AccountId: 011433970860
ContactId: 3520c1a5-be7c-42a0-86aa-296541426d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136169 ms
Total Talk Time (AGENT): 93553 ms
Total Talk Time (CUSTOMER): 29223 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/3520c1a5-be7c-42a0-86aa-296541426d71_20250626T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to set up my log in in the new account portal and it's saying that um my account isn't found.
[AGENT][NEUTRAL] Hm, OK, let's take a look. Is it for just your individual policy or a group?
[CUSTOMER][NEUTRAL] No, the group.
[AGENT][NEUTRAL] The group, OK, uh.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] 25812
[AGENT][NEUTRAL] Thank you. And then if I could verify the name of the group.
[CUSTOMER][NEUTRAL] Johnstone supply.
[AGENT][NEUTRAL] And the address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right. And then what was your first name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks, [PII]. OK.
[AGENT][NEUTRAL] All right, so with the new portal being um created, everybody is having to set up new logins. The email is actually the username. The email on file for the group is [PII]'s email, so it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So what needs to um what needs to happen initially [PII] is set it up under create new OSC account and that email address you will have to have access to the email because it does send a verification code. Once the logins created under [PII]'s email then you can add additional users like in the past if you guys need to where you have multiple people that can access the site.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to have him go and set up the main company profile and then he can add me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, exactly, and when he gets to the group part and you know how it asks for like group numbers, you know, all that stuff.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The only things required are the things with the red asterisk, which is the group number and email so tell him just put in the group number and his email and it should allow him to move forward with no sort of error.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.