AccountId: 011433970860
ContactId: a06a971b-771e-4c70-a70d-ae00cb0dcad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533729 ms
Total Talk Time (AGENT): 134026 ms
Total Talk Time (CUSTOMER): 337821 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/a06a971b-771e-4c70-a70d-ae00cb0dcad2_20250502T12:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][POSITIVE] Good morning, my lad. It's [PII]. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm very glad it is Friday.
[AGENT][POSITIVE] Yes, ma'am. I can relate.
[CUSTOMER][NEUTRAL] So I have
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] A person who was formerly the contact for a group on the line who was trying to to log into the OSC she, OK, so first I just let me give you the group number and let start out there. 268-83 Triton Submarines.
[AGENT][NEUTRAL] OK. Let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 28 26883.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you have who who's on the phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she was listed as the administrative contact on the master application. I'm looking at it.
[CUSTOMER][NEUTRAL] Then back in February, the uh [PII].
[CUSTOMER][NEUTRAL] With, um, she's with Zervos Benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Send an email in which is also imaged and on base.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Asking to update the billing contact and the main contact for Triton to a [PII] and a [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then she goes on to say [PII] is still at the company, but she is not the person who needs to access the bills, etc.
[CUSTOMER][NEUTRAL] You, you can leave her as the decision maker or replace her with [PII].
[CUSTOMER][NEUTRAL] Well, it looks like we decided to replace it.
[CUSTOMER][NEUTRAL] According to the system now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've not read that email to her.
[CUSTOMER][NEUTRAL] But I'm transferring her to see if we can still talk to her based on.
[CUSTOMER][NEUTRAL] And she's still the decision leave her as the decision maker.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Or it was an and or as the decision maker or
[AGENT][NEUTRAL] Well, if anybody's gonna add her on there, um.
[CUSTOMER][NEUTRAL] And I can't even tell based on the OSC who set this up.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because it just has HR there's no first name or last name.
[CUSTOMER][NEUTRAL] On the on the OSC rather, sorry, not the hub board uh OSC.
[AGENT][NEGATIVE] I know, I hate that guy.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So I have given her, yeah, and she was listed originally and she said that she did not make any sign anything or authorize all of that to be done and that you know [PII]'s primary that that is actually [PII]'s cell phone number that's on EMPL that [PII] number is [PII]'s cell phone number.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's gonna email into the care team.
[CUSTOMER][NEUTRAL] But we just need to verify if she's, because according to this email, you know, we can still talk to her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Leave her as decision I mean she's the decision maker.
[AGENT][NEUTRAL] But I can't add her on my OSC [PII] would have to do that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So what is she needing?
[CUSTOMER][NEUTRAL] If that's who set that up. I can't even tell who.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] I mean, what.
[CUSTOMER][NEUTRAL] I can she be added in notes as still being able to be able to be talked to you if she calls in?
[AGENT][NEUTRAL] If, if, yeah, whenever they send that in, yeah, I know, right?
[CUSTOMER][NEGATIVE] What a mess.
[AGENT][NEUTRAL] When they send that in, yeah.
[CUSTOMER][NEUTRAL] Because it's already in an email.
[CUSTOMER][NEUTRAL] Oh well it's already in one email that we can leave her as the decision maker or replace her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can we just add her back like her name?
[CUSTOMER][NEUTRAL] In Lion, are you at her name back in Lion?
[CUSTOMER][NEUTRAL] And I've already explained to her that whoever set up the OSC will be the one that has to add her as a user, but I just don't know who that is.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And based on what I'm looking at, I can't tell that.
[AGENT][NEUTRAL] Right. Mm.
[AGENT][NEUTRAL] I don't know. But what is she needing?
[CUSTOMER][NEUTRAL] She was needing to try to log in to the [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And she needs to know if we can still talk to her, if she can be added back. I mean,
[CUSTOMER][NEUTRAL] And again, I didn't read that email to her, but
[AGENT][NEGATIVE] I don't see why we couldn't according to this under, I mean, according to this.
[CUSTOMER][NEUTRAL] From what I'm unders
[CUSTOMER][NEUTRAL] So can you let her know that we'll add her back but at the OSC, you know.
[CUSTOMER][NEUTRAL] Whoever set that up? Well, and I didn't know if you could tell who added her, but I didn't, I mean, who set up that OSC but I can't. I can just see that it looks like.
[CUSTOMER][NEUTRAL] [PII]'s cellphones tied to it, but there's no name.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I mean, uh, yeah, I don't mind telling her. I mean, I'm telling her the same thing you would have.
[AGENT][NEUTRAL] The same thing you just discovered. I mean, that's the only thing.
[CUSTOMER][NEUTRAL] But I can't, see, I can't, but I can't add her name is what I'm saying. We can't do that.
[AGENT][NEUTRAL] That's fine. That's fine. I don't have a problem with that. Not at all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so just, just that part really.
[AGENT][NEUTRAL] Because I mean, according to this.
[AGENT][NEUTRAL] Yeah, I mean, I would say that, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she was on the master, so I don't know, I didn't tell her this, but maybe you would wanna tell her this and what, you know, since [PII] is the one that he sent that email, she may wanna reach out to her as well.
[CUSTOMER][NEUTRAL] Or do you just wanna add her name?
[CUSTOMER][NEUTRAL] I make a note about that email and I will let her know that we're adding her name as a contact for the group, but to reach out to [PII] I can tell her that.
[AGENT][NEUTRAL] We can do that. I mean, I think that would be best instead of her being transferred back and forth, you know, um, but according to this, and I'm gonna put on there see notes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And see email image and on base.
[AGENT][NEUTRAL] No, yeah, yeah.
[AGENT][POSITIVE] Yeah, I'm gonna do, I, I'm gonna do that.
[CUSTOMER][NEUTRAL] And I'm gonna also include that, but I'm that's what I'm gonna tell her I'm just gonna tell her that I spoke with someone in our billing department and her name is being added back as an authorized contact for the group, however, she still needs to do all that other stuff I've already told her about.
[AGENT][POSITIVE] Right, right. Better safe than sorry to cover us all.
[CUSTOMER][NEUTRAL] And reach out to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, OK, my, well, that's just what I wanted to verify to have somebody else look at that email and.
[AGENT][NEUTRAL] And then if
[AGENT][POSITIVE] Yeah, I agree with you.
[AGENT][NEUTRAL] On that.
[CUSTOMER][NEUTRAL] OK, alright, well you are, you're the best. I don't need to transfer. I'm just gonna let her know that.
[AGENT][POSITIVE] Thank you, dear. Is there anything else?
[CUSTOMER][NEUTRAL] That you're getting her a.
[CUSTOMER][POSITIVE] No, ma'am, you have helped me. You just, I just wanted you, like I said, really just to look at the verbiage in that email.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] Because it was leave as decision maker or so if we could leave her and if you'll just add her back in that'd be great.
[AGENT][NEUTRAL] All righty, dear.
[AGENT][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much, Meet. Have a great weekend if I don't talk to you again.
[AGENT][POSITIVE] You as well. Thank you. All right, bye-bye.
[CUSTOMER][NEUTRAL] OK, alright, bye bye.