AccountId: 011433970860
ContactId: 9774da9f-4884-43a8-a53a-b68d4584c81c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1010159 ms
Total Talk Time (AGENT): 256367 ms
Total Talk Time (CUSTOMER): 210951 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9774da9f-4884-43a8-a53a-b68d4584c81c_20250602T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] and I'm calling from Florida Christian school. I'm trying to log into uh the portal to do a premium payment and the message that I get uh on the user details is this an account could not be found for the provided user ID.
[CUSTOMER][NEUTRAL] Um, so I just wanted to see if you could look into the account and see why I'm getting this error message.
[AGENT][NEUTRAL] Yeah, we're, um, we just, uh, launched a new, um, online service center um today, so we're getting a lot of these calls, um, because there is an issue, um, with the log in. Let me see if they have a remedy yet because um this is something that they've been working on, um, all morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right. And I'm sorry, could you repeat your name for me one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And um what's your group number?
[CUSTOMER][NEUTRAL] It is 24864 for Florida Christian School.
[AGENT][NEUTRAL] 24864.
[AGENT][NEUTRAL] Alright, and what is the um the address that we should have on file for your group?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, um, so.
[AGENT][NEUTRAL] Uh, have you already, you haven't been through the process of, uh, creating a new account or anything, right?
[CUSTOMER][NEUTRAL] No, no, no, we've had this account established for a while and I'm the one who signs in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because I know that.
[AGENT][NEUTRAL] OK, because I know that I think they sent out um emails uh for groups to set up a new um a new account with the new system uh last week but it maybe you didn't get one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Mm mm mm, no.
[CUSTOMER][NEUTRAL] The last one that I received was on [PII], but it was for um the recent invoice.
[CUSTOMER][NEUTRAL] Notification and that was it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the email on file [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the number you're calling from the [PII] a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] I'm just looking to see um what information.
[AGENT][NEUTRAL] Uh, they sent, uh, if they sent me the link to the new OSC so I can send it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like it did transfer your information over. Um, if you could, uh, let me email you the link again just so you have like a link to try, um.
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry you were breaking up.
[AGENT][NEUTRAL] And then we'll see if it'll.
[AGENT][NEUTRAL] Oh, no, I'm sorry. Um, I was saying I'm gonna email you the link um for uh the new website just so you can um try to log in there. Um, and it, it should uh um have you request like a verification code. Um, so just let me know when you get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the email is gonna come from [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you could, can you do me a favor and log out or make sure that you're, you're already logged out because you can't log in, right? of the online service center, OK.
[CUSTOMER][NEUTRAL] Right, right. It doesn't, it doesn't allow me. Yeah, yes.
[AGENT][NEUTRAL] All right, so I just sent that over so just let me know when you get that and we'll see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, what I get is is just welcome to the online service center and then when I tried doing um the log in that's when I was having it was getting me that error message.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I try logging in and says we can't seem to find your account. Should I do forget password?
[AGENT][NEUTRAL] Yeah, if you could uh please try get password and um see if it'll send you that verification code that prompt you to create a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And if that doesn't work, we'll we'll try, um, seeing if maybe it'll let you create a new account with the same information.
[CUSTOMER][NEUTRAL] OK, so now it says email address verified you can now continue so it gets my email address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But when I put continue it says an account could not be found for the provided user ID so it my options are change email continue but if I hit continue, that's it.
[AGENT][NEUTRAL] OK. Um, so since it says your username cannot be found, let's, um, go ahead and try to create a new account.
[AGENT][NEUTRAL] You can create a new account with the same email address, um, but I think that since it's uh the new system, even though we have your information still saved in here, it may want you to create a new account.
[CUSTOMER][NEUTRAL] But it says my options are change the email.
[CUSTOMER][NEUTRAL] Or uh.
[AGENT][NEUTRAL] I would I wouldn't change your email because we want to make sure that you can still use the same email address so you either hit continue.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] So on the port, no it won't it it's, I'll, I'll go back to the same thing. So do I do create your OSC account? that's where I need to go?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, so then I elect group correct? sign up which will best describe your group OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK group number.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Uh, OK, I did that and it says we can't seem to find your account.
[AGENT][NEUTRAL] Yeah, um, the same thing that we're seeing, um.
[AGENT][NEUTRAL] Other groups have uh they're talking about it now. Let me see if they.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Have any solutions yet?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] I'm just seeing if anyone has, uh, if anyone was able to get um any groups logged in yet, and it doesn't look like they have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like, um, we're there's our IT team is still working on, um, trying to get the new website, uh, to be functional, um, for you guys. So, um, we'll, uh, was, so I would recommend either trying again this afternoon like later in the day or tomorrow and um if there still isn't, uh, if you're having issues by tomorrow morning, then give us a call back but hopefully we can get this resolved.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well thank you I appreciate you looking into our account and letting me know that I'll what I'll just do is let me just hold off on this and then like you suggest I'll try um later on or or or tomorrow to um allow some time for for this transition of of the new system to go through and then I'll try um but I should have the same login credentials that those won't change, right?
[AGENT][NEUTRAL] Yeah, yeah, you should that's why you shouldn't be getting an error saying it's not found um you should be able to still log in with your same email.
[CUSTOMER][NEUTRAL] With my
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, then I'll allow a uh just a little bit of time for that to be completed. Thank you so much. I appreciate your help. Thank you.
[AGENT][POSITIVE] No problem, [PII]. You have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.