AccountId: 011433970860
ContactId: e55ed6d6-49c4-4dd5-8b82-6c6f2ae76ba7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419920 ms
Total Talk Time (AGENT): 282922 ms
Total Talk Time (CUSTOMER): 139093 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e55ed6d6-49c4-4dd5-8b82-6c6f2ae76ba7_20250610T17:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, this is [PII] calling from GP Agency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm calling because for some reason we're unable to log into our account to get our pull our commission statement.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, we did update our online service center, um, so let's look at your account and see, so are you trying to log in under the agency?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up the agents, GP agency. Let me pull them up real quick.
[AGENT][NEUTRAL] Oh, come on computer.
[AGENT][NEUTRAL] What tax do you know the tax ID number for that group for the agency?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Agency.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull this up here. Let's see.
[AGENT][NEUTRAL] OK, so let's see, the email address that's tied to that is [PII].
[AGENT][NEUTRAL] So she, um, I'm assuming.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she's she's her emails on here. We have she'll have to go in and set the agency up so that you have to do a complete new register so we have a brand new online service center that rolled out so you have to register the account as a brand new account with that email address for the agency.
[CUSTOMER][NEUTRAL] Are we able to change that email address?
[AGENT][NEUTRAL] Um, yes, and yes, and you'll, I'll have to request it to be changed and then it will have to, I have to have it, have it done by another team and then get back with you and once it's been changed, then you can set the account up. What what address does it need to be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] We'll leave that since it's gonna go through so much. I'll just use hers and then when we go in we'll put it turn it to group service so this way we can all kind of get in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yeah, so when you go to [PII], when you go to our website at [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll just go to the sign in screen.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] You'll click that you need to register a new account and then you'll, there will be a box with all the different types and you'll click the agency account and you just need to enter in just enter in the the just enter in the boxes that have a red asterisk, don't enter anything else.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I think it asked for the tax ID number and the email. I think it's all it asked for.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Tax ID yeah [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] [PII] and then [PII]. And it's so funny because I started to, when I saw that I started, I put [PII], but it said it didn't recognize, I think.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] All right, now, now it says continue.
[AGENT][NEUTRAL] Well, unless, is it OK, good.
[CUSTOMER][NEUTRAL] Oh, it says continue.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, verify verification is necessary. Please click send.
[AGENT][NEUTRAL] Do you have access to her email address? Do you have access to that email?
[CUSTOMER][NEUTRAL] Button right.
[CUSTOMER][NEUTRAL] No, but I'll just call her and tell her, ask her for the code.
[AGENT][POSITIVE] OK, cause it's, yeah, cause it's, cause it's gonna give you a pen, yeah.
[CUSTOMER][NEUTRAL] OK, alright, I won't click send until OK all right well thank you I'll just register and then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're most welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, once I, once I register with all of our groups, we'll be able to see all of our groups on here.
[AGENT][NEUTRAL] Some of them you'll have to let us know once you get in, some people are having a little bit of technical issues. If you get in, you wanna make sure that you can see the she can see her commissions and her groups. As long as the groups are associated with her, she should be able to see them, but if she has a separate broker account on her own, they may be tied to her broker account, but I won't know until you guys log in and look at everything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, I'll create this and then go in and see what happens.
[AGENT][NEUTRAL] Yeah, just let us know if there's anything missing. Um, what's [PII]'s last name? Does she have so I can look, I look at her account I had bought.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Well, she doesn't have the appointment. It would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] Got it. I got it. OK.
[AGENT][NEUTRAL] OK, so are the are the groups tied to him for as far as the agent? OK, let me just look at his account real quick.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause he, that may be where they show up.
[AGENT][NEUTRAL] Maybe, I don't know, everybody's set up a little differently. Do the, do the premiums for [PII], do they go to the agency first and then to him?
[AGENT][NEUTRAL] I mean that the commission, OK, here he is [PII], let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, everything is paid to the agency and then the agency pay out.
[AGENT][NEUTRAL] OK, well, he's, he's got his own email address, so he's gonna have to do the same thing. He's gonna have to go set up his broker account brand new with his [PII] address um to make sure he can see all of his groups under him, but yeah, um.
[AGENT][NEUTRAL] You might be able to see them. I won't know until you log in. So if you if you get logged in and everything and you can't see the groups, let us know, but I do know the commissions are under the agency and the groups are technically tied to the broker account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if we need, I don't know if we link we may have to link some stuff if they need to be at the agency level, but I won't know until you guys go in there and just report back if you're missing anything and then we can go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you say [PII] is that [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII]. That's the email address he has under his account, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I will go and create this one and if we need to do one for [PII], then we'll move forward or, or you say maybe move them and log link them to the agency instead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, I just, I don't know if we can or not. I know some people we can, but some people that we're doing that on, they actually are the agency owner and they have their broker account, so this may be different since the agency is.
[AGENT][NEUTRAL] Different, and then you've got [PII] cause it has [PII] on here as is he like the principal for that for [PII]? Do you know who that is?
[CUSTOMER][NEUTRAL] For the agency and both him and [PII], their owners.
[AGENT][NEUTRAL] Uh-huh, OK, OK, OK, we may be able to. I would just go in and link, see what you can do and if you can't see um certain things take some screenshots and then email our [PII] [PII] of what it is that you can't see and then we'll go in and see what if there's a resolution for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're most welcome. [PII], you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thank you bye bye.