AccountId: 011433970860
ContactId: a38ba400-ab99-4887-8180-2cfe5f707638
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426459 ms
Total Talk Time (AGENT): 98941 ms
Total Talk Time (CUSTOMER): 164733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a38ba400-ab99-4887-8180-2cfe5f707638_20250610T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], hi, my name is [PII]. Our group number is 983 7 and I was going online to um.
[CUSTOMER][NEGATIVE] To look for something under the um website and y'all must have changed your website because it's not allowing me to log in it said there's no one here by that name.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] They can't find my email or anything.
[AGENT][NEUTRAL] OK, uh, let me verify, um, [PII], do you have the address for your account?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and then what is a good telephone number for your group?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Area code [PII]. Our group number is 983 7.
[AGENT][NEUTRAL] And then what's the email for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so when you're on the new website, you'll go to create your OSC account.
[AGENT][NEUTRAL] You'll have to start over again and create a new account.
[CUSTOMER][NEGATIVE] Well, I tried and it wouldn't allow me to and now I'm locked out.
[AGENT][NEUTRAL] OK, um, did it, what error did it give you?
[CUSTOMER][NEGATIVE] Said I've tried 4 times and uh that was I had to call uh care team.
[AGENT][NEUTRAL] OK, and you were doing create a new account?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do y'all show our zip is [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I mean that's I have group number 983 7 zip code [PII] our phone number [PII] uh email on record should [PII] uh and state of [PII] hit next.
[CUSTOMER][NEGATIVE] And it said error no user fan with the information that was entered.
[AGENT][NEUTRAL] And you're picking group
[CUSTOMER][NEUTRAL] Um, let me see what I'm picking.
[AGENT][NEUTRAL] I was able to get to entering the email.
[CUSTOMER][NEUTRAL] Yes, I was in the group.
[AGENT][NEUTRAL] Can you clear like your history on your browser?
[CUSTOMER][NEUTRAL] Well, if I do that it's gonna clear everything.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] What are, what uh browser are you using?
[CUSTOMER][NEUTRAL] Uh, Firefox.
[AGENT][NEUTRAL] OK, so you're not using Chrome or um Edge or Safari?
[CUSTOMER][NEUTRAL] I mean I can but yeah no I haven't mm mm.
[AGENT][NEUTRAL] OK, will you try with, will you try with one of those browsers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you hold for just a moment? I'm by myself.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][POSITIVE] Hello? OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm back at the home page. I'm I'm going to group.
[CUSTOMER][NEUTRAL] When to next.
[CUSTOMER][NEUTRAL] And our group number is 983 7 that that hasn't changed, right?
[AGENT][NEUTRAL] Correct, yeah, 983 7. I've got 70616. Phone number [PII].
[AGENT][NEUTRAL] Um, C like Charles, email on record [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then state is [PII].
[CUSTOMER][NEUTRAL] OK, I had to use Chrome.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So Firefox must not be.
[AGENT][NEUTRAL] Uh, no, like the three we support, yeah, Safari, Chrome, and Edge.
[CUSTOMER][POSITIVE] They are good.
[CUSTOMER][NEUTRAL] OK alright well uh while I have you on the phone, my, um, the secretary treasurer of our company is, uh, doesn't have her cards and I wanted to see um if I could get some maybe email to her.
[AGENT][NEUTRAL] Sure, um,
[CUSTOMER][NEUTRAL] Her name is um I don't know how it is on the account it's either under [PII] or [PII].
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK, yeah, I'll get those uh cards emailed over to the email on file. Let me make sure.
[CUSTOMER][NEUTRAL] You can email them to me and I can forward them or uh or I can give you her email address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We've got [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK. All right. I'll get those sent over right now. Just take me a few minutes.
[CUSTOMER][POSITIVE] OK, thank you so very much and I appreciate your help getting me uh set up.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am, everything is good thank you have a good day.
[AGENT][POSITIVE] Thanks for calling. Thanks for calling APL. I hope you have a great day too.
[CUSTOMER][NEUTRAL] Mhm bye bye.