AccountId: 011433970860
ContactId: 41592c92-33e0-49ce-9a1e-d7d4cc745443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317440 ms
Total Talk Time (AGENT): 93077 ms
Total Talk Time (CUSTOMER): 120168 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/41592c92-33e0-49ce-9a1e-d7d4cc745443_20250603T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII]. I'm calling on behalf of Marlin Engineering Inc.
[CUSTOMER][NEGATIVE] And I'm having issues with the portal.
[AGENT][NEUTRAL] OK. Um, have you gone through and done
[CUSTOMER][NEGATIVE] can't get in at all.
[AGENT][NEUTRAL] OK. What is the group number?
[CUSTOMER][NEUTRAL] 16446.
[AGENT][NEUTRAL] All right. And [PII], have you gone through and done the um
[AGENT][NEUTRAL] I can't think of the word for it, create.
[CUSTOMER][NEGATIVE] Forgot password or create, I try to create, I try to forget, and it doesn't let me do it, neither or.
[AGENT][NEUTRAL] OK, so we did launch a new service center on Friday, so everybody has to create a new um login and password for their accounts. You will need to click on create uh OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then when you go.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh huh, just select group.
[AGENT][NEUTRAL] Mhm, click group.
[CUSTOMER][NEGATIVE] And that's what I've been doing, but it doesn't.
[AGENT][NEUTRAL] OK, so the email that's the email that's on here is [PII] and that's what you were putting in.
[CUSTOMER][NEUTRAL] Allow me to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At Marlin Engineer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Zip code, were you putting in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Phone number were you putting?
[CUSTOMER][NEUTRAL] Yeah, and I get the error message.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I'm just trying to check every single line because it has to match.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] Uh, that's definitely not a Dell number. I was using my number here, but that might be it.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Let me see, I guess it didn't like the phone number, yes.
[AGENT][NEUTRAL] Yeah it has to match exactly what you guys have on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then.
[CUSTOMER][NEUTRAL] HR, yeah, I, I guess now it let me proceed so let me see if you wanna stay on the line just in case.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And [PII] new password.
[CUSTOMER][NEUTRAL] The display name, what is that?
[AGENT][NEUTRAL] It's just the yeah, whatever you would want the name to be displayed as.
[CUSTOMER][NEUTRAL] The company name or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim not verified so I now I need to go to the email and verify the.
[CUSTOMER][NEUTRAL] My date.
[AGENT][NEUTRAL] So when it sends you the first verification code and you're creating the password, it's just important to put in the code, click verify email, and then create your password.
[CUSTOMER][NEGATIVE] Yeah it's just I have not received the.
[AGENT][NEUTRAL] Oh, the code, yeah.
[CUSTOMER][NEUTRAL] Yeah, it's still.
[CUSTOMER][NEUTRAL] Going around the world.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] On my computer, uh, there it goes APL.
[CUSTOMER][NEUTRAL] Claim not verify email address.
[CUSTOMER][NEUTRAL] Now it wants me to change the email.
[CUSTOMER][NEUTRAL] I, I don't know what this is.
[CUSTOMER][POSITIVE] OK, I agree. I agree.
[CUSTOMER][NEUTRAL] Go to dashboards that's all we needed I guess.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, if we have issues then we'll we'll call again tomorrow. Thank you. OK, have a good day bye.
[AGENT][POSITIVE] Yeah, not a problem, sir. You're welcome. Have a good day.