AccountId: 011433970860
ContactId: 2a8b9cba-f7e5-43f5-a907-383e6986a9b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246080 ms
Total Talk Time (AGENT): 112030 ms
Total Talk Time (CUSTOMER): 95634 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2a8b9cba-f7e5-43f5-a907-383e6986a9b2_20250606T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I don't know what
[CUSTOMER][NEUTRAL] Hey, good afternoon, my name is [PII]. I'm calling with Rockwall County EMS, um, and I guess y'all have changed your log in, uh, portal, um, so I can't get in.
[AGENT][POSITIVE] OK, sure, yes, I can assist you with that. And may I have the group number and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, our group number is 23152.
[AGENT][POSITIVE] Thank you. What's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and the address of the company of the group?
[CUSTOMER][NEUTRAL] Yeah, um, it's medical rescue DBA Rockwell County EMS. Um, our mailing address is [PII].
[AGENT][NEUTRAL] All right. And can I verify your email address?
[CUSTOMER][NEUTRAL] Yes, my email address is [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right. And have you tried to uh create the account again or you're working on that and it's just not letting you?
[CUSTOMER][NEGATIVE] Yeah, I tried, uh, creating an account and it said no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, let's try to do it together and see if that will work. Um, so let me go ahead and pull my system and if you want to just go ahead and close everything you have open, open from us and then just go ahead and go to the website one more time just to make sure we don't have anything on the way that may interfere, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] All right, I closed it out and then got back in.
[AGENT][NEUTRAL] OK, go ahead and click on create your account, your OSC account click on groups and hit next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. So go ahead with the group number and the phone number we have here is a little bit different, which is um [PII] so that is the phone number that you need to be using.
[CUSTOMER][NEUTRAL] Oh, that's right. I put my cell phone on there because y'all did a verification code and y'all had previously had the line, the landline, um, so that's probably what the deal was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like your email is correct, so.
[CUSTOMER][NEUTRAL] Alright, let's try this.
[CUSTOMER][POSITIVE] There we go that works.
[AGENT][POSITIVE] OK perfect yay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, I totally forgot that I had changed that phone number several years ago because um whenever I would log in it's like oh we're sending you a code and I'm like that's a landline I don't get a code um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, that makes sense.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, so you think you got it from here or you want me to wait until you're completely in or?
[CUSTOMER][POSITIVE] Uh, I think I'm good now.
[AGENT][NEUTRAL] Indeed. OK, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That should be it. Do I need to, so, um, verification is necessary, so enter my email and then have them send a code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you put your email, go ahead and click on send code. When once you get the code, you go ahead and put the code in and then verify the code and then you can continue creating everything else. Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK awesome all right well thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye.