AccountId: 011433970860
ContactId: c3c23ddf-424d-4e8f-8b41-cbbbcf0a446a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290320 ms
Total Talk Time (AGENT): 123759 ms
Total Talk Time (CUSTOMER): 62150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c3c23ddf-424d-4e8f-8b41-cbbbcf0a446a_20250606T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at Signature Benefits Plus. How are you today?
[AGENT][NEUTRAL] Well, how are you?
[CUSTOMER][NEUTRAL] Good. I wasn't just talking to you, was I?
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] I've been calling you all. OK. Well, I'm having a problem.
[AGENT][NEUTRAL] I don't think so, OK.
[CUSTOMER][NEUTRAL] Oh, I'm on the site and my broker has set me up with a level 3. Well, I'm sure that means something to you so that I can see the commissions on the portal. I'm on our groups. I don't see any commission whatsoever, and I don't know. Maybe it hasn't been downloaded. Maybe I'm not set up right. I wonder if you can just take a look at that and see if I'm doing everything right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so who are you with your agency?
[CUSTOMER][POSITIVE] So I'm like signature benefits plus.
[AGENT][NEUTRAL] Signature.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm, well.
[AGENT][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm asking my um
[AGENT][NEUTRAL] I'm asking [PII] if she's also on my team, and she's the one that's kind of.
[AGENT][NEUTRAL] Heading this new OSC if you will, and she has a view that I don't have so I'm trying to ask her if she can help see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If your level 3 was set up correctly, um, let me see if she answers.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um, she, we were actually just talking so hopefully she can.
[AGENT][POSITIVE] She doesn't give me an answer fairly soon. I can get your um number and I can give you a call back.
[AGENT][NEUTRAL] Cause
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] Yeah, let me do that because I would really like to also have this access that she can have so I might just, I would like to know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, really, so really if we can make sure [PII] has that access because I would love for him to log in and get his own commission and not have to come to me every month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'd like to make sure he's got it.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Yeah, so the, so the issue with that is is since his commission is being paid to the agency, you guys, like I don't like if he was if he was getting commissions directly paid to himself then he would be able to do that but since he has an agency that his commissions go to, he can't I think maybe you can give him access.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As a level 3 to like log in to your site to your OSC account um but then he would probably be able to see like if you have multiple agents.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm afraid he would be able to see everybody's commission, but yeah, and it has to be paid directly to him in order for him to get those benefits of seeing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh, OK.
[AGENT][NEUTRAL] Important
[CUSTOMER][NEUTRAL] Alright, whatever we need to do so that we can at least get those statements.
[AGENT][NEUTRAL] Yeah, let me see what [PII] um says back to me and then I can give you a call back. What was your name again?
[CUSTOMER][NEUTRAL] Page
[AGENT][NEUTRAL] Page.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, and then I have your phone number so um yeah, I'll give you a call right back.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate your help.
[AGENT][POSITIVE] Yeah, of course. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye bye. You
[AGENT][NEUTRAL] Right