AccountId: 011433970860
ContactId: 05d2a231-1409-4880-b018-8090f85397c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361640 ms
Total Talk Time (AGENT): 108480 ms
Total Talk Time (CUSTOMER): 104449 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/05d2a231-1409-4880-b018-8090f85397c4_20250624T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes, um, good morning.
[CUSTOMER][NEGATIVE] I'm unable to log in. Something's changed with your system.
[AGENT][NEUTRAL] Yes, ma'am. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The last name is [PII], yeah, go ahead.
[AGENT][NEUTRAL] And Ms. [PII].
[AGENT][NEUTRAL] Good, I'm sorry. Uh, what's your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know. I have a group number of 22272.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Are you trying to log on as an individual or for a group?
[CUSTOMER][NEUTRAL] Well, I've always logged on using.
[CUSTOMER][NEUTRAL] Um, my name and then a password, but now I have this new, uh.
[CUSTOMER][NEUTRAL] Online service center which I've never seen before.
[AGENT][NEUTRAL] Yes, ma'am. Our online service center has been updated, so you would have to create a new account.
[CUSTOMER][NEUTRAL] OCS account I have no idea what this is.
[CUSTOMER][NEGATIVE] I tried to do that and it wouldn't let me do it.
[AGENT][NEUTRAL] OK, are you calling as a group admin or individual with the policy? OK, give me one moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify the group um mailing address, your email address and the phone number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you want what? the email?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It goes to [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes, it says no user was found with the information that was entered, so I don't know what to do.
[CUSTOMER][NEGATIVE] I don't know. Oh, the phone number is not right.
[CUSTOMER][NEUTRAL] Let's try it again.
[AGENT][NEUTRAL] You should be able to add the group number and the email and then hit next and it should go to the next screen to complete the set up.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, it doesn't, it doesn't.
[CUSTOMER][NEGATIVE] No, it doesn't. I've been having this problem since like yesterday, so [PII] and the email is [PII]. Yep, no, click next and it says error. No user was found with the information that was entered.
[AGENT][NEUTRAL] OK. Well, Ms. [PII], I can send a request for uh someone to give you a call back to assist with the online.
[AGENT][NEUTRAL] And what's the callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My extension is [PII] sorry yeah my extension is [PII].
[AGENT][NEUTRAL] Go ahead, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you ma'am, but I'll send a request usually about 24 to 48 hours. A representative should get in contact with you to assist you with setting up on the online account.
[AGENT][NEUTRAL] Um, is there anything else I can assist you with today besides the online service center?
[CUSTOMER][POSITIVE] No, thanks so much have a good day.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day. Oh, I'm sorry, uh, what browser are you using?
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] Chrome
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, I will say, I don't know if you want to try. This is a troubleshooting method, but if you clear out your browser, that sometimes helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If it still doesn't work, I'll go ahead and send out that request so someone can contact you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try it again.
[CUSTOMER][NEUTRAL] Log in
[CUSTOMER][NEUTRAL] The accounts group.
[CUSTOMER][NEGATIVE] No, I still have the error.
[AGENT][POSITIVE] OK, I'll uh send a request so represent can contact you again. I'm sorry.
[CUSTOMER][POSITIVE] OK, thanks for helping. Have a good day.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye