AccountId: 011433970860
ContactId: 44bcc0dc-90e6-41d5-bbf6-2806ea76e1da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530950 ms
Total Talk Time (AGENT): 182080 ms
Total Talk Time (CUSTOMER): 224398 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/44bcc0dc-90e6-41d5-bbf6-2806ea76e1da_20250625T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I'm having trouble logging into my account.
[AGENT][NEUTRAL] OK. Is it your, is it your personal account or is it a group account?
[CUSTOMER][NEUTRAL] Uh, say it one more time. I'm sorry.
[AGENT][NEUTRAL] That's OK. Is it your personal account or are you a group administrator?
[CUSTOMER][NEUTRAL] Uh, we're, I'm an administrator for, um, our company.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Can you please give me your group number?
[CUSTOMER][NEUTRAL] 251-887
[AGENT][POSITIVE] Thank you, ma'am. And what's the name of the group?
[CUSTOMER][NEUTRAL] The company name is Consortium Wine and Spirits.
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so let me just verify that we have all the information correct, otherwise it won't let you, uh, create your account. OK? Can you verify the address for the company for me with that?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is your email with that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And can I get your phone number, please, with that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all your information. Looks like we have it right. OK, so we did an update to our online service center. So when you go to log in for one time, you're gonna have to create a new user account and reenter all of your information. Did you do that?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] We tried to do that, but it would, it blocked us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What error message did it give you? Did it just say can't find account? Can you tell me what it told you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What is the errors message thing?
[CUSTOMER][NEUTRAL] Well, give me one second, hang on, we'll tell you now.
[AGENT][NEUTRAL] Yes ma'am, sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No user was found with the information that was provided.
[AGENT][NEUTRAL] OK. Are you using the email address, OK. Are you using the email address that you gave me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What phone number are you using?
[CUSTOMER][NEUTRAL] Should be mine [PII].
[AGENT][NEUTRAL] OK, that is what we have. Let me check something. Give me just a moment.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] The zip code is [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] So I'm just making sure that.
[AGENT][NEUTRAL] It's all matching, um.
[CUSTOMER][NEUTRAL] Maybe we can try with you on the phone.
[AGENT][NEUTRAL] Absolutely do that because I want to know exactly the error message if it gives it to you again. Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, let me go over there to my, to my colleague. Hang on one second.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] And I try to go in.
[AGENT][NEUTRAL] If you did do create new user correct?
[CUSTOMER][NEUTRAL] Yeah, OK, go back if you're getting it no no, OK.
[CUSTOMER][NEUTRAL] Um, give me one second here, OK?
[CUSTOMER][NEUTRAL] On it's logging uh-huh.
[CUSTOMER][NEUTRAL] I put this.
[AGENT][NEUTRAL] And she did create new user ma'am?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, we were trying to, we, we thought maybe there was a problem with that one, so we tried to use another email like to create a whole new account, but we're going to the old we're going to where where she was having problems originally.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure. OK.
[CUSTOMER][NEUTRAL] OK, so it says it's, it's when she logs in with my email address and password, the message that comes up is we can't seem to find your account.
[AGENT][NEUTRAL] OK, now whenever when you go to log in, um, did you, did you do create new user account but since we did the update we've got to create a new user account.
[CUSTOMER][NEUTRAL] OK, so where do we go for that? Where it says create your OST account?
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] Yes, ma'am. That's exactly where you go and then reenter all the information, your information that we just verified, OK? Um, your email, your phone number and address. So try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so we have to do
[CUSTOMER][NEUTRAL] OK, so we do group, correct?
[AGENT][POSITIVE] Yes, ma'am. Absolutely great.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Put my phone number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, uh-huh [PII].
[CUSTOMER][NEUTRAL] uh-huh [PII] yes yes yes.
[CUSTOMER][NEUTRAL] OK, and then the so it's state. Oh, you forgot state that's fine.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, yeah, because what we tried to do, we said, well, let's use another email account that may be where we got stuff. OK, continue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. We, we've got to use the email account that we have in our system, the one that we verified. I will not recognize you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK, so now she's gonna
[CUSTOMER][POSITIVE] Yeah, so she's gonna create a new.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] So so sorry.
[AGENT][NEUTRAL] It's OK, and you gotta use your email, OK?
[CUSTOMER][NEUTRAL] Consortium.
[CUSTOMER][NEGATIVE] Oh whatever.
[CUSTOMER][NEUTRAL] Yeah, it's just asking a few questions. She's filling it in.
[AGENT][POSITIVE] Sure, no, you're good. I understand. Take your time.
[CUSTOMER][NEUTRAL] Claim not verified email address verification is necessary, please click send button. OK, so send the button.
[AGENT][NEUTRAL] Yes, click that, it's gonna send the verification page to the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, uh-huh, I agree.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's sending another verification code we're just waiting for that.
[AGENT][NEUTRAL] Yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, yay, thank you, we're good. Awesome.
[AGENT][NEUTRAL] How do you, you're welcome. You're so welcome. What are, what are you trying to do because some of the features we're still working on, are you trying to get your invoice for that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, we're just trying to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, are you gonna schedule it online?
[CUSTOMER][POSITIVE] Yeah, that's exactly what we're doing right now.
[AGENT][NEUTRAL] OK. Are you gonna schedule an online payment with your, with your bank account? Is that what you're trying to do?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. OK. All right. Well, I just wanted to make sure there wasn't anything else I could help you with, OK?
[CUSTOMER][POSITIVE] Awesome thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great day as well. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye.