AccountId: 011433970860
ContactId: a8a2276c-ab40-42a3-985c-bb4430f68bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440559 ms
Total Talk Time (AGENT): 213812 ms
Total Talk Time (CUSTOMER): 182343 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a8a2276c-ab40-42a3-985c-bb4430f68bae_20250618T20:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. Um, my name is [PII] and I work for a school district and I was trying to log into the portal to go ahead and do my, uh, monthly, uh, online invoices, but I tried and everything's changed y'all did something different.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] To the uh to the website?
[AGENT][NEUTRAL] Yes, so we did get a new um provider for the platform so we are asking everyone to create a new account um once you create the new account everything should pull over but you will need the primary group admin um.
[CUSTOMER][NEUTRAL] OK, is it the
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] To create the account first, do you know who that is?
[CUSTOMER][NEUTRAL] Like our our third party, the.
[CUSTOMER][POSITIVE] Uh, tally benefits.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you know who the what the group number is?
[CUSTOMER][NEGATIVE] Oh gosh, no, I don't. I would have to go back and look.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me look and see if I can find it on my previous invoices, OK? If you don't mind, if you can stay on the line with me for a minute.
[AGENT][NEUTRAL] Sure, that's OK.
[CUSTOMER][NEUTRAL] Let me see if I can find it. Let me look, uh, June, May, May, let me go to May.
[CUSTOMER][NEUTRAL] Oh, you know what? I, I pretty much.
[CUSTOMER][NEUTRAL] Do everything online and let me go look at this one moment.
[CUSTOMER][NEGATIVE] Did we get an email that it was gonna be changed different because I don't think I saw anything come through.
[AGENT][NEUTRAL] Uh, yes, yes, um, so, yes, and the provider, the provider changed about 2 or 3 weeks ago. I will say, um, I have heard some people have found that our emails went to spam, so that might have been one of the reasons.
[CUSTOMER][NEUTRAL] We did OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm oh OK um is a group number here group number I have is 16179.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, let me look.
[AGENT][NEUTRAL] And can you verify the um
[AGENT][NEUTRAL] The name of the group and then the address that we have on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I am showing that you are the group, um, the primary admin, so you will just go in there, um, go to create uh OS or so go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me go through
[CUSTOMER][NEUTRAL] OSC
[AGENT][NEUTRAL] Yes, and then go to create OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll click click on group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group, OK.
[AGENT][NEUTRAL] And then only fill out the information that has an asterisk next to it that is um required. I wouldn't fill out any of the extras.
[CUSTOMER][NEUTRAL] OK, just a group number. OK, I can do that and then I should be able to get on right?
[AGENT][NEUTRAL] Right, and the only thing that that probably didn't transfer over is if you have any other group admins um previously you will need to re-add them by going to manage users.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I don't think we, it was just.
[CUSTOMER][NEUTRAL] It's OK, so it's just asking for a new uh password.
[AGENT][NEUTRAL] Right, so there's no more user IDs, right.
[CUSTOMER][NEUTRAL] So I just put in a new password.
[CUSTOMER][NEUTRAL] Oh, it gives uh huh.
[AGENT][NEUTRAL] There's no more user IDs when you log in it'll verify your email each time.
[CUSTOMER][NEUTRAL] OK, OK, perfect, it says send verification. No, I just create a password I think it I clicked on it and it created something weird.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, um, if you
[CUSTOMER][NEUTRAL] Just a lot of numbers.
[AGENT][POSITIVE] Alright, if you would please go back and we'll we'll go through it step by step.
[CUSTOMER][NEUTRAL] OK sorry um let me go back over here.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] Oh, an error occurred, OK.
[AGENT][NEUTRAL] I might not let you go back. You might just have to start all over at secure.m public.
[CUSTOMER][NEUTRAL] Let me go back up here.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, uh, OK, so I'll create your own OSC. I'm going to the group.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I go to next and then a group number I will put um 16179.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And go next and it it put my email and it populated everything OK so next.
[AGENT][NEUTRAL] OK. And then I would verify the email first. Yeah, I would uh verify your email first, so click, put your email back in there and click send verification code.
[CUSTOMER][NEUTRAL] Uh, complete your account set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um you'll get the verification code and then you'll click verify code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will say you should get the email pretty quick. It'll be from I believe Microsoft for APL or something like that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then I put in the verification code and yeah and verify your email and then I would do the password and everything else.
[CUSTOMER][NEUTRAL] OK, let me do that right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did that right now and go in my box.
[CUSTOMER][NEUTRAL] OK, there's my code, uh, let me go ahead and put that down.
[CUSTOMER][NEUTRAL] And verify the code.
[CUSTOMER][NEUTRAL] OK, just entering your password.
[AGENT][NEUTRAL] Right, and then I, I believe it will even ask for your name and um first name, last name, and display name. Display name is how you want to be seen in in the um online portal um how it'll greet you, how anyone else will see you if they need to see uh should you have multiple users, we'll be able to distinguish who's who from that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you're done with that, it should take you to our terms of use and policy agreements.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it will say that you're.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, did it work?
[CUSTOMER][NEUTRAL] Sorry, yes ma'am it's telling me to log in again with another.
[AGENT][NEUTRAL] OK, yeah, and then you'll do a, yeah, you'll do a new verification code every time that's a new security feature and then you should be able to uh sign on. So, um, I.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right well thank you ma'am it's, it's going in circles right now.
[AGENT][NEUTRAL] OK, um, so we'll go ahead and let you know how to get access to your invoices. You will go to my group. I believe you'll see two tabs that says group details and invoices, and from there you'll be able to see your invoices, um, open invoices you'll click those, they should be blue or underline or something where you can click on them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then once you submit your payment it'll go into submitted payments and once the payment has gone through and processed it will go into paid invoices but you'll find that in my group, you'll find that in my group, OK?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] My group OK all right thank you so much I do appreciate it.
[AGENT][POSITIVE] You're welcome thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you do as well bye bye.
[AGENT][NEUTRAL] Bye.