AccountId: 011433970860
ContactId: be472f56-f8d5-4a0f-8197-9ebf8322e42a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194570 ms
Total Talk Time (AGENT): 51961 ms
Total Talk Time (CUSTOMER): 54357 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/be472f56-f8d5-4a0f-8197-9ebf8322e42a_20250602T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just going online to look something up and I see that your website changed and everything and I can't log in.
[AGENT][NEUTRAL] OK, um, yeah, so we did launch a new site uh a few days ago, so you're gonna have to create a new login uh for the, the site.
[CUSTOMER][NEUTRAL] OK, so I don't have an email that I used to sign in with. I just had a user name.
[AGENT][NEUTRAL] The username. OK, let's look at your policy and do you know the email that you have on file with us? Because you'll just need to use the same one.
[CUSTOMER][NEUTRAL] Yeah, well, that would be my email, so.
[AGENT][NEUTRAL] OK, yeah, so that's OK.
[CUSTOMER][NEUTRAL] But I just never signed in with my email before it was always a user name.
[AGENT][NEUTRAL] Yeah, your email is gonna.
[AGENT][NEUTRAL] Yeah, the email is gonna be the username now going forward instead of the username you had created in the past.
[CUSTOMER][NEUTRAL] OK, so I have to create like a new account here?
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] Mhm, yeah, you'll click create your or excuse me, create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it's asking me if I wanna leave the page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To complete the setup.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] So I'm gonna need a new password or use my old one?
[AGENT][NEUTRAL] Yeah, you'll need to create a new password.
[CUSTOMER][NEUTRAL] OK, so it's asking for the password.
[CUSTOMER][NEUTRAL] It's not asking me to create one let me see.
[CUSTOMER][NEUTRAL] Uh, and I just left and got out, so.
[CUSTOMER][NEGATIVE] And now won't let me back in alright well I'll give it a shot instead of keeping you on the phone.
[AGENT][NEUTRAL] OK, if you have any other issues, please call us back, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.