AccountId: 011433970860
ContactId: e051fecf-fabd-4572-a9fb-d871f49dfe37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 777359 ms
Total Talk Time (AGENT): 335722 ms
Total Talk Time (CUSTOMER): 320063 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e051fecf-fabd-4572-a9fb-d871f49dfe37_20250430T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with Brown and Brown of [PII], and I'm trying to get some help obtaining a direct bill commission statement.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what is?
[AGENT][NEUTRAL] Let's see, is this, are you calling? I just received a phone call from somebody in [PII] that was trying to get.
[AGENT][NEUTRAL] Is this OK, same thing. OK. I was like, is this the same?
[CUSTOMER][NEUTRAL] Yeah, her name's [PII] too, yeah, yeah, I'm actually in the office, um, let me, let me tell you what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We had to log in to pull statements.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And the password is expired and it wants to send a verification code to someone who's no longer with us, so like a Hickenbottom.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So she hasn't been with the agency for over a year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the statements come the producer on that showing on there is [PII]. So I told [PII] I said well do you have a log in or can you set yourself up? and I sent him a link and he set himself up the log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we got in there and it says commissions are paid directly to the agency on record. We tried setting up a new agency log in with our old tax ID, our new tax ID, the PCLs old email, the new email we don't know how to get the statement.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Is, is [PII] in your office?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Can you, um if I send you, OK, here is what we're gonna do.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I mean if you can send it to [PII], if you can send it to the piece or PCL [PII], that's fine but uh uh ultimately we need a login that can access these statements.
[AGENT][NEUTRAL] Sure, yeah, no, of course, OK, so what I can do is I can, I mean I can definitely give [PII] like a log in, um, I don't know if you're wanting one as well or if you would just log under [PII] like you know what I'm saying like what do you, what's the easiest for you guys? You can each have one.
[CUSTOMER][POSITIVE] Mhm yeah we sat here yeah we yeah we've set him up he said and then it gave him access to set me one up but we both have that grayed out so ultimately if we could both have a log in that would be great.
[AGENT][NEUTRAL] Yeah, it's because
[AGENT][NEUTRAL] Yeah, it's because it's the it's to the Brown and Brown of Tennessee Inc so it's to the he gets his commissions paid to the agency of course so we just need to, yeah, let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Correct, yeah, and I have a copy of the check.
[AGENT][NEUTRAL] I know. Isn't that so crazy? I know. It kinda, it makes it difficult.
[CUSTOMER][POSITIVE] I have everything but the statement. Well, I'm so glad you're the same one that that [PII]'s talked to because that made life so much easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what is your
[AGENT][NEUTRAL] Yes, what is your email really fast, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. That's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if we can get.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh.
[AGENT][NEUTRAL] [PII] and [PII] up to.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, we've had a hard time because our corporate office decided to consolidate tax ID numbers and change the name.
[AGENT][NEUTRAL] Oh Lord, of course.
[CUSTOMER][NEUTRAL] And so all that's going on, so it's like there's no telling how it is in your system now, but at least the check we just got on [PII] does still say Brown and Brown of [PII], so.
[AGENT][NEUTRAL] So that makes it hard.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Nice, OK.
[AGENT][NEUTRAL] Well, hopefully,
[AGENT][POSITIVE] I know he's gonna say yes, so I'm just gonna start, hopefully he'll say yes in just a minute. I just sent an email to both of you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so let me know.
[CUSTOMER][POSITIVE] OK, yep, I got it.
[AGENT][POSITIVE] OK, perfect. So if you can just respond to me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, he's show, yeah, his teams is showing him out uh as uh yellow right now, so he may be at lunch.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I want to give him level three access, so [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah, but uh
[CUSTOMER][NEUTRAL] Yeah, he's [PII] [PII], yeah.
[AGENT][NEUTRAL] OK, I'm gonna send that to him cause he can have it himself, of course, cause it's, he's on the
[AGENT][NEUTRAL] Let's see [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, he just, he just sent an email back. He must have done it from his from his phone. OK, perfect. So I just sent, um, so [PII] will receive his own email with his login.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, and user name and then you guys will just go in and set up your own password and then I just sent you a separate email to your email address with your login username so it's just [PII] and then UON and then you'll go in and set up your own password. I gave him level 3 access which shows everything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you have level 2 access which you can receive commission statements it's just 1 down from a broker so that's it you should.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You should be receiving that email and we can stay on the phone until you do so you can.
[CUSTOMER][NEUTRAL] OK, yeah, I don't know it just quite yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do do do do do do.
[AGENT][NEUTRAL] Right, I know.
[CUSTOMER][NEUTRAL] Yeah, it hasn't hit me yet.
[CUSTOMER][POSITIVE] Yeah, I appreciate it because we've just.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah, so I left and this corporate team took over.
