AccountId: 011433970860
ContactId: dacbf870-63d3-45e2-8e39-daa2efde5886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1075699 ms
Total Talk Time (AGENT): 405559 ms
Total Talk Time (CUSTOMER): 466603 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/dacbf870-63d3-45e2-8e39-daa2efde5886_20250516T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in um the care team. I've got Miss [PII] on the phone and she is with group number 26852.
[CUSTOMER][NEUTRAL] She is calling because she has been suspended out of the online service center.
[CUSTOMER][NEUTRAL] And she said she did call um.
[CUSTOMER][NEUTRAL] About a week or so ago to get somebody else added into the online sort of center and she believes that at that time for whatever reason she was suspended from it.
[AGENT][NEUTRAL] 26852.
[CUSTOMER][NEUTRAL] Yes, and she has verified the group?
[CUSTOMER][NEUTRAL] All the group contact and in the notes if you look in the notes previous notes you can see where she's called in several times and she's also wanting to get invoice information too.
[AGENT][NEUTRAL] OK. Um, can you, I do see where it says suspended, um, and that stuff can only be, like we can't.
[AGENT][NEUTRAL] We don't change that. That's the and it can only be managed by like the group admin or [PII] is [PII] and her account is still active. So if you could, um, if you want me to tell her or you can tell her to have um [PII] send in an email to the care team so that we can work on it cause it's not really something that we can do over the phone with her not being a group contact and the account being suspended. So we would just need to verify everything to be safe.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, right, and I'm gonna, and I did tell her that information, but then when she started asking about invoices I told her that I can't give that information out only to the group contact person and she's like I am the group contact person I'm the one that's always done everything.
[AGENT][NEUTRAL] Yeah, she has to have [PII].
[CUSTOMER][NEUTRAL] So I think she needs to hear it from somebody besides myself because I did tell her that.
[AGENT][NEUTRAL] OK, I'll tell her.
[CUSTOMER][NEUTRAL] Because sometimes they just need here twice.
[AGENT][NEUTRAL] Yeah, no, I understand. I'll tell you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. You have a good weekend.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye bye now.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. You're speaking to [PII].
[CUSTOMER][NEUTRAL] Yes, this is she.
[AGENT][NEUTRAL] OK, I understand that you um had some questions about uh and the online service center account and um it being suspended and then needing to be added as the group contact, is that correct?
[CUSTOMER][NEUTRAL] Well, I don't know why I would need to be added. I've always been the group contact, um, and I, I also, let me see what else.
[CUSTOMER][NEGATIVE] I've always been the group contact and I was just in here on the [PII] in the portal without issues to make payment and suddenly went today when I want to go and log in it says account suspended.
[AGENT][NEUTRAL] OK, um, if you could, um, can you please have [PII] email the care team, um, just to let us know that, um, your account in the online service center should still be at.
[CUSTOMER][NEUTRAL] [PII] is the person that I add in. I, but wait, wait, um, um, I did the, I added her onto, I created her credentials to log in.
[CUSTOMER][NEUTRAL] As a secondary contact, so why did they suspend me?
[CUSTOMER][NEGATIVE] And why is it backwards? I don't, I'm not understanding why is it like that, but I set her account up myself.
[AGENT][NEUTRAL] Yeah, I'm not sure why it would be suspended because we don't physically go into the account and like suspend accounts or anything like that that's only uh the group um administrator that can do that and the her account is still active but yours is suspended so it may have been possibly someone could have logged in at your company and done it on accident um but that's not something that we do.
[CUSTOMER][NEUTRAL] Which is myself.
[AGENT][NEUTRAL] Um, but we can get your account reactivated. We just need for because we don't have you listed anywhere in our system as the group contact. We only have [PII] and it looks like [PII].
[AGENT][NEUTRAL] Um, are the only people that are on here, but we can't add you. We just need to receive that request in writing. And since we have [PII] and [PII] as both as the contacts, one of them would need to email and say that we can add you and it don't, it doesn't take long. We just, we have to, for security reasons, we have to have it in writing.
[CUSTOMER][NEGATIVE] OK, I'm not sure why it shows us since forever for since we've had it. I was in the contact and it shows, I don't not sure why it's not showing in your records of of that either.
