AccountId: 011433970860
ContactId: 6670b509-c22e-49f3-819c-4793894574ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1735010 ms
Total Talk Time (AGENT): 764420 ms
Total Talk Time (CUSTOMER): 628574 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6670b509-c22e-49f3-819c-4793894574ac_20250320T19:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a broker's office, and I'm calling in regards to a group called EAC Consulting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and then the group number?
[CUSTOMER][NEUTRAL] Yeah, the phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the group number is 17776.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have the group here and um you said you're with the broker's office, right?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I just need you to verify the group's mailing address and your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And um the group's address, let me see if I can find it.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] The group's address is [PII].
[AGENT][NEUTRAL] OK, and how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] I'm kind of calling on like an ongoing issue um.
[CUSTOMER][NEUTRAL] I was going back um back and forth in emails um.
[CUSTOMER][NEUTRAL] And that didn't really lead to anything being resolved and now the problem has kind of resurfaced again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The group was trying to add.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The group is trying to add a person to access online to get, you know, like their bills and.
[CUSTOMER][NEUTRAL] Um, just see their account online.
[AGENT][NEUTRAL] Mhm, like the online service center.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And it seems like something is just not um not set up right for the group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to find an email here where was it?
[AGENT][NEUTRAL] The person that [PII] said, oh [PII], sorry, I just had a question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry. Go ahead. No, go ahead.
[AGENT][NEUTRAL] Just so I can make sure I'm following you, the person that's trying to set up the account, is it like a group admin or this is like a like a employee trying to set up their account?
[CUSTOMER][NEUTRAL] Admins they're admins.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I was trying, so I was trying to on behalf of the group get like it was like the um HR manager get her set up with access so we were told that the person who has the access, her name is [PII] and she's the vice president of the group, um, so they said that she needed to go into her um portal and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, add the new HR person on.
[CUSTOMER][NEUTRAL] But when [PII] tried doing that um she had to go in through like manage users tab or something and when [PII] goes into hers she doesn't see anything that says manage users so the last place I left off was with a person named [PII] and she said.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That let me see.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] The initial account created is the only account that will have the manage users access since all other accounts that are added are the additional users, the main account is no longer active. Therefore we will have to manually create a new user for this group, so she said that she added [PII] in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Which is not what I wanted her to do.
[CUSTOMER][NEUTRAL] I wanted her to fix it for [PII].
[CUSTOMER][NEUTRAL] Um, the vice president. So now I'm kind of calling to find out and [PII] is gone now. So I'm I'm trying, I'm calling to find out does [PII] still have her same access? Can we get it fixed for her and can we remove [PII] now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Because we'd like to add somebody else.
[AGENT][NEUTRAL] Yes, so I do see, um, just from the notes, I do see that um [PII] was removed on [PII], so she, so she no longer has access. Let me, um, hold on one moment, pull up the admin.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if I need to get your billing, I can for you, but just letting you know what I see on our end, um, [PII], hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I just want to make sure her name was [PII] because I was on a different screen and couldn't see it. Her um [PII] is the only policy or account I guess you could say on the online service center that's active. There are others here, but they all say suspended except for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now does [PII] have that because based on what that person was saying oh it was [PII] actually, um, are you able to see [PII]'s account? Does she have, she's saying that she's telling me today that she still doesn't have that tab where she's able to manage users, so it looks like she doesn't have the correct portal or something because she's not able to add people.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, has any, so I'll do two things. Let me ask you this first just to make sure. Has anyone sent you all the user guide for the group? Because I'm asking because it gives like step by step so she doesn't have to, it'll show like pictures and stuff, so it doesn't, it's not so in the air because it can be confusing. I can send you a copy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I mean, yeah, you can send that, but what if she doesn't.
[CUSTOMER][NEUTRAL] You know, if she doesn't have the the right online, you know, buttons to press then you know, is that gonna work?
