AccountId: 011433970860
ContactId: 83c1db9e-435a-451d-9aee-35929dc60b10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104919 ms
Total Talk Time (AGENT): 66729 ms
Total Talk Time (CUSTOMER): 45248 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/83c1db9e-435a-451d-9aee-35929dc60b10_20250623T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. I am working on your new system here. We have 3 accounts and one of them showed up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Uh, but now I'm getting an error when I go into another second of 3,
[CUSTOMER][NEGATIVE] It says no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, so, uh, this is when you're trying to create an account uh for these other groups, is that correct?
[CUSTOMER][POSITIVE] Right, that's correct.
[AGENT][NEUTRAL] OK, so I will say um with this new change that they do each have to have different email addresses they can't share an email address um.
[CUSTOMER][NEUTRAL] Yeah, I've got a different email address. I have 3 email addresses, yeah.
[AGENT][NEUTRAL] Got it. OK, so then, um, does that match what we have in our system?
[CUSTOMER][NEUTRAL] Yeah, because that's where I get the notifications.
[AGENT][NEUTRAL] OK, so we can go ahead and still get that pulled up because it does have to match what we have. I will say as well one of the little hiccups that we've noticed um with this new change is uh if you would only I don't know if you've tried this or not only filling out the boxes that have an asterisk and leaving the others completely blank so I believe for a group that would simply yeah I think it would just be the group number and then the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't wanna add any extra uh yeah OK that makes sense.
[AGENT][NEUTRAL] Right, I know it sounds silly, but that seems to have worked for multiple users.
[CUSTOMER][POSITIVE] Yeah, that worked. OK, great. um I'll just keep trying, yeah, I'll keep working on these um.
[AGENT][NEUTRAL] Did it work? OK.
[AGENT][POSITIVE] OK, if you run into any other problems definitely give us a call back.
[CUSTOMER][POSITIVE] But I know, I, I know it's, I know what to do. Thank you very much.
[AGENT][POSITIVE] Oh, you are very welcome. Sorry about the confusion have a great rest of your day.
[CUSTOMER][POSITIVE] No worries. OK, you too. Thanks.
[AGENT][POSITIVE] Thanks. Bye-bye.