AccountId: 011433970860
ContactId: 283a3fd3-7ced-423e-9f0d-bde8d7aedbc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257070 ms
Total Talk Time (AGENT): 138373 ms
Total Talk Time (CUSTOMER): 92402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/283a3fd3-7ced-423e-9f0d-bde8d7aedbc9_20250603T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm [PII] with rapfield Tire. We're a customer of yours, employer, and I'm trying to.
[CUSTOMER][NEUTRAL] Set up
[CUSTOMER][NEUTRAL] The new
[CUSTOMER][NEGATIVE] With this new website trying to set us up for our group and I entered the information and it says that it can't find.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The information that I'm getting.
[AGENT][NEUTRAL] Alright Miss [PII], I can help you with the online service center, ma'am. Can you please give me your um the group number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, we have two, the first one is 13 940.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am. Let me look up your group real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Miss [PII] Miss [PII], um, can you please just verify the address for your group, this group number that you gave me?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK, so, on the new online service center, when you're setting up for the first time,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're going to need to click the um create OSC account button that's underneath the log in button OK and you'll need to set it up with your group number and the email address that's on your group.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Right, I did that.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I mean well you know what those, I mean I had my own password and my own login.
[AGENT][NEUTRAL] So let me get, mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, but the person who set it up is different would it so which information would I put?
[AGENT][NEUTRAL] You're going to you're gonna have to start brand new all over again uh just because this is a new platform and everything has to be done as if it were the first time and so you'll have to set up again you'll have to also choose a new password.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh good
[AGENT][NEUTRAL] When you set it up now if you've tried to do it a couple of times in the browser that you're in now, I would get completely out of it and reenter the [PII]. [PII] website and start from the beginning so it can.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That's not in its memory anymore.
[AGENT][NEUTRAL] And then just start from the beginning to set up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] OK, I will try that.
[CUSTOMER][NEUTRAL] But if it has
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] If if the person who set it up.
[CUSTOMER][NEUTRAL] He would have set it up with his name and email address and then I guess he probably would have put me as a user so does he have to set it up first and then uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, so he's the contact person and you're, you're it it says [PII] or [PII] so you guys.
[CUSTOMER][NEUTRAL] OK, well, he's not.
[CUSTOMER][NEUTRAL] Yeah, that yeah, that's me.
[AGENT][NEUTRAL] Yes ma'am, but it's under [PII]'s email address.
[CUSTOMER][NEUTRAL] That's what I was afraid of, so I have to wait till he gets back to says his email, OK.
[CUSTOMER][NEUTRAL] Alright, I'll try that.
[AGENT][NEUTRAL] This.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, and if you get stuck or you have any other additional issues or anything like that, please pick up the phone and call us and we've got a little cheat sheet and we'll just walk you through it step by step.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] OK, you're very welcome, Ms. [PII]. All right, you have a blessed afternoon and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.