AccountId: 011433970860
ContactId: f47c2286-5a84-4f59-8b86-81fd20969b71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631640 ms
Total Talk Time (AGENT): 304918 ms
Total Talk Time (CUSTOMER): 155345 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f47c2286-5a84-4f59-8b86-81fd20969b71_20250617T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the Valent Group and I'm trying to log into my online.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And uh it's not giving me access.
[AGENT][NEUTRAL] OK, yeah, we updated our online center so everybody's having to re-register, so I apologize for that. Um, what is, are you the are you the actual broker?
[CUSTOMER][NEUTRAL] Uh, I am the, yeah, I'm, I am the, I'm the accounting department, yes.
[AGENT][NEUTRAL] OK, so you're not the broker, you work for the broker and you're trying to do the commission, is that correct? OK, who's the broker? Who, who's the broker?
[CUSTOMER][NEUTRAL] No, yes.
[CUSTOMER][NEUTRAL] Yeah, yes.
[CUSTOMER][POSITIVE] Uh, let me look and see who does business with them. I think we have a lot.
[AGENT][NEUTRAL] What was the name of the agency? Did you say Valiant?
[CUSTOMER][NEUTRAL] Oh, that Valent V A L E N T group.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me pull it that way. ballot group here we go. Hang on just a second.
[AGENT][NEUTRAL] Let me see who the primary person is [PII], yeah, OK, so Valent Group, OK, OK, so it shows on here that [PII], I guess, is a primary person, I guess under this account, but what's gonna happen? I do see that your email address is associated with this account, [PII]. Is that you?
[CUSTOMER][NEUTRAL] Yeah, because it's, it's asking for email.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so a new OSC account needs to be regis will have to be re-registered, so when you go to our website at [PII].
[AGENT][NEUTRAL] You'll go to the, you'll go to the button at the top that says sign in you'll click on the sign in button. Hang on, I'm trying to get there because there's certain things that you don't wanna fill out when you re-register the account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you'll click on sign in and then you'll click on create your OSC account.
[AGENT][NEUTRAL] And then since this is an agency account you'll click the agency square or a square that says agency and then click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's gonna ask for the tax ID number.
[CUSTOMER][NEUTRAL] If you wanna
[CUSTOMER][NEUTRAL] When I click on agency nothing's happening where it says sign up which role best describes you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You click agency.
[CUSTOMER][NEUTRAL] I'm clicking on the little box.
[AGENT][NEUTRAL] And then click next at the bottom.
[CUSTOMER][NEUTRAL] And it's turned blue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, the next, OK.
[AGENT][NEUTRAL] It's OK. I did the same thing the first time and then you'll just want to put in a tax ID number and the email. Don't don't put anything in the city or zip code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on, let me get my tax ID number.
[CUSTOMER][NEUTRAL] OK, and do I put my email?
[AGENT][NEUTRAL] That's the email that's associated with the account, so yeah, she'll have because that'll actually now be the username also for the group, so yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't put the city or zip code?
[AGENT][NEGATIVE] Do not pick just only the boxes with the red asterisk.
[CUSTOMER][NEUTRAL] OK, next.
[AGENT][NEUTRAL] And then it should take you to another screen which I can't see, but it's gonna ask you to reenter.
[AGENT][NEUTRAL] From your email and it's gonna send you a pin ask you to send a pin to that email address to authenticate it.
[CUSTOMER][NEUTRAL] Send verification.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] OK now it says so in a new password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the display name?
[AGENT][NEUTRAL] I think that's a way you can put Valiant Group LLC if you want because that's for the group or that's what the or uh honestly some people fill it out, some people haven't, so I don't really know they haven't really told us what the purpose that purpose is, so I'm not sure, but I think you can just, it's however you want the name to be displayed I guess on the account so you can put Valt group or you can put your name.
[AGENT][NEUTRAL] Whatever
[AGENT][NEUTRAL] It's not gonna affect anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says I have been entered.
