AccountId: 011433970860
ContactId: a1d5e2e7-7b27-4e43-888f-122f540e458f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183910 ms
Total Talk Time (AGENT): 78318 ms
Total Talk Time (CUSTOMER): 70484 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a1d5e2e7-7b27-4e43-888f-122f540e458f_20250519T15:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have a C Yang on the line. Uh, I've already verified her as the group admin for the OSC um, someone deleted her contact information and she is unable to.
[CUSTOMER][NEUTRAL] Uh, reset her password. Give me just a second. Um, it looks like the contact was, oh, go ahead, uh, [PII].
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Yeah, they removed her even though she's the main contact.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hickory mechanical.
[CUSTOMER][NEUTRAL] Yes ma'am, and it's C Yang.
[AGENT][NEUTRAL] No, hang on. OK, yeah, Hickory.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It came.
[CUSTOMER][NEUTRAL] So she said that was actually their third party so she actually needs to suspend that one as well, um.
[AGENT][NEUTRAL] let me
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I guess whoever they deleted her instead of themselves from the sounds of it, um, but she is their main group admin.
[AGENT][NEUTRAL] OK, she just needs to, um, she's not gonna be able to set up.
[CUSTOMER][NEUTRAL] Being is.
[AGENT][NEUTRAL] An online, well, yeah, she should be able to set up her.
[CUSTOMER][NEUTRAL] Yeah, because we tried um with her email and everything and it was saying that she's already in here because I do see her as the contact but there is no more username for her.
[AGENT][NEUTRAL] Yeah, because she's never created one,
[AGENT][NEUTRAL] Who's the right, that one's suspended. OK.
[AGENT][NEUTRAL] Um, OK, so what I'll have to do is the information in, uh, EMPL correct as far as phone number and email?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll just have to create her a user um so you can just let her know that she'll be receiving an email shortly.
[AGENT][NEUTRAL] To finish setting up.
[CUSTOMER][NEUTRAL] OK, I don't need to transfer her to you?
[AGENT][NEUTRAL] I mean, unless she needs to talk to me, no, I can, um,
[CUSTOMER][NEUTRAL] No? OK.
[AGENT][NEUTRAL] I can uh set it up and have it emailed or she'll receive an email um let me make sure it goes through OK yeah she yeah just let her know she should be receiving an email to um finish activating her account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for all of your help.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.