AccountId: 011433970860
ContactId: a67ff813-0182-438e-8435-a809810d550c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149080 ms
Total Talk Time (AGENT): 82719 ms
Total Talk Time (CUSTOMER): 76495 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a67ff813-0182-438e-8435-a809810d550c_20250610T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um I'm trying to log into our account and it looks like the online service center the log in has changed because it's asking me for my email address, but I've never used that to log in before.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, OK, so, uh, first of all, I am very sorry about the confusion, um, just last week, uh, our website did undergo quite a big change and with that change everyone is now having to create new accounts.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you would just essentially re-register it all the same information, of course, um, but the biggest difference is going to be after you register you would no longer use a user name you would just sign in with that email but you would have to register again first.
[CUSTOMER][NEUTRAL] OK, so I'm try I'm trying to create a new account because I did follow that prompt, but when I, when I put in my email and my group number it's not it says user not found.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so, and this is for.
[CUSTOMER][NEUTRAL] So I don't know if there's a.
[AGENT][NEUTRAL] I'm sorry, um, this is for a.
[CUSTOMER][NEUTRAL] This is for.
[AGENT][NEUTRAL] Group, sorry, go ahead.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's, it's yeah it's it's for, for a group, um, I'm the benefits admin, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, so, um, we have been having a quite a bit of issues with that lately um if you would, um, I'm not sure what you will have tried, um, but try just filling out the fields that have the asterisks, um, any other field that doesn't have an asterisk, go ahead and leave blank.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so would I, so when it says which role best describes you, would I put group?
[AGENT][POSITIVE] Group, yes, absolutely.
[CUSTOMER][NEUTRAL] Well, insure, OK, alright, so group, group number 21,110, um, email on record.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, now it says complete your account set up. Alright, I think I, alright, I think I got it.
[AGENT][NEUTRAL] Cool, OK, yeah, I'm not quite sure what that is about, but.
[AGENT][POSITIVE] Yeah, I'm so sorry about all the confusion and everything.
[CUSTOMER][POSITIVE] OK, alright, well it looks like I'm on the right track. No, no, all, all good, all good, thank you so much. OK, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, of course if you have any other questions, give us a call back, have a great rest of your day.
[CUSTOMER][POSITIVE] Alright great thank you. OK, you too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.