AccountId: 011433970860
ContactId: c63e8812-13ef-4758-880a-05433c4377c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612940 ms
Total Talk Time (AGENT): 181087 ms
Total Talk Time (CUSTOMER): 168010 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c63e8812-13ef-4758-880a-05433c4377c2_20250422T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] That's why.
[CUSTOMER][NEUTRAL] Hi, good morning, um, I am calling from Prime Group Prime general because we've been logging into um the APL employer account and um.
[CUSTOMER][NEGATIVE] I continue receiving an error since last week actually saying technical difficulties and to call this number for option 4.
[CUSTOMER][NEGATIVE] And it happens every time I try to delete an employee who's um been terminated.
[AGENT][NEUTRAL] OK. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII].
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] Um, let me see, let me see, let me see, group number, let me just grab my own card.
[CUSTOMER][NEUTRAL] Bear with me I'm logged into the employer account but I'm not seeing that information.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, our group number is 23917.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] things are like.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Alright Miss [PII], what is the address of the group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And do you know the name of the group contact?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify his email?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII].
[AGENT][NEUTRAL] OK, and the last thing I need to verify is the um phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you so much, Ms. [PII]. Hold on just a second. Let me take a look at the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, on that service center and see if I can figure out what's going on.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] What's up [PII]?
[AGENT][NEUTRAL] All right, Ms. [PII], um, are you using your login when you're doing these changes?
[CUSTOMER][NEUTRAL] I am using my log in, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But, but [PII] is having the same issues since last week because I, I work alongside [PII], so he's my supervisor we should have the same access if I'm not mistaken and um I was, I was trying to do the perform the same um task within the portal uh yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I was getting frustrated and when I thought out loud, he said to me that he's been having the same issues since last week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so what I'm seeing on the online service center is that your account is suspended but it shows that he is active. I don't know how that.
[AGENT][NEUTRAL] He may have to go into his account and yeah, uh, your account is showing the status is suspended.
[CUSTOMER][NEUTRAL] Wait, can you repeat that?
[AGENT][NEUTRAL] So you may need to go in and reactivate you. Yes.
[CUSTOMER][NEGATIVE] My status is suspended.
[CUSTOMER][NEGATIVE] But he's having the same issue.
[AGENT][NEUTRAL] Now that I'm not sure about. I'm checking on it now. Give me just a second.
[CUSTOMER][NEGATIVE] And I'm logged in and it doesn't say anything about my account being suspended.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, that's weird when you were when I that's why I asked, were you making the changes on your account because it's showing on my side that it's suspended, um.
[CUSTOMER][NEUTRAL] Can you check his?
[AGENT][NEUTRAL] Yeah, his is still showing active.
[AGENT][NEUTRAL] Um, and so it's only doing this when y'all are trying to drop.
[AGENT][NEUTRAL] Someone from the group or or is it with any changes?
[CUSTOMER][NEUTRAL] Yeah, so, so I, um, I just, I log in, I go to employees I hit delete employees the way I normally would.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then there's a pop up an error message that says oops, there's been an error. Looks like we're experiencing technical difficulties. If you if you continue to experience issues, please contact and then it gave me this number option 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII]. Hold on just a second for me. I'm gonna see if I can get a little bit of help with this, OK?
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][POSITIVE] All right I appreciate it thank you so much.
[AGENT][NEUTRAL] No problem, hold on just a moment.
[CUSTOMER][NEUTRAL] We, we can't. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEGATIVE] I can't hear anything.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good thank you um I have a group on the line uh they're having trouble, um, deleting an employee in the OSC they're getting an error message.
[AGENT][NEUTRAL] Um, actually told me to transfer to group billing.
[CUSTOMER][NEUTRAL] Um, what's the group number?
[AGENT][NEUTRAL] It is 23917.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's on the phone?
[AGENT][NEUTRAL] Um, [PII], she verified all the information. She is on the OSC, but for some reason her account is showing suspended, um, but she says she's still able to log in to her OSC is, um, her and [PII] every time they go to try to drop someone.
[AGENT][NEUTRAL] Um, it's giving them an error message saying that there's technical difficulties.
[CUSTOMER][NEUTRAL] OK, that's just gonna be an IT thing um you can send it to me.
[AGENT][POSITIVE] OK. Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi.