AccountId: 011433970860
ContactId: d96f7b21-0d36-4659-bfee-a1aef102f7f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324149 ms
Total Talk Time (AGENT): 141561 ms
Total Talk Time (CUSTOMER): 106030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d96f7b21-0d36-4659-bfee-a1aef102f7f5_20250613T19:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII] with National Benefits Group. We have, um, we normally get commissions from you guys. It's not very much. We just have a couple of people left, um, but I want to log in and it isn't, it looks like it's a new website, so I tried to sign us up and it's saying there's an error and it told me to call this number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEGATIVE] So we cannot create a new new account with this information so I don't know what's happening.
[AGENT][POSITIVE] You're good and you said you were with National Benefit Group, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, it looks like we have 2. Do you by chance know um the address or the, the agent ID number?
[AGENT][NEUTRAL] For one either one of those.
[CUSTOMER][NEUTRAL] Um, our address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, alrighty, and what is the email address that you are using to log in?
[CUSTOMER][NEUTRAL] [PII]? Well, it wouldn't let me. I don't think we had an email. I don't know what we had on here before, um, it was [PII] is the main agency email.
[AGENT][NEUTRAL] Yes, ma'am. So when you go to that website um to log in underneath does it say create OSC account?
[CUSTOMER][NEGATIVE] Uh huh and I went there and that's where I got the error.
[AGENT][NEUTRAL] OK, hold on, let me log out of mine so I can walk you through it. OK, so you go to create OSC account and then you are an agency, so you would select agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You hit next and then you would just need to type in your tax ID number and that email that you provided, the [PII].
[AGENT][NEUTRAL] And that's it.
[CUSTOMER][NEUTRAL] OK, not the city and zip code?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, error we cannot create a new account with this information. Reach out to the agency admin to be invited to the account.
[AGENT][NEUTRAL] OK, do you mind if I try and set it up for you?
[CUSTOMER][NEUTRAL] Yeah, no, that's fine.
[AGENT][NEUTRAL] OK. Sometimes it's just so finicky.
[CUSTOMER][NEUTRAL] Do you need our tax ID?
[AGENT][NEUTRAL] No, I already have it.
[AGENT][NEUTRAL] [PII], OK
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh, I am getting that same thing.
[AGENT][NEUTRAL] Let me try as an agency.
[AGENT][NEUTRAL] Oh no, it wouldn't be um.
[AGENT][NEUTRAL] Hm, OK, I am gonna take some screenshots of this. I've tried both and I'm not quite sure what is happening. Um, I'm gonna take some screenshots of this and then I'm gonna send it to our IT department and I'm gonna see if we can figure out what's going on on this, but in the meantime, um, we can still give you your commission for I'm assuming it's for um the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you're needing the commission for?
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] Yeah, I usually do for the whole month, so I print off the [PII] through the [PII] and [PII] or [PII] [PII], and it usually winds up being like $3.63. It's not like it's anything.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You know what? $1 is a dollar.
[CUSTOMER][NEUTRAL] But you know.
[CUSTOMER][NEGATIVE] Right, you know, as soon as I don't put it on there, somebody will call me and go, you missed my connection, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, of course, of course, um, if you could send us an email to that [PII] and just send us an email, hey, can you provide me the commission for the month of May? We can get that knocked out for you.
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'll get that sent right over. Thank you.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Oh, will you call me? um, do you need my phone number to call me when you get the commission login thing straighten out?
[AGENT][NEUTRAL] Um, what is a good phone number to reach out to you at?
[CUSTOMER][NEUTRAL] Uh, we are at [PII] and my name is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], OK, perfect, thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye bye.