AccountId: 011433970860
ContactId: 0e96c4eb-5586-484c-ae90-ed6e4eed8a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306559 ms
Total Talk Time (AGENT): 103126 ms
Total Talk Time (CUSTOMER): 98521 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0e96c4eb-5586-484c-ae90-ed6e4eed8a38_20250325T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], good afternoon. I don't know if I, uh, dialed or chose the right option, but I, I, I think I'm the administrator of the account and I've been having problems logging in actually every time that I log in it says account is suspended.
[AGENT][NEUTRAL] OK, we're just trying to log into the account online.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] Oh, let me pull out an invoice. Hold on.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Street number 20253.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And can I grab your first name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And can you verify the group name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me pull this up and see.
[AGENT][NEUTRAL] OK, [PII], when you're logging in, what is the user name that you're putting in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] from uh.
[CUSTOMER][NEUTRAL] There.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so, yeah, it looks like that particular username was suspended. There's a couple others that are like active and pending.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] You know the reason?
[AGENT][NEGATIVE] It doesn't show me um.
[AGENT][NEGATIVE] Unfortunately, a reason, it just, whenever like a group admin is suspended, it just means that there's no more, there's no longer access to the account. So the new group admin would have to grant access to the account.
[CUSTOMER][NEUTRAL] A L.
[CUSTOMER][NEUTRAL] If you have credit
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Cause there are other users, it looks like that are still active, but this one does show um suspended on it.
[CUSTOMER][NEUTRAL] In one of the users, uh, do you have the Romo?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so that email is on here it looks like it is active and then they have their own separate username.
[CUSTOMER][NEUTRAL] OK. So, um, all right, so I'm gonna try with the Romo then, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, it says that it doesn't um.
[CUSTOMER][NEGATIVE] Does't OK, so, um, I don't know what to do. 00, it says that bit wrong is active, but it doesn't let me to reset the password.
[AGENT][NEUTRAL] So the username is [PII].
[CUSTOMER][NEUTRAL] Oh, that's, that's right. It's so many drama reason.
[AGENT][NEUTRAL] Yeah, so it's a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] But I'm gonna try this one. I, I appreciate your, your help and your information.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] Bye-bye.