AccountId: 011433970860
ContactId: 37a0c786-5f1c-4b13-9bcd-288e62889c89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530010 ms
Total Talk Time (AGENT): 264072 ms
Total Talk Time (CUSTOMER): 292401 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/37a0c786-5f1c-4b13-9bcd-288e62889c89_20250603T14:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you [PII] uh, this is [PII] with Combined Benefits Group and I know we needed to set up now in this new, um, APL system online and, um, do I have to um create my own uh email uh um my own my own ASC account because um I'm actually um I'm an assistant to the payroll manager.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she's already um uh signed up so do I have to go under her email or do I put in my own email?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um with the online service center and answer your questions. 1st may I get your um group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this is gonna be several groups, uh, we would do, do you just want one of those? I could give you probably, uh, let me give you gettings. Would that be OK? OK, let me, let me get it here just a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's see, OK, hold on just a minute.
[AGENT][POSITIVE] OK, that's fine. Take your time.
[CUSTOMER][NEUTRAL] Because used to before uh we went in under each um each group name like [PII] ISD was the user name and then and then I think that stays the same OK here it is [PII] the APL um let's see where is it here it is 18,460.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, and then also can I get your callback number just in case the call's dropped I'll be able to call you right back, yes ma'am.
[CUSTOMER][NEUTRAL] Yes, sure, uh, [PII].
[AGENT][POSITIVE] OK, thank you so much. And let me look up the group.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um,
[AGENT][NEUTRAL] What has to take place with the new online service center?
[AGENT][NEUTRAL] The group contact needs to set up the users under.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] The group number it it uses the group number now.
[CUSTOMER][NEUTRAL] I, I think getting was set up because I went in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think she already set that one up.
[AGENT][NEUTRAL] OK, so then she'll need to go back in and add you as a user?
[AGENT][NEUTRAL] Because the group contact needs to be set up first and then the group contact goes in and adds each person individually that she wants on it as a user.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so what I'm seeing right now is create your own OSC account so I don't need to do that. Has she done that already?
[AGENT][NEUTRAL] Uh, let me look and see if this group is, is set up on the new OSC. Let me check real quick.
[CUSTOMER][NEUTRAL] And I can give you the you want the name of [PII]. She's the one that's.
[CUSTOMER][NEUTRAL] In charge of that, she's the payroll manager.
[AGENT][NEUTRAL] OK, it looks like I've got a different contact group contact person.
[CUSTOMER][NEUTRAL] For that one for for uh [PII].
[AGENT][NEUTRAL] Um, for
[AGENT][NEUTRAL] Yes, well, no, let's see. Let me, let me double check.
[CUSTOMER][NEUTRAL] Because I know she changed the the the password had to be changed and I know she went in there.
[AGENT][NEUTRAL] Yes, it's, it's Miss [PII]. It is Miss [PII]. So,
[CUSTOMER][NEUTRAL] Yeah, yeah, now did she list me as underneath that or?
[AGENT][NEUTRAL] I can't see that information right now because we just opened this yesterday and I don't have the admin on it yet to be able to go in and see who's all on it um but I can look at your old one and see if you were on there and if you're on there then you know of course you know she can add you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And to the new one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm showing that she was the only um person.
[AGENT][NEUTRAL] On the old one, so what she'll need to do is on this new one.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] She just needs to go in and add your information in and have you be a user in the um.
[AGENT][NEUTRAL] The one that she's already set up for gettings Independent School District and then for each additional one she'll.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It'll be all.
[CUSTOMER][NEUTRAL] Have to use me. In other words, right now what I'm seeing on the screen is log in when she adds me, will it be a different screen that I'm looking at that I can go in and put Giddings ID is the uh because that's what we did before the user name was gettings ISD and then the password.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well this time you'll be using um the group numbers instead of getting ZISD as the username you'll be using the group numbers.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, the oh.
[CUSTOMER][NEUTRAL] The group numbers, OK, like the, like for instance uh uh gettings was the 18,460.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm and then I saw that he changed password in there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Don't see that but um I saw that changed because it had to be changed it was time to do so I just have to ask.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, that and.
[AGENT][NEUTRAL] That and um on the new online service center everybody's having to change their password for that first log in um just because it's a whole new platform so yes ma'am that's why it was changed.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So when she went in there, uh, like what I'm looking at right now it says log in and ask for an email address and that's her email address that she put in there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then her own password.
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] Yes, ma'am. And the
[CUSTOMER][NEGATIVE] And I can't get in.
[AGENT][NEUTRAL] OK, so you'll have to.
[CUSTOMER][NEGATIVE] I can't get in that way.
[AGENT][NEUTRAL] Right, you'll have to talk to her and have her add you on there and the way that it's set up is it has to use the email address that we have in the system for the school district which of course as you know is hers, so that's that's why hers is used, yes but you'll have to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's hers, that's the only one that's the only one, OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and uh where does she go to put my name when she goes in there to add it?
[AGENT][NEUTRAL] She'll, she'll have to go in there and add um.
[CUSTOMER][NEUTRAL] The user name.
[AGENT][NEUTRAL] Once she goes into the group site she'll have to go in and just add you in um.
[AGENT][NEUTRAL] Under group user under a user so yeah.
[CUSTOMER][NEUTRAL] Group user in other words, I can't go I can't go through what she put in there I mean she has to add me as user before it'll show up on my screen, right?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm OK I'll I'll.
[AGENT][NEUTRAL] And I do see you um in here.
[AGENT][NEUTRAL] Um, as one of the users we had a different, um, little area where we put users on when I pull up the group and I do see you and your um email address so she'll just have to make sure that she matches the information that it's still at the same email address that we have on the group for you the my benefit.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] It's gonna, it's gonna be a different, yeah our our address, our email address has changed and um so just you'll see that hers well I don't know if you'll see your old one but it just changed so we'll have new we have new email addresses but at least my name is there so um I'll ask ask her to do that OK? I think that's it uh thank you so much for that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. OK. All right. And if you guys, um.
[AGENT][POSITIVE] Yes ma'am, if you guys have any trouble or anything while you're trying to do it, just give us a call and we'll help you through it, OK?
[CUSTOMER][POSITIVE] OK and one more question when when she puts user name, does she have to do it for each group or just that one time that I'm the user name? oh boy that's gonna be fun.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Each group
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] We, we've got several, I mean we got several, OK all right well thank you so much for that information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. I, I'm glad I was able to help you. You too. You have a blessed day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] You were
[CUSTOMER][POSITIVE] You too thank you bye bye bye bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.