AccountId: 011433970860
ContactId: d930698d-8bd6-4005-8dab-00fa276dfd0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436279 ms
Total Talk Time (AGENT): 227905 ms
Total Talk Time (CUSTOMER): 160618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d930698d-8bd6-4005-8dab-00fa276dfd0e_20250127T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Inarr debt Solutions. Um, we had a lady who used to work for us, who's no longer with us, who had access to our account so we can download the invoices. I sent a few requests in and they're saying they're gonna set it up, but it's still it's like the 2nd month already, and we're still not set up to be able to access the invoices. Can you help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so just to make sure I understand, so you're a group and you need access to the online service center.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, may I have, I don't know if you said it, I missed it if you did. I'm sorry. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. My contact number is [PII].
[AGENT][POSITIVE] Thank you for that, and [PII], may I have your group number?
[CUSTOMER][NEUTRAL] Sure 261-58.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need, well, you already told me the name of the group. I just need you to verify the address, the phone number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, the address on file should be [PII], I believe it is. Um, what else did you need?
[AGENT][NEUTRAL] Um, your email address and then the group's phone number.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And the phone number, my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I just want to ask you a few questions. Um, so,
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII], is, is that the person you were talking about?
[CUSTOMER][NEUTRAL] off
[CUSTOMER][NEUTRAL] No, no, no, she should have access as well. We had, uh, uh, the person that's gone is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, OK. Hold on one second. Let me go to the online service center as well. I'm just comparing the two, sorry, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, for sure.
[AGENT][NEUTRAL] So I can know what to tell him.
[AGENT][NEUTRAL] 261-58.
[AGENT][NEUTRAL] Oh, I see. OK. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, so she's no longer with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it was up, OK, I see what happened. So,
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold? I'm trying to see if there's a way I can do it over the phone. OK, hold on one moment.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait, let me think.
[AGENT][NEUTRAL] So we changed it in online, but we didn't add them, delete her and add them to the online service center. So they got it right in line.
[AGENT][NEUTRAL] But still the because they're not on the online service and they don't have access, OK. So do, no, you can't do that. It won't, it won't wait, let me think.
[AGENT][NEUTRAL] It doesn't make sense to send them the OSC guide because they still have to send the email to group billing to add the contacts because that's what's wrong. So, is that something we can do on the phone or do we have to send the email because he said he's already done it. This is the 2nd month now, so let's see. Yeah, you see what I'm saying?
[AGENT][NEUTRAL] But they didn't add them to
[AGENT][NEUTRAL] Alright, I'm calling group billing.
[AGENT][NEGATIVE] Because why would I send a hub and make him wait longer when clearly
[AGENT][NEUTRAL] It just wasn't, OK, I got it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Now, let me see if that's an option though.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have a question. Can I give you a group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's 261-58.
[CUSTOMER][NEUTRAL] In charge of that solution.
[AGENT][NEGATIVE] Mhm. So basically they sent in like, you know, the email to update the contact list. So we did in lying, but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We didn't for the online service and it still shows the old person and the new people can't access it. So that's something we can do over the phone with them because he's like, this is the 2nd month, so I'm just trying not to have to
[AGENT][NEUTRAL] redirect him anywhere else.
[CUSTOMER][NEUTRAL] Uh, give me a second, um, because the group admin really is supposed to manage like as far as like creating accounts and like removing access and stuff like that, the group admin is supposed to manage that, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, so I can, I can give the, so is it OK to give the, I just didn't know how that, how that worked on y'all and I didn't want to mess up anything. So I can give them the user guide and tell.
[AGENT][NEUTRAL] Tell them to make the changes because it still shows the old person on our end.
[CUSTOMER][NEUTRAL] Yeah, um, like, typically the company like they would manage that there's themselves, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but,
[AGENT][NEUTRAL] Or maybe if we can add him to online service center so that in
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It sounds like this other person is like the parent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'll go ahead and uh create yeah you can transfer and I'll go ahead and create an account um it's just they uh were wanting us to like move more towards having the group.
[CUSTOMER][NEUTRAL] Be like able to manage themselves in online service center because we do get a lot of requests for like group admins wanting us to add like new employees and stuff when they can do that so they've just been like management's just been reinforcing for us on the billing team to make sure that we're sending them the guide so that they know they can do that themselves um but and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But can they do that themselves if they're not, I just want to make sure so I understand because he's like, he's nowhere. Like all I see is Ida on the OSC admin. So, so even if they can't, how would they add if they can't access, you see what I'm saying?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, they would have to like go. I'll, I'll talk to him. You can transfer him and yeah, I'll talk. I'll, yeah, I'll, I'll handle it.
[AGENT][NEUTRAL] And created
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line with billing and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you so much and I appreciate it.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Hi, this is, um, this is.