AccountId: 011433970860
ContactId: 9203b60f-6545-4c7c-906d-78f0ced7f5e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515669 ms
Total Talk Time (AGENT): 177023 ms
Total Talk Time (CUSTOMER): 106390 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/9203b60f-6545-4c7c-906d-78f0ced7f5e8_20250626T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Pan American Tool Corporation, and I am trying to, um, get into the I guess the you guys have a new portal.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to get in but it's saying that it doesn't recognize my information and I put in all of our information.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your group number?
[CUSTOMER][NEUTRAL] So I need to
[CUSTOMER][NEUTRAL] 22108.
[AGENT][POSITIVE] Thank you and then what is your callback number just in case the call is dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Ms. [PII], can you just verify some information for me? Can you give me your physical address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me the phone number that's on the um group for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. All right, let me go in and see if I can help you get in.
[AGENT][NEUTRAL] Just give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so what I want you to do, Ms. [PII] is clear out your browser for me.
[AGENT][NEUTRAL] And then we're gonna type in the online service center email I mean website address so once you've got it cleared let me know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're gonna type in [PII] D.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me know when you get to the welcome screen.
[CUSTOMER][NEUTRAL] Welcome to the OSC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on create your OSC account.
[AGENT][NEUTRAL] And once you get to the next screen I only want you to enter your group number and your email address, leave the rest of the fields blank.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then click next.
[AGENT][NEUTRAL] When you get to the next screen, let me know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says complete your account set up.
[AGENT][NEUTRAL] OK, so now you're going to.
[AGENT][NEUTRAL] Put in your email address and you're going to get a verification code that comes to your email and it does take a little while for it to get.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To you, so if you can do that for me and click on send code.
[CUSTOMER][NEUTRAL] OK, I clicked on send code.
[AGENT][NEUTRAL] OK, and once you receive your.
[AGENT][NEUTRAL] code you're gonna put it in and you're gonna verify the code.
[AGENT][NEUTRAL] After you verify the code you're gonna set up your password only and leave the rest of the fields blank.
[AGENT][NEUTRAL] And then continue.
[CUSTOMER][NEUTRAL] Verify code and then OK you said once um.
[CUSTOMER][NEUTRAL] I'm going to do what now set up.
[AGENT][NEUTRAL] Once you
[AGENT][NEUTRAL] Set up your password, choose what you want your password.
[AGENT][NEUTRAL] And then leave the rest of the fields blank where it asks for name and surname, leave those blank.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] It should take you to the screen where you can uh click on the terms.
[CUSTOMER][NEUTRAL] Right yeah.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I confirmed it.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] I confirmed it um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Then it'll take you back, you'll have to log in with your email address and your password and it should take you to the dashboard.
[CUSTOMER][NEGATIVE] Yeah, it did take me to the dashboard and now it's telling me to.
[CUSTOMER][NEUTRAL] OK, verification is necessary, please click.
[CUSTOMER][NEUTRAL] So now he wants to send me another verification code?
[AGENT][NEUTRAL] Yes, you'll need to log in, yes ma'am, you'll need to log in for the first time we just set it up just now, so you'll need to log in for the first time and I'll send you another verification code.
[CUSTOMER][NEUTRAL] To my email?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And every time you log in you will get that verification code.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] Prompt
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, sounds like you're in.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. If you have any other questions or concerns, please feel free to pick up the phone, Ms [PII], and we'll walk you through it again if we need to, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh are you?
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you same to you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.