AccountId: 011433970860
ContactId: 8dc00b89-0d06-4c63-a0d5-c45d259efe97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625520 ms
Total Talk Time (AGENT): 143851 ms
Total Talk Time (CUSTOMER): 182320 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8dc00b89-0d06-4c63-a0d5-c45d259efe97_20250602T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to log into I guess the new website or whatever and it's not letting me in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I
[AGENT][NEUTRAL] OK, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat it? I have [PII]. What was the rest?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you, um, calling on behalf of a group or a provider or just, OK, the provider, the group? OK, what's the group number?
[CUSTOMER][NEUTRAL] Yes, group.
[CUSTOMER][NEUTRAL] 241-62.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Can you verify the name and address and phone number?
[CUSTOMER][NEUTRAL] [PII] Inc. [PII].
[CUSTOMER][NEUTRAL] Oh, I see what I just did. I think I know what happened.
[CUSTOMER][NEUTRAL] No, no, I didn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's not letting me create a new thing.
[AGENT][NEUTRAL] It's not letting you. OK, let me see what's going on.
[CUSTOMER][NEUTRAL] Oh, because I have the wrong zip code and that's why.
[AGENT][NEUTRAL] OK, uh, do you wanna go ahead and try it while we're still on the phone?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Yeah, it says it can't seem to find my account.
[AGENT][NEUTRAL] You can't find it. OK.
[CUSTOMER][NEUTRAL] So should I have forgot password yet because I never logged in before with my email. I always had a username.
[AGENT][NEUTRAL] Yes, uh, we, we recently got a new, um, portal we revamped it and we did it, so you have to re-register.
[CUSTOMER][NEUTRAL] Right now.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Give me just a moment, let's see.
[AGENT][NEUTRAL] What's the email that you put in?
[CUSTOMER][NEUTRAL] Office at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanted to verify and make sure.
[AGENT][NEUTRAL] And what's the phone number that you included?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do apologize. I'm just verifying to make sure that everything we have is correct.
[AGENT][NEUTRAL] And you tried zip code [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it looks like I'll need to put in an IT request for you. Um, is there, would you rather us email you or call you?
[CUSTOMER][NEUTRAL] You could email me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] And did you, did you make sure that you cleared your cache and your history and everything when you tried?
[CUSTOMER][NEUTRAL] Is more
[CUSTOMER][NEUTRAL] What do you mean my
[AGENT][NEUTRAL] In the browser?
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Mm, I think I was in the same thing.
[AGENT][NEUTRAL] Um, OK, and you clear, yeah, clear the history and let's see if that works. Sometimes it could be the cash or the cookies that you've used.
[CUSTOMER][NEUTRAL] I can try it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, now it's different.
[CUSTOMER][NEUTRAL] Because because now it's asking to send me a verification code and.
[AGENT][NEGATIVE] Is it still not working even after that?
[CUSTOMER][NEUTRAL] No, I didn't get there yet.
[AGENT][POSITIVE] Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] I just said it's different than.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's asking me for a display name and a given name and a surname.
[CUSTOMER][NEUTRAL] Do I have to do it? I could just.
[AGENT][NEUTRAL] Um, no, you shouldn't have to do that.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Where did it just go?
[CUSTOMER][NEUTRAL] Right now it just it's gonna send me a verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] And then it says email address you can.
[CUSTOMER][NEUTRAL] Oh boy, wait, they're processing it.
[CUSTOMER][NEUTRAL] No, I guess it's working.
[AGENT][NEUTRAL] Is it working?
[CUSTOMER][NEUTRAL] It says I've been created, yep.
[AGENT][NEUTRAL] OK, alright, um, and did you check to make sure that you got the verification code?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I had to put it in already, but now it's asking me again for trying to log in.
[CUSTOMER][NEGATIVE] But I have to have to get a new one every time I log in?
[AGENT][NEUTRAL] No you shouldn't you just click it once and then you'll use the verification code that it gave you um sometimes if you, if you click it multiple times it'll keep sending you new verification codes and you'll have to use the newest one that you get um.
[AGENT][NEUTRAL] I don't know how you did it. Yeah, you just clicked it one time.
[CUSTOMER][NEUTRAL] Right, but I didn't.
[CUSTOMER][NEGATIVE] And now it's bringing me back into log in.
[CUSTOMER][NEUTRAL] Now it's asking me to send another verification code.
[CUSTOMER][NEUTRAL] But then when I go back to it, let's see.
[CUSTOMER][NEUTRAL] When I go back to it it's probably not gonna be there nope when I go back it's back into the log in.
[AGENT][NEUTRAL] OK, so you are able to get the verification code, but it's not letting you go after the verification code, correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Wait a second, it was.
[CUSTOMER][NEUTRAL] Right and.
[CUSTOMER][POSITIVE] Cascadian Farm epic and select snacks this time through [PII]. Save on delicious snacks and bites for the whole family.
[CUSTOMER][NEUTRAL] Last in terms of.
[CUSTOMER][NEUTRAL] Per.
[CUSTOMER][NEGATIVE] I think I did it too many times now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, let me just try this now.
[CUSTOMER][NEUTRAL] Your family
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the handle.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] think
[CUSTOMER][NEUTRAL] I think I'm in, but it's taking a while to.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] It worked.
[CUSTOMER][POSITIVE] I'm in thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright well thank you so much for calling APL. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, uh thank you so much for calling APL. OK.
[CUSTOMER][NEGATIVE] Unless I can't figure out how to use it.
[CUSTOMER][POSITIVE] All right thanks all right.
[AGENT][POSITIVE] Alright, I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thanks bye bye.