AccountId: 011433970860
ContactId: 5800903e-53b8-4e6a-a7f8-2c9591d349f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365730 ms
Total Talk Time (AGENT): 99133 ms
Total Talk Time (CUSTOMER): 172858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/5800903e-53b8-4e6a-a7f8-2c9591d349f9_20250613T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am calling from Ferrea Racing Components. We have, uh, policies with APL. I do the bookkeeping and the the paying of the bills, the accounting, and I went online to pay our bill, and I don't know if you changed the format.
[CUSTOMER][NEUTRAL] Or if something happened on my computer because we used to sign in with a user ID.
[CUSTOMER][NEGATIVE] And now it's telling me I have to sign on with an email?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the email
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, do you have your group number?
[CUSTOMER][NEUTRAL] Uh huh it's 21,000.
[AGENT][NEUTRAL] Um, yeah, we have upgraded our website, so you'll have to create your account over again, but let me pull up your group and um.
[CUSTOMER][NEGATIVE] Yeah, I also, I try, I, I thought that because I mean my, my, my password and sign thing doesn't have anything to do with the email, so then I said, oh, I'll create my account right thinking you guys updated your website and it won't let me create my account.
[AGENT][NEUTRAL] Verify
[AGENT][NEUTRAL] OK, so if you go to, can you verify the address for your group?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the zip
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what would be the email address on the account?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then do you know what phone number would have been associated?
[CUSTOMER][NEUTRAL] There's only one, it's [PII].
[AGENT][NEUTRAL] OK, and then you're at [PII]?
[CUSTOMER][NEUTRAL] I am at yep [PII] yes and I'm on the login screen.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you're going to create your OST account?
[CUSTOMER][NEUTRAL] Create my account.
[CUSTOMER][NEUTRAL] OK, and are we considered a group?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Group next.
[CUSTOMER][NEUTRAL] And then I put my group number in.
[AGENT][NEUTRAL] Um, go ahead and try all of the information, um, if you haven't been successful in entering just the group and email.
[CUSTOMER][NEUTRAL] All this in
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] APF for [PII].
[CUSTOMER][NEUTRAL] [PII] and then next.
[CUSTOMER][NEUTRAL] Yeah it says error no user was found with the information that was entered.
[AGENT][NEUTRAL] And then for [PII], do you have F O R T spelled out?
[CUSTOMER][NEUTRAL] Uh huh yep.
[AGENT][NEUTRAL] Do you know what browser you're using?
[CUSTOMER][NEUTRAL] Oh, that's a tricky question for me um, no, what would I what would I what would my browser be?
[AGENT][NEUTRAL] Uh, so do you know if you're using like Google Chrome or Microsoft Edge or
[CUSTOMER][NEUTRAL] We use Mozilla Firefox.
[AGENT][NEUTRAL] OK, um, so you have to be using Google Chrome. Can you try to create it under, like, go to Google and then go to the website.
[CUSTOMER][NEUTRAL] Alright, let me open this.
[CUSTOMER][NEUTRAL] It's very controlled what we're allowed to do here on the computer, so, OK, go to Google and do what?
[AGENT][NEUTRAL] Um, type in the website address.
[AGENT][NEUTRAL] Secure. [PII].
[CUSTOMER][NEUTRAL] Secured. A public secured a public.
[CUSTOMER][NEUTRAL] OK, and then try to enter it on that screen?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, go to the log in again.
[CUSTOMER][NEUTRAL] Oh I'm gonna create my account.
[CUSTOMER][NEUTRAL] We are a group
[CUSTOMER][NEUTRAL] Group number 21123.
[CUSTOMER][NEUTRAL] 33309.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And spelling out [PII].
[CUSTOMER][NEUTRAL] Spelled correctly [PII].
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][POSITIVE] No error.
[AGENT][NEUTRAL] OK, and what, and what was the error?
[CUSTOMER][NEGATIVE] It says no user was found with the information that was entered. Please try again if this error persists, please contact customer service at this number.
[CUSTOMER][NEUTRAL] And it says option 4. Well, that's that's the call.
[CUSTOMER][NEUTRAL] Is it possible that that email is not the email address that you had on file when this started?
[AGENT][NEUTRAL] No, this is the email. Um, it's gonna match exactly what, so, um, I'll have to log this with our IT, um, and they'll be able to research and then give you a call back. Um, is call or email better?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Actually email is better and they can just email right to that address.
[AGENT][NEUTRAL] OK, I will, um, give them this information, the error that you're receiving, and then they'll research that, and they should call within 24 to probably won't be today, it could be Monday, so.
[CUSTOMER][NEUTRAL] Would you like me to screenshot the error and just save it and email it to someone?
[AGENT][NEUTRAL] No, no, I, I've written down the error. We've had this for a few, so, um, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A couple of people OK all right well I won't worry I'll just wait to hear from somebody.
[AGENT][POSITIVE] OK, all right. Thank you for calling [PII]. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.