AccountId: 011433970860
ContactId: 919713c8-c1d4-407a-8dab-96882c4ab985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804690 ms
Total Talk Time (AGENT): 459299 ms
Total Talk Time (CUSTOMER): 211991 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/919713c8-c1d4-407a-8dab-96882c4ab985_20250131T13:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is, uh, [PII] withconers and warehouse.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I'm trying to log in to the American Public Live online, but it's saying that um.
[CUSTOMER][NEGATIVE] The password is expired and the email that's on file we is no longer active and the phone number that is showing is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] It's not a mobile phone.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I see, so, so you're the administrator for a group that you're trying to sign into the portal, is that correct?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But you're not able to. OK, so yes ma'am. I can try and help you with this. What I'll need to do that first is is to pull up the group's information, verify some things with you for security. So, uh, what is your last name?
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] 12814.
[AGENT][NEUTRAL] Alright, thank you. So give me a moment to get the group's information pulled up please, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so again, if you could, I'm gonna need to verify several things. So if you'll verify the name of the group again and the address.
[AGENT][NEUTRAL] Full address?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] It's uh Sconershin and warehouse.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] OK, thank you and who's the primary contact for the group?
[CUSTOMER][NEUTRAL] Uh, well, online it says [PII], but she know she's no longer working here.
[AGENT][NEUTRAL] OK, then who else? There's someone else that's listed.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and then the phone number on file for the group as a whole?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] And who was the, what was the first name that you gave me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] And you said she's no longer there?
[CUSTOMER][NEGATIVE] No ma'am and her email is not active anymore.
[AGENT][NEUTRAL] OK, so what we need to do before you're going to be able to to set anything up is we're gonna have to receive an email Dusty.
[AGENT][NEUTRAL] To get some of this, to get this information updated in the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because we do still have um.
[AGENT][NEUTRAL] OK, so who
[AGENT][NEUTRAL] There's someone listed, OK, is there, what's another name of the person there that we could have an email for?
[CUSTOMER][NEUTRAL] Um, at last I put my name or put me, um, [PII].
[AGENT][NEUTRAL] OK, so your last name is, I'm sorry. Are you a Pitts or a Hughes? That's [PII]. OK.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I'm, I, I recently got married so my, we did not change my email so on there it's probably [PII], but my name is not Pits anymore. We just didn't update my email.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, all right. So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my last name is different from my email.
[AGENT][NEUTRAL] OK, so that's fine. Um, so yes, so it looks like we need to get.
[AGENT][NEUTRAL] I'm trying to see what all exactly needs to be updated.
[AGENT][NEUTRAL] So it looks like that [PII] has started to set up her profile.
[AGENT][NEGATIVE] But not completed it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I tell you what, because this one admin.
[AGENT][NEUTRAL] Is no longer there.
[AGENT][NEUTRAL] With this
[AGENT][NEUTRAL] The C slade, is that correct? I'm gonna connect you over to the billing department. I'm gonna go ahead and give you though the email if they tell you that you need to send an email.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email address is going to be [PII].
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And we just need to have the request for any updates.
[AGENT][NEUTRAL] To the contact information on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] To the portal as well.
[AGENT][NEUTRAL] Now, I am gonna connect you over to the billing department because they have some access Dusty, that I don't, as far as being able to see more in the portal.
[AGENT][NEUTRAL] Because we do have.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEGATIVE] [PII] showing in there with her password just has expired but not actually.
[AGENT][NEGATIVE] You know, no access suspended. That account hasn't been suspended, it's just had a password expire.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then it looks like [PII] has not fully set up her information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It says it's pending. So once
[AGENT][NEUTRAL] She can finishes her enrollment.
[AGENT][NEUTRAL] And she can assign you access.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If she's the primary contact. So that's kind of what she needs to do to suspend.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]'s access.
[AGENT][NEUTRAL] And then complete hers and add you as because she has the ability I believe it will be her but billing can confirm that.
[CUSTOMER][NEUTRAL] OK, because, um, well, [PII] asked me to call because she couldn't log in either.
[AGENT][NEUTRAL] Mhm. Hs is pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's like she hasn't completed it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I don't know that may have something to do with [PII]'s still being
[AGENT][NEUTRAL] You know, just showing a password expired because what happens is whoever sets up the portal dusty is like considered the primary and then that person would assign multiple users.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that may be why [PII] isn't fully
[AGENT][NEUTRAL] You know, active. Maybe that's why hers is just, but again, uh, billing could answer that better for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you all will send that email to make sure we have everything updated in the system.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Do that as well.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so when I connect you over to another team member, you're not gonna have to re verify this information. I will give them everything.