[CUSTOMER][NEUTRAL] So every time I log in now, I'm gonna have to use the verification code first.
[AGENT][NEUTRAL] Mhm, yeah, it's got to take factor authentication for security.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I should still have access to everything I had access to before.
[AGENT][NEUTRAL] You're supposed to, so yeah, if you don't, let us know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If there's something that you don't have, yeah, I'll just see if you can see the commissions if you don't have it, I'll need screenshots sent to our sales folder so we can report it to IT.
[CUSTOMER][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] OK, I'm in.
[CUSTOMER][NEUTRAL] What is it gonna be under?
[AGENT][NEUTRAL] It's usually a graph, you see.
[CUSTOMER][NEUTRAL] I have that's
[AGENT][NEUTRAL] So did you go to your dashboard?
[CUSTOMER][NEUTRAL] Yes, OK, I'm at my dashboard.
[AGENT][NEUTRAL] OK, there should be a deal for commission. There's usually a graph on the page, I believe.
[AGENT][NEUTRAL] Well, I'm trying to see if they gave us any more news. We've been asking for user guides. Hang on just a second, let me.
[AGENT][NEUTRAL] If they gave me one that gives me more screenshots.
[AGENT][NEUTRAL] So let's see, dashboard production. Did you click on production?
[CUSTOMER][NEGATIVE] It's, it's just thinking right now it's not, it's not bringing anything up for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May, may take a minute.
[CUSTOMER][NEUTRAL] No, it brings up my metrics.
[AGENT][NEUTRAL] OK, the metrics, OK.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Active group one active agents.
[CUSTOMER][NEUTRAL] I don't have a
[AGENT][NEUTRAL] Let's see my production and commissions, click into production, see your commissions and product chart. So there should be like a production tab. There should be a label that says production, and then there should be a label that says commissions next to each other on the page.
[CUSTOMER][NEUTRAL] Mm, nope, it looks like it didn't give me that.
[AGENT][NEUTRAL] Click show list. Let's see, to see a year commissions by the production and then it has a drop down box so you don't see a graft or anything that just has zero numbers in it April, May, June or anything like that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Nope. All I have is those two little boxes in, in my metric.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, on the.
[AGENT][NEUTRAL] OK, um, what you'll need to do is you're gonna need to send me a screenshot showing that you can't see the commissions. Take a snip of that and email it to our [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just tell me, just.
[CUSTOMER][NEUTRAL] Public. [PII].
[AGENT][NEUTRAL] I just kinda there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, AM
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just put on there, yeah just yeah just say that you logged into the you re-registered the agency account and when you went in there you're unable to see.
[CUSTOMER][NEUTRAL] OK, and just send you a screenshot of what I have.
[AGENT][NEGATIVE] The commissions and show a picture of that screen and the production screen because it should have been in your production screen. I'm not sure why you can't see it.
[CUSTOMER][NEUTRAL] Yeah, I'll just send what I have because all I have is dashboard agents group resource center, settings and help and um.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Are you needing a commission statement because I can probably go ahead and pull that and just email it over to you.
[CUSTOMER][NEGATIVE] Uh, not that I know of right now. I just got the email and I went in there because normally I click and it pulls me up and it wouldn't let me in. I had some issues with my computer, so I was like, um, they cleared my cash and like, you know, all my things lost so I was thinking well now I'm having problems with this one that's why I thought that's what this was. I didn't realize that y'all had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you, got you. There, there is a June statement that went out for this first part of June. I can go ahead and send this over to you if you'd like me to.
[AGENT][NEUTRAL] So that you'll have it. OK, um, yeah, got it now, so I'll shoot it over to you at your [PII] email address here in just a few seconds and then yeah, like just send us the screenshots and all that and if there's anything else just let us know, OK?
[CUSTOMER][POSITIVE] OK, that would be great mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm, bye-bye.