AccountId: 011433970860
ContactId: aa0fe047-df21-452c-8a64-6ea6e8909b4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2030680 ms
Total Talk Time (AGENT): 270787 ms
Total Talk Time (CUSTOMER): 262919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/aa0fe047-df21-452c-8a64-6ea6e8909b4c_20250606T18:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's, uh, my name is [PII], and I'm calling from um Educational Federal Credit Union. I have spoken to actually 2 or 3 people at this point in regards to our group not being able to create an account after you guys, uh, changed your login information this past weekend. I received an email that someone tried to contact me via telephone but was not able to. I
[CUSTOMER][NEGATIVE] And I'm having issues with um my calls being transferred to my cell phone. So I'm just calling back to see if there's anything that we can do to resolve this issue. I tried to create the account again and it just, I got the same error.
[AGENT][NEUTRAL] Yeah, um, so let me see who reached out to you again, we do apologize for the inconvenience. Um, we've been having a lot of issues with the website since it launched. Um, may I have your group number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. That is 23993.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify a good contact number in case we're disconnected, um, the group name and your email address.
[CUSTOMER][NEUTRAL] Um, the group name is Educational Federal Credit Union. Um, the email address is [PII].
[CUSTOMER][NEUTRAL] And let me give you the cell phone number instead of my office number. Bear with me for a second.
[AGENT][NEUTRAL] Sure, I know.
[CUSTOMER][NEUTRAL] Uh, I don't call myself.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] It's totally fine.
[CUSTOMER][NEUTRAL] All right. That is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, and you, is it alright if I place you on just a brief hold? I'm just trying to see who um sent the email so I can try to get you back to them. All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I'm so sorry for the wait. I'm speaking with my um supervisor now. I'm trying to see how to get you to someone in the tech department, um because I I saw in the note that we called you and, and you've been emailing, so I'm trying to see if I can get someone to help you now while we're on the phone.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I am not IT. It's the caller, the EMPL contact so if we try to set up the account to the password, we can't get to the oh, get to the OK.
[AGENT][NEGATIVE] The screen then it's sent the call is not entering correctly.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is this?
[AGENT][NEUTRAL] What you got?
[AGENT][NEUTRAL] Why is it more expensive here?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello Aman.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Alright, thanks so much for holding. I apologize for that wait. So, let me do this because I just went through the steps and it's letting me get to the password screen. If we can get to the password screen on your end, then um the error is, is, is fixed. Um, are you on the online service center now?
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You know what, let me delete my cookies as well.
[CUSTOMER][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] A delete router, OK.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Let's start over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. So I click on create your OSC account, correct?
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] All right. So then I click on group cause I am doing the account for our uh group.
[CUSTOMER][NEUTRAL] And I enter my group number 23993.
[CUSTOMER][NEUTRAL] Uh, my email.
[CUSTOMER][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] That's [PII]. I don't need to enter any other information, just the group number on my email, right?
[AGENT][NEUTRAL] No, you need to enter everything on that screen.
[CUSTOMER][NEUTRAL] OK. 1183.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's loading. I click next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should give you a screen um saying a validation code and then letting you do your password.
[CUSTOMER][NEUTRAL] OK. It's still loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Nope. This is error. No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] All right. So something that you're entering is not matching what we have on file because it let me go straight through. So let's go one by one. The group number, um, can you refresh your screen to the beginning?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. So the group number is 23993.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ZIP code is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The phone number is [PII], no, sorry.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] City of [PII]
[CUSTOMER][NEUTRAL] State of [PII]. And the email on record is my email, [PII].
[AGENT][NEUTRAL] Mhm. And when you click next, what happened?
[CUSTOMER][NEGATIVE] When I click next, it takes a little while to load and once it loads, I get that error message stating that there's no um there's no one on file um with that information.
[AGENT][NEUTRAL] What browser are you using?
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] OK, hold on one moment because it's letting me go straight through to your password, so I gotta figure out what's being entered differently.
[CUSTOMER][NEUTRAL] Do you want me to try a different browser?
[AGENT][NEGATIVE] Um, you can. I'm using Chrome as well, and it's not giving me.
[AGENT][NEUTRAL] That error, um.
[CUSTOMER][NEUTRAL] OK, I have Firefox. I have.
[AGENT][NEUTRAL] Let's see, I just wanna try it again. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because mine goes straight to complete your account set up.
[AGENT][NEGATIVE] I don't wanna click um.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And you're, when you're using which role best describes you, you're using group, right?
[AGENT][NEUTRAL] I'm just trying to figure out what's different than what I'm entering, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the phone number [PII], [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then [PII] and next. I don't know. I'm not getting an error. Um, there's something that's not matching on your end. I don't know.
[AGENT][NEUTRAL] I don't know how to figure this out cause it's working. Um.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Firefox and I can take a screenshot of the information I enter and email it to you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, do you want to try, you can try it on safari, or I'm sorry, um, did you say you had safari?
[CUSTOMER][NEGATIVE] I, I did, I, I just tried it and it's the same thing, same error.
[AGENT][NEUTRAL] Firefox
[CUSTOMER][NEUTRAL] And it's not like
[CUSTOMER][NEGATIVE] I'm being blocked from going to, to, you know, to the next screen or anything because I was thinking maybe since we have so many like restrictions and a firewall and whatnot, it's just that I get pop-up error message.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Doing this, I am not IT.
[AGENT][NEUTRAL] We need to have a process. Who is the contact for when they call back from Tory?
[AGENT][NEUTRAL] Get them over there, handle the business.
[AGENT][NEGATIVE] She's frustrated. I'm frustrated by the experience.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thanks again for holding. I just sent a verification code to your email address, the Edfed. Can you let me know what that code is?
[CUSTOMER][NEUTRAL] Uh, OK. I, I actually, I just, I received a notification. I have a meeting in 2 minutes.
[AGENT][NEUTRAL] OK, did you want me to go ahead and set it up with like a generic email and just send it to you and you can not email, password and then you can reset it?
[CUSTOMER][NEUTRAL] Sure, yeah, yeah.
[AGENT][NEUTRAL] OK, just let me know what that code is and then I can um I'll do the rest and I'll just email it to you so you can go to your meeting.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, and it came from Microsoft on behalf of American Public Life, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. It's [PII].
[AGENT][NEUTRAL] OK, so I'll go ahead and just give you a generic password and then you can go in, the account will be set up and then you'll be able to reset it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm gonna send you an email.
[CUSTOMER][POSITIVE] Oh, that will be great. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I'm so sorry for this experience and the um delay, but we're, we're hopefully this will be a resolved for us.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help, OK?
[AGENT][POSITIVE] You're welcome. Yes, thanks for calling APL. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You too. Thanks. Bye.