AccountId: 011433970860
ContactId: 27eb8ed6-52ae-452b-8cbe-d0d42cb138ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408529 ms
Total Talk Time (AGENT): 76208 ms
Total Talk Time (CUSTOMER): 189845 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/27eb8ed6-52ae-452b-8cbe-d0d42cb138ef_20250623T13:35_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I'm still trying to get.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Hi. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, sorry, yes, it's [PII].
[CUSTOMER][NEUTRAL] OK, hi [PII] um last week I was trying to log into our portal and I kept getting an error message so when I called I was told that.
[CUSTOMER][NEUTRAL] You guys created a new portal and we need to create that user access.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] So I'm trying to do it now and set it up and an error keeps coming up and it says no user was found with that information please try again but if the error persists to call this phone number.
[AGENT][NEUTRAL] OK, is it for your group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] 26744.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh my gosh, it looks so much better.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, and [PII], could you verify the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the email address associated with the group?
[CUSTOMER][NEUTRAL] You probably have [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[AGENT][NEUTRAL] Is that still the right email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, do you wanna keep that as the same, like the main one? Yeah.
[CUSTOMER][NEUTRAL] What is it? Will you be able to tie I think this is the one where every time I log in it sends you the the um.
[CUSTOMER][NEUTRAL] The code
[CUSTOMER][NEUTRAL] OK, I, I, but if I add you as a user, you don't get your own. If she adds me if she adds me as a user, is that still always gonna go to [PII] or when once she puts me in and I put my own email it'll come to me?
[AGENT][NEUTRAL] Uh, once you, she puts you in, it'll come to you.
[CUSTOMER][NEUTRAL] Yeah, OK, so keep it as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, if you're at [PII], have you all tried setting it up or not yet?
[CUSTOMER][NEGATIVE] There's another one that does not.
[CUSTOMER][NEUTRAL] That's, that's what I'm doing now and so like I went through, create a new OSC account and now I'm at the page where it's like asking for all the information on file and I put the M Reese.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, group number area code.
[CUSTOMER][NEGATIVE] And it says um no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, what phone number do you, um, what phone number is associated with the account?
[CUSTOMER][NEUTRAL] Uh, maybe it's her cell phone number [PII]. Who's that? The office.
[AGENT][NEUTRAL] Um, now we've got [PII].
[CUSTOMER][NEUTRAL] Alright, let me put that that's her cell phone number, yeah [PII].
[CUSTOMER][NEUTRAL] OK, that looks like it worked now and then.
[CUSTOMER][NEUTRAL] I don't know what you had before, but that's your password when you log in.
[CUSTOMER][NEUTRAL] I don't know what you had before.
[CUSTOMER][NEUTRAL] Unless you want it to be something different.
[CUSTOMER][NEUTRAL] Just it we had to create a whole new portal because they made a whole new portal for their system so like this is new.
[CUSTOMER][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] OK, so when you're creating the.
[CUSTOMER][NEUTRAL] Oh and verification code.
[AGENT][NEUTRAL] Yeah, the verification code needs to be sent.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] You have to do it within 5 minutes.
[AGENT][NEUTRAL] Or else it'll time out.
[CUSTOMER][NEUTRAL] But usually?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Didn't didn't say user name it said display name.
[CUSTOMER][NEUTRAL] And I just put [PII] [PII].
[AGENT][NEUTRAL] You don't have to enter that.
[AGENT][NEUTRAL] Yeah, yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, it's gonna give us like um a different user name?
[AGENT][NEUTRAL] No, it, that's just when you pull up the portal, it'll it'll address you. That's, that's all the display name is, but you don't have to enter anything if you don't want.
[CUSTOMER][NEUTRAL] You should get a verification code.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] just in case.
[CUSTOMER][NEUTRAL] Ready [PII] verify code.
[CUSTOMER][NEUTRAL] Claim not verified?
[CUSTOMER][POSITIVE] OK, that looks like it worked. I agree, I agree.
[CUSTOMER][POSITIVE] Your account has been successfully created.
[AGENT][NEUTRAL] OK, so then you'll have to log back in again, yes, and it's gonna ask to send another verification code.
[CUSTOMER][NEUTRAL] Alright, let me just log in.
[AGENT][NEUTRAL] Which you'll need to enter after you receive it.
[CUSTOMER][NEUTRAL] Another verification yeah.
[CUSTOMER][NEUTRAL] And then that should get us in and then I can create my user access.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] continue. Alright, we're in. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.