AccountId: 011433970860
ContactId: a4a6121f-b8ca-46d9-bf38-bd3092d2c486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175960 ms
Total Talk Time (AGENT): 62693 ms
Total Talk Time (CUSTOMER): 52541 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a4a6121f-b8ca-46d9-bf38-bd3092d2c486_20250616T21:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from High Plains Library District. Um, so I actually have an account as an administrator for APL. Um, for some reason I'm not able to get into my account and I was wondering, um, if you could possibly help me.
[AGENT][POSITIVE] Sure I can help you um.
[AGENT][NEUTRAL] Who am I speaking with again?
[CUSTOMER][NEUTRAL] Um, [PII], um, it's [PII]
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[AGENT][NEUTRAL] And what is your group number?
[CUSTOMER][NEUTRAL] Group number? Oh, let's see. I'm gonna look it up real quick. Sorry, give me just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, the group number is 12,260.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And what is the uh organization or group name?
[CUSTOMER][NEUTRAL] Um, it's High Plains Library District.
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so what it is is about 2, almost 3 weeks ago we got a new online portal, um, provider and so we've been asking everyone who had a a portal account previously they will need to um recreate or sign or create a new account. however, um, you will need to get with your primary group admin first, um, because the primary needs to set it up first and then they'll uh uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Add users like they did in the old one, so you'll need to get with [PII], it looks like.
[CUSTOMER][POSITIVE] OK, perfect. I'll go ahead and reach out to him. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I believe that's it.
[AGENT][POSITIVE] Alright well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] OK.