AccountId: 011433970860
ContactId: e2e9afe2-054a-427f-8978-3f4a5b242c2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600179 ms
Total Talk Time (AGENT): 176027 ms
Total Talk Time (CUSTOMER): 372440 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e2e9afe2-054a-427f-8978-3f4a5b242c2f_20250417T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good hey [PII].
[CUSTOMER][NEUTRAL] I saved you like 30 minutes of aggravation talking to [PII] about this group that somehow got blanked out on their OSC for not downloading commissions, but um I do have a question about myself. So I have a username and you're doing OK otherwise. I'm sorry for getting into it, but are you doing all right? Good. Alright, so, so I have a user name of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, I'm fine. Yeah, you're OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I remember because this broker has like 5 girls, I hate to be that way, but he's got 5 girls running with their heads chopped off and then he they want to know the commissions and um I just downloaded the commissions for them. It was just a lot easier for me back in the day and I noticed it's blanked out now on the commissions because it says commissions are paid directly agency on record. Is there some way I can get level 2 access so I can download their commissions for them because.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] They're telling me after I spent almost a day getting their level to clearance again that they can't go back in time. They wanted to go back to like just say July or [PII] last year and luckily I sent them copies of their commissions back that time but she needs like
[CUSTOMER][NEUTRAL] August September, November of last year and somehow she's saying on her um on her portal she can't go that far back in time, which is kind of weird.
[AGENT][NEUTRAL] 00, OK, what is the
[AGENT][NEUTRAL] Who's the agent?
[CUSTOMER][NEUTRAL] Well, the agent's [PII].
[CUSTOMER][NEUTRAL] From the it's called the risk management group that's where TRMG stands for and and his um.
[CUSTOMER][NEUTRAL] Helper is um [PII] and she has her username as [PII].
[CUSTOMER][NEGATIVE] And she's telling me um she she's able to view the commissions don't change anything on there because it took me a day to get her her authorization again or something. There was a glitch in the system, but when she's downloading commission details, she says she can only go back like 2 or 3 months. She can't really go back that far, which is kind of weird because personally I can go back to like like 2023 on my own account.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] So you're just wanting her to like.
[CUSTOMER][NEUTRAL] Well, not her per se. I'd rather do it myself that way I know it's done right the first time. Um, I, I'll help them out. I mean, I'm telling you that the, the amount of money that they're doing these groups are like 4. I'm just telling you I shouldn't even be saying anything. I know every drop of water fills my glass, but Jesus, I'm wasting a lot of time, but it's, you know, they're still new and they're up and coming, but my commission check, if I went to Chick fil A, there would go my commission check right there.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] So I'm just trying to help them out instead of them doing it. Is there a way that you can grant me access? I thought I had it.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Are you so whenever you log in you log in to the broker or to the agency?
[CUSTOMER][NEGATIVE] No, I log into my own portal, not through the broker's, uh, you know, the broker has his own portal, but uh, you know, I work with him. I'm in this hierarchy. Uh, I used to, I used to be able to download the commissions because I have the commission reports. They just haven't asked me like in 6 months and then I go online and I see that it's been blocked. I can't download the commission details. Can you give me access? Is that possible?
[AGENT][NEUTRAL] Well that's so that's the problem. So whenever you log in it's blacked out and it says what the commissions are paid to the agency?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Yeah, so you need, so now you need access to the risk management group Inc which is where [PII] gets his commissions paid to.
[CUSTOMER][NEUTRAL] OK, maybe, well, what happened was my kid, I ran out of uh physical data space, you know, like I needed a bigger hard drive, so um I might have not remembered that I have a log in already for him because everything reset I didn't have some things I didn't have back up. Do I have a user name for him already? Do you know?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I only see [PII], and then whoever are we been, it's accounting at [PII]. That's all I have for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Um, and they don't mind that you have?
[CUSTOMER][NEUTRAL] Uh, can you go on [PII]?
