AccountId: 011433970860
ContactId: eb70114e-74b7-44c0-8262-1d509dadbcc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634359 ms
Total Talk Time (AGENT): 192708 ms
Total Talk Time (CUSTOMER): 113385 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/eb70114e-74b7-44c0-8262-1d509dadbcc6_20250625T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hey [PII], um, I'm trying, I'm on the online service center here thing and I'm trying to pull up our commission statements and nothing, nothing is showing up for like the last 3 months. They're all blank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what is the agency that you're trying to get a hold of or access to?
[CUSTOMER][NEUTRAL] And NSI NSI Insurance Group.
[AGENT][NEUTRAL] Ennis sign, how do you say that? How do you spell that?
[CUSTOMER][NEUTRAL] N as in Nancy. S as in Sam. I as in igloo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um let me see.
[AGENT][NEUTRAL] And do you by chance um know what location you are referring to?
[CUSTOMER][NEUTRAL] I'm sorry, what, what do you mean what location?
[AGENT][NEUTRAL] We have a few different locations um for NSI insurance and so I was just calling or curious which one you were referring to.
[CUSTOMER][NEUTRAL] It's Miami Lakes, but we're all one company, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It really should be only this location. It shouldn't we have, we have multiple offices, but everything runs through here.
[AGENT][NEUTRAL] Yeah, well that might be the what it is showing is the multiple different offices.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], how does someone clear their cash again?
[AGENT][NEUTRAL] Well, I'm able to see their commission and they're saying they can't see the commission so I'm gonna tell them to clear their cash.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And this is the NSI Insurance group that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And I can see it.
[AGENT][NEUTRAL] make sure
[AGENT][NEUTRAL] Go look at
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] NSI Insurance Group, OK, I want you to.
[AGENT][NEUTRAL] So there's 3 or like multiple.
[AGENT][NEUTRAL] Yeah, and then when I asked him I said which one are you? he goes there shouldn't be more than one.
[AGENT][NEUTRAL] Teenage
[AGENT][NEUTRAL] Go to an AG.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And uh INQ.
[AGENT][NEUTRAL] Uh, here
[AGENT][NEUTRAL] I guess one have [PII] as well.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ask him
[AGENT][NEUTRAL] That you're we're gonna have to do some research on our end because we do have multiple NSI.
[AGENT][NEUTRAL] Agency accounts or just because of different agents who are appointed uh with us.
[AGENT][NEUTRAL] And to like give me some time to research and find out. What's going on? OK. You know, making sure that he has got the right account.
[AGENT][NEUTRAL] So how do we know that he is like the the primary broker?
[AGENT][NEUTRAL] That's why I have to do some research and find out where he is.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Find out if he has an agency account set up in the OSC or OK because right now there should be.
[AGENT][NEUTRAL] OSC accounts that they would have to set up.
[AGENT][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we're gonna have to do a little bit of research on this, um, and then we'll need to get back to you so what is a good phone number to reach out to you at or do you prefer us to send you an email?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, you can call me at, uh, well, no, send me an email, it'd be better, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, sure.
[CUSTOMER][NEUTRAL] Do, can you, if you have access to them while you're trying to figure out why I don't have access, can you send them to me?
[AGENT][NEUTRAL] Um, so we, we need to be able to see, were you able to see the commission statements prior to the new, um, yeah, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, I would, I would see them and download them and right now I see nothing. Well, when I go to I see commissions and it shows at the bottom show list, it has April, May and June and then period 12 for each of those, and when I download it there's nothing there.
[AGENT][NEUTRAL] Oh, OK, OK, um.
[AGENT][NEUTRAL] OK, we, uh, do you know the tax ID number by chance?
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[AGENT][NEUTRAL] And are you the primary broker for NSI?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All of them would would be under my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I'm the employee benefits leader here. So, uh, it's uh 65.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0989655
[AGENT][NEUTRAL] 55 OK let me um try and download those for you and then we can send those over if I'm able to, OK? And we'll also provide you an update. What is a good email address to provide or to provide you an update with?
[CUSTOMER][POSITIVE] Alright thank you very much.
[CUSTOMER][NEUTRAL] It'd be [PII], so first name, last initial [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][POSITIVE] OG OK perfect thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right have a good day bye bye.
[CUSTOMER][NEUTRAL] Yes