AccountId: 011433970860
ContactId: f81d7b9b-3136-414d-ac43-308383915468
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701440 ms
Total Talk Time (AGENT): 185209 ms
Total Talk Time (CUSTOMER): 269362 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f81d7b9b-3136-414d-ac43-308383915468_20250217T15:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hey, I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have an agent on the line. He's trying to get registered to OSC, but he said that we have his old credentials or something like that, and he's not able to get in and um, yeah, I don't know how to get him in, so I checked the, the, the card, yeah.
[AGENT][NEUTRAL] Who, who's the
[CUSTOMER][NEUTRAL] His name is [PII]. He didn't give me much information. He was looking for a group number or something to give me some information that he said that he was trying to locate it, um, but he didn't give me much information. I have a callback number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me put him through and he can explain to you what he's looking at, but yeah, I check and I don't see a way that I can help him because I cannot go and change anything for him. OK, uh, here he comes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Mr. [PII]. I got Miss [PII] on the line. She's in the broker resources department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you for your help, ma'am. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hey this is [PII] how are you?
[CUSTOMER][POSITIVE] Good morning how you doing?
[AGENT][NEUTRAL] I'm good. What's your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said that we have.
[AGENT][NEUTRAL] Or she said that we have credentials wrong.
[CUSTOMER][NEUTRAL] Well, what it looked like, man, so I, I, I, well, what happened is I just wrote a policy a while back. I think, I don't know if you need the group notes, but I have the group numbers, and I just got an email, I guess the commission's paying this week or whatever and it's, it's going to set up your account, so I went in as a new user.
[CUSTOMER][NEUTRAL] Well, I don't think I'm a new user. It looks like it's pulling old stuff. I must have been, I'm out working 8 different agencies before. It's pulling that up. So I'm just putting my please provide your bank account, you know, to set up account is what I'm doing.
[CUSTOMER][NEUTRAL] Based on information you had an account already exists the same.
[AGENT][NEUTRAL] OK, and you're looking on the online service center, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your date of birth? I just wanna make sure that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Have you sold for APL before? Because it looks like somebody created.
[AGENT][NEUTRAL] And um oh I see [PII].
[CUSTOMER][NEUTRAL] That, yeah, that's [PII] that, that's must have been a long time ago, man. I, I, I, I did, I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right and like that email that's in there is not uh.
[CUSTOMER][NEUTRAL] That's not my email.
[AGENT][NEUTRAL] The what
[CUSTOMER][NEUTRAL] Yeah, that's my old email. [PII]. That's not, that's an old email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is it OK if I put [PII] as the first name or do you want your full name?
[CUSTOMER][POSITIVE] No, [PII] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your new email address? Just to make sure I have it.
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you get paid commissions directly to you or to an agency?
[CUSTOMER][NEUTRAL] No, to me, to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I just sent you an email.
[AGENT][NEUTRAL] Um, we should have it in a couple seconds, and I just added you as a user.
[CUSTOMER][NEUTRAL] Alright, let's see what we got here.
[CUSTOMER][NEUTRAL] Uh, you sent me 2, so yeah I can have a temporary password. Oh, so.
[CUSTOMER][NEGATIVE] That thing is wrong.
[AGENT][NEUTRAL] Yeah, it gives a, it gives kind of a crazy one time password to get in and then you can change it of course once you get in there.
[CUSTOMER][NEUTRAL] We did on copy it.
[CUSTOMER][NEUTRAL] Added copy. Alright, so go back to the link then you want me to go back to the link you sent me they sent me?
[AGENT][NEUTRAL] Yeah, I don't know why it's in it twice, so yeah, um.
[CUSTOMER][NEUTRAL] So your commission state for easy access click here to log in online service account. That's why I need to click.
[AGENT][NEUTRAL] Um, no, do the one that I like just got sent to you, do the one that I just sent, not the one for the commissions.
[CUSTOMER][NEUTRAL] Alright it has a username in it.
[AGENT][NEUTRAL] Yeah, so you'll use that username?
[CUSTOMER][NEUTRAL] And then put the temporary password you just sent me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Some that
[CUSTOMER][NEUTRAL] Alright, so this is reset your password. Choose the delivery method. It has my old email address at [PII] which I'll never get and a phone number I've never heard of ending in [PII].
