AccountId: 011433970860
ContactId: d603abb5-8604-4c58-b9e6-161773ef4282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 866229 ms
Total Talk Time (AGENT): 214151 ms
Total Talk Time (CUSTOMER): 371324 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d603abb5-8604-4c58-b9e6-161773ef4282_20250610T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling A
[CUSTOMER][NEUTRAL] Hi, I have a user uh that is locked. um I was hoping that you can get her unlocked, please. I am a a plan administrator and so is she.
[AGENT][NEUTRAL] OK, and can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] or [PII] at [PII].
[AGENT][NEUTRAL] Alright, and do you have the group number?
[CUSTOMER][NEUTRAL] Yes, 24264.
[AGENT][NEUTRAL] Can I get you to verify the organization and the address?
[CUSTOMER][NEUTRAL] Uh, it's PWD Incorporated doing business as Palo windows and doors, and we're located at [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, and you're trying to log into the OSC correct? the portal?
[CUSTOMER][NEUTRAL] Well, I'm trying to get um I I'm already in I'm trying to get um [PII].
[CUSTOMER][NEUTRAL] I can see her as an inactive user. I need her to be activated. It looks like her user access has been locked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And which one needed to be unlocked?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], she's the only other manage users.
[CUSTOMER][NEUTRAL] She's my um.
[CUSTOMER][NEUTRAL] HR manager.
[CUSTOMER][NEGATIVE] She should have full access to.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're on the new site, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Alright, let me see here.
[AGENT][NEUTRAL] I'm showing her active on my side, so give me just a moment, um, and did she register a new account she did all of the same steps that you did when creating a new account?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, well, she says that um she goes in, she says that no such user exists.
[AGENT][NEUTRAL] OK, so when you went into um the new account and you went into.
[CUSTOMER][NEUTRAL] I don't remember what I did, yeah.
[AGENT][NEUTRAL] Did you go into manage users?
[CUSTOMER][NEUTRAL] Yes, I went into manage users and then I added her as a new user and then it popped her into inactive.
[CUSTOMER][NEUTRAL] And a lock.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should I try adding her as another new user even though she's already in there as an active?
[AGENT][NEUTRAL] Um, what, what email did, did you use?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] For her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that's the one she used to log in correct?
[CUSTOMER][POSITIVE] Uh huh correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Are you able to click her name? Is it popping up blue to where you can click on it?
[CUSTOMER][NEUTRAL] Yes, I click on it and then it just says edit user it says user details provide first name last name her email address and it just says apply changes there's nothing else I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's nothing that lets you, OK.
[CUSTOMER][NEGATIVE] Mm mm nope nothing that says I can do anything so I'm not even sure why it's.
[CUSTOMER][NEGATIVE] And then edit function because I can't even change.
[CUSTOMER][NEUTRAL] Anything there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment, let me see if I can.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Troubleshoot.
[CUSTOMER][NEUTRAL] Yeah, well, that's
[AGENT][NEGATIVE] And so she's not even to register her not even able to register her account yet, correct?
[CUSTOMER][POSITIVE] Correct, correct, yes.
[AGENT][NEUTRAL] OK, um, so.
[CUSTOMER][NEUTRAL] Yeah she goes in and um yeah it's just I think it just said when she puts in her I guess she goes in and to put in her code and it says.
[CUSTOMER][NEUTRAL] Her uh.
[CUSTOMER][NEUTRAL] It's not I guess her email address is not verified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Bless you.
[AGENT][NEGATIVE] And it didn't ask her the same uh information like you did whenever you had to sign up like the group number and the email and all of that because you've already done that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, um, because I do know that we are having some issues with people when they put in all the information, even if it's um not required, and but it does work if they only put in where there's an asterisk for the required so for yours it would have been group number and email on record. I don't know if it's doing the same thing for her, um, but that's something she can try.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but let me
[AGENT][NEUTRAL] Let me see if there's anything else we can do or if I need to put in a ticket for you.
[CUSTOMER][NEUTRAL] Yeah, it's just really weird because it just says, yeah, it just says inactive, but then when I look at her name, there's actually an actual under access, it shows a lock.
