AccountId: 011433970860
ContactId: 0bc8f1cd-c81c-4417-9e6e-120830bf021b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318089 ms
Total Talk Time (AGENT): 140964 ms
Total Talk Time (CUSTOMER): 105768 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0bc8f1cd-c81c-4417-9e6e-120830bf021b_20250617T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I am calling because um it looks like the APL website has changed and we are not able to get in.
[CUSTOMER][POSITIVE] And I am hoping you can help me with some information on how we can fix that.
[AGENT][NEUTRAL] I can help you with your LSC um, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And are you calling on behalf of a group or a provider?
[CUSTOMER][NEUTRAL] Uh, the employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your group number?
[CUSTOMER][NEUTRAL] 12,260.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me look that up real quick.
[AGENT][NEUTRAL] And can you verify the um employer name and the address?
[CUSTOMER][NEUTRAL] High Plains Library District and the address is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] So about 2 weeks ago we got a new um provider for our online service center so um we're asking that everyone create a new account. Um, any information from your old account should transfer over but for the group you're going to need your um primary admin to set up the account first and then from there they can add users like they did in the old account, um, so it looks like you will need to get with [PII].
[CUSTOMER][NEUTRAL] So he, we didn't receive any information about this change.
[CUSTOMER][NEUTRAL] Um, and he is not able to get into the site either, so can you direct me on how to tell him to get into the site so that he can get this updated?
[AGENT][NEUTRAL] Sure, if you would like I can send a help guide um explaining how to, yeah, um, is it alright if I send it to his email that I have on file?
[CUSTOMER][POSITIVE] That'd be great.
[CUSTOMER][NEUTRAL] Um, if you
[CUSTOMER][NEUTRAL] You can, but if you could also copy me. I'm kind of the one that works with all the benefits, so, um, if you could just see see you can send it to him, that's, that's fine and I'll let him know to expect it, excuse me, but if you could send it to me as well, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be helpful.
[AGENT][NEUTRAL] Give me just a moment, let me get that email ready.
[AGENT][NEUTRAL] So I'm going to send a guide on how to set it up. Um, I will say that the guide is um all encompassing, so you'll want to look at the section that's specifically for groups, and then I send a guide on how to use the new OSC um and that one is specific to the groups. Um, so should you have any questions once you do log in, you'll be able to get that as well.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So then he, which one does he need to do first? Does he need?
[AGENT][NEUTRAL] He will need to create the account first.
[CUSTOMER][NEUTRAL] He just needs to go into the guy that's.
[CUSTOMER][NEUTRAL] Specifically about the groups.
[AGENT][NEUTRAL] No, you will want to go to the first one. It's titled creating and logging into the OSC so you'll want to do that one first so that he'll he knows how to uh.
[AGENT][NEUTRAL] To log in
[CUSTOMER][NEUTRAL] OK, so then he's gonna go on the site to the one that's called Create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am, and the um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The the page should be linked in there as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment and the email I have on file for you, can you verify that I have the correct one?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I will say, um, I just sent that. I will say um whenever it uh goes to, I believe it's gonna ask for the, um, a few um identifying information, I would only fill out the ones that have an asterisk, so the ones that are required information are the only ones I would fill out. I wouldn't fill out any of the others.
[CUSTOMER][POSITIVE] OK, I will put that in my email to him. I appreciate it.
[AGENT][NEUTRAL] Alright, and I just sent that email over. Is there anything else I can help you with in the meantime?
[CUSTOMER][POSITIVE] Um, I don't think so. Thank you for your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Alright, bye.