AccountId: 011433970860
ContactId: e3d4dabb-4275-40d6-902c-092edeb140f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349679 ms
Total Talk Time (AGENT): 154269 ms
Total Talk Time (CUSTOMER): 60763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e3d4dabb-4275-40d6-902c-092edeb140f6_20250612T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes good morning um I'm trying to find out about um commissions for my agency, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Try to log into the new website deal and everything's just blank.
[AGENT][NEUTRAL] OK, what is your, what's your first name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] And then what is your um do you have an agency or do you get?
[CUSTOMER][NEUTRAL] No, I do have an agency. It's called Grubs Insurance LLC. I'm not sure.
[CUSTOMER][NEUTRAL] If it's listed that way or.
[AGENT][NEUTRAL] OK, let me.
[AGENT][POSITIVE] You check my system really fast and see.
[CUSTOMER][NEUTRAL] I think it's listed as Grub's Insurance, to be honest with you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And whenever you create in created an account, what did you create a um agency or a broker account?
[CUSTOMER][NEUTRAL] Uh, a broker account.
[AGENT][NEUTRAL] OK, so.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Um, so since your commission gets paid to the agency, you need an agency account set up, and then you'll be able to see your commissions. However, in our system, both your agency and you as a broker have your [PII] at [PII]-dash INS.com.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] And since you've already used this email address for your broker one we would need um like a alternative email address for your agency account.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, do you have?
[AGENT][NEUTRAL] Do you have another one? I would have to change it in my system first, or actually maybe, hold on, can you hold for just a second? I put you on a brief hold.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, happy to. No. You are on hold.
[AGENT][NEUTRAL] Are you in a meeting?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not today, not today, Satan, because not today, uh, can't, um, Joey Grubbs in Lion.
[AGENT][NEUTRAL] He's a broker and an agency. He set up his broker account and obviously can't see his commissions because it gets paid to him. Can we tie them together?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's only if he says the agency account.
[AGENT][NEUTRAL] Uh, Joey Grubs, uh, yes, yeah, sorry, sorry, sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can try
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But didn't have a try, but likely not.
[AGENT][NEUTRAL] OK, so maybe just let's just get an alternative email then. OK, let's just do that if you think that it's not going to. OK, I'll do that. Can you change it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thanks for holding. OK, what is your um other email address and I'll get it updated in our system and then you can create your agency account.
[CUSTOMER][NEUTRAL] OK, it's gonna be J O E Y.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Um, let me do, let me do this one, J O E Y.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] R U B B S.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII]in Paul.
[CUSTOMER][NEUTRAL] [PII]nk
[CUSTOMER][NEUTRAL] Insurance
[CUSTOMER][NEUTRAL] Dot com.
[AGENT][POSITIVE] Cool, OK, we are going to get this.
[AGENT][NEUTRAL] Um, changed for you and then um you'll be able to set up an agency account.
[AGENT][NEUTRAL] So give it, I'm gonna
[AGENT][NEUTRAL] Just a second and I'll.
[AGENT][NEUTRAL] [PII]s@pfinsurance.com.
[CUSTOMER][NEUTRAL] Yeah, [PII]bs at PFinsurance.com, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we'll get this changed. Can you give us about 10 minutes and then try again?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, and then call me back if it doesn't work, OK? But it should, uh, of course, have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.