AccountId: 011433970860
ContactId: fed8f2ea-cb85-4fa8-8050-d94237a1abd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548539 ms
Total Talk Time (AGENT): 224429 ms
Total Talk Time (CUSTOMER): 147160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/fed8f2ea-cb85-4fa8-8050-d94237a1abd5_20250127T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, did you say your name was [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a question. Can I give you a group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 26158.
[AGENT][NEUTRAL] In charge of that solution.
[CUSTOMER][NEUTRAL] Mhm. So basically they sent in like, you know, the email to update the contact list.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we did in lying, but
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] redirect him anywhere else.
[AGENT][NEUTRAL] 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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Tell them to make the changes because it still shows the old person on our end.
[AGENT][NEUTRAL] Yeah, um, like typically the company like they would manage that themselves, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, but,
[CUSTOMER][NEUTRAL] Or maybe if we can add him to online service center so that in
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It sounds like this other person is like the parent.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'll go ahead and uh create yeah you can transfer them. 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.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But can they do that themselves if they're not, I just want to make sure so I understand, cause 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?
[AGENT][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.
[CUSTOMER][NEUTRAL] And create it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on one moment, OK?
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hello [PII]. Yes. 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? Thank you so much and I appreciate it. You're very welcome.
[AGENT][NEUTRAL] Hi, this is, um, this is [PII] in the billing department, um, so I understand that I'm doing well. How are you?
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I am good thank you.
[AGENT][NEUTRAL] Um, so I understand you are wanting to um add a new admin account because you guys switched admin, um, so you're wanting to add a new account in the online service center, is that correct?
[CUSTOMER][POSITIVE] That's correct for myself and my boss.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so, um, I will go ahead and add these, um, and then I will also, um, follow up via email with a guide because you can actually manage that, um, like users and stuff so, um, but I'll go ahead and create your account and then we'll make sure that you can get logged in and stuff and then I'll just send you the guide so you have it for future reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so can you first verify.
[AGENT][NEUTRAL] The correct who's the email for the admin um do you want it to be uh [PII]?
[CUSTOMER][NEUTRAL] [PII], she's my boss, so she's gonna be an admin.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'll just make the user names will be your first initial and your last name, is that OK?
[CUSTOMER][NEUTRAL] Yeah, no, well, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I was trying to create a new account but they didn't recognize my email address, so that's why I called.
[AGENT][POSITIVE] OK, yeah, no problem.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] So your username will be [PII]. Is that OK?
[CUSTOMER][NEUTRAL] [PII]. OK, that's fine.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] And did you want me to just put the group um number on your account? Is that OK or did you prefer a cell phone?
[CUSTOMER][NEUTRAL] I'm sorry, what number do you have?
[AGENT][NEUTRAL] Um, I'm, for creating your account, we have to put a phone number, um, on each individual account, so I just didn't know. Did you want me to put the group number that we have in the system, or did you want me to put like a, do I know if you have like a company cell phone or anything like that you wanted to put.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, group number is fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm going to.
[AGENT][NEUTRAL] Uh, it should send you an invitation.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I just submitted that, so you should see that in your email and I will work on your boss's account while you're looking at that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just got it.
[CUSTOMER][POSITIVE] To Carabello perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] In a separate email which it is.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright and just submitted your bosses so they should have.
[CUSTOMER][POSITIVE] Yeah, OK, good.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And did you receive your invitation?
[CUSTOMER][NEUTRAL] I did. I'm I'm I'm trying to log in right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, good.
[CUSTOMER][POSITIVE] OK great I am in.
[AGENT][POSITIVE] Awesome. Alright, so I'm gonna go ahead and just send you that guide just so you can see like all of the things that um you can manage and it's, it's really short. It's not like, like a user manual, you know, like, like you would typically see it it's really easy to follow, um, but I think it's just a good resource to have, um, but other than that, um, Louis, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] That would be all I appreciate your help so much.
[AGENT][POSITIVE] Yeah, no problem. It was a pleasure. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][POSITIVE] Alright, thank you for calling ICO.