AccountId: 011433970860
ContactId: 5cff3cc5-f704-491f-a56d-c2492e105165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123690 ms
Total Talk Time (AGENT): 52039 ms
Total Talk Time (CUSTOMER): 55989 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5cff3cc5-f704-491f-a56d-c2492e105165_20250623T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I was trying to access, as I usually do online in order to process payment of our invoice and so forth, and um, it's, it's the site has changed and it's asking me to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, every time that I go in there and try to register.
[CUSTOMER][NEUTRAL] Or create an account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] It says that there's an error and they I can't do it. They don't recognize my email they don't recognize anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No worries so um and I do apologize for the confusion so yes you would have to create a new account of course you would select group um I will say that a lot of users have had, uh, experienced errors with this, and a solution seems to be only filling out the fields that have an asterisk so and leaving the others completely blank so I believe that would just be the group number and the email address that we've got on file for the group.
[CUSTOMER][NEUTRAL] OK, so when I go ahead and I do that, I'll take out the telephone number, the zip code, like you said, just everything. OK. When I put in my email and the group number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Just the yes, the group number and the email mhm.
[CUSTOMER][NEUTRAL] Um, no user was found with this information. Please contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that information does have to match what we have in our system so I can go ahead and get that pulled up and just make sure that that is the same uh email address that we've got on file for the group. I'm so sorry, what did you say you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it and it has to be because this is, this is where I got the email from you on my, on this email address, you know.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEGATIVE] Yeah, it's frustrating.
[CUSTOMER][NEUTRAL] Give you the group number. It's 25031.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?