AccountId: 011433970860
ContactId: 7cdc5431-3736-436b-8e4e-194f4caa3010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 966780 ms
Total Talk Time (AGENT): 238576 ms
Total Talk Time (CUSTOMER): 305588 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7cdc5431-3736-436b-8e4e-194f4caa3010_20250619T15:18_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Avant-garde Academy. Um, the reason for my call is I went in to make uh payment online like I do every month, and I guess you guys have a new site or update or whatever, and it doesn't, it tells me it doesn't recognize my login.
[AGENT][NEUTRAL] OK, yes, ma'am. We did get a new, we did get a new, um, online service in our account, um, so everybody has to create a new, um, login, um, so I can help you with that, um, but first, let's, uh, verify some information. What is your group number?
[CUSTOMER][NEUTRAL] When I put in what I always
[CUSTOMER][NEUTRAL] My group number is, hold on.
[CUSTOMER][NEUTRAL] Let's see, 24934.
[AGENT][NEUTRAL] Thank you. And what is the billing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the uh contact um email that we should have on file?
[CUSTOMER][NEUTRAL] Uh, it's either gonna be [PII] [PII] or it could be [PII], or it might be mine [PII].
[AGENT][NEUTRAL] Um, that's
[AGENT][NEUTRAL] We have business manager at [PII] [PII]. Um, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright perfect thank you. What is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. OK, so yes, we did, um, like I said we did launch a new, um, online service center so um you'll need to create your new OSC account click on create um your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be um a group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A group, OK.
[AGENT][NEUTRAL] Um, and then you'll enter your group number and the email that we have on file which is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get my, OK, hold on, let me get my group number copy.
[CUSTOMER][NEUTRAL] Paste. The zip is the school zip?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Business manager.
[CUSTOMER][NEUTRAL] like the state [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Change my phone number [PII].
[AGENT][NEUTRAL] Um, it'll actually need to be the phone number that we have on file which is [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I changed it again. [PII]. What were the last four?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Changes you may may not be safe.
[CUSTOMER][NEUTRAL] I'm thinking about it.
[CUSTOMER][NEUTRAL] Just spinning in a little circle there.
[AGENT][NEGATIVE] Yeah, it's probably just being a little slow today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] I know technology is a great thing, but sometimes it's such a pain.
[AGENT][NEUTRAL] I, I understand.
[CUSTOMER][NEGATIVE] And like all these passwords and codes and authentication and it's like it's hard to keep up with all of it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. It doesn't seem to be doing anything. Should I go back?
[AGENT][NEUTRAL] Um, yeah, you can do that and what you might want to do also is clear your browser history and the um whatever you call it, the CACHE.
[CUSTOMER][NEUTRAL] That is way above my uh.
[CUSTOMER][NEUTRAL] Knowledge base there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Everything seems to be hourglassing.
[CUSTOMER][NEUTRAL] OK. Nothing's happening.
[AGENT][NEUTRAL] All right, let me try it on my end.
[AGENT][NEUTRAL] Alright, you should receive a verification code to that business manager at [PII] if you can give that to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], excuse me, [PII].
[AGENT][NEUTRAL] Oh, I, I just hit the wrong button. You're gonna get another verification code.
[CUSTOMER][POSITIVE] OK, OK. No worries.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All righty. So I have set your account up so you can go back to the login screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me get out of here.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEGATIVE] This thing is still hourglassing.
[CUSTOMER][NEUTRAL] OK, so let me go back in.
[CUSTOMER][NEUTRAL] OK, log in.
[AGENT][NEUTRAL] And you'll use the um
[CUSTOMER][NEUTRAL] So use the business manager.
[AGENT][NEUTRAL] Yes ma'am and then your password.
[AGENT][NEUTRAL] It's gonna be um password with a [PII] P.
[AGENT][NEUTRAL] The number [PII]
[AGENT][NEUTRAL] And an exclamation mark.
[CUSTOMER][NEUTRAL] OK, so send verification code.
[AGENT][POSITIVE] Yes, it'll send you one more and you shouldn't have to do that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it's in.
