AccountId: 011433970860
ContactId: ed6cfe54-8ff3-4e8c-b605-5f07997ef259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466380 ms
Total Talk Time (AGENT): 168997 ms
Total Talk Time (CUSTOMER): 184239 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ed6cfe54-8ff3-4e8c-b605-5f07997ef259_20250416T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey perky person, it's [PII]. Heck of a nice guy. How are you, [PII]?
[AGENT][POSITIVE] Good. How are you doing, [PII]?
[CUSTOMER][NEUTRAL] Yeah I'm just trying to make it to Good Friday, you know, but um I got people who don't know how to do stuff and you know I I don't know I don't bring my card so I guess I feel needed and now I need your help so tell me when you're ready.
[AGENT][NEUTRAL] Same.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready for you.
[CUSTOMER][NEUTRAL] Alright, so the story is I have this broker who's um accounts receivable girl named [PII] is trying to log on to OSC and she gets in there but it's grayed out on the commissions and I gave her level to access so let me, let me give you her username and tell me when you're ready, right? Or actually let me give you my username on this. It's gonna be uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's [PII], [PII].
[CUSTOMER][NEUTRAL] So it's it stands for the risk management group, so [PII] yeah [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and uh tell me when you're on the screen, so when you look at the users.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And give me 1 2nd.
[CUSTOMER][POSITIVE] Yeah, it's all good.
[CUSTOMER][NEUTRAL] So when you look at the users, the first lady's name is [PII], right? And I, and I already gave her level 2 access where it says on the role description allow user to access all sections of the OSC my commissions, that's as far as I need to go and uh for whatever reason she and I said maybe she's using somebody else's username because I think she's the only one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] because she's the right hand of God over there to get access for commission, you know, yeah, yeah, a little joke. So sorry [PII] and um and then um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] She's telling me it's blanked out, so I, I thought she was using somebody else's user's name, so I called her and she's using her own so I don't know how to give her level to access again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so just out of curiosity, is [PII] or [PII] able to see the commission?
[CUSTOMER][NEUTRAL] Well, [PII]'s gone.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]'s gone, but [PII]'s still there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so what I'm just based off of this screen, what I think it is is you gave her access to the broker instead of the agency because the I'm assuming [PII] probably gets paid through his agency and so that's why they're not able to see the commission is because she needs access to the the agency.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But they, but they have been. I mean, at least they have been because they haven't called me in a long time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About it.
[AGENT][NEUTRAL] Huh, OK, then let me put you on a brief hold and do a little digging into this, OK?
[CUSTOMER][NEUTRAL] OK, yeah, because I'm just telling you if I give this person level to access it does say allow the user to access all sections of OSC so it's just not for the broker, you know, he's got other people in his group that can access this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, OK, let me dig into this a little bit. I'm gonna put you on a brief hold um and then when I have some answers I'll, I'll let you know OK?
[CUSTOMER][POSITIVE] Alright, sure, yeah, I got you, no problem, yeah, I'll just take away while you're um waiting alright alright alright.
[AGENT][POSITIVE] Perfect sounds great.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you help me?
[AGENT][NEUTRAL] OK, so I have [PII] on the phone and he gave this [PII] girl access. He said she wants to have commission. I said I think it's because she's getting access to the brokerage instead of the agency that they can't see it and he's like, Well this is the first time like they've been able to see the commission um prior to and I guess she's just not able to see it.
[AGENT][NEUTRAL] Um, so is this I think is the broker account. I was just about to look it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh wait, I need to go in here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] go back to
[AGENT][NEUTRAL] Oh, he just gave me his.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the broker account, so.
[AGENT][NEUTRAL] The risk management group.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It doesn't have the ink.
[AGENT][NEUTRAL] It's the same as [PII], the 9828.
[AGENT][NEUTRAL] Oh, this is 29.
[AGENT][NEGATIVE] She's probably the wrong.
[AGENT][NEUTRAL] Because that's [PII] AS and her other one is [PII] AS one.
[AGENT][NEGATIVE] Probably not the right user to get in.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, TikToking away. What's going on?
[AGENT][POSITIVE] Perfect find anything good?
[CUSTOMER][POSITIVE] Oh, there's always something good.
[AGENT][NEUTRAL] OK, so, um, I typed in the, the brokerage name and it looks like she has a account. Is she using the correct username of [PII] HAS?
[CUSTOMER][NEUTRAL] I type in
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] have a
[AGENT][NEUTRAL] For [PII] AS, not the AS one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well she's using [PII] AS number one.
[AGENT][NEUTRAL] So she just uses the [PII] AS she'll be able to view the commissions.
[CUSTOMER][NEUTRAL] OK, without the one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] God, where's that even where's that even listed?
[AGENT][NEUTRAL] Um, it is listed under the risk management group Inc.
[CUSTOMER][NEUTRAL] OK, alright, underneath there, so somebody gave their access over there, right?
[AGENT][NEUTRAL] Yes, yes, it looks like [PII] has access and she has access.
[CUSTOMER][POSITIVE] OK got it OK.
[CUSTOMER][POSITIVE] OK alright got it thanks I'll let her know.
[AGENT][POSITIVE] Absolutely OK thank you.
[CUSTOMER][POSITIVE] Alright take care alright bye bye.
[AGENT][NEUTRAL] OK.