[AGENT][NEUTRAL] Yeah, we see where you've called in, but you for whatever reason, no one's ever asked to add you as a as an actual official contact so it it it was never added.
[CUSTOMER][NEUTRAL] OK, I guess so.
[CUSTOMER][NEUTRAL] No, I've, I, I've always been the contact. [PII] was a new, a new, a new employee that I just gave her access to be able to have access to make billing. That's what I would not understanding you're saying I never had access. I've always been the admin.
[AGENT][NEUTRAL] OK. Yeah, we're not showing that in our system. We're only showing [PII] and [PII]. So if one of them emails us um to have you added back, I guess, back as a group contact if you used to be one, then we'll get that fixed. Um, it, it only takes, you know, like less than a day. It takes a minute to fix it. We just have to have that.
[AGENT][NEGATIVE] In writing by email for security reasons, there's no way around it.
[CUSTOMER][NEGATIVE] And there isn't a a manager that I can speak to regarding this because like as I said, how is there no records that I was that I'm an admin, I was an admin, and I'm the one that created them access, and I have to email, use their email to write an email to just give myself back that access.
[AGENT][NEUTRAL] They just have to send an email saying to add you that's it's really simple like it's not anything like there's not like a form or anything you have to send out we just for security and legal reasons have to have it in writing. It's not something we can do over the phone.
[CUSTOMER][NEUTRAL] And that's why I'm saying, legally I was the admin so if it's, if we're talking about legal terms, it was like that and there's a technical difficulties on your end that you guys are not seeing the the information. It should be in your records if I was the, I was the admin.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I want to escalate that because then
[CUSTOMER][NEGATIVE] What what for next month that happens again. I'm not suddenly I'm not an admin.
[AGENT][NEUTRAL] It doesn't like it doesn't just randomly.
[CUSTOMER][NEGATIVE] That's a technical support. That's a technical error on your, on your, through the app.
[AGENT][NEUTRAL] Um, OK, OK, uh, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] When, um, have you recently logged into APL? I haven't because I'm trying to log in now and now it says account suspended and I called them and they're saying that they have no records of me ever being an admin. I'm on the phone with them right now. They're saying that for years, for years, like it's I'm not an admin.
[CUSTOMER][NEUTRAL] Let me, let me try, yeah, log in. No, yours is they said they said I when I added you they take you off and then they took me off.
[CUSTOMER][NEUTRAL] And so just to do all that I have to send an email saying I always I've always been the admin they don't have any records of that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh weird. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And we started getting back to you directly from them and brought back to the first order.
[CUSTOMER][NEUTRAL] No, I don't know. Yeah, I don't know you. They must have switched stuff. Let's log it me you, you saw me, I did it. I'm the one that did it. So it should show on their end that I'm the one that exactly in front of you, I did it. And I'm saying so in their record they should see that I'm the one that created your credentials and added you, but they're not seeing that.
[CUSTOMER][NEGATIVE] I know I told them, can they, they want me to send an email to show them to say that to give me access to the admin like if I never, yeah, like if I never was admin though I said that must be a technical support, a technical problem.
[CUSTOMER][NEUTRAL] Pasa man that's ordeo.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Did you talk to somebody in January about getting your account set up?
[AGENT][NEUTRAL] In the online service center for yourself.
[CUSTOMER][NEUTRAL] Can you
[AGENT][NEUTRAL] Or did you have this problem in January?
[CUSTOMER][NEUTRAL] I um.
[CUSTOMER][NEUTRAL] No, I didn't have this problem.
[CUSTOMER][NEUTRAL] Imagine it's February and May.
[AGENT][NEUTRAL] OK, because I'm looking at the notes and it's showing um where.
[AGENT][NEUTRAL] Let's see, saying that you were having trouble accessing the, the online service center and they had Kena as the main contact and um you said that she should not be the main contact and that it should be you.
[AGENT][NEGATIVE] And then someone wrote a note saying that this was resolved on [PII], but it sounds like maybe it was not resolved.
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][POSITIVE] Well that was resolved. I mean since Jan since January we we got services with you guys.
[CUSTOMER][NEUTRAL] And when we send the paperwork and everything, I was the contact. That's what I'm gonna say like, can you guys review your papers? The papers that when we did the contact, it states sit there.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm looking at the actions um in the online service center because it'll actually tell me who made the change so let me see because it's not something that.
