AccountId: 011433970860
ContactId: 8216dc79-dc54-4c17-86c2-6f8f48b2b529
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1259140 ms
Total Talk Time (AGENT): 139525 ms
Total Talk Time (CUSTOMER): 216681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8216dc79-dc54-4c17-86c2-6f8f48b2b529_20250606T16:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I, um, I'm part of uh of a group and I'm calling in reference to my group, um, and I, um, I just logged into the new system. I was told, you know, I had to redo everything and I was trying to add, um, go to manage user to add uh my partner and the one that handles, you know, the payments on the account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I went ahead and added it and um then I added her and then I saw that uh it showed inactive. So I'm like, oh my gosh, did I put it in the wrong tab? So I went back to active, add the new user again, and now I have two inactive.
[CUSTOMER][NEUTRAL] For her.
[AGENT][NEUTRAL] OK, OK, I can look that up for you.
[CUSTOMER][NEUTRAL] So I was wondering.
[AGENT][NEUTRAL] Um, what is your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, cause I was talking to somebody and I got this um
[CUSTOMER][NEUTRAL] All of a sudden, I, I, I dropped, uh, we got the, the call got dropped. Uh, my number is [PII].
[CUSTOMER][NEUTRAL] 433
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] It's uh 23023016.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Can I get you to verify the group name and address and phone number that we have on file?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Protect international security.
[CUSTOMER][NEUTRAL] Um, group number 23016, contact, what is it, what, what else you want?
[AGENT][NEUTRAL] Uh, the address and phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, oh my gosh. [PII] my goodness. I'm giving you my address.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII], or I don't know if you have [PII]. Phone number [PII]. 0, I gave you that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, let me see what's going on here.
[CUSTOMER][NEUTRAL] That uh
[CUSTOMER][NEUTRAL] You pay like 150
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. What is going on here?
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And who were you trying to add?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing her as active, so give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, on, on mine it shows um inactive.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I created, yeah, I created 2.
[AGENT][NEUTRAL] Give me just a moment. I'm having trouble with it on my end, so let me see um what we can do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what email did you use to put her in as?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What email did you send um for her regarding her? Let me verify that we've got it correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, I'm showing that is that.
[AGENT][NEUTRAL] The one that we have on file.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEGATIVE] Fuck
[CUSTOMER][NEUTRAL] you as well.
[AGENT][NEUTRAL] Give me just a moment. I'm having issues working on it as well, so give me just a moment let me see what we can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the
[AGENT][NEUTRAL] OK, and just to verify, [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And it's not it's OK and it's not asking you for a phone number or anything like that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, good. OK, I just wanted to make sure because I'm just verifying to make sure all the information we have is correct because I'm showing her as active.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I might need to put this in as an error log.
[AGENT][NEUTRAL] And what exactly is the error message reading?
[CUSTOMER][NEGATIVE] Well, no, it's not giving me a uh error message. It's just saying that the manage user is inactive, it's in the inactive tab, you know how in the manage user you have active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Inactive and all.
[CUSTOMER][NEUTRAL] I don't have anything inactive, 0, and then inactive it's 2, and then all is 2.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] OK, let's try to troubleshoot this real quick while I while I get ready to send an IT request to see what we can do to fix this. um, can you go ahead and delete all of your browser history?
[CUSTOMER][NEUTRAL] I know my browser history, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you are in the new OSC correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, OK, and she did and then just to to get a better grasp of this, she did get the email?
[AGENT][NEUTRAL] Asking her to be a user or you just included her in there and you uh clicked send.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And well, she had gone to lunch, so I don't know, um.
[CUSTOMER][NEUTRAL] I can, I can go check to see if you got the email.
[AGENT][NEUTRAL] Yeah, it may just be inactive as she hasn't set up the account yet, her part of the account yet.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I see. Hold on a minute. Let me go check. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. I was able to, yeah, to log her in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um so she is logged in. Oh, and now it's on my side it says that one is active. OK.
[AGENT][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Perfect. And t[PII], uh, I guess, oh, the other one went away. OK.
[AGENT][POSITIVE] OK good.
[CUSTOMER][POSITIVE] Awesome and then she'll be able to to add um.
[CUSTOMER][NEUTRAL] Uh, the bank, uh, information and everything and make the payment.
[CUSTOMER][NEUTRAL] From there, right?
[AGENT][POSITIVE] Yeah, yes, you should be able to.
[CUSTOMER][POSITIVE] OK, perfect. All [PII] then. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Um, anytime. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You as well. Take care. Bye-bye.
[AGENT][NEUTRAL] Right, right, bye.