AccountId: 011433970860
ContactId: 7607f108-642e-4f47-9cca-e960e9f1305b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554960 ms
Total Talk Time (AGENT): 191823 ms
Total Talk Time (CUSTOMER): 133630 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7607f108-642e-4f47-9cca-e960e9f1305b_20250606T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I am calling trying to get on the website. Did you change your website recently?
[AGENT][NEUTRAL] It did change, yes, uh, as of a few days ago, um, it did undergo quite a big change, um, so yes, that being said, uh, you would have to create a new account, uh, like re-register it would be all of the same information just simply creating a new log in um and the biggest difference is going to be there's no um user name you would just sign in with a an email address after of course you register again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So the email on record now, I granted I've only been in this position about a year and a half, but I can't come up with an email on record. My email doesn't work. My predecessor's email doesn't work, so I don't and I won't wanna go any further.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you going to um signing in or are you creating a new account?
[CUSTOMER][NEUTRAL] Creating an account.
[AGENT][NEUTRAL] You are OK now was this for a group?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, we can get that pulled up and verify what email we have on file um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then do you have that group number please?
[CUSTOMER][NEUTRAL] 25598.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] This is uh Advanced concrete Systems.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and [PII], I do see you as our contact um are you able to verify the address for the business please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. OK, so I've got.
[AGENT][NEUTRAL] The email at it looks like your [PII].
[CUSTOMER][NEUTRAL] I tried that. Hold on [PII] your.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, I get error no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, we'll go through and verify everything else. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I have noticed of course as it's brand new you know there's bound to be some um.
[AGENT][NEUTRAL] Some little kinks and such, yes um I have noticed though that once um some members have said they've tried multiple times and even after verifying the information and then they go to refresh with all of the correct information and then it works so it might be something as silly as that but let's just say.
[CUSTOMER][NEGATIVE] Glitches
[AGENT][NEUTRAL] OK, so what all information is it asking for you to enter?
[CUSTOMER][NEUTRAL] I'm gonna hit refresh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on a second here so what's my group number which I have as 25598. My zip code [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] City Middleburg email you said was mine.
[CUSTOMER][NEUTRAL] And the state is [PII].
[AGENT][NEUTRAL] OK, OK, so let me ask you this as well I'm sorry if this is redundant um are you uh doing this on a desktop or a laptop computer or are you using a mobile device?
[CUSTOMER][NEUTRAL] A desktop.
[AGENT][POSITIVE] Is a desktop awesome OK um may I ask what browser you're using?
[CUSTOMER][NEUTRAL] Um, edge
[AGENT][MIXED] Edge, OK, that should work um I believe Google Chrome works better, but I think I'm sure it has support for Edge. So with all that being said, we know what the correct information is if you would go ahead and just refresh the entire screen or even close out the tab and reopen it.
[AGENT][NEUTRAL] And then just for a good measure you are selecting when you go to create an account that it is for a group correct?
[CUSTOMER][NEUTRAL] Yeah, just a minute here I'm just start over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm gonna put you on speaker so I can type.
[AGENT][POSITIVE] No worries, yeah.
[CUSTOMER][NEUTRAL] OK, you probably won't be able to hear me as well. um, OK, I'm starting over, um, I'm on the welcome page. I'm gonna create my OSC account correct?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, and I'm gonna hit group.
[CUSTOMER][NEUTRAL] And put in all your information.
[CUSTOMER][NEGATIVE] I thought for sure it was the email but apparently not.
[AGENT][NEUTRAL] Possibly I would also I don't know um if you're seeing certain boxes that do or do not have the little asterisks um if you see that go ahead and only fill out the boxes that have the asterisks there.
[CUSTOMER][NEUTRAL] OK, that would just be the group number and the email.
[AGENT][POSITIVE] OK yeah let's give that a shot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know that you can get away without the state so it doesn't have an asterisk, but.
[CUSTOMER][NEUTRAL] Yeah, I think you have to, um.
[CUSTOMER][NEGATIVE] Nope, still get an error.
[AGENT][NEUTRAL] So, OK, I'm gonna verify the spelling of the email address that we've got that was [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that's [PII], it's, yeah, so that's um [PII].
[CUSTOMER][NEUTRAL] At your
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so that is all correct OK so let's give me just a moment I'm going to take a look at another with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, nothing is going well.