AccountId: 011433970860
ContactId: 9c50b025-bae3-4b1d-a084-5f59b400bd70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270119 ms
Total Talk Time (AGENT): 81757 ms
Total Talk Time (CUSTOMER): 103327 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9c50b025-bae3-4b1d-a084-5f59b400bd70_20250602T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, good afternoon. I'm trying to log into our account and I'm unable to, it sends me a verification code, code, but once I put the code and hit continue, it says that an account could not be found.
[AGENT][NEUTRAL] OK, and what is your name and the group number, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and the group number is
[CUSTOMER][NEUTRAL] The group number mm.
[CUSTOMER][NEUTRAL] Let me try to pull up an invoice to see the group number, OK? I apologize for the wait.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group number according to the invoice is.
[CUSTOMER][NEUTRAL] 26914
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] Uh, well management
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, let me do that.
[AGENT][NEUTRAL] OK, I don't show you as been a group contact on this policy, so the group admin will have to set up an account and then have you added on.
[CUSTOMER][NEUTRAL] OK, [PII], are you [PII] by any chance?
[AGENT][NEUTRAL] As contact.
[AGENT][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] OK. So [PII] contacted [PII], uh, who was the group admin, and told him that she changed, she removed his email and she changed the account to be accounting at Bitcoin IRA.
[CUSTOMER][NEGATIVE] But we are unable to log in with this email address. We were, but we no longer able to.
[AGENT][NEUTRAL] And that's the email address I'm showing in our system.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you send me an email to reset the password for the account to get Bitcoin IRA, please?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, that's the email address we have, so, um.
[AGENT][NEUTRAL] Any verification code will be sent to that email address. Did you receive the email with that verification code?
[CUSTOMER][NEUTRAL] So I do, I do.
[CUSTOMER][NEUTRAL] I did and when I put the verification code and click continue, I have a
[CUSTOMER][NEUTRAL] A notification an account could not be found for the provider user ID.
[AGENT][NEUTRAL] Mm, and that's the email address I'm sure. OK, um, did it let you go to the next part where have you put in a password?
[CUSTOMER][NEUTRAL] I do receive the code.
[CUSTOMER][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] No, it says, no. But once I, once I put the verification code and I hit continue.
[CUSTOMER][NEGATIVE] It says an account could not be found even though it did send a verification code.
[AGENT][NEUTRAL] OK, so are you hitting it as create a new account or are you doing it as um
[CUSTOMER][NEGATIVE] No, no, I'm going to log in, not create a new account, log in.
[AGENT][NEUTRAL] You have to, you have to create a new account. Our um OSC system was changed and so you have to log on in the newest, um, as a new account.
[CUSTOMER][NEUTRAL] Why we didn't get any notification that the system changed?
[AGENT][NEUTRAL] Uh, notification has been sent.
[CUSTOMER][NEUTRAL] When?
[AGENT][NEUTRAL] Uh, sometime last week, um, notification was sent out.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am, and if it doesn't work after trying to set up a new account, just give us a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm, bye.