[CUSTOMER][NEUTRAL] Yeah, it should show that on [PII], I created the credentials for [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because it doesn't like we don't just log into like random groups accounts and just deactivate stuff like that's not something that we're allowed to do so either the system did it for some reason or someone on your end may have unknowingly done it by accident.
[CUSTOMER][NEUTRAL] Yes, the, the system, no one has done and no one has logged in. It's only me and [PII], and we, I created her credentials, as I said, and that's a system error, and so maybe you should upgrade it to technical support because the system did that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Invalid verification code cannot register.
[AGENT][NEUTRAL] Is [PII] is your agent, right?
[CUSTOMER][NEUTRAL] Uh, excuse me?
[AGENT][NEUTRAL] [PII], he's your um broker, right?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEGATIVE] I just, I'm logged I'm with [PII] as well and she just logged in and it's not giving her a minute she's not showing like admin details. She's not even able to add me as a user as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] We reached out to our brokers so we can give um add credentials and they told us that we can manually do it ourselves and that's why I myself as admin created the the um additional credential and now it's the system just.
[CUSTOMER][NEGATIVE] Did something weird. I don't know, took me off and suspended my account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To see if there's a way for me to reset it.
[AGENT][NEUTRAL] Let me try
[AGENT][NEUTRAL] Yeah, it's showing on [PII], which 5 on [PII] is when your account was suspended.
[AGENT][NEUTRAL] I have no idea what
[CUSTOMER][POSITIVE] That's exactly when I created the credentials for.
[CUSTOMER][NEUTRAL] Around the same time, that's the same time I created her credentials.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Did you at all like have trouble logging in or anything? Did you get any like weird messages when you were doing that?
[CUSTOMER][NEUTRAL] But even still, in that time, in that period.
[CUSTOMER][NEUTRAL] No, we did it together. I created her account. We did it together. Um, it didn't say anything about changing, um, any access or suspending none of that. She hasn't even touched it since I created her credentials.
[AGENT][NEUTRAL] OK, yeah, that is really weird.
[CUSTOMER][NEGATIVE] And even when she does log in now as stated doesn't show anything for her um it doesn't show.
[CUSTOMER][NEUTRAL] Like her as the abdomen.
[AGENT][NEUTRAL] OK, I just unsuspended it. I just went and pressed on suspend. So see if you can log in now. If not, you may have to get a verification code, which I can email to you.
[CUSTOMER][POSITIVE] Yes, I'm able to see it now I'm able to log in.
[AGENT][NEUTRAL] OK, um, and can you just make sure that like all of your functions and everything are working like you're able to look at invoices.
[CUSTOMER][NEUTRAL] Let me just make sure.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm seeing right now as well, just in case something weird or something else changed or anything.
[CUSTOMER][NEUTRAL] Right now there's currently no open invoices and from what I can see is the like this is just shows the people in our group I see every of the employees so it seems about normal seems about right.
[AGENT][NEUTRAL] OK, and I'm just gonna refresh on my end to make sure that it stays and that nothing really happens yeah, it says you're both active.
[CUSTOMER][NEUTRAL] Yes, and I'm also gonna probably, I'm gonna log out and close out my windows and re-log in just to make sure that it remains. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, was just to be on the safe side.
[AGENT][NEUTRAL] And just so um there's not any other mix ups and because right now we do have [PII] as the primary contact and [PII] as the secondary contact, can you send an email since your um OSD account is working and verified now can you send an email even from your.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mail it doesn't have to be [PII] necessarily um just saying that you should be the primary contact um and make sure that you put like your contact phone number and stuff and if you need if either of them need to be removed as a group contact, um, we can, but just make sure that you specifically state that you should be the primary contact.
[CUSTOMER][NEUTRAL] OK, yeah, I will definitely write that, um, write that email. I'm gonna reach out to the brokers and see.
[AGENT][NEUTRAL] Do you have our um email for the care team because if you send it like today it'll be done like by the before the end of today um we can get that updated.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Um, really, it should go to the care team, but if that's the email that you have, you can, you can send it there and we'll get it. Um, so that's fine too.
[CUSTOMER][POSITIVE] OK, sounds good. I will definitely do so.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You as well.