AccountId: 011433970860
ContactId: 607fd393-d506-440c-b41a-18776f8e0a3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159149 ms
Total Talk Time (AGENT): 83867 ms
Total Talk Time (CUSTOMER): 102106 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/607fd393-d506-440c-b41a-18776f8e0a3c_20250611T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, I'm trying to log into my [PII] account and I think there is a new service, right? So I need to create my OSC. OK, so I go in as a group, correct? I'm the administrator and the employer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you have to re-register.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I don't know. I mean, first off, OK, you're the employer. Can you give me the, uh, do you know your group number with us?
[CUSTOMER][NEUTRAL] 1717433.
[AGENT][NEUTRAL] 433 give me just one second because I need to verify some information and what is your name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we have you with the email address [PII]. Is that still valid?
[CUSTOMER][NEUTRAL] Yes, mhm, yes.
[AGENT][NEUTRAL] OK, so yes, what and just to get you set up, go, are you on our website yet?
[CUSTOMER][NEGATIVE] Yes, and I tried to do it and and it it gave me an error so uh it'll be.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, so here's what we need to do. Here's what we need to do. So when you go to the sign in and you go to create your own user account, did you click on that? Create your own OK when you get to that next screen and you click group and you hit next, you only need to fill out your group number and your email address. Don't put any other information in the boxes that are not required.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Oh, OK, OK, let me know that.
[AGENT][NEUTRAL] Yeah just put in the 17433 and then your email and next it'll let you go.
[CUSTOMER][NEUTRAL] OK. Next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Leaving the sites is OK because I'm going to a new site and now I, I use my email address.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, uh huh, and I'll send you you should get a pin number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, hold on, you [PII] verification. OK, so let's hope that my system takes this, OK, and doesn't go to spam and then they have to clear it, uh.
[AGENT][NEUTRAL] Oh, I understand, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, OK. I got something. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK, and now I can choose, OK, so I, I, uh, create a new password, confirm the same name, the name, uh, it will be, uh, I can put my company's name right on PCSA and then my name and last name. OK, perfect. Thank you, appreciate it. OK you too bye bye.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, yeah. Mhm.
[AGENT][NEUTRAL] Yeah, yeah, yeah, I think, mhm, yeah, mhm.
[AGENT][POSITIVE] OK. You're most welcome. You have a great day. Thank you.
[AGENT][NEUTRAL] Bye bye.