AccountId: 011433970860
ContactId: 4e91b573-ca47-4337-b7fe-fb2526c29498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181820 ms
Total Talk Time (AGENT): 86896 ms
Total Talk Time (CUSTOMER): 89848 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4e91b573-ca47-4337-b7fe-fb2526c29498_20250623T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I am trying to figure out if I ever created a log in because I want to check in on some of the claims. Um, I thought I had a login, but when I put my emails, I have 3 different emails, um, to do a password reset it's telling me we don't recognize that email.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, OK, so I will say yes, first of all I do apologize for any confusion, um, so as of just a couple of weeks ago our website did undergo quite a big change and with that change all users are now having.
[CUSTOMER][NEUTRAL] Can you help me?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To create new accounts even if you had one before you would have to go like you're a new user yes I'm so sorry for the confusion it would be of course all of the same information um the biggest difference is of course you wouldn't create a user name after you create this new account it would just be through your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, so, um, OK, so like I'm on, I'm in front of it now so I should go to create your OSC account?
[AGENT][NEUTRAL] Yes, and that was this for a group?
[CUSTOMER][NEUTRAL] Yeah, yeah, through work.
[AGENT][NEUTRAL] OK, right, OK, so you would select that option of course you would select group, um, and then you would only there have been a few little bugs that people have experienced um one solution to that is only filling out the fields that have an asterisk and leave the other ones blank so for a group that would just be the group number and the email address, yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, awesome. Now, I don't know which email address. Can you help me figure that out?
[AGENT][NEUTRAL] I can get that pulled up.
[AGENT][NEUTRAL] Sure, um, what was your name? I'm sorry.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Sure, we have a bad connection. Do you hear it?
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEGATIVE] I do not. I hope it's not me. I'm sorry.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, it's OK. That's OK. We'll, we'll work with it. Um so my name is [PII] Last name [PII] And I'm pulling, I'm pulling my card out.
[CUSTOMER][NEUTRAL] If you will bear with me a second.
[AGENT][POSITIVE] No worries, OK, and then, um, just in case we are disconnected.
[AGENT][NEUTRAL] Call back number from you uh please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Did you ask for a callback number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, actually it'd be great if you call me back now because the connection is so bad. Yes, it's area code [PII] thank you [PII].
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and you wanted me to go ahead and call you back now?
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][POSITIVE] Sure, OK, yeah, give me just a moment I'll give you a call right back.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][POSITIVE] Alright thank you uh huh bye bye.