[AGENT][NEUTRAL] Well, I'm getting ready to
[AGENT][NEUTRAL] Yes, I'm just going to send you this for your reference. I'm gonna call on the other line to group billing to see if they can confirm um what type of policy she has. You mean like if it's the parent like that main account and then the other ones are, would be under her, right? OK. Yeah, I'm gonna check with group billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, that's what I need her to be the main person.
[AGENT][NEUTRAL] OK, let me um double check.
[CUSTOMER][NEUTRAL] OK, and then the other thing I wanted to add just in case in case um you need this information to be more efficient or I think the other the person we wanted to add has been has had access before maybe she's one of the suspended people um the name is [PII] that's who we need to have access for right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No, she's not one of the um suspended ones, but we can get her added though.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK, I guess we'll check on um [PII] first and see.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][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.
[AGENT][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.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the group number is 17776.
[CUSTOMER][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] So it's a little mix up at first, but we got [PII] deleted and then um [PII] is the only active one. The agents 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.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][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.
[AGENT][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] And I'm thinking that's gonna be the [PII].
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like the [PII] EAC is probably gonna be.
[CUSTOMER][NEUTRAL] Yeah, I think this is the owner account so.
[CUSTOMER][NEUTRAL] Let me check this other one.
[AGENT][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
[AGENT][NEUTRAL] Managing users options, so I sent them over the user guide, but if it is her, because I think
[CUSTOMER][NEUTRAL] It is, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, she's the, the
[CUSTOMER][NEUTRAL] But um that's the word I'm looking for.
[CUSTOMER][NEUTRAL] Hold on a second, pull this back up because it'll tell me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] And so she
[AGENT][NEUTRAL] would be, so [PII] is gonna be, everybody's gonna be under [PII].
[CUSTOMER][NEUTRAL] Right, so that's the parent account and all other accounts will actually be managed under it. She can remove, uh, you know, suspend whatever she'd like to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But only she can sign in as [PII], the others can't do that.
[CUSTOMER][NEUTRAL] And those.
[CUSTOMER][POSITIVE] Correct. I believe that's correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just in case they ask me, I just want to make sure.
[CUSTOMER][NEUTRAL] Yeah, I don't believe that the others would have that admin capability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm gonna see.
[CUSTOMER][NEUTRAL] So I, I am suspended it, so she should be able to access it.
[AGENT][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] is under her. OK, I got it.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Alright, have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait, but I do have the answer for you. So, um, the, the username [PII], that's the vice president.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, she's gone. That's [PII]. She's been gone for a long time.
[AGENT][NEUTRAL] OK, because that is the account, that's the parent account, the owner account. So that in the initial account that's set up for the group, usually um we actually put your name there because that one sticks, but it was suspended and she made it um.
[AGENT][NEUTRAL] She made it active. Is there a way?
[AGENT][NEUTRAL] Because you can put the username and then use that reset password link. If we can access that, then, you know, that would just be, that's just the parent account for the whole group, but [PII] is under active under her or under that account.
[CUSTOMER][NEUTRAL] Yeah, it should have been like the other way around.
[AGENT][NEUTRAL] And right, but because the, it's just how the online service center is set up, whatever the very first account is, which was the Koo that sticks like that's the main account for the group because it was the first one created.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] You see what I'm saying? So even though
[CUSTOMER][NEUTRAL] OK, so there, yeah.
[CUSTOMER][NEUTRAL] I understand. So, but there's no way to like recreate it for [PII] and get rid of that one.
[AGENT][NEUTRAL] Let me asking. Let me, let me ask group billing that, um, if there's a, there's a way we can create another account, another main account for the group.
[AGENT][NEUTRAL] Because I did ask them if [PII] would have access to like change users and you know, make changes for the group, but only that main account would.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so let me see if that's an option. Do you mind if I place you on another brief hold or do you want me to call you back? Are you OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I'll wait. That's fine, thanks.
[AGENT][NEUTRAL] OK. You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't know that. So somebody creates an account.
[AGENT][NEUTRAL] They wanna
[AGENT][NEUTRAL] Was there ever like a request to delete to suspend it?
[AGENT][NEUTRAL] Oh, they sus they suspended the rest when they added. Oh, I got it, got it, got it, got it.