[AGENT][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] No, they, no they wrote an email to to get me access anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] But um if you go on to [PII]'s account, can you see how far back she can go on her invoices? Are you able to view her username?
[AGENT][NEUTRAL] I no I can't no like we only have, we have limited access on what we can see we don't see what you guys see on yours.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh, yeah, I wasn't too sure.
[AGENT][NEUTRAL] Unless we had your username and password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I mean, I can
[AGENT][NEUTRAL] I can add you to [PII].
[AGENT][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] Right here.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, what's your, um.
[AGENT][NEUTRAL] It's not gonna let me give you the same username though so do you have like a [PII]?
[CUSTOMER][NEUTRAL] Yeah, I got you. What a different username? Yeah, you could do [PII]. I don't care.
[AGENT][NEUTRAL] Like, just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see if I can just do [PII] and then.
[CUSTOMER][NEUTRAL] Then just like then I'll get I'll receive an email right? that I got a temporary password and stuff, right? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright boy if I thought I had enough uh.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][POSITIVE] Email addresses I got so many of these yeah guess this should be blessed.
[AGENT][NEUTRAL] I know. Is it [PII] is your email [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's showing my age, yeah, I haven't changed it, yeah.
[AGENT][NEUTRAL] OK, is that an OK one?
[AGENT][NEUTRAL] No, you're fine. OK, so level 3 access or level 2?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What's level 3?
[CUSTOMER][NEUTRAL] What's level 3 different from 2.
[AGENT][NEUTRAL] Uh, you can create it says you can create new users and access all sections of the LSC, my commission, my production, my agents, and my groups.
[CUSTOMER][POSITIVE] Nah, what's what 2 is finest. I just need to download these things for the slate, yeah.
[AGENT][NEUTRAL] 2, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just, uh, of course this is how already exists here I'm do and do [PII] one because that username already exists.
[CUSTOMER][NEUTRAL] Oh, does it? Well, maybe that's what I had before. Hold on.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Let me maybe
[AGENT][NEUTRAL] I just sent it to you on my side you don't have access but.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It could just be all the other OSCs that you have access to. There might be a [PII] out there.
[CUSTOMER][NEUTRAL] Oh, I know there's another [PII]. I call him my brother from a different mother.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, he was with Aflac for 20 years and then I left Aflac and then I joined Colonial, then he, he's in [PII], that's where he's at. And, uh, yeah, it's funny, he, we used to get our emails all messed up all the time.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][POSITIVE] Yeah, he's a good guy.
[CUSTOMER][NEUTRAL] And where are you at, [PII]? Are you in [PII] or where?
[AGENT][NEUTRAL] No, I'm in [PII] area.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]? Oh, she's she's already on lunch break, [PII].
[CUSTOMER][NEUTRAL] What's the temperature in [PII]?
[AGENT][NEUTRAL] Oh my gosh, 90 degrees.
[CUSTOMER][POSITIVE] 76 degrees. I'm loving it. Oh, it's nice over there. 0, 91 degrees. Oh, forget that, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, we'll see how that feels later.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I don't know, I don't know if you have the humidity over there, but boy, when it's 991 or 98 degrees and 98% humidity, it's tough over here in [PII], but um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We do, we do get the humidity.
[CUSTOMER][NEUTRAL] Oh, do you? I that's something I gotta get home.
[AGENT][NEUTRAL] We do, yup.
[CUSTOMER][NEUTRAL] Alright, so I got my user account, so click here to log on [PII] [PII], it's like I'm a schizophrenic and I got so many different names.
[AGENT][POSITIVE] I got so many identities.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You have a lot of friends over there.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Yeah, I sure do, yeah, me, myself and I.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Alright, cool, I'm in. Alright, thanks as always. Alright have an enjoyable day [PII]. Thanks you too bye.
[AGENT][POSITIVE] OK, yeah, of course. Yeah, of course. I hope you have a good day. Bye.