[CUSTOMER][NEUTRAL] And it has user, a lock and a user. It says user, so yeah, the picture of a lock and then to the right of it it says user. So I'm not sure whether.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I thought maybe she was locked out, you know, but maybe the problem is getting her verified, her email address verified because it looks like um where her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, thing went awry is it says that her email address is not verified and she tries putting in her email address along with her, the number that it gives her, the verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it doesn't let her pass that.
[AGENT][NEGATIVE] OK, so it's not even, OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] It kind of gets her to a certain part and then it.
[CUSTOMER][NEGATIVE] And I can send you a screenshot of what she's talking about that it gets it to this point and then she can't do anything and she does have this code.
[CUSTOMER][NEUTRAL] Um that it sent her.
[AGENT][NEUTRAL] OK, so it, so she is able to get in, put in the information it's just whenever she tries to verify her email it's not working. OK, and we already verified her email.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah and it is the correct email yeah and and then what email is in the system is what she has put in and it's giving her a code and then it's saying hey.
[AGENT][NEUTRAL] The music, OK.
[CUSTOMER][NEUTRAL] You know it says claim not verified and then in parenthesis it says email address so I'm sure it's just like there's some issue with email address seeing each other.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it sounds like we do need to put in a ticket or something, I would imagine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'm starting that now, um, because it does sound like
[AGENT][NEUTRAL] because we verified her information and everything so.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, and she's tried a couple of times and she's pretty, you know, I, I.
[CUSTOMER][NEUTRAL] And you do have a, you know, a screenshot here where she's gotten to, so I'm like.
[CUSTOMER][NEUTRAL] I just thought man this is gotta be easier than this but I think it's there's something wrong and we we have a new system too here so it's like uh the new systems are always a challenge always have these little glitches that you gotta.
[CUSTOMER][NEUTRAL] Have the developers look at and I figured this is just one of those.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said the error message is claim not found?
[CUSTOMER][NEUTRAL] Um, it says claim not verified colon and then and then in um.
[AGENT][NEUTRAL] Not verified, OK.
[CUSTOMER][NEUTRAL] What are the square parentheses, whatever they are, um, whatever they're called it says email address.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's not regular parentheses, it's the square parentheses or what do you call them, um, blocks, I don't know.
[AGENT][POSITIVE] It's all good.
[CUSTOMER][NEUTRAL] As long as you know which one I'm talking about.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, claim not verified and then in that it's email address and then she has her email address in along with the verification code she has been given.
[CUSTOMER][NEUTRAL] To her email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and whenever we need to, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Call you or email you about getting this resolved, um, which one would you prefer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know what? Why don't you actually reach out to her directly, um.
[CUSTOMER][NEUTRAL] I'm thinking um that would probably be best um because then she can try logging on if if um someone wants her to try it.
[CUSTOMER][NEUTRAL] And I can give you her direct phone number. Her direct phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I will go ahead.
[AGENT][NEUTRAL] And throw her email in there too, which we did verify.
[CUSTOMER][NEUTRAL] Yep, yep, [PII].
[AGENT][NEUTRAL] And what browser are you trying to use or is she trying to use Chrome Safari?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] Um, what is this?
[AGENT][NEUTRAL] What's the color of the little app, and I can tell you what it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's the, it's kind of like the swirl, blue and green swirl.
[AGENT][NEUTRAL] Is it like a blue swirl, so edge? Oh, blue and green, so chrome.
[CUSTOMER][NEUTRAL] Yeah, yeah, that, yeah, yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I put a ticket in to try and get care access. Um, is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] That'll be it for now. I appreciate your help.
[AGENT][POSITIVE] OK, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Do, do we have any idea, oh, I, one more question. I'm sorry. There is one thing, um, do you have any idea how long it would take for someone to get back with us?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it shouldn't take more than 24 hours.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect that's all I needed to know just so that I know when to when to reach out for help again so if if I don't hear from somebody.
[AGENT][NEUTRAL] OK, um, well if there's nothing else, and I am putting a note in here letting you know or letting them know that we did put a ticket in and we verified all the information as well, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much all right take care thank you.
[AGENT][POSITIVE] Thank you for calling ATL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.