[AGENT][NEUTRAL] I had to put that together really quick. OK, so let's
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, that in reference to that, nothing recent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. We're just gonna do it like that. And
[AGENT][NEUTRAL] Because what other.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] Group Building. How may I help you?
[AGENT][NEUTRAL] Hey Male, this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[AGENT][NEUTRAL] You're welcome. I'm doing good. Um, can you help me with this policy? I have an agent on the other line and I'm not sure how to answer this.
[CUSTOMER][NEUTRAL] I can try. What's that policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, it's group number 17776.
[AGENT][NEUTRAL] Oh, I guess I could have said 17.
[AGENT][NEUTRAL] Oh no, it's one more 7.
[CUSTOMER][NEUTRAL] OK, that's 17776.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so the, so they're trying to work with their online service center. So the, I guess that like main or parent account.
[AGENT][NEUTRAL] Um, the person is no longer with the company.
[AGENT][NEUTRAL] Um, and so the group admin is active now.
[AGENT][NEUTRAL] But I was just speaking with um [PII], and she said since that other account was the main account.
[AGENT][NEUTRAL] That one would only have like the parent access.
[AGENT][NEUTRAL] So they're asking me since she's no longer with the company, is there a way another one can be created or I don't know how that works with the group.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] You talked to [PII]?
[AGENT][NEUTRAL] Yeah, so we just got off, I just got off the phone with [PII] because she um she was asking about that main account there and it was suspended.
[AGENT][NEUTRAL] So we we made it active and she said that that because that was the initial account created.
[AGENT][NEUTRAL] That's the only account that can be the main account. So I've told her that and
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] That is, that's, that's, that's correct.
[AGENT][NEUTRAL] So I told her that, OK.
[CUSTOMER][NEUTRAL] So who is the uh main uh contact?
[AGENT][NEUTRAL] So the on in line, the main contact for the group is [PII] on, what's her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Say that one more time. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has an account on, they're trying to make her the main account, but when I explained to her what [PII] said about the other account being that first account, she said, well, she's no longer with the company, how do we get to it?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Or can we create another one, and I'm like, I don't, I don't know how that would work.
[CUSTOMER][NEUTRAL] OK, so [PII] can get online. What are they trying to do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They want to give [PII] or [PII] full access to like um a group admins, make changes for the group.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Well she can do that even with her account, but I mean what the main account does is the main user it gives them access to add different users.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Users in terms of like admins.
[CUSTOMER][NEUTRAL] Right, they can add people who can use the online service center and we can fix that and we can send [PII] um that main access I mean.
[CUSTOMER][NEUTRAL] The username for that access, I mean, but we can't give it to anybody else but her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because the thing, so how she, how the agent explained it to me, the person who has that first account, that's the VP of the company, so she's trying to like not have to deal with, deal with it, but she did open it first because I guess they were setting stuff up.
[CUSTOMER][MIXED] Correct, correct, so but we cannot change the the the one who set it up we cannot change the initial user name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that make sense? That might be better explain it to him is and and if you want me to talk to him I don't mind but um the main user, the the initial set up we cannot change the initial.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Username.
[AGENT][NEUTRAL] User name.
[CUSTOMER][NEUTRAL] We can change the email address and give the new bookkeeper.
[CUSTOMER][NEUTRAL] The um username for the main one right so they'll be able to add or what have you but going forward, I mean anytime they change bookkeepers, they're still gonna have to use that main username to have full access.
[AGENT][NEUTRAL] So they'll have access. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] No, I'm OK. I can explain that to her.
[CUSTOMER][NEUTRAL] OK. Are you sure?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. You don't sound sure, but OK. OK, dear. Is there anything else I can help you with today?
[AGENT][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] I'm fine.
[AGENT][POSITIVE] No, thank you. You made it clear. I'm good.
[CUSTOMER][NEUTRAL] OK, so just to make, just make sure that we need to know if [PII] needs to have full access or the other person needs to continue to have that access.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And so if it's so, so wait, maybe I should just get her to you because they do want she she already said they want [PII] to have full access. So do you need to talk to the agent or what do they send the email to care team or how does that work?
