AccountId: 011433970860
ContactId: 1e16dc02-0ed4-4a99-901b-a17036026164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429859 ms
Total Talk Time (AGENT): 167418 ms
Total Talk Time (CUSTOMER): 209298 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1e16dc02-0ed4-4a99-901b-a17036026164_20250304T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the team. Miss [PII] on the phone, um, with group number 80099.
[CUSTOMER][NEUTRAL] And she is calling to follow up about the email um that would help add her to the group as a contact person.
[AGENT][NEUTRAL] What was the, what was her um uh what was the group number again? I'm sorry.
[AGENT][NEUTRAL] 800
[CUSTOMER][NEUTRAL] It's 0099.
[AGENT][NEUTRAL] Sorry, your headset is cutting out or, well, I don't know if it's gonna be my headset, but it's, it's like a weird noise.
[CUSTOMER][NEUTRAL] I know I just.
[CUSTOMER][NEUTRAL] Yeah, I just heard that well.
[AGENT][NEUTRAL] All right. And what's her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that? It cut out.
[CUSTOMER][NEUTRAL] Oh my gosh, it's [PII] uh or [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And uh does she know that um the group, is there a new group admin or is [PII] still there?
[CUSTOMER][NEUTRAL] Believe that he didn't, she didn't say anything about him, but she kept saying to him, I can be on there with him.
[AGENT][NEUTRAL] OK, because if he's still here when she's not listed as a group contact, then he would need to email the care team um to get her set up that she and if he can't set her up himself, uh, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you can uh send her over though and I can give her that information if you'd like.
[CUSTOMER][POSITIVE] OK, all right, so much, [PII], you have a good day.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So, um, I understand you're wanting to get an online service center account set up, is that correct?
[CUSTOMER][NEGATIVE] When I, when I try to log in as a new user and I put my the information of the group, it's telling him, it's telling us that it's not found.
[CUSTOMER][NEUTRAL] So yesterday I called and they told me that um
[CUSTOMER][NEUTRAL] The, the, the benefit coordinator had to send out an email approving.
[CUSTOMER][NEUTRAL] Me as a user.
[CUSTOMER][NEUTRAL] So, um, uh, he sent it this morning.
[CUSTOMER][NEUTRAL] And I just want to check if you received it and what do I have to do in order to be able to log in because I have to pay the bill.
[AGENT][NEUTRAL] OK, who did he send it to?
[CUSTOMER][NEUTRAL] To uh [PII]. That's what the, the, the email that they gave me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so those requests and uh when they get to that request today they will send it to the appropriate team um whoever it takes to fix what's going on with your account and then once they fix that they'll send you an email letting you know that it's fixed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So they would send him an email telling him that I'm, because he, you see the way he wrote it, I don't even know if they're gonna be able to do anything because he, he just says please add [PII] where as an authorized user.
[CUSTOMER][NEGATIVE] He didn't give my email or anything.
[CUSTOMER][NEUTRAL] So I don't know if that's enough for you to, to put my name on it or or what.
[AGENT][NEUTRAL] Uh, let me see if it.
[AGENT][NEUTRAL] I can request.
[CUSTOMER][POSITIVE] I would love to.
[CUSTOMER][NEUTRAL] I need to.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I need time to play the part.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] price
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] I got the job. You see, when I put either information, the owner of the company or his information is telling me no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Um, but when I put the, the group number and, uh, you know, on the login screen, it gives me the zip code and the phone number and all that, so. Somewhere they have that, that information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, what that person told you is correct because when I look at your account there is some sort of hold on it um where it says pending um because it's waiting, it's waiting for something it's a code I've never seen before, but um when they said that the benefits person uh needs to send something in that's probably why um you guys can't make an account yet so that's what that.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well we have to.
[AGENT][POSITIVE] Um, when he emailed the care team, the care team is gonna take care of getting that to the right person to get it this resolved.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, and how long would you send this will last because I have to pay a bill.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I know, but that would be from.
[CUSTOMER][NEUTRAL] I would give him a bigger one, but anyway.
[CUSTOMER][NEUTRAL] That's another story for that's cocktails.
[CUSTOMER][NEUTRAL] Um, yeah, so the that.
[CUSTOMER][POSITIVE] Well, if you go, I'm going with you.
[AGENT][NEUTRAL] Let's see if February is due.
[AGENT][NEUTRAL] Oh, you said, oh, OK, um, it's, it's not gonna take.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like I would say 24, I would say 48 hours at the mos[PII], at the absolute most, but I would say within 24 for sure.
[CUSTOMER][NEUTRAL] It's it.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] OK, so, so we have to wait for the email to come.
[AGENT][NEUTRAL] Yeah, because whatever it kind of hold is on the account that won't let you guys create one yet, it's not something that like I could list or any like I don't, I don't know like what why there's a hold on your account, but whoever put it there, they'll be able to get it fixed.
[CUSTOMER][NEUTRAL] For that, for a hobby.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you very much for your help.
[AGENT][NEUTRAL] No problem. Um, [PII], is there anything else you, uh, you need today?
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][POSITIVE] No, that's all I need. Thank you. Have a good day.
[AGENT][POSITIVE] All right, all right, for assisting you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK bye bye.