AccountId: 011433970860
ContactId: df1f9def-4ad9-4a56-854d-b8b4b86052c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349320 ms
Total Talk Time (AGENT): 150414 ms
Total Talk Time (CUSTOMER): 132656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/df1f9def-4ad9-4a56-854d-b8b4b86052c8_20250617T13:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Good morning um I've been having trouble logging into the secured and public portal, um, and I tried recovering my password and it it looks like it doesn't recognize my email anymore.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is area code [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And are you calling on behalf of a group or this is your personal policy?
[CUSTOMER][NEUTRAL] Uh, group, the group number is 18947.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and the address of the group?
[CUSTOMER][NEUTRAL] Sola Media [PII].
[AGENT][NEUTRAL] OK. May I have the mailing address for verification?
[CUSTOMER][NEUTRAL] Uh, same address, [PII].
[AGENT][NEUTRAL] Email address. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, email address, uh [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. OK, so I see that you just have, um, OK.
[AGENT][NEUTRAL] Um, Mr. [PII], um, as of
[AGENT][NEUTRAL] The [PII] of this month on the platform for our website change. So we send an email to the main contact of the group. Go ahead and create the account again. So he will have to create the account again and then he will have to give you access to the account.
[CUSTOMER][NEUTRAL] Um, is it possible to resend that out to them because I, the main contact is not really the main contact anymore, um, [PII], and I did ask him if he received anything and he could not find anything, so would it be possible to resend that?
[AGENT][NEUTRAL] Let me see, um, because it was an email blast. I'm, I'm not sure, um, bear with me just a second. Let me see how, um.
[CUSTOMER][NEUTRAL] Alright, you said that would have been sent out on the [PII]?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] No, they were sent before the [PII]. It went into effect the [PII]. Mhm, yes, and it's just basically letting them know that they need to create the account again. So, um, all you need to do is have them to create the account again. You said he's not there any longer?
[CUSTOMER][NEUTRAL] Or it went into effect the second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I mean, he, he is still with the company. He's just not in that role. Um, I did try and sign up for a new account using both my and his email address, and it said the email address was not recognized. Is there a different portal? Is it no longer the secure. Am public?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It is the same one. You just need to click on create OSC account and um you say you try his email?
[AGENT][NEUTRAL] What is the email that you're trying?
[CUSTOMER][NEUTRAL] Yep, let me try I'm on the page so let me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEGATIVE] When I do that it says error no user was found with this information entered please try again or contact customer service.
[AGENT][NEUTRAL] Uh, OK, are you clicking on create account? Because if you don't click on create account, it will not create the account.
[CUSTOMER][NEUTRAL] Uh, let me just start back over and make sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Create OSC account group.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, 18947.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, would it flag that if maybe there was a different phone number you guys had on record or should still work?
[AGENT][NEUTRAL] No, um, go ahead and, OK, do you see the little red asterisk? Go ahead and take out the zip code. Do not put the phone or the city or the state. Only the group number and the email is required.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, let me try it that way.
[CUSTOMER][NEUTRAL] OK, that worked, so maybe something else that was not required was not matching.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And it
[CUSTOMER][NEUTRAL] OK perfect I'll go ahead and confirm and then once I get his account then I can add myself as a uh sub user sub in then.
[AGENT][NEUTRAL] Yeah, correct, yes, he's gonna get all the, um, he's gonna get the confirmation information. So once you get that confirmation, he can go ahead and get that in and create the account. Once he create the account he can add the person that he wants to manage the account. Um, if there's gonna be any changes or if there's any changes that we need to be aware of, um, we need an email to the care team at [PII] to change any contact information or update any information of the group, OK?
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That's it thank you for your help.
[AGENT][POSITIVE] You're welcome thank you for calling ATO have a good day.
[CUSTOMER][NEUTRAL] You just