AccountId: 011433970860
ContactId: 73562df0-cdb5-4ee9-9910-fb1a4c8c3d07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 786900 ms
Total Talk Time (AGENT): 225023 ms
Total Talk Time (CUSTOMER): 225210 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/73562df0-cdb5-4ee9-9910-fb1a4c8c3d07_20250520T13:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from DMBile Distributors. I'm the HR manager here. Um, I don't know if you could help me with our group, um, with our policy. Our group number is 15367.
[CUSTOMER][NEUTRAL] We recently made some changes on the account because the person who was uh on the, you know, the person who was under the account, he already, uh, left the company left the company. He's no longer with the company and we changed it to the president of the company who is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um he needs he needs access to the account so I don't know if you could help him. I don't know, send him an email with the uh process to to know to create the account and to see the how the how everything works.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if I can look that up for you.
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[CUSTOMER][NEUTRAL] And then my extension number is [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII]. Give me just a moment while I pull you up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] I think he's already on the account. His email is, you know, in, in on the account, but he needs some access to the portal.
[AGENT][NEUTRAL] The portal, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] He told me that he's not able to log in.
[AGENT][NEUTRAL] To log in. OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Can I get you to verify the address and phone number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see what's going on here.
[AGENT][NEUTRAL] And who was the person that you said um left?
[CUSTOMER][NEUTRAL] [PII], [PII], his name is [PII]. He was our CFO.
[AGENT][NEUTRAL] OK, cause I'm not showing him on here either.
[CUSTOMER][NEUTRAL] [PII] and well he was before and now [PII] or [PII]. I don't know how you have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like because they are the only one attached to this account.
[AGENT][NEUTRAL] Um, you'll need to contact Rudy and have them ask to, uh, make you and a group admin, um, because right now I can only, um, update things if the group admin contacts us, so they'll either you'll need to contact [PII] and see if they can add you as a as a group admin for this or have Rudy call us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't wanna be included. He wants to have access because he's not able to log into the portal, so I don't know if you could send him an email.
[AGENT][NEUTRAL] Rudy is the one not able to add?
[CUSTOMER][NEGATIVE] Yeah, no, no, no, no, he's not able to log in log in.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So could you send him an email with the, you know, with the steps to create a um credentials for the portal?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what I can do here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] I didn't get it back
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Give me just a moment, let's see what we can do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Because he was trying to um log in uh he put all the information and when he clicked next it says that there is already an account with this email so you should you should contact customer service that's it doesn't allow him to to to to go to the next step.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see what we can do.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It looks like, hmm.
[AGENT][NEUTRAL] Give me just a moment while I keep looking at the notes and see what's going on here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's the driver that I can use to printing.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that
[CUSTOMER][NEUTRAL] Oh no, I'm with APL for your credentials.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Can he, uh, is [PII] on the phone with you?
[CUSTOMER][NEGATIVE] These are duplicated.
[CUSTOMER][POSITIVE] Yeah, he's right here.
[AGENT][NEUTRAL] Can they verify their address, their email address?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] With him?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm you see they're duplicated.
[CUSTOMER][NEUTRAL] And then like 4 times.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You should be one and one.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, it looks like the only account on here is the one that is suspended so what I can do is give you that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Username?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once you're able to reset your password.
[AGENT][NEUTRAL] Uh, you can go in and then he'll be able to um add and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, remove this person, and himself. So let me, um, let me unsuspend that account real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mhm, so you could, you, you are you gonna send him an email with the information?
[AGENT][NEUTRAL] Oh, I'm gonna give you I can give you th[PII] username right now um it'll just take me a moment to unsuspend the account.
[CUSTOMER][POSITIVE] Oh perfect, perfect, yes.
[CUSTOMER][POSITIVE] Perfect thank you very much.
[AGENT][NEUTRAL] So the username is all lowercase letters, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It should be
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then give me um.
[CUSTOMER][NEUTRAL] That's the user name? Mhm.
[AGENT][NEUTRAL] Correct, give me just a moment and let me, let me stay on the line with you to make sure that I get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And suspended.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know who would have started that account?
[CUSTOMER][NEUTRAL] Who started um I I'm not sure because we've been with you guys for a long time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't maybe [PII] or.
[AGENT][NEUTRAL] Yeah, because that was the
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] Because that was the only one it was, it was suspended so it was probably someone who is no longer with you and so we have to unsuspend the the account mhm uh so I unsuspended it um have [PII] make one he needs to use the email that he has whenever he sets his username he should be able to add himself through this because this was the main contact it was the only contact on here uh so I reactivated it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you'll, he'll enter it in. He needs to use the email that we had on file that he just verified with me.
[AGENT][NEUTRAL] And then from there he should be able to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Do everything that he needs to, including removing this person and adding himself and um in the future if he would like you to assist him with this he will need to add you as a group admin too because I do hear him and I and he did verify that if he wants anyone else to contact us on his behalf he will need to add them as an admin um which he should be able to do on his account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, perfect. Well, thank you very much for your help.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, that's fine thank you very much have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.