[AGENT][NEGATIVE] It's always a mess when that happens.
[CUSTOMER][MIXED] Post and commission for us and they pull the, and they pull the statements for us, which is great, but bless their hearts, you know, they just don't.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I know. Well, one department or one person can't be in charge of that, like you need some help somewhere else, especially if, if you're needing to get something.
[CUSTOMER][POSITIVE] Yeah, I just feel for them because they try so hard and then she, yeah, [PII] called me and she goes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just don't have enough story and I'm like oh that's fine.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, it's fine. I'll help you.
[AGENT][NEUTRAL] Yeah and it's hard for us too because not that we don't believe anybody or I mean obviously you guys we know that y'all are who you are it's just sometimes hard to be to give approval for something like that over the phone when you're just like we're dealing with brokers commissions like we can't just be giving out logins to anybody so like we have to be just very careful, yes, of course we just we have our own.
[CUSTOMER][POSITIVE] I know, I know. It's like I appreciate it.
[CUSTOMER][NEUTRAL] Yeah, I appreciate it, but yeah, it's like, you know.
[AGENT][NEGATIVE] It's, it's hard. I know. It's hard, especially if you're needing something that you need to get immediately.
[CUSTOMER][NEUTRAL] I know and they're trying to get everything posted from month end and it's just like oh my gosh.
[AGENT][NEUTRAL] Yes, of course. Yeah, and it's the last day of the month.
[CUSTOMER][NEUTRAL] Yeah, so you probably get a lot of these calls.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So far I don't have anything, but
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And you didn't, and you
[CUSTOMER][NEUTRAL] Yeah, and it's so far my old login is an update which was also diffusing but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I logged out and then back in to try it.
[AGENT][NEUTRAL] Oh, wait. I'm sorry.
[AGENT][NEUTRAL] I didn't save yours. OK, let's try again.
[CUSTOMER][NEUTRAL] Oh, OK
[AGENT][NEUTRAL] Let's try again. Oh, the account already exists. What was it saying to me? Hold on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The account already exists.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What did it say?
[AGENT][NEUTRAL] Uh, oh, please choose a different username. OK, do you send one.
[AGENT][NEUTRAL] Oh, it's gotta be, yeah. There we go, there we go. Sorry.
[CUSTOMER][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, there we go.
[AGENT][NEUTRAL] Yeah, there we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's try this.
[CUSTOMER][NEUTRAL] If you send one.
[CUSTOMER][NEUTRAL] OK, and I got I did get a separate email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Let's see if it will let me know, OK, and there it shows me commission statements, yay.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, it's not grayed out.
[AGENT][POSITIVE] I'm glad that was a a quick situation. Sorry about that.
[CUSTOMER][NEUTRAL] So it's gonna let me download these now.
[CUSTOMER][NEUTRAL] It looks like it will do do do do do do do my download will start shortly.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The PDF but it didn't seem to have anything on it, but mostly.
[CUSTOMER][NEUTRAL] I do it to Excel, but it's showing me that, but it's showing me the money and it's showing me it's there, so.
[AGENT][NEUTRAL] There we go. OK.
[CUSTOMER][NEUTRAL] So, so this looks much more promising.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you didn't show me.
[AGENT][NEUTRAL] You might have to adjust your
[CUSTOMER][NEUTRAL] Detail.
[AGENT][NEUTRAL] Did you adjust your dates to what you needed it to be?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's probably what it is. I bet it needs.
[CUSTOMER][NEUTRAL] Oops, there's been an error.
[CUSTOMER][NEUTRAL] Well, let's just
[AGENT][NEUTRAL] And I can um
[AGENT][NEUTRAL] I mean, obviously.
[CUSTOMER][NEUTRAL] Select the payment. OK, let's see, assuming it's the [PII], 000, maybe it just did it.
[AGENT][NEUTRAL] Because I can pull it on my side as.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do do do do do do do let's see. Yes.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] No, I have detail and it's the right detail. Yay, OK, so I, I appreciate it so much. Thank you for your help.
[AGENT][POSITIVE] Yay. Awesome.
[AGENT][NEUTRAL] Of course, of course, yeah, of course, let us know if we need to add anybody to this [PII] and Brown of Tennessee um OSC too, if it helps with like other logins and stuff, if anybody else helps, we just need a an email just kind of the same situation with [PII] on it just for approval so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][POSITIVE] But, yeah. All right. Well, I hope you enjoy your day.
[CUSTOMER][NEUTRAL] OK, that'll work.
[CUSTOMER][POSITIVE] You too, thank you again for your help.
[AGENT][POSITIVE] Thanks. Mhm, bye.
[CUSTOMER][NEUTRAL] OK bye [PII].