AccountId: 011433970860
ContactId: 979d1779-1131-4916-8d7a-79bd5be6673d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330940 ms
Total Talk Time (AGENT): 169776 ms
Total Talk Time (CUSTOMER): 185416 ms
Interruptions: 5
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/979d1779-1131-4916-8d7a-79bd5be6673d_20250603T20:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII], and can I give you a group number? I'm an agent.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thanks. What's your name, by the way?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], [PII] is my name, OK? And the group number is uh 254-84.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me pull that up. Family Action Network movement.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] So thanks [PII]. I actually have the person who kind of does the payments and everything and I guess it used to, used to log in a different way. Now they want his email address and they say he's not on this on the plan. So, uh, who do you have as the contact person and what do you have someone it should be do you have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have [PII], mhm, yeah.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII], yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, yeah, so, um, hang on, hang on, [PII], are you there? Yes, I'm here, yes. So they've got a lien on there right now and by the way, [PII], can you see if that was changed or is that in I don't think there was a change.
[AGENT][NEUTRAL] Mm mm, I don't see a change. Let me just go out here. Hang on just a second. Go ahead.
[CUSTOMER][NEGATIVE] I, I, no, no, no, no.
[CUSTOMER][NEUTRAL] OK. Uh, let me, let, let me say something. I used to log in with my name as a username and then with my password. Now they're asking me to put my email address instead of my name.
[AGENT][POSITIVE] Right. Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] They change, they changed the way in the in the that.
[AGENT][NEUTRAL] We did, yeah, the whole thing's been changed. So, so if you're at, if you're with the group, if you're with Family Action Network, what will happen now, um, [PII] needs to go in and re-register so she's the primary person on the group account. She'll need to go in and re-register.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what she's in because she's gonna have to we're not using user names anymore we're using your email address that we have on file so she'll have to register re register with her email address that we have.
[AGENT][NEUTRAL] And then once she's in she can assign other users on the account under her we don't have access to be able to do that on behalf of the group anymore um so she'll have to sign whoever needs to be on the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I understand who made that change because I used to sign in to make the payments on the last, last month, you see what I'm saying, with my name and you should have my name and my information like making a company change, yeah, yeah.
[AGENT][NEUTRAL] Mhm. Yeah, everybody did.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah, I just.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] The change hap it changed.
[AGENT][NEUTRAL] Yes, this is, this is our we had a website change so it's our website that changed on Friday evening so it's brand new starting this week. So there is a new process every every single person has to re-register that is at the top and then they can add the users underneath them to access it. It's, it's just a little different unfortunately um if you want me to, um, Steve, I can email [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] The instructions uh for her to reset everything.
[CUSTOMER][POSITIVE] Beautiful. Can, can you copy me on that as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, absolutely, yes.
[CUSTOMER][NEUTRAL] Oh, OK, and can you also copy [PII] because he's the guy behind the scenes that does everything. Can you, I'll give you his email address please?
[AGENT][POSITIVE] Yes, I will copy you.
[AGENT][NEUTRAL] Yeah, give me what, what, what, yeah, give me his email address.
[CUSTOMER][NEUTRAL] Go ahead, [PII]. OK. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can do that. Let me read that back. So it's [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. I got it. OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII], you're helping.
[AGENT][NEUTRAL] No problem, give me a few minutes because I'll send screenshots on what she needs to do and then I'll attach a guide that she um needs to have once she gets in, OK?
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] Yeah, I, that might be handy for other customers. It sounds like coming up, you know.
[AGENT][POSITIVE] Absolutely, absolutely, yeah, that's what I'm doing. Yeah, yep.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, OK, no problem. Have in mind that we're already, we're already late, with what I'm saying about the payment, you know, uh, probably they're gonna charge us for let's see, you know, I don't know.
[AGENT][POSITIVE] Oh no, no, we don't do late fees no you're fine that's OK we don't charge late fees that's fine, yeah, and, and we know people are having problems getting in, so we're trying to get everybody access so I'm glad that you guys reached out to us, um, and I will email all of you and if you experience any issues if she has any issues, please just contact me and I'll I'll help her try to get set up if she can't get in for some reason, OK?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much [PII]. You couldn't ask for better help, yep, and [PII], let me give you, let me give you another phone number. It's better for calling APL, OK? OK, thank you [PII] thank you thank you [PII]. OK, OK, you ready? OK, you too, thank you, [PII]. Yes, go ahead.
[AGENT][POSITIVE] You're most welcome. You're most welcome.
[AGENT][POSITIVE] Thank you, have a great day. Bye bye.