AccountId: 011433970860
ContactId: d4a2d286-b34c-4137-8421-755016980a00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 650320 ms
Total Talk Time (AGENT): 179580 ms
Total Talk Time (CUSTOMER): 306549 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d4a2d286-b34c-4137-8421-755016980a00_20250129T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have an admin on the group on the group, yep, she is on the group. Uh, group number is 26071.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this is [PII] on the line.
[CUSTOMER][NEUTRAL] Now I have a question first off, if there's there's a guru card that says that if
[CUSTOMER][NEGATIVE] If information doesn't match line they're supposed to send a correction to billing call at a [PII]. Does that not go?
[CUSTOMER][NEUTRAL] To the care team?
[AGENT][NEUTRAL] That, that Google card probably has not been updated, but yeah, any, any change like that needs to go to, go through care team first.
[CUSTOMER][NEUTRAL] Is it 2 months ago.
[CUSTOMER][NEUTRAL] Well, let's say I gave her care team's email. I didn't give her this one, but that says 2 months ago. OK, so anyway, this is [PII] on the line.
[CUSTOMER][NEGATIVE] She's gonna be sending an email because the zip code she's giving me doesn't match. She said the group zip code should be [PII]. We have it as 9. She wasn't able to verify that phone number that we currently have on file for the group at all.
[CUSTOMER][NEUTRAL] And then in the OSC there's
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] That [PII] is still there.
[CUSTOMER][NEUTRAL] But that [PII], the other admin [PII] signs, she's got two pending profiles.
[CUSTOMER][NEUTRAL] And then there is a [PII].
[CUSTOMER][NEUTRAL] That's showing as active, but she says he is not their agent anymore he was their agent.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cause she's trying to get her.
[CUSTOMER][NEGATIVE] Account set up after she got the email, but it's not allowing her.
[AGENT][NEUTRAL] After she got what email?
[CUSTOMER][NEUTRAL] Uh, a, a link, an email from us regarding setting up the OSC to log in for her invoices.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Who is.
[CUSTOMER][NEUTRAL] So like I said, this had, the other, I mean, she's got two pending active profiles.
[CUSTOMER][NEUTRAL] Slightly different, you know, username, but that [PII] [PII] doesn't need to be active anymore and neither, well, I guess [PII] can, she just no longer handles any of this is what.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And they were saying.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So she's trying to, she's trying to get signed in to pay the invoice what she said.
[AGENT][NEUTRAL] The uh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, someone just recently logged into that S [PII] today.
[AGENT][NEUTRAL] And so who that S [PII] is no longer there?
[CUSTOMER][NEUTRAL] She's she's there but she no longer handles this. It's that other one, the guy I'm not looking at that now, um.
[AGENT][NEUTRAL] Who's the guy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He's not there.
[AGENT][NEUTRAL] But he, but that's, but you said that's the agent?
[CUSTOMER][NEGATIVE] She said it used to be, he's not with him anymore. He's not affiliated with them at all anymore. And it's just, it just shows he's active. And that's not even the agent that's, that's listed on, no.
[AGENT][NEGATIVE] That's not even the agent of record nor matches the in of the email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It looks like this [PII].
[AGENT][NEUTRAL] Active group, she's gonna have to log in and set up [PII] an account.
[AGENT][NEUTRAL] Cause that would have been.
[AGENT][NEUTRAL] That would have been the most recent.
[CUSTOMER][NEUTRAL] I can't tell that. I can't say that much.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All you have to do is hit the plus button and you can see all the active stuff.
[CUSTOMER][NEUTRAL] I would say that. I just can't say who's the primary when there's, we can't tell like who can assign rights to other people.
[CUSTOMER][NEUTRAL] Who can add users?
[AGENT][NEUTRAL] Um, yeah, whoever's got access to that Berber one will be the one that has to set her up. You can send it to me.
[CUSTOMER][NEUTRAL] OK, well, well, her callback number that she gave me is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you so much, [PII]. Have a good afternoon. OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with uh Levinson Built an all American shutters and Glass or doing business at all American Shutters and Glass. Um, if I give you our group number, I sure hope you can help me.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Go on.
[AGENT][NEUTRAL] Oh, I was just saying I have it all pulled up. Um, I'm getting, mhm.
[CUSTOMER][POSITIVE] You do? Oh fantastic. You know, she did say I wasn't gonna have to re-verify. Praise [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're just needing assistance getting set up with the online service center?
[CUSTOMER][NEGATIVE] Yes, and I already, I, I already got the email saying that the invoice is ready but it's not letting me in and now I'm just sending an email saying.
[CUSTOMER][NEUTRAL] To update um our she said I that the for our group number the address uh the zip code and the primary phone number was were wrong.
[AGENT][NEUTRAL] OK, what's the correct zip code?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, go ahead and uh send that email so I have backup, but I'm gonna go ahead and get it changed on get it go ahead and get changed.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Cool, I just sent it.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Phone number that needs to be the primary phone number for you is that [PII]?
[CUSTOMER][NEUTRAL] Yeah, but you know what, that's a cell phone, so I'd rather give you the um the main office number.
[AGENT][NEUTRAL] OK, and that's what?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. What I'm gonna do, [PII], is I'm gonna go ahead and just get you um set up on our end so you don't have to worry about all that. Um, OK, so [PII] said something about this [PII].
[CUSTOMER][NEUTRAL] Yeah, he's gone. He used to be our our uh broker, and I honestly don't remember the name of the person who has been in his place, but hold on.
[CUSTOMER][NEUTRAL] Alright, you want to put her name?
[AGENT][NEUTRAL] Oh, no, I was just deactivating his access to the online service center.
[CUSTOMER][NEUTRAL] Instead.
[CUSTOMER][NEGATIVE] Yeah, deactivated taxes.
[AGENT][NEUTRAL] Um, and is [PII], does she need to still have access?
[CUSTOMER][NEUTRAL] Yeah, she's still there.
[CUSTOMER][NEUTRAL] Yep, she can have access.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've gotten you set up so you should be receiving an email to finish setting up the account um and it should have all your information there um I put the user name as [PII] all lower case and I used the phone number that you gave me to make to be the main contact number but I also entered your cell phone number, so I think you can get text messages if you ever need to reset your password.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I'm clicking.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] New user.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, oh, my username is a separate email. I'll send it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] All lower case you did tell me that uh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, oh, now I can do my own password.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I mean my password's not long enough or good enough, but it's not doing it. Can you tell me what the password, uh, rules are, please?
[AGENT][NEUTRAL] What uh what.
[CUSTOMER][NEUTRAL] Oh, it says it right here one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's probably at least one uppercase, one lower case, one number, and one special character.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Hold on, let me make sure that I put that in my notes otherwise I will not ever remember.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, it says banking information ACH payments and address to mail group premiums have changed. Oh, I don't care about that.
[CUSTOMER][NEUTRAL] OK, so now I'm in.
[AGENT][POSITIVE] All righty. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, I'm just uh.
[CUSTOMER][NEUTRAL] I clicked on the invoice, but nothing's happening. Oh, here it goes, yay.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your time.
[AGENT][POSITIVE] You're wel you're welcome, [PII], and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.