AccountId: 011433970860
ContactId: a70cbf32-8a98-48c6-8c11-44d784690eb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287290 ms
Total Talk Time (AGENT): 100144 ms
Total Talk Time (CUSTOMER): 168740 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a70cbf32-8a98-48c6-8c11-44d784690eb7_20250610T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm a new uh user for my employer, and I cannot get access to, uh, the portal. Uh, I got the notification like an email with my with a temporary password. I tried that didn't work. uh, I also got the group number and I tried, um.
[CUSTOMER][NEUTRAL] To register via, let me see, create your OSC account didn't work either, so.
[AGENT][NEUTRAL] OK, um, I can try and help you with that. Um, can I get a good call back number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm gonna give you my cell phone. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] So the group number apparently it's 25607.
[AGENT][NEUTRAL] OK give me just one moment, let me look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify the uh name and address of the group?
[CUSTOMER][NEUTRAL] So it's Heinz Charter School Corporation. That's the name of the entire group. I would assume it's our school, and the email address that should be registered for me, it's [PII].
[AGENT][NEUTRAL] And what is the address of the of the organization?
[CUSTOMER][NEUTRAL] Oh, you mean the mailing address?
[AGENT][NEUTRAL] Yes, I'm sorry, the, the physical mailing address.
[CUSTOMER][NEUTRAL] No, no worries. Um, [PII].
[AGENT][NEUTRAL] That, that's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so,
[AGENT][NEUTRAL] Who was the person who started the account um and you're on the new portal, correct?
[CUSTOMER][NEUTRAL] I guess so because I got uh how can I see if it's the new or the old one.
[AGENT][NEUTRAL] Um, well, you would have had to re-register for the new one, but it needs to be done by the primary admin, uh, which I'm showing is [PII] Favor.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, February, yes, she's the new CFO, yes.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes, so she will need to create the new account and then add you.
[CUSTOMER][NEUTRAL] Uh, I wonder.
[CUSTOMER][NEUTRAL] OK, so you think it's because I'm trying to log with because I got an email to register but you think it was with the old one? It's weird because she wasn't copy so I'm sure it was a new one.
[CUSTOMER][NEGATIVE] So I got an email with my user ID and then a temporary password and I used those and it does not work like the username I can't use it I have to use uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I click on log in, it's an email address they asked me, so I added my email address, professional one and then the password I used the temporary password I get um that was created [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that would be why um so this new uh OSC platform we we started a new platform, um, and that started Monday of last week so um you will need to have [PII] create a new account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, OK, on the new platform, OK.
[AGENT][NEUTRAL] Yeah, so, yeah, on the new platform and then send it to you, yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK, OK, great. I thought it was already, I knew there was a new platform and I thought it was the new one, but apparently uh the they are not matching so OK I'll ask her to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, because we just got it last Monday.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and once she's gonna create my account I will get the same type of message like an email with my user ID and my uh password correct?
[AGENT][NEUTRAL] So it won't be user IDs anymore it will just be off of email so what [PII] will do is go in, create the account for the group and then go to manage users and from there they can add you and then they'll put in your your email address and then it should send you a link.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right, I think she already has access to it. She, she's been in the system before, so she just go to manage user and she, she will add me. OK, sounds good thank you so much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Great
[AGENT][POSITIVE] Alright, thank you for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Not today, thank you.
[AGENT][POSITIVE] Thank you so much for calling. Have a great day.
[CUSTOMER][POSITIVE] Have a good day. Bye.
[AGENT][NEUTRAL] You too bye.