AccountId: 011433970860
ContactId: d964a637-17cf-4a15-9c61-f8fa45b4423a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1243359 ms
Total Talk Time (AGENT): 294880 ms
Total Talk Time (CUSTOMER): 266163 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d964a637-17cf-4a15-9c61-f8fa45b4423a_20250520T15:06_UTC.wav
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[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Hey, this is Te[PII].
[CUSTOMER][NEUTRAL] Hi, this is, sorry, OK, this is An[PII]ith Palmetto Insurance.
[CUSTOMER][NEGATIVE] I'm trying to get signed on and get our commission statements and it says your account is no longer active.
[AGENT][NEUTRAL] This number
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] You have the group number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What do I?
[CUSTOMER][NEUTRAL] And we're an agent so I mean we've got a lot of different groups.
[AGENT][NEUTRAL] Do you.
[AGENT][NEUTRAL] I'm just trying to be able to
[AGENT][NEUTRAL] What group are you trying to log into?
[CUSTOMER][NEUTRAL] Well, I'm trying to log into our agency to see our commission statement for all the groups we have written.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I'm trying
[AGENT][NEUTRAL] What is the agency?
[CUSTOMER][NEUTRAL] Palmetto Insurance Associates LLC.
[AGENT][NEUTRAL] How do you spell it?
[CUSTOMER][NEUTRAL] P [PII].
[AGENT][NEUTRAL] [PII]t's um.
[CUSTOMER][NEUTRAL] I see a contract number that's 00605 that's listed like on each.
[CUSTOMER][NEUTRAL] I don't know if that goes with the producer, which is Jo[PII].
[AGENT][NEUTRAL] So which are you trying to use the longer you see username, or are you using a different username?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, the Wa[PII].
[CUSTOMER][NEUTRAL] This probably would not have been Walker Agency, um, this would have been.
[CUSTOMER][NEUTRAL] Because Jo[PII]ould have been the Keys group. Key's an insurance agency group.
[AGENT][NEUTRAL] M K E Y S
[AGENT][NEUTRAL] Username.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so when I open that one, I can send you a.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEGATIVE] I mean my previous log in, you know, I don't know why it's not working.
[AGENT][NEUTRAL] Yeah, you haven't logged in in a long time. I think it's just probably hasn't been used in a while. Um, let me try.
[CUSTOMER][NEUTRAL] Well I mean our we've got an accounting service that usually pulls the commission statements and they log in every month, um.
[AGENT][NEUTRAL] I wonder what they're using because this is for MK[PII]That one hasn't been used in about since July.
[CUSTOMER][NEUTRAL] Well, no, my login would have been AM[PII].
[CUSTOMER][NEUTRAL] My login would have been Am[PII].
[AGENT][POSITIVE] That lets you create a new one by chance?
[CUSTOMER][NEUTRAL] Um, well, I looked at that because I saw there's a new site or something, but when I choose new one it's like there's not a choice for what I am because I'm not licensed with you and I'm not a principal and I'm not a client or a group.
[CUSTOMER][NEUTRAL] Person whatever individual or group. I'm just accounting so I pull commission statements.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I'm trying to think how to.
[CUSTOMER][NEUTRAL] So I wasn't sure what to pick.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one second, I'm about to go to the website to see what it looks like.
[CUSTOMER][NEUTRAL] If I do new user it says which role best describes you.
[CUSTOMER][NEUTRAL] And I'm not a writing agent or broker appointed with APL. I mean, I am an agent, but
[CUSTOMER][NEUTRAL] I'm not working in that capacity and I'm not an agent for you and I'm not a principal but.
[CUSTOMER][NEUTRAL] I'm not sure which one of those options I need to pick just get into pull, uh, commission statements.
[CUSTOMER][NEUTRAL] And we'll try that one and see if they want me to be principal.
[CUSTOMER][NEUTRAL] Mm, no, it's not let me do that.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, can't do that either.
[AGENT][NEUTRAL] Do you know if the commissions are paid directly to the agency?
[CUSTOMER][NEUTRAL] Um, I believe so.
[CUSTOMER][NEUTRAL] Let me look, verify that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Pretty sure I see that.
[AGENT][NEUTRAL] And you said the first error message was telling you that that you was an actor?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I said said my account was no longer active.
[AGENT][NEUTRAL] OK. Let's take a look.
[AGENT][NEUTRAL] Go to um and you.
[CUSTOMER][NEUTRAL] Yeah, American Public, they direct deposited on Ma[PII].
[CUSTOMER][NEUTRAL] Sorry, Ma[PII].
[AGENT][NEUTRAL] OK. And your, what was your first name?
[CUSTOMER][NEUTRAL] An[PII].
[AGENT][NEUTRAL] [PII]K.
[AGENT][NEUTRAL] M [PII].
[AGENT][NEUTRAL] [PII]K, give me one second here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is Ri[PII].
[AGENT][NEUTRAL] [PII]nd the agent that you're trying to get the commission, is, are you trying to pull St[PII]r everyone's commission?
