AccountId: 011433970860
ContactId: 43341ea5-801e-4f76-b60c-00269dc871bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178160 ms
Total Talk Time (AGENT): 89085 ms
Total Talk Time (CUSTOMER): 81022 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/43341ea5-801e-4f76-b60c-00269dc871bc_20250602T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] [PII], what, what's up with y'all's website and everything?
[AGENT][NEGATIVE] Oh, it's, we're having a technical error.
[CUSTOMER][NEUTRAL] OK, because I know my account about to pull commissions and then I've got customers trying to get in too.
[AGENT][NEUTRAL] They have
[AGENT][NEUTRAL] Yeah, I, I know, um, they sent out an email I think about 15 minutes ago, um, that the system is down and we're working to get it. We don't even have access to it, so, um, they're they're working as much as they can to get it taken care of, but they will send out another email once it.
[CUSTOMER][NEUTRAL] So they need
[CUSTOMER][NEUTRAL] Need to readdress the email because all it says is about experiencing difficult creating new accounts in OSC.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] So we're not new accounts, you know.
[AGENT][NEUTRAL] Well, so it is a new account because we have to they have launched a new OSC and so you have to set up a new account as an account as if you were a new user so everybody's gonna have to set up a new account.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] So I need
[CUSTOMER][NEUTRAL] Even my even the customers?
[AGENT][NEUTRAL] Uh, my understanding is, yes, everybody like with this new online service that everybody is going to have to set up a new account.
[CUSTOMER][NEUTRAL] OK, I'll make sure they know.
[AGENT][NEUTRAL] Um, and I'm sorry if the emails were not clarified with that I will, you know, reach out and let them know that we might need to make it a little more specified but.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] You know, with the new launch.
[CUSTOMER][NEUTRAL] Let me see what the new
[CUSTOMER][NEUTRAL] Let me see what the new launch said. uh, let's see, Discovered da da redesigned.
[CUSTOMER][POSITIVE] Seamless experience on the demo share.
[CUSTOMER][NEUTRAL] Resources use time prepared for your new account.
[CUSTOMER][NEUTRAL] You already have an OSC account you'll need to reread OK, so it's at the very bottom of the email.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Like it it talks about.
[CUSTOMER][NEUTRAL] Resources for your customers talks about joining the demo talks about discovering an all new online service enhance your productivity.
[CUSTOMER][NEUTRAL] But at the very bottom is where it says, oh by the way, you gotta go.
[AGENT][NEUTRAL] You need everybody has to set up a new account. Yeah, I'm sorry. I will let them know that maybe that should be included at the towards the beginning rather the rather than the end.
[CUSTOMER][NEUTRAL] Yeah, I mean like maybe these should have been two separate emails, you know, one thing you need to go do a new account, 2, by the way, here's a demo or some resources about, you know, maybe two different emails about it, but alright, sounds good, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, like, hey, you need to set up a new account and you can also check out these demos.
[CUSTOMER][POSITIVE] That's correct, yeah, yeah.
[AGENT][NEUTRAL] Yeah, OK, I will definitely get feedback over to them since we're going to have to send out new emails anyway.
[CUSTOMER][NEUTRAL] been
[CUSTOMER][POSITIVE] OK thanks appreciate it.
[AGENT][POSITIVE] All right, sorry, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.