AccountId: 011433970860
ContactId: f9a1a3c9-9721-47d2-a6f0-91bce5849a8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355859 ms
Total Talk Time (AGENT): 111887 ms
Total Talk Time (CUSTOMER): 137711 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f9a1a3c9-9721-47d2-a6f0-91bce5849a8d_20250611T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I have had, uh, some problems with my, the, the new, uh, service center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I've called a couple times before, um, I think I know what the issue is.
[CUSTOMER][NEUTRAL] Uh, but I can't see my statements and I've logged in and everything like that.
[AGENT][NEUTRAL] OK, is this for a group or is it for just your personal policy?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, this is I'm, I'm an agent.
[AGENT][NEUTRAL] OK, what's the group number? I'm sorry, go ahead, sorry.
[CUSTOMER][NEGATIVE] The problem I
[CUSTOMER][NEUTRAL] Well, I assume I was there's not a group I'm, I'm an agent.
[CUSTOMER][NEUTRAL] I'm under Capital Group Health Services, but I think that, I think the the issue is that.
[CUSTOMER][NEUTRAL] I get paid at every time I log in is it every time you log in you're gonna have to do a verification code?
[AGENT][NEUTRAL] Mhm, yeah, that's a new thing that they've set up, yeah.
[CUSTOMER][NEGATIVE] That is very annoying, um.
[CUSTOMER][NEUTRAL] Uh, I get paid under my S corp MFG Inc. I'm guessing that might be, uh, I'm guessing that might be what the issue is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I can see it gives me a number for production but I can't see any commission statements.
[CUSTOMER][NEGATIVE] It tells me 0 for commission station. It shows me some production probably because that's in my name, but commissions are actually paid out to MFG Incorporated.
[AGENT][NEUTRAL] OK [PII] um I'm gonna have to get somebody on the broker's side to help you with this. Do you have a good callback number just in case if anything happens?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Um, let me place you on just a brief hold. Let me get somebody on the line here. One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey my like we don't.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Go to.
[AGENT][NEUTRAL] Right, making sure.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm well how are you?
[AGENT][NEUTRAL] I'm good thanks for asking. Hey, I have an agent on the line. He said his name is [PII] and he's having some problems with the OSC and seeing some commission statements and so I think that guy goes to you guys.
[CUSTOMER][NEUTRAL] What do you know what his last name is?
[AGENT][NEUTRAL] I think he said his last name was [PII].
[CUSTOMER][NEUTRAL] To take you down.
[CUSTOMER][NEUTRAL] I wonder if it's [PII]. I wonder if it's [PII].
[AGENT][NEUTRAL] Yeah, [PII], maybe. Yeah, and I got a number. OK.
[CUSTOMER][NEUTRAL] I've actually
[CUSTOMER][POSITIVE] I've actually helped him before.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So he's not able to see his commission?
[AGENT][NEGATIVE] He says he was I'll be honest, girl, he was rambling a bunch of stuff that didn't make sense to me. Something about he can't see his commission statements and something about they're paid to MFG but that doesn't mean anything to me like.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Oh, it's because, OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I know, yeah, I was dealing with him last week or the week before when OSC was like super new still and like everybody was so confused on to like what to do. I think crap OK yeah you can definitely send him to me but I'm not I'm gonna have to like.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Probably talk to [PII] and then just call him back because.
[AGENT][NEUTRAL] OK, you want his callback number?
[CUSTOMER][NEUTRAL] This was, this was a funky one.
[CUSTOMER][NEUTRAL] Um, is it the [PII]?
[AGENT][NEUTRAL] No, it's a different one, he gave me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he gave me [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, yeah, you can send them to me.
[AGENT][NEUTRAL] OK, give me just a second, I'll let him know I'm transferring him.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] [PII], thank you so much for your patience. I have somebody on the line and broker resources and she's gonna take the call from here, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Hey [PII] it's [PII] how are you? I'm OK how are you doing?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Um, OK, so I was actually.