AccountId: 011433970860
ContactId: 37c57aaf-783b-4b7a-ac41-68bb2e63a229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236490 ms
Total Talk Time (AGENT): 100803 ms
Total Talk Time (CUSTOMER): 116428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/37c57aaf-783b-4b7a-ac41-68bb2e63a229_20250618T20:28_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]. Um, we, um, have policy through APL, a gap policy, and I have many times logged on to our account and when I go in to log on to it now, I don't know if I'm being taken to a different location or whatever, but it's not using the username and password that we have always used. Uh, I have in our records that I last updated the password [PII].
[CUSTOMER][NEUTRAL] And I click it open from a URL that we have on a spreadsheet so I don't know what could have happened.
[AGENT][NEUTRAL] OK, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my number is [PII].
[AGENT][NEUTRAL] And you're calling on behalf of a group, correct?
[CUSTOMER][NEUTRAL] Yes, it's group number 15631.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can I
[CUSTOMER][NEUTRAL] We've always logged in with and not an email address and now when I click the same link that we've always gone through it wants an email address. Well, I tried our email address that's related to that and it says there's no account or something to that effect.
[AGENT][NEUTRAL] OK, um, can I get you real quick to verify the company name and um the address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it's Florida Silica Sand Company [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 12 maybe I always mess that one up. Wait a minute, yeah, 3321.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] That's OK, um.
[AGENT][NEUTRAL] So as of about 2 weeks ago we got a new platform provider for our OSC account so we've been asking everyone to create a new account. Once you do that, everything from your old account will have transferred over um and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is your email that you used?
[CUSTOMER][NEUTRAL] Well I guess we would use [PII], but we've been logging in name [PII] something let me find it. [PII] [PII] is the username we've been using.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, uh, we, we no longer use, um, user names. What it is is it's an email verification system, and I see that you are the primary, um, you're Meg [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Alright, so you'll go in there um just as you did, but you will go to create an OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will only provide the information and then you'll click that you're a group and then only provide the information that has an asterisk next to it that's required. I wouldn't fill out any of the other stuff just because it it sometimes causes errors. um I believe it's just a group number, tax ID, and then email. I'm not for certain.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, I see it, so I, I'm sure I'll be good here then so alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, and then once you do that the only thing that won't transfer over is if you had any other um admins you'll need to go to manage users and uh re-add your admins and then it will send them a link.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, actually there's a whole bunch of old ones on there that I've been meaning to get cleaned up anyway so I might as well clean it up while I'm cleaning up the account then so OK, alright, great, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Bye.