AccountId: 011433970860
ContactId: 3024e8d0-bdf9-46f9-9562-ecd1d19a9dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203919 ms
Total Talk Time (AGENT): 116376 ms
Total Talk Time (CUSTOMER): 102815 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3024e8d0-bdf9-46f9-9562-ecd1d19a9dca_20250611T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and um I am having difficulty getting in my.
[CUSTOMER][NEGATIVE] I used to user name and password and that's no longer working um now it's asking for an email and I can't get into my account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, OK, yes, so as of last week [PII], our website did undergo quite a big change um and with that change all users are now having to create new accounts um so you would have to essentially re-register it would be all of the same information that you entered before uh the biggest difference is going to be now you are going to sign in with an email after you create another account.
[CUSTOMER][NEUTRAL] OK well um I am on that screen right now and we're a little uh it's a little tricky for me because um we go through a PEO and yet I administer the program for my employees so I'm trying to pay our bill but I can't I can't get access to it so when I'm trying to set up a new account it's not recognizing any of my information.
[AGENT][POSITIVE] Sure, no worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's I understand so this you are setting up this account for a group correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we have been having quite a bit of trouble with this, and I'm, you know, just like anything brand new is bound to have some kinks there, um, what I've noticed that does seem to help some people, especially group users is when you're going to create the account only fill out the boxes that have an asterisk. The other ones just leave completely blank so I do believe that's just going to be the email and the group number. I know it's odd, but it seems to have worked for a ton of people.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] It is, but.
[CUSTOMER][NEUTRAL] Well, let's see because I just did that and let's see what I've got.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It is uh I'm and I'm sorry, I'm just gonna keep you on the line if you don't mind because I.
[AGENT][NEUTRAL] No, you're perfectly fine. Sure, yeah, if that doesn't work then we'll go ahead and get all that pulled up and just verify, you know, that we do have the correct uh email address on file.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You got it yep it's just saying continue right now so I don't know if it's uh it's thinking or what but that seemed to work at least it got me to the next screen so.
[AGENT][NEUTRAL] It should
[AGENT][POSITIVE] That's it, yes, and that's going to be it. I know it's a very odd solution, but I'm sure glad somebody figured that out.
[CUSTOMER][NEGATIVE] Well, I, it sounds as though I'm not your first call on this issue. I'm like, wait, what? Why can't I get in here? It's making me crazy.
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[AGENT][POSITIVE] No, and I, I can apologize enough for all the confusion, but it should be pretty smooth sailing from here and if you do have any other questions definitely give us a call back.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] All right, I'll do that. It is saying continue and it's continuing to think so I think I'm probably gonna be OK.
[AGENT][NEUTRAL] I think so, um, if it's, you know, stays like that I would just try refreshing the page and then trying again, um, again just that information with the asterisks.
[CUSTOMER][POSITIVE] You got it. I'll do it. All right, we'll give that a try. Thank you. OK.
[AGENT][NEUTRAL] Alright, if you need anything else, give us a call back, OK?
[AGENT][POSITIVE] All right have a good one. Bye bye.
[CUSTOMER][POSITIVE] All right, thank you, bye.