AccountId: 011433970860
ContactId: d17c9475-0fc2-4afb-bf93-a2580c810dde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506640 ms
Total Talk Time (AGENT): 91458 ms
Total Talk Time (CUSTOMER): 158990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d17c9475-0fc2-4afb-bf93-a2580c810dde_20250617T14:43_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]. My name is [PII]. I'm actually a
[CUSTOMER][NEUTRAL] Um, I don't know, group administrator I guess you would say, um, and I cleared out some of my cache and deleted my login and password somehow or another for APL. Can you help me with getting that reinstated or finding out what it is or something?
[AGENT][NEUTRAL] OK, um, do you have your, uh, group number?
[CUSTOMER][NEUTRAL] Sure, 221-96.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and then can you verify your group's uh address?
[CUSTOMER][NEUTRAL] Um, from your bill it is PSL rehabilitation Health [PII].
[AGENT][NEUTRAL] OK, [PII] and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, so if you're at [PII].
[CUSTOMER][NEUTRAL] That's where I'm at the log in.
[AGENT][NEUTRAL] Um, so have you recreated an account in the last two weeks?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so you're gonna have to go to create your OSC account. We've upgraded our website, so.
[CUSTOMER][NEUTRAL] Oh, that's what's going on. You made me think it was me.
[AGENT][NEUTRAL] Oh, so you'll go to create your OSC account. You'll be the, um, group.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Should just be able to complete the asterisk field, the group number and the email on record which the information you just provided me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So now I'm gonna go to.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I take 4 weeks in advance for my daughter's birthday, and she denied it.
[CUSTOMER][POSITIVE] Alright, it's uh moved me along finally.
[AGENT][NEUTRAL] OK, uh, just FYI it will, it'll ask you to send a verification code. You'll enter that, create your password once that's complete.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Gonna ask you to log back in again and it's gonna ask to send another verification code so initial process is a two factor verification process.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEGATIVE] It's telling me claim not verified email address.
[AGENT][NEUTRAL] Um, did you enter the verification code that that it's asked to send a verification code?
[CUSTOMER][NEGATIVE] Yep, it asked to send one. I copied and pasted it and now it says claim not verified email address in red.
[CUSTOMER][NEUTRAL] Um, to create your account.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, now it's doing something, hold on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So I went to my email to grab the new code and then when I come back to APLOSC it's just on log in and it's doing circles.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So did it get you to the next step of continue and then it asks it sent a verification code then asked you to create your password or were you able to create the password?
[CUSTOMER][NEUTRAL] It allowed me to create a password and then it went back to a screen that said log in and then it tried to do a verification and then when I come back it's at log in and going in circles.
[AGENT][NEUTRAL] Yeah, pull up our admin site, just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you can try to just
[AGENT][NEUTRAL] Um, exit out of it and then go back to log in.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Then it should send another.
[CUSTOMER][NEUTRAL] It goes to log it goes to log in.
[CUSTOMER][NEUTRAL] I hit the button and it says verification is necessary, please click send button and it has my email address just in there.
[CUSTOMER][NEUTRAL] So I'm hitting send verification code.
[AGENT][NEUTRAL] Might take just a minute for the code.
[CUSTOMER][NEUTRAL] Oh, I think I see what I was doing wrong now at least.
[CUSTOMER][POSITIVE] Alright, it's walking me through, so it must have allowed me to get in, so I'm good to go.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] I think that is it. Thank you so much for your assistance. I truly appreciate you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][POSITIVE] Thanks bye bye.