AccountId: 011433970860
ContactId: 8267b3fe-415f-4c1b-a82e-6d60d68c1ee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194520 ms
Total Talk Time (AGENT): 68028 ms
Total Talk Time (CUSTOMER): 83564 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8267b3fe-415f-4c1b-a82e-6d60d68c1ee2_20250606T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning. Um, my name is [PII] from Moser Trucking.
[CUSTOMER][NEGATIVE] And I am unable to get into my account.
[CUSTOMER][NEGATIVE] It keeps what yeah I, I've been trying we trying to do this on my own and it's not working so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] I need assistance, pardon?
[AGENT][NEUTRAL] Uh, do you have your group number?
[CUSTOMER][NEUTRAL] Yes, it is 16406.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, yeah, we changed our website and uh, uh, upgraded some things. You're gonna have to create a new account, um, let me get into your.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, that I kind of wondered about that. I kind of thought maybe it was something like that.
[AGENT][NEUTRAL] Let me verify a few things that way um you don't have any issues when you're starting to set it up. Um, what is the address for your group?
[CUSTOMER][NEUTRAL] So you'd have
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and then you're [PII], right?
[CUSTOMER][POSITIVE] Yes, I am correct.
[AGENT][NEUTRAL] And then what is the email address associated with your group?
[CUSTOMER][NEUTRAL] Um, it is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what phone number should we have?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, that's all the information, uh, it's matching our system, so if you go to create an account.
[AGENT][NEUTRAL] And then you'll click group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group, OK, let's see.
[AGENT][NEUTRAL] And then enter in the information we just discussed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see, yep.
[CUSTOMER][NEUTRAL] That put that in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now it's bringing me into my password.
[AGENT][NEUTRAL] Yeah, you'll have to recreate that and then it is a two-factor verification, so it'll ask for, it'll send you a verification code the first time once you're successfully in, it's gonna ask for another um to verify again, so it'll send you another code, so.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][POSITIVE] OK, all right, I will try working on this. I appreciate your help on this and if I would.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that should be it. This answers a lot of my questions, so.
[AGENT][POSITIVE] OK. Thank you for calling APL Ms. [PII], and I hope you have a great day.
[CUSTOMER][POSITIVE] I hope you do too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.