[CUSTOMER][NEUTRAL] Uh, I try to pull everyone.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You wanna do everyone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because yeah, basically we get the direct deposit and then we pull the commission statements in to import it into our system.
[CUSTOMER][NEUTRAL] So anything that's tied to Palmettos insurance.
[CUSTOMER][NEUTRAL] Or to our FEIN number then I should be getting.
[AGENT][NEUTRAL] So when you do, I'm the principal of the agency what screen does it take you to for that one?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It takes me to
[CUSTOMER][NEUTRAL] Tax ID number, city email on record and zip code, but none of that when I tried Belton and Anderson with the.
[CUSTOMER][NEUTRAL] Let me try one of Anderson option.
[AGENT][NEUTRAL] So is it telling you the tax ID number is wrong or the email on record is?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Go to AT&TI.
[CUSTOMER][NEUTRAL] So no user found with the information that was entered, which I'm not a principal so yeah.
[AGENT][NEUTRAL] Type in speaking.
[AGENT][NEUTRAL] For parish.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, he's been rat.
[AGENT][NEUTRAL] Um, so we need to go to um
[AGENT][NEUTRAL] No, you can't seek commission by card number. You have to seek commission by the agent, um, go back to that.
[AGENT][NEUTRAL] Please type in this number type in.
[AGENT][NEUTRAL] Does she normally use the sp[PII]s her user. Your username that you use is the
[CUSTOMER][POSITIVE] Am ic[PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's what, uh, let me double.
[AGENT][NEUTRAL] A [PII]OK.
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Type in their username.
[AGENT][NEUTRAL] So A [PII].
[CUSTOMER][POSITIVE] [PII]orrect.
[AGENT][NEUTRAL] Shows that it's I'm showing it's active. I don't know why, and it shows the last login was in January, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I mean there should be one every month because I think we get a commission payment every month, um.
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] Let's see, give me one sec.
[CUSTOMER][NEUTRAL] And I tried resetting my password and it let me get.
[CUSTOMER][NEGATIVE] It let me actually reset it, but then it said still said invalid, um.
[AGENT][NEUTRAL] So like when it says it's invalid it's saying your username is invalid or it's saying the password is invalid.
[CUSTOMER][NEUTRAL] It says your account is no longer active. Please contact brokerso.
[AGENT][NEUTRAL] So just send an email that says your password is not, I mean your username is no longer invalid. Please contact worker Resources.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let's see and I tried something new. So let's go and and try to log in and I created a new password and let's see if that works. So for your username, we're just gonna do lowercase A [PII].
[CUSTOMER][NEUTRAL] [PII]K.
[AGENT][NEUTRAL] Um, and then,
[AGENT][NEUTRAL] For your password, we're just gonna use today ca[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same thing it says your account is no longer active. Please contact broker resources.
[AGENT][NEUTRAL] OK, so let me try something else because I'm wondering because on here it has 3 different zip codes for you. What zip code were you using when you do?
[CUSTOMER][NEUTRAL] Um, well, I don't get it if I mean I don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One thing when it asked you um.
[AGENT][NEUTRAL] For the tax ID when it says zip code, yeah, when you try to do a new user, what zip code that you use on there?
[CUSTOMER][NEUTRAL] We're trying to create a new user.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You probably did Anderson for the
[AGENT][NEUTRAL] It's just it's.
[AGENT][NEUTRAL] And I'm wondering if that was me.
[CUSTOMER][NEUTRAL] Well, because we've got An[PII]elson offices and we've got our former.
[AGENT][NEUTRAL] Yeah, because that's what I was gonna say you got the An[PII]but then the email that's linked to you, this is so weird. OK.
[CUSTOMER][NEUTRAL] Yeah, see our Anderson, we moved our office about 4 years ago, so it used to be 26[PII]Now it's 29[PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] For a secret so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Be[PII] 29627, so.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] What it wants me to enter.
[AGENT][NEUTRAL] But I
[AGENT][NEUTRAL] I'm trying all the good codes. There's like you got 2 972.
[AGENT][NEUTRAL] It has your email and Rice as the email address, but then it also has a second email kr[PII]so I'm wondering if the email on file is kr[PII].
[CUSTOMER][NEUTRAL] OK, Ta[PII]s no longer with us, so that needs to be gone.
[AGENT][NEGATIVE] So we need to change, so that's a problem too.
[CUSTOMER][NEUTRAL] We probably need to update a lot of information.
[AGENT][NEUTRAL] if that's why it's doing that because Ro[PII]s letting me go to the next step, but then it's send a contact number which is so I'm wondering if the system knows she's not there, but then it's like still making me use this email. I don't give me one more because I think we're close. What this weekend, just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. An[PII]can I get a good callback number for you so I can give you a call back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. It's 86[PII].
[CUSTOMER][NEUTRAL] 22[PII]
[AGENT][NEUTRAL] [PII]K, because I know we're upgrading our OSC system, so that might be the reason. So let me do a little more digging and I'll give you a call right back, OK?
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] Bye bye.