AccountId: 011433970860
ContactId: 64ed74e8-92f1-4390-977d-272cdb627e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1079439 ms
Total Talk Time (AGENT): 129993 ms
Total Talk Time (CUSTOMER): 149805 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/64ed74e8-92f1-4390-977d-272cdb627e0d_20250605T18:47_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm on the portal and I just, um.
[CUSTOMER][NEUTRAL] Accidentally added a user um for portal access and it actually sent an email to him and CC me on it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a way to be to disable that?
[AGENT][NEUTRAL] To remove?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can't remove them. Yes, you can remove them. Um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Name is [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK. And may I have the group number?
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] Give me one second, I'm waiting for the.
[CUSTOMER][NEGATIVE] The website to load because I don't have it on me.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like 148 something something um.
[CUSTOMER][NEUTRAL] It is 14871.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's gonna be a minute I'm waiting on the system.
[AGENT][NEUTRAL] OK. May I have the name and the address of the group?
[CUSTOMER][NEUTRAL] The name and the address Explore Federal Credit Union. It's [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your email address for verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] OK, let me get the instructions on how to remove it, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so um have you clicked on manage users?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what options do you see? Yeah, uh, I can hear you now.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK, the options that I see when I click on it is active. They have the tabs active inactive all, then you can add new user. Um, when I click on inactive and I click his name, it just brings up user details.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And provide details for user you wish to, oh, for user you wish to edit, but I can't put anything in there.
[AGENT][NEUTRAL] You you see like an edit button or?
[CUSTOMER][NEGATIVE] Like I can't type in it.
[CUSTOMER][NEUTRAL] No, there's no edit button. All it says is.
[AGENT][NEUTRAL] No, I.
[CUSTOMER][NEUTRAL] User details provide details for the user you want to edit. Then it has first name last name email apply changes or cancel.
[CUSTOMER][NEUTRAL] Is it because he hasn't made the account active that I can't make any edits?
[AGENT][NEUTRAL] Mm, I don't think that will be the case because
[AGENT][NEUTRAL] Let me check something.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm, yeah, I don't see an option to delete them either. So you see his information it's already set up and uh you said you don't see any, any buttons to edit and you don't see any buttons to to remove.
[CUSTOMER][NEUTRAL] No, I added him and sent him an email. It has that the account is inactive, but I want to remove it before he even makes it active, has a chance to make it active.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] Or does he have to actually make the account active for me to make changes to it?
[AGENT][NEUTRAL] OK, yeah, got you. Let me check on that. Let me go ahead and ask that question and see if I can get an answer on how to handle this part. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I do apologize, but I'll have to report this and give you a call back. Is that OK?
[CUSTOMER][NEUTRAL] Yes, that's fine you have my phone number correct.
[AGENT][NEUTRAL] Yeah. I, I do, I do. Um, you gave me [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct and my extension is [PII].
[AGENT][NEUTRAL] OK, so that is your extension. OK, I'll go ahead and uh I'm just gonna report this and they will, they will check on it. Um, I do have like a spreadsheet where I can see the instructions, but I don't see an option to remove it. So, um I was trying to look for that information and I don't see it here. So once I get more information, we'll go ahead and call you back, OK?
[CUSTOMER][NEUTRAL] What I have
[CUSTOMER][NEUTRAL] OK, that's fine, um.
[CUSTOMER][NEUTRAL] No it's not titled affiliation. It's actual titled How did you hear about us, um.
[AGENT][POSITIVE] OK. I do apologize for the inconvenience. You have a good afternoon.
[CUSTOMER][NEUTRAL] That's the
[CUSTOMER][NEUTRAL] You too. OK, is it the correct one, or you are expecting advertisement?
[AGENT][POSITIVE] Thank you. Bye bye.