AccountId: 011433970860
ContactId: 0c90dddd-49f3-420d-ac4d-b65297de38bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132369 ms
Total Talk Time (AGENT): 28516 ms
Total Talk Time (CUSTOMER): 64129 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0c90dddd-49f3-420d-ac4d-b65297de38bb_20250602T12:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII] [PII], how you doing?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing great. I'm having a small meltdown because I can't get in none of my systems and uh I was hoping you could tell me how to get into this OSC.
[AGENT][NEUTRAL] OK, so they pushed out the new OSC so you're gonna have to create a new username and password.
[CUSTOMER][NEUTRAL] I did try that.
[AGENT][NEUTRAL] OK, and your email?
[CUSTOMER][NEGATIVE] And it's it's acting like it doesn't identify who I am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEGATIVE] I worked on it all weekend. I worked on it like 5 different ways trying to make it work as an insured, as a broker, as um I tried all different ways and it's, it would send you a password. It says it doesn't identify who I am or my email or none of my information so I was hoping you could help me because with the old OSC I had like 8 logins and on this one I can't even get one to to work for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me.
[AGENT][NEUTRAL] Let me call IT and see what we have going on. Uh, what's a good number for me to call you back, [PII]?
[CUSTOMER][NEUTRAL] It's uh it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and it may be a situation where you have something different in your computer when I first built our OSCs that may show differently than what I'm typing in. So I'm just trying to make sure like that if we could like run through it just one time, I, I felt like I could make the other ones um easily, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I'm gonna have to make like 44 to 7 logins.
[CUSTOMER][NEUTRAL] Still there?