AccountId: 011433970860
ContactId: 358b2e7b-3a5d-4a3f-96f6-42df26d82743
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136759 ms
Total Talk Time (AGENT): 81950 ms
Total Talk Time (CUSTOMER): 44286 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/358b2e7b-3a5d-4a3f-96f6-42df26d82743_20250624T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Woodvine Group and um I was trying to log in to get my most recent bill and um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I want to create my new login I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I do it it says no let me see let me hit I'll tell you exactly what it says.
[CUSTOMER][NEUTRAL] Error no user was found with that information.
[AGENT][NEUTRAL] OK, let's take a look. What is the?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For the last
[CUSTOMER][NEUTRAL] Few years I've had access.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, what's the group number? Yeah.
[CUSTOMER][NEUTRAL] You need the group number?
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 759
[AGENT][NEUTRAL] So in the last two weeks it has changed and so everybody's having to set up new um logins. The service center is totally different so everybody needs to click on create your OSC account.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, I will let you know, OK, when you click on group, then you should be able just to put in the group number and the email. Now the email that's on here is [PII]. Is that still a good email for the group?
[CUSTOMER][NEUTRAL] That's what I did.
[CUSTOMER][NEUTRAL] Yeah, but we all had our I guess our, it, it just, it doesn't matter the email on record like we all had our.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] We have 3 users with 3 different, you know, user IDs.
[AGENT][NEUTRAL] Right, OK, got you so what needs to happen initially go in, set it up, just put in this group number and email on file once you set up the uh password and get in you can then add additional users like before and have more than just one email. It just needs to initially be set up under [PII]'s.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] Yeah, so just leave everything out on that page. Just put the group number and email on record where the red asterisk is. Those are the only two required boxes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll do that. I appreciate it.
[AGENT][POSITIVE] Yeah, no worries, man.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Uh-huh. Have a good day. Bye-bye.