AccountId: 011433970860
ContactId: a0bec53d-be0a-419b-8a4d-ca7c15ffea60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95180 ms
Total Talk Time (AGENT): 33708 ms
Total Talk Time (CUSTOMER): 32469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/a0bec53d-be0a-419b-8a4d-ca7c15ffea60_20250619T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ah yes, good morning. I'm trying to uh access through the online, but they say uh they asked me to reset the password, but when I put my email they say they don't recognize. Can you help me with that? I have the group number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] No worries. OK, so I will begin by saying, uh, well, and of course apologizing for the confusion, um, so our website recently underwent quite a big change and with that change all users are now having to create new accounts so you would go like you're a new user, um, select group of course put that information in, but you would have re-register that's why it's not allowing you to uh log in.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm so sorry for the confusion.
[CUSTOMER][NEUTRAL] OK, that means what.
[CUSTOMER][NEUTRAL] Oh, OK, so now, where they say create, create your OST account, so they have to click.
[AGENT][NEUTRAL] You would just
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.