AccountId: 011433970860
ContactId: 27ed3086-d210-4a80-9dbb-b593a2937903
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135720 ms
Total Talk Time (AGENT): 76079 ms
Total Talk Time (CUSTOMER): 44233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/27ed3086-d210-4a80-9dbb-b593a2937903_20250603T13:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm trying to get in on the website and they it won't let me in anymore until I change it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It keeps asking for a verification code and I put that in and it asks me to change my email address.
[AGENT][NEUTRAL] OK, so yes, there is um an issue with the online service center since the new website released. Have you tried to create, because you're gonna have to create a new account with the email address. Have you done that and it wouldn't let you?
[CUSTOMER][NEUTRAL] No, I hadn't tried to create a new account, uh.
[CUSTOMER][NEUTRAL] Like I said, once I verify the code, it tells me to change my email address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Yeah, I mean, I guess I.
[AGENT][NEUTRAL] The new system is, so you know how before, go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I mean, being I've already submitted a bunch of stuff, would it still be there if I create a new account?
[CUSTOMER][NEGATIVE] Or I have to go back and resubmit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no. So what I was trying to say is, so for the new account, you know how they use the username and password, for the new account, it asks for your email address and password. It's gonna
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, sync everything together. It's just, it's not asking you to change your password, we just, I'm sorry, change your email. We just use email now. So if you click on the create OSC account and select individual and go through that process with the email address, um, it should let you in your account, but there are some
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, issues going on now. So if it's giving you errors, we're asking for about 24 to 48 hours so that I can try to fix it because it just launched on Friday. So today is the 2nd full day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well I'll, I'll try if it gives me issues, I'll wait a few days.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, that should be it.
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.