AccountId: 011433970860
ContactId: 7918b0a5-a6b9-43c0-b692-e7632a1c1176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262250 ms
Total Talk Time (AGENT): 119367 ms
Total Talk Time (CUSTOMER): 89140 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/7918b0a5-a6b9-43c0-b692-e7632a1c1176_20250609T22:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] calling from Harvest Prep and I
[CUSTOMER][NEGATIVE] And I was trying because we're trying to log into our portal but it's giving us an error. I don't know if it's like a new portal or we have to create like a new um login information.
[AGENT][NEUTRAL] And who am I speaking with again? I'm sorry.
[CUSTOMER][NEUTRAL] Um, [PII], sorry.
[AGENT][NEUTRAL] And [PII], what's your group number?
[CUSTOMER][NEUTRAL] Group number is 22222.
[AGENT][NEUTRAL] So just 5 2s.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, should be easy to remember.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and yes, we did create, uh, we went through a new, uh, portal, so you'll still go to [PII].
[AGENT][NEUTRAL] But you will have to create a new account. I will say that the main uh or the primary group admin will need to create the account first and then through there they will go to manage users and then they can add all of the users that they had previously all the other information should have transferred over um.
[AGENT][NEUTRAL] Well, like all the invoice past invoices and employees, but it looks like [PII] will be the one who needs to set it up first.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so it will be her email, the HR HR Harvest prep I'm assuming.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Uh, let's see because we tried doing that because we, we try even like the finance email and um the calls, but it was not recognizing like it, it kept saying like uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What did it say? It's saying didn't didn't match the record or something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, can you verify the address for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] zip [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see real quick.
[AGENT][NEUTRAL] So, um, what, what I suggest is you'll go create the new account or you'll go to, uh, that [PII], click create new account and only fill out the information that has an asterisk on it. Um, don't fill out any of the extras, so it should just be the group number and the email.
[CUSTOMER][NEUTRAL] Group number and email. OK, I'll give that a try.
[AGENT][NEUTRAL] OK, yeah, and if not, um, and if, if [PII] is no longer active, you will need to send and send an email to [PII] um for a new primary to list a new primary because they have to be the ones to set up the account first.
[CUSTOMER][NEUTRAL] Got you. You said it was [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and it's [PII].
[CUSTOMER][NEUTRAL] Care team at mhm.
[CUSTOMER][POSITIVE] [PII]. OK, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I'll do that.
[CUSTOMER][NEUTRAL] Alright, alright, we'll see, we'll see if it lets me override that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Great, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] But it's it's the same portal, right? You too.
[AGENT][NEUTRAL] Yes, it'll still be [PII]. Uh, you just have to create a new account, yeah, and everything should port over fine uh from if you had one previously.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Mhm OK all right sounds good thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.