[CUSTOMER][NEUTRAL] I clicked out to go get the.
[CUSTOMER][NEUTRAL] Password from the email?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And now when I come back to the screen, the login is just, again, just circling.
[AGENT][NEUTRAL] OK, so that is gonna, that's gonna be something on your end. So um what you can do is uh clear your browser history, um cause it's trying to think too hard.
[CUSTOMER][NEUTRAL] A little hourglasses still.
[CUSTOMER][NEUTRAL] I don't know how to clear your browser history.
[AGENT][NEUTRAL] OK, um, up in the, um, top right corner, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should have 3 dots.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Uh, click on that and then, um, which, uh, browser are you using?
[CUSTOMER][NEUTRAL] I have a Google.
[AGENT][NEUTRAL] Google let me go there, um.
[AGENT][NEUTRAL] OK, yeah, the 3 dots and then you'll click on.
[CUSTOMER][NEUTRAL] And I'm on a
[CUSTOMER][NEUTRAL] And then I click on what? I'm sorry?
[AGENT][NEUTRAL] Oh, I'm OK, I'm sorry, I thought you said something else. Click on history.
[CUSTOMER][NEUTRAL] OK. History.
[AGENT][NEUTRAL] And then on the left side of the screen, um you'll have delete browser data.
[AGENT][NEUTRAL] And a little pop up will say um.
[AGENT][NEUTRAL] It'll give you the cookies and whatever that C A C H E D. You'll just click uh delete data.
[CUSTOMER][NEUTRAL] OK, so I'm at history.
[CUSTOMER][NEUTRAL] And what I have is I have history again, group history.
[CUSTOMER][NEUTRAL] And then it tells me recent tabs.
[AGENT][NEUTRAL] And then under the recent tabs you should have delete browser data.
[CUSTOMER][NEGATIVE] No, not, not a, not an option.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm on a MacBook Pro. I don't know if that makes a difference.
[AGENT][NEUTRAL] Oh, yeah, I'm not sure. Um,
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] On the, um, when you were at the 3 dots, did you have, um, what were your options on the 3 dots?
[CUSTOMER][NEUTRAL] OK, wait, I hit on, on the delete browsing data. I found something else here.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Delete losing data.
[CUSTOMER][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] It says the time range all time?
[AGENT][NEUTRAL] Uh, yeah, that's fine.
[CUSTOMER][NEUTRAL] Cashier items and files for you.
[AGENT][NEUTRAL] And then once that's done, you can go back to the login screen and try again. It should, it should go quicker.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] Just deleting browsing data is taking a while.
[AGENT][NEUTRAL] That's probably why, um.
[AGENT][NEUTRAL] When you were trying to log in it was circling and circling because it's got so much.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Now let me go back to this.
[CUSTOMER][NEUTRAL] OK, so let me log out of this.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Try this again so to be.
[CUSTOMER][NEUTRAL] OK, and that again.
[CUSTOMER][NEUTRAL] Business.
[CUSTOMER][NEUTRAL] Password, [PII], correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, send verification code. This is where I didn't like it last time when I went to try to find the code for my email.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] OK, something very weird.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] What I cleared, cleared a lot of things.
[CUSTOMER][NEGATIVE] That I didn't want cleared.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK. I see.
[CUSTOMER][NEUTRAL] I see, every time I go.
[CUSTOMER][NEGATIVE] To the email to retrieve the code when I come back to your son's page, the thing is just hourglassing. No longer is the, the spot where I can put in the code there that page where you insert the code is gone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh wait, here it is. OK, wait, wait, wait, wait, hold on, it was hiding behind something else. OK, verify code.
[CUSTOMER][NEUTRAL] Continuing
[CUSTOMER][NEUTRAL] OK, I think it might have left me in. Hold on let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. Do I need to change that password?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Uh, you can. I would just let it sit there for a day or so, just so it doesn't mess anything up.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I appreciate it
[CUSTOMER][POSITIVE] No, that would be it, appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye.