AccountId: 011433970860
ContactId: fb90e3bb-331b-404f-b212-0b400f66acb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589989 ms
Total Talk Time (AGENT): 221102 ms
Total Talk Time (CUSTOMER): 222648 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/fb90e3bb-331b-404f-b212-0b400f66acb5_20250219T16:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII] here. Heck of a nice guy. How's it going today?
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] Yeah, good, good [PII]. Um, wife's out of the house, which means I can get some work done today instead of taking time off to go to [PII]'s. Yeah, [PII], you know, walk the dogs, stop in a multi-million dollar company. I yell at her all the time, you know, I got to walk a damn dog. Hey [PII], I have a question for you. I don't know if you know or not, but I deal with other brokers, so I'm kind of like a quasi GA.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I have a friend. His name's [PII]. Uh, it's [PII] Insurance, and he's, you know, he's new. He just finally sold two groups after me talking to him for about a year and a half.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] And yeah, well, it takes time, you know, and he trusts me and stuff, but you know it just took him a while finally to catch his breath and get appointed and everything. So but he landed two nice groups, but he's like, Hey, what's going on with the commissions? And I go, bro, you can just go on your OCS and see it. But evidently, don't ask me why [PII] did this, but he's got commissions are paid directly to the agency on record, which is the same thing I can view too. How does he get?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because I said you sent you signed up as the agency rather than the agent he's the sole proprietor so how do we get APL to get him access so we can see what the commissions are?
[AGENT][NEUTRAL] Um, let me see, it might just be.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The fact that his um
[AGENT][NEUTRAL] Well, he does have.
[AGENT][NEUTRAL] 12412473 so you have access and then somebody named.
[AGENT][NEUTRAL] [PII] or username [PII], but he has access too because it's his email, [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, how does, um, normally with the brokers, at least most of the brokers, I can see their commissions too because I help them out with invoicing and stuff. It's just that [PII] I can't, but I can, can I get him access? Can I go on to my OSC and you know, and get grant him access like add a new user?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I think I would have to do that, but he does have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the last login was today at [PII] at literally at [PII].
[AGENT][NEUTRAL] Alright, I'm sorry, at [PII] somebody logged in, whoever the username.
[CUSTOMER][NEUTRAL] Yeah, that was him but but it says that it's grayed out he's telling me that his commissions are grayed out.
[AGENT][NEUTRAL] Well, it shouldn't be because this is his.
[AGENT][NEUTRAL] 124, 124, 12473.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Should I get him on the phone with us?
[AGENT][POSITIVE] Well, you definitely can.
[CUSTOMER][NEUTRAL] OK, alright, hold on, OK, see if the answers because I'm calling on my bat line.
[AGENT][NEUTRAL] 12473.
[CUSTOMER][NEUTRAL] Uh, [PII], alright, hold on, I'm not rich. I don't have music on hold, OK.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, alright, hold on.
[CUSTOMER][NEUTRAL] Hold up.
[AGENT][NEUTRAL] 2472.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Yeah, OK, hey [PII], I have [PII], my friend [PII] on the phone to help with that OSC problem.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, so it looks like I was looking at him as a broker so the agency does not have an OSC profile, so it has to be set up and I can email you guys the how to.
[CUSTOMER][NEUTRAL] OK, can you make that happen just by a verbal on the phone?
[AGENT][NEUTRAL] Um, I would have to go through.
[AGENT][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] It's gonna take a second because I, I mean, I can do it. I would just have to go through and set up, set everything up if you wanna.
[CUSTOMER][NEUTRAL] OK, alright, alright, that's fine. Just like Boss [PII] used to say, and I know you're way young, handle it, handle it, right [PII]? Oh yeah, handle it, Rosco handle it. That's right. I'm, I've got [PII] if, if, you know, if, if, if, if that's concerned, it's not, it's OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'll see what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not really.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK, OK, give me just.
[CUSTOMER][NEUTRAL] But if you need to go, that's fine, you know, you can, you can do whatever.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][POSITIVE] Yeah, I have this line. [PII] used to be my fax number, but sometimes, you know, like when somebody calls me for a claim on Colonial Life, I, I call up Colony Life on this line. It's worth the 10 bucks a month.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, do you, do you prefer a specific user name?
[CUSTOMER][NEUTRAL] Do you do you
[AGENT][NEUTRAL] Or does it just like [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I don't, it doesn't matter, um, I usually use.
[CUSTOMER][NEUTRAL] I usually use uh [PII], but it doesn't matter.
[AGENT][POSITIVE] OK we can do that. I'll see if we can do that.
[AGENT][NEUTRAL] I'm gonna give you a just a
[AGENT][NEUTRAL] Because I have to put the password in.
[AGENT][NEUTRAL] So you can whenever you get in there you can um change it.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] [PII], are you in front of your computer?
[CUSTOMER][NEUTRAL] Yes I am. OK.
[AGENT][NEUTRAL] 850251486.
[AGENT][NEUTRAL] 58,025,160.
[AGENT][NEUTRAL] OK, so it says the account already exists with the username it's your broker one. Do you wanna do Carolyn like 231?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To make it a little bit different, but.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, or Carolyn 23 exclamation point maybe.
[AGENT][NEUTRAL] Yeah, let me see if that works.
[AGENT][NEUTRAL] No, there's no explanation point.
[CUSTOMER][NEUTRAL] OK, uh, just use uh.
[AGENT][NEUTRAL] I do
[CUSTOMER][NEUTRAL] Just use grubs.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It probably won't be no more drugs out there.
[AGENT][NEUTRAL] OK, you're good. So, if you do grubs with a capital G.
[CUSTOMER][NEUTRAL] Heaven forbid
[AGENT][NEUTRAL] And then and I can email you this too.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] There you go. I got it set up for you. So I'm gonna email you [PII]. [PII], do you want me to put you on there?
[CUSTOMER][NEUTRAL] I'm gonna email you
[CUSTOMER][NEUTRAL] OK, can you use, um, can you use [PII]?
[AGENT][NEUTRAL] Yeah, [PII], hold on, let's see.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] We gotta phase out the other one.
[AGENT][NEUTRAL] OK, what'd you say, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So your other one, you're [PII] is the one that we have. If you're trying to phase that out, I would highly recommend emailing us and telling us to change it to this email, um, because everything's gonna go to that email if you're trying to.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] insurance
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] You're trying to get rid of that.
[CUSTOMER][NEUTRAL] Can I just respond to your email?
[AGENT][NEUTRAL] Yeah, of course, and yeah, and just put.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, just put please use this one.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And I'll send that over to the agent appointments department and they'll get that.
[CUSTOMER][NEUTRAL] department.
[AGENT][NEUTRAL] They'll get that switch.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So grab.
[AGENT][NEUTRAL] And then your password today.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just sent it.
[AGENT][NEUTRAL] And your commission I logged in to make sure that it worked and your commission is there so you should see it once you log in.
[CUSTOMER][POSITIVE] Alright, cool beans, OK.
[CUSTOMER][POSITIVE] All right, thanks, [PII].
[AGENT][POSITIVE] Of course, call me back if you need anything else.
[CUSTOMER][POSITIVE] Thank you thank you both very much appreciate it bye.
[AGENT][POSITIVE] Yeah, enjoy your day. Bye.