AccountId: 011433970860
ContactId: 69323bec-a8e0-44fc-85a6-a46961f4950a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347540 ms
Total Talk Time (AGENT): 170417 ms
Total Talk Time (CUSTOMER): 206204 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/69323bec-a8e0-44fc-85a6-a46961f4950a_20250206T18:22_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's [PII]. How are you? I'm sorry to have to call and bother you, but I posted a question in my chat and I haven't gotten a response and I don't want to keep this person on hold for forever. OK, so I've got a broker's office on the line.
[AGENT][POSITIVE] Hey, good, how are you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What's up?
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And there's an issue within the group.
[CUSTOMER][NEUTRAL] OK, the admin that's listed as the primary point of contact.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know what the circumstance is, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, it sounds like they may be letting her go, so they're wanting to add another authorized user.
[CUSTOMER][NEGATIVE] And without for the group level, at the group level, not at the broker, mhm, without the current admin having to add them.
[AGENT][NEUTRAL] For, for the, uh, so it's at the at the group level.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Oh, I mean, hm, what's this group, what's the group? Hang on, I need to look at this.
[CUSTOMER][NEUTRAL] 24542
[AGENT][NEUTRAL] 24542 let me write that down. Hang on just a second.
[AGENT][NEUTRAL] 24542.
[AGENT][NEUTRAL] [PII]. OK, hang on just one second. So we have the group contractors [PII].
[CUSTOMER][NEUTRAL] Yeah, and I think, yeah, and they, there's somebody pending by the name of [PII], he's actually the county clerk.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and [PII] is wanting someone else by the name of [PII] added.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So is she replaced
[CUSTOMER][NEUTRAL] But she doesn't want, well, not, she's still there for the moment. Mhm, she's still there for now. Anyway.
[AGENT][NEUTRAL] Is [PII] still the group contact?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I probably wouldn't do anything over the phone. I would tell them that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would probably ask them to email the information stating that, you know, they want us to remove.
[CUSTOMER][NEUTRAL] And we could add um billing can I OK.
[AGENT][NEUTRAL] Yeah, asking them to that they're wanting to move for me or [PII], so is this lady from the employer?
[CUSTOMER][NEGATIVE] I don't wanna remove. They just want to.
[AGENT][NEUTRAL] They want the other person to have access.
[AGENT][NEUTRAL] I don't know, this is tricky cause I get.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's tricky. Mhm, mhm. OK, so.
[AGENT][NEUTRAL] So the lady that you're talking to, she's with the employer?
[CUSTOMER][NEUTRAL] She's with the agent broker, [PII], mhm.
[AGENT][NEUTRAL] Oh, she's the broker's office. OK, yeah, yeah, yeah, yeah, cause they can't give access at the group level because that's from the group contact.
[AGENT][NEUTRAL] Right, because we have, don't we have to get the group contact permission like the employer group's permission to even add anybody to it?
[CUSTOMER][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] OK, so yeah, so I don't think we can go around that. So I think um.
[AGENT][NEUTRAL] Hang on, gosh, I've not had this one before. OK, so, so I think they need to send us an email asking, so it's the agent's office asking for us to add a different person at the employer group to the OSC.
[CUSTOMER][NEUTRAL] Me either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] I got 2, I hate, I hate, I hate, let me just vent for a second. I hate teens chat. I hate Teens chat.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I know. Yeah, I know.
[CUSTOMER][NEGATIVE] Hate it, hate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause like if an admin, OK.
[CUSTOMER][NEUTRAL] Well, somebody in our billing department says we can add them, but I think anyone else with an account will be able to view all you view or, well, yeah, group billing can do that with getting the primary contact to do it to let me just see what they have to say since I work a lot.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So Webb County, [PII] she's on there.
[CUSTOMER][NEUTRAL] Yeah, so that's the one, so I think [PII] is the county clerk and so she's pending. It shows she's pending out there, but she wouldn't be able to add anyway. I don't think. I think I had to have been done by [PII].
[AGENT][NEUTRAL] My hander that's on there. OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, whoever, cause it depends on their access level. So if you go.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] We'll see, hang on, hang on.
[CUSTOMER][NEUTRAL] OK, and then one other thing, so like for example if [PII] hypothetically was the only person listed currently in the OSC there were no authorized users and she left all they would do would still be to send in an email to us to the care team requesting OK and then how would that new person get access because I didn't think they could a complete like once it had been set up it was set up.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, just what they need. Mhm.
[AGENT][NEUTRAL] Well, you can't
[AGENT][NEUTRAL] Yeah, so I mean they can so like the group contact can add anybody that they want to, right? OK, so, um, because let's see, I'm just looking at some of these accesses on here, um, this one's confusing because I'm not used to doing it from the the side. So, um, I think they need to email uh so what what did they say in the group chat?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Oh she says is just we can add them billing, but I think anyone else with the account will be able to view all users. I've come back and said if they send an email to add another contact in the OSC group billing can do that without getting the primary contact to do it, question [PII]. I do understand that the primary contact will be able to see the other users, and she says yes. OK, well let me just tell.
[AGENT][NEUTRAL] Do they even respond?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna make one heck of a note, girl, I guess.
[AGENT][NEUTRAL] Yeah, I'd make a note. I mean if they're fine with that, then, OK, that's what I would do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then. Well, thank you so very much. I appreciate you. Well, no, we talked through it anyway cause I wasn't getting a response, so I appreciate it, [PII]. OK, thank you. Alright, you too. Bye.
[AGENT][MIXED] Sorry, I don't think I helped, but OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Gotcha, gotcha. OK. You're most welcome. Have a good day. Mm bye bye. Bye.