AccountId: 011433970860
ContactId: 0a301673-65af-4e40-9955-fff3fda461b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191309 ms
Total Talk Time (AGENT): 84700 ms
Total Talk Time (CUSTOMER): 49848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0a301673-65af-4e40-9955-fff3fda461b7_20250610T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how's it going? um I am calling as an employer, um, it appears the uh group website has changed and I can no longer log into our, um, admin profile.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, OK, so yes, as of last week our website did undergo quite a big change and with that change everyone is now having to create a new login so you would go, uh, re-register with all of the same information and then you would log in with the email address after creating the new account.
[CUSTOMER][NEUTRAL] Got you, um, I tend to do that apparently my email address is not the email address on file. I don't know what the email address on file is.
[AGENT][NEUTRAL] OK, we can verify that um and this was for a group you said correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, yeah, we'll go ahead and get that pulled up um what was your name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], [PII]
[AGENT][NEUTRAL] OK and then [PII] can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have that group number?
[CUSTOMER][NEUTRAL] Yep it is 23617.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Bear with me just a moment I'll pa.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, there we are alrighty, um, and then if you are able to, can you, uh, verify the address for the business please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. OK, so the email address we've got for you is, uh, your first name. Well, it's [PII] [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Also I will say a lot of users have been having some issues um especially groups, um, when creating an account, uh, a good solution seems to be only filling out the fields that do have an aisk, um, and just leaving the other ones completely blank.
[CUSTOMER][POSITIVE] Got you, yep, that did the job perfect.
[AGENT][POSITIVE] Awesome. OK, glad to hear it. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that should be it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] See