AccountId: 011433970860
ContactId: 861c7cf2-b761-4a48-a25c-d3f244e5d68a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359390 ms
Total Talk Time (AGENT): 158310 ms
Total Talk Time (CUSTOMER): 182254 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/861c7cf2-b761-4a48-a25c-d3f244e5d68a_20250320T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Meliaro building. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] You're welcome. I'm doing good. Um, can you help me with this policy? I have an agent on the other line and I'm not sure how to answer this.
[AGENT][NEUTRAL] I can try. What's that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, it's group number 17776.
[CUSTOMER][NEUTRAL] I guess I could have said 17.
[CUSTOMER][NEUTRAL] Oh no it's one more 7.
[AGENT][NEUTRAL] OK, that's 17776.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so the, so they're trying to work with their online service center, so the, I guess that like main or parent account.
[CUSTOMER][NEUTRAL] Um, the person is no longer with the company.
[CUSTOMER][NEUTRAL] Um, and so the group admin is active now.
[CUSTOMER][NEUTRAL] But I was just speaking with um [PII] and she said since that other account was the main account.
[CUSTOMER][NEUTRAL] That one would only have like that parent access.
[CUSTOMER][NEUTRAL] So they're asking me since she's no longer with the company, is there a way another one can be created or I don't know how that works with the group.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] You talked to [PII]?
[CUSTOMER][NEUTRAL] Yeah, so we just got off, I just got off the phone with [PII] because she um she was asking about that main account there and it was suspended.
[CUSTOMER][NEUTRAL] So we we made it active and she said that that because that was the initial account created.
[CUSTOMER][NEUTRAL] That's the only account that can be the main account. So I've told her that and
[AGENT][NEUTRAL] Right, right.
[AGENT][POSITIVE] That is, that's, that's, that's correct.
[CUSTOMER][NEUTRAL] So I told her that, OK.
[AGENT][NEUTRAL] So who is the, uh, main, uh, contact?
[CUSTOMER][NEUTRAL] So the on in line the main contact for the group is [PII], hold on, what's her last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Say that one more time. Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has an account on, they're trying to make her the main account, but when I explained to her what [PII] said about the other account being that first account, she said, well, she's no longer with the company, how do we get to it?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Or can we create another one? And I'm like, I don't, I don't know how that would work.
[AGENT][NEUTRAL] OK, so [PII] can get online. What are they trying to do?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They want to give [PII] or [PII] full access to like um a group admins, make changes for the group.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Well she can do that even with her account, but I mean what the main account does is the main user it gives them access to add different users.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Users in terms of like admins.
[AGENT][NEUTRAL] Right, they can add people who can use the online service center and we can fix that and we can send [PII], um, that main access, I mean.
[AGENT][NEUTRAL] The username for that access, I mean, but we can't give it to anybody else but her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause the thing, so how she, how the agent explained it to me, the person who has that first account, that's the VP of the company, so she's trying to like not have to deal with, deal with it, but she did open it first cause I guess they were setting stuff up.
[AGENT][MIXED] Correct, correct, so but we cannot change the the the one who set it up we cannot change the initial user name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does that make sense? That might be better explain it to him is, and, and if you want me to talk to him, I don't mind, but, um, the main user, the, the initial set up, we cannot change the initial.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Username.
[CUSTOMER][NEUTRAL] User name.
[AGENT][NEUTRAL] We can change the email address and give the new bookkeeper.
[AGENT][NEUTRAL] The um username for the main one right so they'll be able to add or what have you but going forward I mean any time they change bookkeepers they're still gonna have to use that main username to have full access.
[CUSTOMER][NEUTRAL] So they'll have access. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] No, I'm OK. I can explain that to her.
[AGENT][NEUTRAL] OK. Are you sure?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. You don't sound sure, but OK. OK, dear. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I'm OK.
[CUSTOMER][NEUTRAL] I'm fine.
[CUSTOMER][POSITIVE] No thank you, you made it clear I'm good.
[AGENT][NEUTRAL] OK, so just to make, just make sure that we need to know if [PII] needs to have full access or the other person needs to continue to have that access.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And so it, it's so, so wait, maybe I should just get her to you because they do want she she already said they want [PII] to have full access. So do you need to talk to the agent or what, do they send the email to care team or how does that work?
[AGENT][NEUTRAL] They can send an email to care team.
[CUSTOMER][POSITIVE] Oh, OK. Well, I definitely, I can let her know that. Well, thank you, [PII].
[AGENT][NEUTRAL] Yeah, we can do that and just tell them, and then we can, uh.
[AGENT][NEUTRAL] Fix that.
[CUSTOMER][POSITIVE] Fix it for you, for her. OK. I appreciate you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, dear. I appreciate you [PII]oo. Thank you. You too. All right, sweetie. Bye-bye.
[CUSTOMER][POSITIVE] All right, have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.