AccountId: 011433970860
ContactId: 1841a608-5662-440a-996e-d53a12bc0f25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160300 ms
Total Talk Time (AGENT): 81556 ms
Total Talk Time (CUSTOMER): 75701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1841a608-5662-440a-996e-d53a12bc0f25_20250605T16:18_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from group number 261-77 as the group administrator or one of them, and I'm trying to get into the account as an admin, and I see that you all have like a new website and it's not recognizing me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, we did update the site this week and so everybody's having to go in land and create new logins for their um groups and everything. Let me just verify the name of the group.
[CUSTOMER][NEUTRAL] OK, it's uh, it should be Quest group or Quest group search.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] To it, mhm.
[AGENT][NEUTRAL] Um, alright, and so when you're on the website, did you do, um, click the register for or create your OSC account?
[CUSTOMER][NEUTRAL] I clicked on create a group account which which role best describes? Yes, I clicked on that link and then it asked which role best describes you. I clicked on group.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then when I hit X and I put in the group number, the company zip code, my company phone city, my email, and the state, it says that no user was found with that information.
[AGENT][NEUTRAL] OK, so it does have to match exactly what's on the group initially and then if you need to, once you get in, you can actually add additional users if you want additional emails. The email that's on here is [PII].
[CUSTOMER][NEUTRAL] At helloshix.com.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he would have to go in because that's, that's our uh CFO. He would have to go in and basically grant everybody access.
[AGENT][NEUTRAL] Yeah and they they have to go in and create the profile because there's like an email verification sent absolutely and then once they get in there's a tab for manage users where you can add additional people once that's done.
[CUSTOMER][NEUTRAL] Alright, let me email him to log in and give us all access again. Is that you all with you all redoing this, did you all send an email out to us to kind of say that we would need to be doing this?
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I do believe that there was communications sent out that it was gonna be updating. I apologize if it's a huge inconvenience because yeah going forward you guys will always use the email as the username.
[CUSTOMER][POSITIVE] Got you. Alright, I will ask [PII] to get us all into the account. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Give us a call if you need any more help.
[CUSTOMER][POSITIVE] OK thank you take care bye bye.
[AGENT][NEUTRAL] Bye bye.