AccountId: 011433970860
ContactId: 50e623d4-0d66-4cd2-b45a-e1ae76a8c366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196089 ms
Total Talk Time (AGENT): 74268 ms
Total Talk Time (CUSTOMER): 85401 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/50e623d4-0d66-4cd2-b45a-e1ae76a8c366_20250623T14:52_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]. I'm calling, uh, regarding group number 22949.
[AGENT][NEUTRAL] All right, let me pull this up, [PII]. How can I help today?
[CUSTOMER][NEGATIVE] Um, so I was trying to go online to pull the upcoming invoice and it's asking me about creating a new account and all this good stuff, but when I go in to do it, it says that you cannot, we cannot create a new account with this information, reach out to your group administrator to be invited to the account, so I don't know. I just reset the password recently. I thought I already did this, but I don't know why it's not working.
[AGENT][NEUTRAL] OK, so you guys have logged in since the change. Um, we updated the online service center. It's been about 2 weeks ago, so going forward every, OK, so when you get to the login page then [PII], click on the create your OSC account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So probably not.
[CUSTOMER][NEUTRAL] Right, which is what I did. Hold on one second, um, let me get out of here.
[AGENT][NEUTRAL] OK. And then when you, OK.
[CUSTOMER][NEUTRAL] Wait, one just one second, um, let me go back because.
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][POSITIVE] Yeah, so welcome create based on your role.
[AGENT][NEUTRAL] Yeah, and then you would click group.
[CUSTOMER][NEUTRAL] Which is what I did.
[AGENT][NEUTRAL] So just put in the group number and then the email on here is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so yeah, just do group number and email and see what it says.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I think now it's
[CUSTOMER][NEUTRAL] Saying it's gonna send me a code. Let's see. Last time it didn't recognize it. It said to call in.
[AGENT][NEUTRAL] OK, yeah, if it says complete account set up, then you'll put in the email, get the code, and then when you put in the code, you should be able to click verify and then create the password.
[CUSTOMER][NEUTRAL] OK, now let me in. I don't know. That's weird because I already, I did, uh, recreate a password fairly recently when let me see what I wrote down.
[CUSTOMER][NEUTRAL] As of 65 I made a password, so what are we maybe it's a little less.
[CUSTOMER][NEUTRAL] And then 2 weeks, 65, 20 days, so a little more.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, now I'm in. I don't know what happened. Maybe I just need to hear your voice.
[AGENT][POSITIVE] Well I'm glad you guys got in [PII] yeah sorry about that. So going forward, just use your email as the user name and then if you need to you can add additional users.
[CUSTOMER][POSITIVE] Got you. OK, sounds good, thanks. Alright, take care, bye.
[AGENT][POSITIVE] OK. All right. You're welcome. Bye-bye.