AccountId: 011433970860
ContactId: 711894b3-8d83-4bdf-9f25-b11a4cdaa363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618280 ms
Total Talk Time (AGENT): 231866 ms
Total Talk Time (CUSTOMER): 167167 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/711894b3-8d83-4bdf-9f25-b11a4cdaa363_20250609T20:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm the, I am my group ads administrator in my, for my employer, and I need to uh regain access to the new OSC.
[CUSTOMER][NEUTRAL] Account
[AGENT][NEUTRAL] OK, so you said you're the group administrator and you're trying to set up your profile, your new profile on the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I believe, I believe you guys had some upgrades and uh I was kicked out from the old version.
[AGENT][POSITIVE] Yes, that is correct. All right. Yes, I can try and help you with this. Uh, and who am I speaking with again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. And the group number please, [PII].
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] One second.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, group number.
[CUSTOMER][NEUTRAL] 25695
[AGENT][NEUTRAL] OK, thank you. One moment while I get the group's information pulled up, [PII], then I will have to verify some additional pieces of information first for security, so just one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK [PII], so first off, if you could please verify the group's name and address.
[CUSTOMER][NEUTRAL] Um, Doctor [PII] Jewish Family Services.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and then your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the primary, well the primary number that we have on file for the group is the same as the one that you gave me, so that is the best contact number, correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, thank you. All right, just one moment.
[AGENT][NEUTRAL] OK, so [PII], yes, due to the updates you will actually have to create a new profile in the portal so on that log on the first screen right before, excuse me, right below the log in it should say create your OSC account so select that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're gonna select, uh-huh.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Uh huh yep.
[AGENT][NEUTRAL] And then you will select group.
[CUSTOMER][NEUTRAL] I'm here now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you click group, then click next.
[AGENT][NEUTRAL] And on that next screen, you're only going to enter the group number and your email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group number 25695 and my email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Hey please I check pass.
[CUSTOMER][NEUTRAL] [PII] next.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Continue email address.
[AGENT][NEUTRAL] And mhm because it will email you a code, it's gonna email you a security.
[AGENT][NEUTRAL] Code
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it may take it a moment, [PII], to email you that code.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, I got a call from you guys yesterday but I didn't know it was you because it was a call from [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] For yesterday?
[CUSTOMER][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] Yeah, yesterday.
[AGENT][NEUTRAL] On Sunday? No, we're not open on the weekends.
[CUSTOMER][NEUTRAL] No, it's today, today [PII] sorry, today.
[AGENT][NEUTRAL] Oh, OK. OK. I was like, what? Somebody called you yesterday.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[CUSTOMER][NEUTRAL] OK, verification code is here copy paste, verify code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'm gonna put a password now right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This they name my name or the agency's name?
[AGENT][NEUTRAL] It, whichever you want it to be.
[AGENT][NEUTRAL] That's entirely up to you in that.
[CUSTOMER][NEUTRAL] Well, where am I gonna see that name?
[AGENT][NEUTRAL] In the portal.
[CUSTOMER][NEUTRAL] In the portal?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, given name.
[CUSTOMER][NEUTRAL] Given name I wanna put the company right? So name of the company?
[AGENT][POSITIVE] You don't have to, you, you can, you can.
[AGENT][NEUTRAL] Again, you don't even have to put anything there if you, if you
[AGENT][NEGATIVE] Don't want to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I agree, I agree.
[CUSTOMER][NEUTRAL] Safe password.
[CUSTOMER][NEUTRAL] Go to dashboard
[CUSTOMER][NEUTRAL] Again
[AGENT][NEUTRAL] I believe that it's
[CUSTOMER][NEUTRAL] Oh, it's gonna be, it's gonna send me a verification code every time I try to log in?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] It's, yes. Mhm.
[CUSTOMER][NEGATIVE] Oh come on.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] And [PII], I do have a user guide for the group level if you would like for me to email you that I would be happy to do that.
[CUSTOMER][NEUTRAL] I think I have it. I think I received it this morning after the call.
[AGENT][NEUTRAL] Oh, OK. Oh, OK. OK.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Just waiting for the code to arrive, just give me one second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Should I send another one?
[AGENT][NEUTRAL] Yeah, it may take it a moment to come through unless it's giving you some type of error message.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's just.
[CUSTOMER][NEUTRAL] Just not getting it. I got the first one though.
[AGENT][NEUTRAL] Yeah, just, let's, let's wait just another couple of minutes for you to receive that second one if you haven't then you, you could try it again, but, oh, OK.
[CUSTOMER][NEUTRAL] I just got it.
[CUSTOMER][POSITIVE] Yeah, I just got it.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK, and so,
[CUSTOMER][NEUTRAL] Now I just have to, I just have to add a new person, a new user like I had before. This person is the one who pays the the invoice and everything.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh-huh, uh.
[AGENT][NEUTRAL] Exactly, that's what I was going to tell you and if you had additional users before you would add them again mhm.
[CUSTOMER][NEUTRAL] OK, I have to go to my group, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Let me pull up the guide yes sir let me pull up the user guide to look at the instructions. Give me just one moment.
[CUSTOMER][NEUTRAL] What do I do after my group?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you should see manage users.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Under my group.
[AGENT][NEUTRAL] And you will click there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Again, bear with me while I'm also.
[AGENT][NEUTRAL] Learning.
[AGENT][NEUTRAL] We all are.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so when you click manage users.
[AGENT][NEUTRAL] That's where you're going to be able to add.
[AGENT][NEUTRAL] You'll click add, you should see where it says add news. Mhm.
[CUSTOMER][NEUTRAL] You had it my user.
[CUSTOMER][NEUTRAL] Yep I just added my user.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] That's it?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with this afternoon?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, [PII]. Well, it was my pleasure in speaking to you and thank you again for calling APL. I hope you have a nice evening.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh huh bye bye.