AccountId: 011433970860
ContactId: 6a8aa43f-fa85-45b6-bac9-6190ed4730aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142289 ms
Total Talk Time (AGENT): 19281 ms
Total Talk Time (CUSTOMER): 68930 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6a8aa43f-fa85-45b6-bac9-6190ed4730aa_20250606T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, [PII]. Um, I am calling cause, um, I am, uh, I just registered into
[CUSTOMER][NEUTRAL] The new system?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I was trying to add um a manage user.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so that, um, my partner and the one that handles the, the payments can um can continue doing what she's been doing. So, um, so when I, when I went to manage user and I added her as a user, uh, it comes up it comes back as inactive.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I'm like, what the heck what's going on? So then I, I did it again. I said, let me put another, uh, I went to active and make sure I said could I have been in the inactive um tab. So I went back to the active and I tried to, to, you know, to add the new user. So now I have two inactives.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK um so just so that I understand correctly, was this for um a part of a group or is this for uh your actual policy for your family?
[CUSTOMER][NEUTRAL] No, it's a group.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello?