AccountId: 011433970860
ContactId: 90425188-4ea4-4a76-8019-f4e6cedc99b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 717380 ms
Total Talk Time (AGENT): 229936 ms
Total Talk Time (CUSTOMER): 318229 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/90425188-4ea4-4a76-8019-f4e6cedc99b5_20250604T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I can't seem to log into the uh website and it's, it's giving me error message. It says um it's almost like I don't exist email address verify, oh sorry, it says an account could not be found for the provided user ID and I know I had this problem last time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, um, name is spelled [PII] Contact number is [PII].
[AGENT][NEUTRAL] And are you calling on behalf of a provider or a group?
[CUSTOMER][NEUTRAL] Uh, group.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] You know I don't have that information.
[CUSTOMER][NEGATIVE] I can't even log in um how about the company name? Hickory mechanical.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK. And real quick, can you spell that for me?
[CUSTOMER][NEUTRAL] Uh, it's Hickory, H I C K O R Y, mechanical M E C H A N I C A L.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you um create and try to create a new account with us since we just got the new website um starting Monday?
[CUSTOMER][NEUTRAL] Oh no, I didn't know that, um, that probably explains it, OK.
[AGENT][NEUTRAL] If you want.
[AGENT][NEUTRAL] OK, um, you'll want to make sure that everything that you enter when setting up your account, um, is what we have in our system.
[AGENT][NEUTRAL] Um, can I get you, we're, we're gonna verify that just to make sure everything is correct.
[CUSTOMER][NEUTRAL] Uh oh. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, yeah, don't worry I'm not gonna just hang up on you, OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] What's the address? I didn't know you guys had a new 10, but you know what, so, OK, so if you still have [PII] on file, and I think it probably went to [PII], she's no longer with the company.
[AGENT][NEUTRAL] OK, uh, so see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And maybe you yeah maybe she got the notification.
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it's spelled [PII].
[AGENT][NEUTRAL] And phone number?
[CUSTOMER][NEUTRAL] Um, uh, the personal number?
[AGENT][NEUTRAL] It's whatever number we have on file.
[CUSTOMER][NEUTRAL] Oh, OK, so it'll be the [PII].
[AGENT][NEUTRAL] OK, so see you are on, um, you are on our system so you will need to be the one to set up the account with the information you just provided me, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can go ahead and give you the group number whenever you're ready because I think I can't remember if you need that or not, but I can go ahead and give it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] 740.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] 740 OK.
[AGENT][NEUTRAL] Yes, and do you wanna go ahead and verify your address that we have on file and see, make sure everything is correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, everything should be ready to go. Um, I do see that you are the one who is on the account. Um, so when you create a new account, you'll go to the same website [PII].
[CUSTOMER][NEUTRAL] Got to love it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, is that an email that just, oh, let me check my junk.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's up, OK, um, I don't see anything come through yet. What would it, will it be like a link of some sort?
[AGENT][NEUTRAL] Um, if you just go to your browser and click and, uh, type in, no, no, you're good. If, if the email went to someone else, you wouldn't be able to find it. That's OK. So go to [PII].
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][POSITIVE] I'm so sorry that was my fault.
[CUSTOMER][NEUTRAL] Yeah, OK, I'm sorry, what was, uh huh, I'm there secure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII] you said?
[AGENT][NEUTRAL] [PII] ends in a [PII], so [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] Right, put a put [PII] in between [PII] and [PII].
[CUSTOMER][NEUTRAL] OK, [PII], yeah, OK.
[AGENT][NEUTRAL] OK, and you'll click on create your LSC account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, uh, is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have this problem. OK, I'm gonna do it again just because.
[CUSTOMER][NEUTRAL] It almost it it looks like it pulled a there was no web link for it, uh a web page for it, so let me try it again sorry um again you said it's AM.
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Uh, public.
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me just close everything out.
[CUSTOMER][NEGATIVE] Delete my cookies.
[AGENT][NEUTRAL] Yeah, and sometimes that is an issue.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah that was weird.
[AGENT][NEUTRAL] You what?
[CUSTOMER][POSITIVE] Yeah, it worked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll go to create new user or new LSC account.
[CUSTOMER][NEUTRAL] Oh with the account, uh huh, then it will be.
[AGENT][NEUTRAL] And you'll do a group.
[CUSTOMER][NEUTRAL] Group.
[CUSTOMER][NEUTRAL] Oh, must be next, OK, OK, so yes, it does ask for the group [PII].
[CUSTOMER][NEUTRAL] [PII] sorry zip code [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And email see [PII].
[AGENT][NEUTRAL] It will be your email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Now I gotta verify my email.
[AGENT][NEUTRAL] And um when you you will need to verify every time you log in now um your username will be the email that you just used um you'll no longer need um the username however it will ask for a display name after you verify your email and that's just so you can keep track of who's on the account um but when you log in it'll be your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] I'm sorry, you did say that the user name is my email, right?
[AGENT][NEUTRAL] Right, my name is just for your purposes. So I would, I would put it as something that you will be able to identify so anyone who enters into your account, like any other group admins you might have, you'll know who it is.
[CUSTOMER][NEUTRAL] Display name, would that go under.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, you won't need it to log in though.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] You'll just see it on the dashboard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got my code.
[CUSTOMER][NEUTRAL] 297-046
[CUSTOMER][NEUTRAL] 10 yeah.
[CUSTOMER][NEUTRAL] Canno Hickory mechanical.
[CUSTOMER][NEUTRAL] It's picking up as it cannot verify my email.
[CUSTOMER][NEUTRAL] Uh, let me try it again.
[AGENT][NEUTRAL] OK, and you did SEE?
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] At [PII], yes.
[AGENT][NEUTRAL] Yeah, that's what we have.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I don't think it needs to be upper case right for the first letter of my name? I can try.
[AGENT][NEUTRAL] Um, it shouldn't. We have it as all uppercase, but I've never had that issue before. Um.
[CUSTOMER][NEUTRAL] OK, let me try all then.
[AGENT][NEUTRAL] Regarding uppercase.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, enter my code again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] A mechanical.
[CUSTOMER][NEUTRAL] OK, it looks like I have to do it again to verify the code because I changed it to all upper case.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it's 288132, verify code.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that was my fault because I, I was supposed to verify the code before I hit continue.
[AGENT][NEUTRAL] Oh OK, is it working for you? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it looks like it is um so I have to agree to the terms and OK now I can go to the dashboard oh but I gotta log back in so let me see if that works.
[AGENT][NEUTRAL] You'll, I think it'll make you log in one more time. You'll need to do the verification code again just because you'll need that every time you log in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I could probably send that to my phone, right?
[AGENT][MIXED] So this is mobile responsive but it's not an app, but um you should be able to, I think it it gives you an option to get text messages.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] But yeah, just in case you will need the verification code um every time. So just make sure um if you don't ever see it to check your spam.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][POSITIVE] OK, OK, looks like I'm in, thank you very much.
[AGENT][POSITIVE] All right, great. Is there anything else I can help you with? OK.
[CUSTOMER][POSITIVE] OK, have a great day. Uh, that is it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.