[AGENT][NEUTRAL] That's not the one that I did. Let me see if I can make this one go away.
[AGENT][NEUTRAL] I don't know why I can't delete this one. OK, well like.
[CUSTOMER][NEUTRAL] So here you go. I got yours right here. Hold on one sec.
[CUSTOMER][NEUTRAL] But where's your pass? Is it [PII] from temporary password?
[AGENT][NEUTRAL] Uh, should be a lengthy one that just got sent. Does it?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] If we can't get it to work, I can give you a temporary password. I can reset the password and give like a shorter one.
[CUSTOMER][NEGATIVE] Account is suspended.
[AGENT][NEUTRAL] The [PII] at bag LLC I suspended, is that the one that is suspended?
[CUSTOMER][NEUTRAL] Must be. So let's try to. Can you just send me a note wanna let's do this again, the whole thing again. Let me delete these emails because I got different emails coming from y'all.
[AGENT][NEUTRAL] No, I don't know about that. Um.
[CUSTOMER][NEUTRAL] Alright, hold on, so the one you just sent me, the most recent 933 is this long password, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna copy it, edit, copy. I'm gonna go to the link. Your your username has been sent in a separate email. That's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I I think that's the problem.
[AGENT][NEUTRAL] Make sure the user, the two J's are uppercase.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, forgot that and we're gonna put this password.
[CUSTOMER][NEUTRAL] They might uh begin somewhere, you create your account and that's my name, [PII]. Let me put that in there in case they need to text me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Alright, so I do my own password, right?
[AGENT][NEUTRAL] Yes, yeah, see if you can reset the password too.
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] All right, we now.
[AGENT][NEUTRAL] You're OK, you got in there?
[CUSTOMER][NEUTRAL] Well, so how do you see your commissions?
[AGENT][NEUTRAL] Does it show on there?
[CUSTOMER][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Mm mm it says total commission earned by month 800 it says it looks like what do you get a report or what?
[AGENT][NEUTRAL] Uh, no, you can run a report in your like what you're looking at, so you can pull it for, yeah, like you can change the dates from the [PII] to the [PII] and then the [PII] through the [PII] or [PII].
[CUSTOMER][NEUTRAL] Oh, I see it right here, yeah.
[CUSTOMER][NEUTRAL] Let's see what we got here.
[CUSTOMER][NEUTRAL] So when did I pay ma'am?
[CUSTOMER][NEUTRAL] Permission the [PII] and [PII]?
[AGENT][NEUTRAL] Um, yeah, so it kind of depends. So the group has to pay premium before you'll receive commission.
[CUSTOMER][NEUTRAL] Yeah, yeah, I get that.
[AGENT][NEUTRAL] OK, yeah, and then, yeah, it should be.
[AGENT][NEUTRAL] I think it's like.
[AGENT][NEUTRAL] I don't know exactly. We're not the commission's team, so I don't know exactly, but I think it's the, yeah, I mean it's definitely gonna be the [PII] through the [PII] or the [PII] through the [PII] or [PII].
[CUSTOMER][NEUTRAL] That's OK. It ain't they sell an email, so it's.
[CUSTOMER][NEUTRAL] Yeah, so to log in that site I just go to what APL site?
[AGENT][NEUTRAL] Yeah, you can go to um.
[CUSTOMER][NEUTRAL] Like if I just wanna do.
[AGENT][NEUTRAL] The APL's website, it's just [PII].
[AGENT][NEUTRAL] And then on the farthest right side there's a sign in.
[AGENT][NEUTRAL] And then you're
[CUSTOMER][NEUTRAL] What did you call me a what? A what?
[AGENT][NEUTRAL] Um, [PII], [PII], AM.
[CUSTOMER][POSITIVE] Yeah, then it's on the right. Yeah, I'm still in. I'm OK, that's it. I got it. OK, alright, well I appreciate it, man. You got me fixed up.
[AGENT][NEUTRAL] Mhm, yeah, yep, and then just your username and password, yeah, of course.
[CUSTOMER][POSITIVE] Thank you alright have a good one bye bye.
[AGENT][NEUTRAL] You too bye.