AccountId: 011433970860
ContactId: 29195f03-7d00-4d32-a5f4-21ba56719270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267799 ms
Total Talk Time (AGENT): 92387 ms
Total Talk Time (CUSTOMER): 90666 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/29195f03-7d00-4d32-a5f4-21ba56719270_20250624T12:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I understand that there's a new login system with APL, but I'm, I, we don't have the same email address when we first started with APL, so I, I can't make up the new.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You can't get in. OK, let's take a look. What's the group number?
[CUSTOMER][NEUTRAL] User name and password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 251-37
[AGENT][NEUTRAL] All right, thank you. And then if you could verify the group name.
[CUSTOMER][NEUTRAL] T G P and S Construction.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so the [PII] that's on here, we don't have access to, is that correct?
[CUSTOMER][NEUTRAL] Well, I've tried um [PII]. Is that the email you guys have?
[AGENT][NEUTRAL] So the email that's on here is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, [PII].
[CUSTOMER][NEUTRAL] Yeah, no, I know [PII].
[CUSTOMER][NEUTRAL] OK, I tried that one and it said that it couldn't recognize.
[AGENT][NEUTRAL] So when you're clicking on create OSC account you're clicking on group correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, when you get to the next page.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] I'm sorry, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am, go ahead.
[AGENT][NEUTRAL] Um, when you get to the next page and it asks for the group information, try putting in just that email and the group number, leave everything else blank and see if it'll let you move forward.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, doing that now.
[CUSTOMER][NEUTRAL] OK, I've got somewhere I've never gotten before it says complete your account set up, so I've never.
[CUSTOMER][POSITIVE] gotten this far, so this is good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, once you click continue, I believe it asks to send you a verification email. You're gonna put in that email. You have to wait on a code and then you can put that in and click verify and then create the password for the account.
[CUSTOMER][NEUTRAL] Well it's asking me to um OK send verification. OK, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let's see what happens.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The code does take sometimes, uh, it's OK, yeah, sometimes it takes a moment.
[CUSTOMER][NEUTRAL] I'm waiting for.
[CUSTOMER][NEUTRAL] OK, find me here.
[CUSTOMER][NEUTRAL] OK, verify code, OK.
[CUSTOMER][NEUTRAL] All right, I did that. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right, well, I think we're finally gonna get in there.
[AGENT][POSITIVE] All right. Good deal.
[CUSTOMER][NEUTRAL] OK, I need another verification code.
[CUSTOMER][NEGATIVE] Don't you hate that? You just went through that and you log in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so that's, yeah.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] Going forward you guys are always gonna use yeah no problem and you'll just use the email as the username going forward, OK?
[CUSTOMER][POSITIVE] OK, thank you. Have a nice day.
[CUSTOMER][POSITIVE] OK, got you, thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] OK.