AccountId: 011433970860
ContactId: 6f2c068b-f098-4ca2-9a45-9a55598d90b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600679 ms
Total Talk Time (AGENT): 180702 ms
Total Talk Time (CUSTOMER): 165153 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6f2c068b-f098-4ca2-9a45-9a55598d90b0_20250428T13:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm trying to make some updates to our account. Um, one of the users is no longer with the company and when this morning we had an automatic password reset and all of her information was in there in order to get the verification code.
[CUSTOMER][NEGATIVE] So I'm trying to go in there and manage that but it doesn't uh the system for some reason I can't go in and manage any users at all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know if you can assist me.
[AGENT][NEUTRAL] Alright, [PII] and what group is this for?
[CUSTOMER][NEUTRAL] Group number is 16163 Phoenix American.
[AGENT][NEUTRAL] OK, give me just a moment, let me pull up some stuff.
[AGENT][NEUTRAL] How's your Monday going so far aside from that?
[CUSTOMER][MIXED] It's going good. It's going good, a little sick, but um besides that I'm good.
[AGENT][NEUTRAL] Oh, no. Sick sick or allergies? I mean, that's still sick, but
[CUSTOMER][MIXED] Sick. Well, yeah, my husband got sick and I thought I was in the clear and then I started getting it and now I have it. But I feel better. It's just like a cough that doesn't want to go away.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Oh, we've got allergies here. I don't know where you're located. Oh, you're in [PII].
[CUSTOMER][NEUTRAL] In [PII], yeah.
[AGENT][NEUTRAL] Yeah, here in [PII], we've got the wind just whipping through which we've had nothing but rain, tons of rain. So now the mold is starting to hit and that's what my allergies.
[AGENT][NEUTRAL] Mold will just get me every time. OK, so I see you've got um.
[AGENT][NEUTRAL] The Ferretti Group, is that the one that you're talking about?
[AGENT][NEUTRAL] The login
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] I see
[CUSTOMER][NEUTRAL] No, the login is [PII] one like I, we reset the password this morning, so that's not the problem, but.
[CUSTOMER][NEUTRAL] It's whenever we whatever credentials we have in there, it's the previous HR director's information.
[CUSTOMER][NEUTRAL] So [PII], let me get her her last name.
[CUSTOMER][NEUTRAL] She was a prior HR director so she.
[AGENT][NEUTRAL] Well, I don't even
[AGENT][NEUTRAL] Yeah, I don't even see a bricks one.
[CUSTOMER][NEUTRAL] Brooks one is our log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You don't see that user at all?
[AGENT][NEUTRAL] Oh, I'm looking at the wrong, I'm looking at the wrong group. 16163.
[CUSTOMER][NEUTRAL] We just reset the password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] What I would suggest is in the future, each person who's going to be doing getting into this account instead of sharing it with people that way we can deactivate a person when they leave.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that's fine. I mean, I don't mind creating a user for me, but I was just told when I came here that that was the log in. So if you can, if I can create my own user ID and password, that would be great.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, let me go ahead and suspend. So [PII], is that the one who left?
[CUSTOMER][NEUTRAL] Mhm, yes, yes.
[AGENT][NEGATIVE] OK, yeah, it's showing her email. I'm gonna go ahead and suspend this one.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And let's just go ahead and add you while I've got you on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what it's [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what do you want your username to be?
[CUSTOMER][NEUTRAL] You can make it [PII].
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] Phoenix, so it's [PII].
[AGENT][POSITIVE] And a good number for you.
[CUSTOMER][NEUTRAL] Um, let's put my mobile number [PII].
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] OK, let's try that again. I wasn't quite ready for you. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This will send you your username and a temporary password. I'll stay on the phone with you just to make sure you get it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] And as soon as you get in, I'm gonna go ahead and suspend that other one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It just took me right in without logging in.
[CUSTOMER][NEUTRAL] Let me get get out completely on my web browser and then OK let me try this again.
[CUSTOMER][NEGATIVE] Oh it's just taking me straight into the login page when I click on the link it doesn't even have me log in.
[AGENT][NEUTRAL] And it's, are you using um the [PII]?
[CUSTOMER][NEGATIVE] No, it didn't even ask me to use anything. It just got, it just took me right in.
[AGENT][POSITIVE] OK. Yeah, let's clear, let's clear your cash.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me try now.
[CUSTOMER][POSITIVE] OK, now it's now it's allowing me OK.
[CUSTOMER][NEUTRAL] OK, I see [PII], but it didn't. I don't have a password. Did you create a password or?
[AGENT][NEUTRAL] No, no, it would have emailed you.
[AGENT][NEUTRAL] A temporary password.
[CUSTOMER][NEUTRAL] Oh here it is OK
[CUSTOMER][NEGATIVE] OK, so now it's allowing me to reset.
[CUSTOMER][POSITIVE] Perfect. OK, I'm in fine.
[AGENT][POSITIVE] OK, perfect. I'm gonna go ahead and suspend this othe[PII] then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else I can do for you then, [PII]?
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] Can you tell me if if [PII], she's also a user, does she have her own log in as well? Because I think we were all using the same one.
[AGENT][NEUTRAL] She does not. So let me tell you how you can go in and
[CUSTOMER][NEUTRAL] Can you reset hers? Can oh I can OK.
[AGENT][NEUTRAL] Yeah, you should be able to add a new user. What I'm gonna do, Faith, is email um.
[AGENT][NEUTRAL] Our instructions on how to set up a user and then anybody in your office who who needs to.
[AGENT][NEUTRAL] Log in and you want them to have access, we'll be able to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I used to have a create a user option and now it's not there just FYI I don't know if it's my profile, but I don't have the option to create or add a user anymore.
[CUSTOMER][NEUTRAL] When I logged in under [PII], I had that option.
[AGENT][NEUTRAL] OK, let me see if I can get that changed as well, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Is there anything else then that I can do for you?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're quite welcome. You have a great day and thanks so much for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.