AccountId: 011433970860
ContactId: 362a9859-db1a-4f35-98e2-a3485accfb6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210570 ms
Total Talk Time (AGENT): 82140 ms
Total Talk Time (CUSTOMER): 102360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/362a9859-db1a-4f35-98e2-a3485accfb6d_20250320T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][POSITIVE] I'm doing good. I have a um agent on the other line. They're trying to get their um group online service center account together.
[CUSTOMER][NEUTRAL] Um, can you look at this group with me? They're asking me, you know how they have like the parent account and then like the other admins under it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the group number is 17776.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] So it was a little mix up at first, but we got [PII] deleted and then um [PII] is the only active one. The agent's asking me is she the is because she's the only active one, would that make her the parent account because the previous it is OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, no, no, no, I was saying, uh oh, because I think it's gonna have to see, that's why these groups, they don't understand that when they set up a user, they have to like make it like the company's name and not some individual's name, the user name, because that one, the first one sticks.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] And I'm thinking that's gonna be the [PII].
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Um, let me check.
[AGENT][NEUTRAL] Copy.
[AGENT][NEUTRAL] Like the [PII] EAC is probably gonna be.
[AGENT][NEUTRAL] Yeah, I think this is the owner account, so.
[AGENT][NEUTRAL] Let me check this other one.
[CUSTOMER][NEUTRAL] So I believe that I can double check with her, but I believe that [PII] is the, the company's vice president. She's trying to add the other people, but she says she doesn't have the
[CUSTOMER][NEUTRAL] Manage managing users options so I sent them over the user guide, but if it is her because I think.
[AGENT][NEUTRAL] It is, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, she's the, the
[AGENT][NEUTRAL] Like, um, that's the word I'm looking for.
[AGENT][NEUTRAL] Hold on a second, pull this back up because it'll tell me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is the, the PAS owner account, so I don't know why it's suspended though. I mean, I can suspend it I suppose.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] And so she.
[CUSTOMER][NEUTRAL] would be, so [PII] is gonna be, everybody's gonna be under [PII].
[AGENT][NEUTRAL] Right, so that's the parent account and all other accounts will actually be managed under it. She can remove, add, you know, suspend whatever she'd like to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But only she can sign in as K would. The others can't do that.
[AGENT][NEUTRAL] On those.
[AGENT][POSITIVE] Correct. I believe that's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just in case they ask me, I just wanna make sure.
[AGENT][NEUTRAL] Yeah, I don't believe that the others would have that admin capability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm gonna see.
[AGENT][NEUTRAL] So I, I am suspended it, so she should be able to access it.
[CUSTOMER][NEUTRAL] So, if she needs to, OK, it's unsuspended, so if she needs to reset the password, blah blah blah so that she can get in and then she's the parent and [PII]'s under her. OK, I got it.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][POSITIVE] Thanks you too. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.