[AGENT][NEUTRAL] And let them know what you're, you know, needing to verify as far as exactly what needs to be done as far as the online service center.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] OK. All right. Well, can I help you with anything else today before I transfer you?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] billing. How may I help you?
[AGENT][NEUTRAL] Hey, Meet, it's [PII]. Good morning.
[CUSTOMER][NEUTRAL] How are you, [PII]? Good morning.
[AGENT][POSITIVE] I'm very glad it's Friday and it's hectic as can be already today.
[CUSTOMER][NEUTRAL] No, don't say that.
[AGENT][NEUTRAL] Oh, it's too late. It's the truth. I'm just speaking facts.
[CUSTOMER][NEUTRAL] Oh Lord, what if I got.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you have a really sweet person. She's really sweet. OK, it's group number 12814.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on just a moment. Let me get that.
[CUSTOMER][NEUTRAL] 12.
[AGENT][NEUTRAL] 814 Steiner's Gin and Warehouse.
[CUSTOMER][NEUTRAL] 814.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have [PII] on the line.
[AGENT][NEUTRAL] Her callback number she gave me is the same as the one that's in the system for the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she's trying to sign it, get it set up on the OSC but she can't.
[AGENT][NEUTRAL] Now, in verifying the group's information, if you'll notice on EMPO it shows [PII] as the.
[AGENT][NEUTRAL] Person
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that D [PII]'s email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's actually [PII].
[AGENT][NEUTRAL] Now, [PII] was her maiden name. She has gotten married, so [PII] is her married name, but they just didn't change her email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] If you'll notice on the OSC.
[AGENT][NEUTRAL] It has
[AGENT][NEUTRAL] A [PII] showing with a password expired.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Well, she's no longer there. She shouldn't even have access. The other.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And she don't.
[AGENT][NEUTRAL] Um, cause it says his password expired, not suspended, but OK, anyway, we can't see that. And then [PII].
[AGENT][NEUTRAL] Hers is pending active, but she can't sign in either.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] That's because she hadn't fully, she didn't fully um
[AGENT][NEUTRAL] And that's
[AGENT][NEGATIVE] And that's what I told her it could be, but as far as that other one that's just showing password expired, it doesn't show it is suspended on what we can see.
[CUSTOMER][NEUTRAL] That's OK. I can fix that. But uh is [PII] still there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] is still there. So,
[AGENT][NEUTRAL] So, uh-huh, and I told, and I told [PII] that it may once you all were able to, you know, assist with the one that [PII] that's no longer there.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]'s I could see looked like it's pending.
[AGENT][NEUTRAL] Now and, and I explained to her that whoever is considered the primary, you know, in the portal is who assigns users.
[CUSTOMER][POSITIVE] Right, and I, I can help her. I can help.
[AGENT][POSITIVE] And then it may be, so if you can just help her with that portion of it, and I told her to send an and I don't know if you can, I told her, I gave her the care. I'm so flustered already. [PII], thank God, it's Friday.
[CUSTOMER][NEUTRAL] That's all right. If [PII] is there, I'm gonna need to talk to [PII].
[AGENT][NEUTRAL] [PII] is there and
[CUSTOMER][NEUTRAL] If
[AGENT][NEUTRAL] And then that email is dusty it's on EMPL so either.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] And get it taken care of.
[AGENT][NEUTRAL] Her name needs to be added or whatever needs to be done, but I did give her the care team email.
[CUSTOMER][NEUTRAL] That's fine. I can, I can get [PII] taken care of. I mean, get dusty. I get dusty, uh, I can get Dusty taken care of and um yes, we'll get it taken care of, send her on. But uh the, the callback number you said is um is the one that was in the system. OK. Send them, send her on and, and we'll, we'll.
[AGENT][NEUTRAL] As what?
[AGENT][POSITIVE] Al[PII] right, you can do that.
[AGENT][NEUTRAL] And you're speaking to [PII].
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that one in the system.
[AGENT][NEUTRAL] Yeah, which is also the one on the screen. OK.
[CUSTOMER][POSITIVE] We'll, we'll get it taken care of.
[AGENT][POSITIVE] OK, Meet. Well, thank you very much and I'm fixing to make my notes.
[CUSTOMER][POSITIVE] All right, love.
[AGENT][POSITIVE] All right. Have a great weekend if I don't talk to you again.
[CUSTOMER][POSITIVE] You as well. Thank you. Mhm. Bye-bye.
[AGENT][POSITIVE] Thanks. All right. Bye bye.