[CUSTOMER][NEUTRAL] They can send an email to care team.
[AGENT][POSITIVE] Oh, OK. Well, I definitely, I can let her know that. Well, thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah, we can do that and just tell them and then we can uh.
[CUSTOMER][NEUTRAL] Fix that.
[AGENT][POSITIVE] Fix it for you for her. OK, I appreciate you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome, dear. I appreciate you too. Thank you. You too. All right, sweetie. Bye-bye.
[AGENT][POSITIVE] All right. Have a good day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Hi, I'm here.
[AGENT][NEUTRAL] Hey, OK, thank you for holding. So, um, you, OK, so we won't be able to change the username, but we can change um for that for that main account, the
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] OK, hold on, I moved from that screen, but from the other account, the [PII], we can't change the username, but we can change like the email and the password, you know, access to it. So she said, um just send an email because we have to have it in writing, just send an email to care team.
[AGENT][NEUTRAL] And we can go ahead and get that changed for you and just let us put in the email that you want [PII] to have full access, and they'll change the password and everything. So the difference now is [PII] will be able to like if other employer employees come that need to have access to the group information, she'll be able to add them. We won't have to reach out or try to access the main account. [PII] can do it now too.
[CUSTOMER][NEUTRAL] OK, I'm OK, I'm just a little confused. OK, so you can't change the username what is the user name so I can write it down?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then, um, so we can't change that username but we're what are we changing for [PII] then we're changing her the email address to hers.
[CUSTOMER][NEGATIVE] And then, and what else? No, no.
[AGENT][NEUTRAL] No, no, no, no, no. So so [PII], her login and everything that she has right now is gonna stay. All we're doing is for [PII] since that was that first account that was made for the group, we can't change the username, but when you send that email and let them
[AGENT][NEUTRAL] No, [PII] is the main contact. We need her to have full access like for the email address, it says [PII]. They'll be able to see what [PII] wants that email address so she can access that main account. We just can't change the username.
[CUSTOMER][NEUTRAL] OK and and changing the username is that just that it appears on the, you know, portal page or?
[CUSTOMER][NEUTRAL] Because [PII]'s login she probably doesn't have that user name, you know, so I think I'm just a little confused with that.
[AGENT][NEUTRAL] So, so for um [PII] for that username?
[AGENT][NEUTRAL] Because it was the first username that was created for y'all's group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We can't change that username, but the email address that's associated to it, we can talk to [PII] and say, you know, like, hey, what would you want this email to be so she can access that [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Username and main account, but she'll still have hers too. We just wanted her to have full access so she can make the changes as if she was that main account. But since that person isn't there, we can't access it. We can just change the email and password so [PII] can access it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to send an email.
[CUSTOMER][NEUTRAL] Asking that [PII] is what what words should I use?
[AGENT][NEUTRAL] Um, so we would just put um [PII] [PII], username [PII] is no longer with the company.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Needs full access.
[AGENT][NEUTRAL] And then group billing would would um contact if you want them to contact you or [PII], they will contact you all to update the information so [PII] can access that username outside of hers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then now the person that needs to be added underneath [PII], what would you call that kind of position just like an additional user?
[AGENT][NEUTRAL] Mhm. So you can either put their name in the email or if you want to wait for [PII] to get access, [PII] will be able to add any
[AGENT][NEUTRAL] Authorized users that need to be for your group, but only it would only be [PII].
[CUSTOMER][NEUTRAL] Mhm I'm gonna put it in the email, OK.
[AGENT][NEUTRAL] And then like if [PII] was to leave, then it'll still be that [PII], but we would change whatever email and password for whoever the new main person would be, so they can access that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, alright, so I'm gonna email the care team.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, saying that the KWC is no longer with the company, please make [PII] like would give her full access, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] I'll do that. OK, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, not right now, thank you.
[AGENT][POSITIVE] All right, thanks for calling APR. Have a great day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.