AccountId: 011433970860
ContactId: a60bfa25-2dfd-414d-97ae-fa65cf0576be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 846940 ms
Total Talk Time (AGENT): 261214 ms
Total Talk Time (CUSTOMER): 170522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a60bfa25-2dfd-414d-97ae-fa65cf0576be_20250623T21:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi. I am trying to log into the online service center and I'm not having much luck. It looks like y'all might have changed your log in.
[AGENT][NEUTRAL] Yes sir, everybody has to create a new um account.
[CUSTOMER][NEUTRAL] OK, when I clicked create OSC account and put in my group information it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Didn't let me go any further than that.
[AGENT][NEUTRAL] OK, let's start with the group number.
[CUSTOMER][NEUTRAL] I'll tell you what it says.
[CUSTOMER][NEUTRAL] OK, the group number is.
[CUSTOMER][NEUTRAL] 237777.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All [PII], [PII], let me get that pulled up real quick.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, perfect. All right. Um, can you verify the billing address, please?
[CUSTOMER][NEUTRAL] Crime on
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And what about the um your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and um what phone number should we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, good deal. Is that a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright perfect thank you [PII]. OK, so what um so when you put in the when you clicked on group and then you put the group number in your email and all the other what did it give you an error message or what did it say?
[CUSTOMER][NEUTRAL] Uh, I'm gonna tell you in a sec, yep, error no user was found with the information that was entered.
[AGENT][NEUTRAL] All right, so go back, um.
[AGENT][NEUTRAL] And only fill in the group number box and the email on record box. Don't put anything else in any of the other boxes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And see if it gives you a different um.
[AGENT][NEUTRAL] Gives you something different.
[CUSTOMER][NEUTRAL] OK, I already have [PII] in here and it won't let me take that out. Can I leave that?
[AGENT][NEUTRAL] Um, yeah, yeah, you can leave that there.
[CUSTOMER][NEUTRAL] The state
[CUSTOMER][NEGATIVE] Uh, same error. I can go completely back and start over if you'd like.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that'll be perfect.
[CUSTOMER][NEUTRAL] Uh, [PII] is already in here.
[AGENT][NEUTRAL] OK, let me try to do it on my end real quick.
[CUSTOMER][NEUTRAL] Even when I go back.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can see.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I got to it where it doesn't have the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] State
[CUSTOMER][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] No, still get there.
[AGENT][NEUTRAL] OK, let me see if I can do it on my end. And it's [PII] [PII] [PII] [PII] [PII] [PII] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, [PII] [PII] [PII] [PII] I could spelled correctly, [PII]
[AGENT][NEUTRAL] Done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna be sending or a verification code. It's gonna be coming to your email in just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you will let me know what that verification code is.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright [PII], I've gotten that account um set up for you so um you can go back to your login screen and click log in and that's where you'll put your um your email address, uh, a pop up will come up and um.
[AGENT][NEUTRAL] Have you send another verification code to your email. It should be the last time that you have to do it, um, but you'll put that verification code in and your password for now is the word password [PII]
[AGENT][NEUTRAL] The number [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, I'm waiting on the verification.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We are experiencing an issue retrieving your data. Please try again later. I'll call customer service.
[AGENT][NEUTRAL] Um, click OK and try doing it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh it won't let me go back.
[CUSTOMER][NEUTRAL] It's keeping me on this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe should I log out it it gives me uh it says profile and log out on the upper right.
[AGENT][NEUTRAL] Yeah, try log out and yeah and start over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've had several people get that. I don't know why it's popping up that error message today, but it's definitely been.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, ticky today.
[CUSTOMER][NEUTRAL] It's sending me another verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, I'm getting the same thing experiencing the issue.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right. Let's try, you'll get a verification code one more time.
[CUSTOMER][NEUTRAL] OK, so log out
[AGENT][NEUTRAL] Mhm. Or click on click on profile.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Oh, too late. I already logged out.
[CUSTOMER][NEUTRAL] I just got another code. Did you request this one? [PII].
[AGENT][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I was able to log in.
[AGENT][NEUTRAL] Alright, so now with that being said, let me get out, um.
[AGENT][NEUTRAL] Let's try it one more time.
[CUSTOMER][NEUTRAL] OK, with the password [PII], right?
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] Same thing.
[AGENT][NEUTRAL] OK, click on profile instead of log out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like something wants to come up, but.
[CUSTOMER][NEUTRAL] It's pretty much a blank screen other than APL and help on the left and contact.
[AGENT][NEUTRAL] OK, um, alright, so let's try um clearing your um cash, whatever it's called.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and trying it again.
[CUSTOMER][NEUTRAL] 868.
[CUSTOMER][NEUTRAL] Your email address is verified. You can now continue clicking continue.
[CUSTOMER][NEUTRAL] It brings me to the [PII] with the we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] Steel? OK, alright, what I'm gonna need you to do is take a screenshot of that, um, and email it to me so I can um get our IT department to take a look at it because um like I said we I had some groups earlier get that same um error message but they were able to end up logging in.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so it's got to be something with the system.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] 23, where do you want me to send that?
[AGENT][NEUTRAL] All right, and, uh, it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's on its way.
[AGENT][NEUTRAL] Alrighty and once I get that, like I said, I'll get that sent over to our IT department so they can take a look and once I hear something hopefully uh in the morning they will let me know what to do and I will email you back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that'll be it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good rest of the day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you