL] Yeah, it's completely different, you know?
[AGENT][NEUTRAL] You can be as well.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, but thank you, I'll just respond.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, take care.