AccountId: 011433970860
ContactId: 32305dce-55d0-4374-bf10-10b8c4ad42dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733770 ms
Total Talk Time (AGENT): 224696 ms
Total Talk Time (CUSTOMER): 121623 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/32305dce-55d0-4374-bf10-10b8c4ad42dc_20250606T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Oh my gosh, I was on hold for an hour and I hung up and I got you directly. It's amazing. Um, hi, my name is [PII]. I'm calling from Acme Oyster House. I'm having issues with the online service center.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, sure, I can assist you with that, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And do you, is it a group or is it a um personal account?
[CUSTOMER][NEUTRAL] A group
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 26869.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] All right. And may I have the name and the address of the group?
[CUSTOMER][NEUTRAL] Uh, let's see what, what are we calling it here? Raw Bar Inc DBA Acme Oyster House [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, perfect. Thank you. And your email address for verification? No.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And how may I assist you with the website?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, first I was trying to log in since my email is not found. I got, um, a message from the care team that says I need to recreate my account using email instead of username and trying to do that and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It says no user was found with the information that was entered please try again.
[AGENT][POSITIVE] OK, let's do it together.
[CUSTOMER][NEUTRAL] If error persists call y'all.
[AGENT][NEUTRAL] OK. Let's go ahead and do that together. Um, so go ahead and go to our website at [PII] and click create your OSC account.
[AGENT][NEUTRAL] And from there, just choose group.
[CUSTOMER][NEUTRAL] You said click create your OSC account?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, all right
[CUSTOMER][NEUTRAL] Click group did that OK.
[CUSTOMER][NEUTRAL] Group number
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK. And the phone number you gave me and the one we have in the system is different, so let me know when you're ready and I can give you the one that is in the system. You're gonna need that one.
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][NEUTRAL] Yes, uh-huh, yeah.
[CUSTOMER][NEUTRAL] Yeah, that's that's the group, yeah, the number I gave you for a call back is just my direct line.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] And city is [PII] email on record [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Select state [PII].
[CUSTOMER][NEGATIVE] Click next, error no user was found with the information that was entered. Please try again if this error persists, please call customer service.
[AGENT][NEUTRAL] And the zip code you put in is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK. Um let me spell out the email just to make sure we have it correctly. Um and that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so that's right, that's right. Phone number you said is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, you're in a computer and what browser are you using?
[CUSTOMER][NEUTRAL] Uh, Google Chrome.
[AGENT][POSITIVE] Um, OK, thank you.
[AGENT][NEUTRAL] I'm just gonna try it on my end and see if it if it's something wrong on my end, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And the city is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said that in the past it did let you go in and you had the website and it didn't give you any troubles or anything like that, correct? OK, OK. All right. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] I've been receiving emails from y'all. I have bills. I have logged into the the website daily to check on claims.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, no problems.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just going through the notes to see what's been done lately.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so I don't see nothing that will affect um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah definitely not like that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm just checking the whole, the whole group to make sure there's nothing that is holding it back. Um, let's see, I don't see anything. OK, so basically we have done all we can here. So what I am gonna do, I'm gonna go ahead and send the report over um for.
[AGENT][NEUTRAL] For someone to review and troubleshoot and see what's happening why you're not able to create the account because we did follow all the steps, all the information that you're giving me, and I have verified with you is correct so this should not be a reason you're not able to get in. um, so that will be the next step, OK? So, um, if they need to get in contact with you, do you wanna call back or do you want an email?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] The call is fine.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And that will be to the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So let me go ahead and send this report before I let you go, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. OK, I went ahead and send that report over so you should be hearing from them shortly, OK? And I do apologize for the inconvenience. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Not yet, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day and happy weekend. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright you too bye bye thanks you too.