AccountId: 011433970860
ContactId: d9d11965-6ffb-498f-ad38-7e3cf4af369b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364390 ms
Total Talk Time (AGENT): 163006 ms
Total Talk Time (CUSTOMER): 153045 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d9d11965-6ffb-498f-ad38-7e3cf4af369b_20250618T14:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey there, good morning [PII]. I'm calling you from the broker's office here at Associated Financial Consultants, and I understand that the website has changed, but I, I, I can't find our commissions on it anywhere.
[AGENT][NEUTRAL] OK, yeah, are you, are you already logged on to the portal?
[CUSTOMER][NEUTRAL] I am. I'm in the portal, so if you could guide me where to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yes, so are you seeing the groups on your portal instead?
[CUSTOMER][NEUTRAL] OK, so I, this is what I, what I see right now is a dashboard and then production then agents groups, resource center and help.
[AGENT][POSITIVE] OK, let me, let me log in and see, um, yeah, absolutely.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] OK, so if you select agents or if you, yeah, if, if you select agents, then I'll take a little bit to load and then if you select the agent's name and then you scroll down it will give you like a graph and under there will be the commissions.
[CUSTOMER][NEUTRAL] Agents, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, cool. OK. All right. OK, so I see that. Uh-huh.
[AGENT][NEUTRAL] Yeah, and so.
[AGENT][NEUTRAL] And then if you go to the show list that's right under the graph um so for June you would if you wanted the most recent commission how we split up our commission is [PII] through the [PII], so that's period one and then um it would be the [PII] through the [PII] or the [PII] would be 2.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] So you would just download the period one.
[CUSTOMER][NEUTRAL] OK, now, in, in, in the past you had a, I think there was a choice where you could either click on it and get it, it would open up as a PDF or it was a da or it would open up as a uh Excel. So I only see the Excel choice is that just the way it's gonna be only Excel? OK, alright, so.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, yes, yes, yeah, but there is a way if you wanted to like you personally could um export the Excel to a PDF if that's something that you wanted to do for your records um so.
[CUSTOMER][POSITIVE] Cool. OK. Cool. All right.
[CUSTOMER][NEUTRAL] No worries. OK, so I opened up the report and it's, it's blank. It's blank. There's nothing there.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no. Oh no.
[AGENT][NEUTRAL] OK, what is your
[CUSTOMER][NEUTRAL] Because I'm, I'm looking for like $1800.
[AGENT][NEUTRAL] What is the group name you said it was associated Financial?
[CUSTOMER][NEUTRAL] Yeah, yeah, consultants. Do you need our tax ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I, let me see if I can find it this way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty I appreciate that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I love the old website. I could do it with my eyes closed.
[AGENT][NEUTRAL] I know, I know, I know.
[CUSTOMER][NEUTRAL] Uh, we don't like change.
[AGENT][NEUTRAL] I know, I know it was just one of those things where we just had a lot of users that we didn't even that weren't even using it or we didn't even have their updated email um so.
[CUSTOMER][NEUTRAL] I get it.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] Now I just received my access today because um.
[CUSTOMER][NEUTRAL] Um, my, my, um, like my, I went to sign in this morning and then set up my username it was an email so I had one of the other girls go ahead and add me to the, you know, whatever. So this is the first time I'm logging on to the new site.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] How exciting and it's not working.
[CUSTOMER][POSITIVE] Exactly. It's OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm looking at your, your page right now. I'm gonna try and download it as well and see if I receive that same error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome I appreciate that.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Yeah, I'm looking for 1801.22.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I got it when I pulled it up. Are you, do you know if you have the access for it?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] To download the commission because there's different levels.
[CUSTOMER][NEUTRAL] I don't know. Oh, maybe they gave me the, the not the, not the correct one. I will check with our, OK.
[AGENT][NEUTRAL] Yes, yeah, if you need the, if you need the highest level, it's gonna be level 3, and that will give you the, yes, that will give you the availability to see the commission and then you would press the download period 1 and that should, should be able to give you access to the commission statement.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic. I shall let them know. Well, I appreciate your help this morning and it's [PII], right? Thank you so much. I appreciate it. You have a great day. Thank you. Bye-bye.
[AGENT][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] Of course. You as well bye bye.