AccountId: 011433970860
ContactId: d6a3df59-04ec-4168-b1ad-9f915e1cfb4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271459 ms
Total Talk Time (AGENT): 37268 ms
Total Talk Time (CUSTOMER): 145414 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d6a3df59-04ec-4168-b1ad-9f915e1cfb4b_20250620T22:07_UTC.wav
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[CUSTOMER][NEUTRAL] OK, now you're ready? 321.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? It's [PII]. We just spoke and I, uh, it's kind of strange. I put it in my group number, phone number, email address, and then I hit next and it says error. Uh, I see see the prompt that says error and to call this number and hit option 4. I'm not sure.
[CUSTOMER][NEUTRAL] Um, what happened or what may have prompted this?
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] Sure, it is 26,310.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] So did it let you create a password or no?
[CUSTOMER][NEGATIVE] It did, and then what ended up happening is that when I made it, it froze, and then I mean the site just literally froze the strangest thing so I was like, OK, let me try this again and then that's when I put in the same information and then I hit next and then it wouldn't let me get past that screen. That's when I gave me the the pop up window.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, uh, it looks like you might need to start over because I was able to get to the next step. So can you go to
[CUSTOMER][NEUTRAL] Yeah, that's a
[CUSTOMER][NEUTRAL] this.
[AGENT][NEUTRAL] Um, the website again.
[CUSTOMER][NEUTRAL] OK, so just create your OSC account and group, OK. You got it. Alright, uh, it says complete your account set up, so that's good news there, um, for it says create new password and then also there's a big blue button that says send verification code. Uh, what do you suggest I do?
[AGENT][NEUTRAL] Hi group
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And then all you have to enter on the next one is your group number and email, no, no other information.
[AGENT][NEUTRAL] Oh, so enter your email and then send verification code?
[CUSTOMER][POSITIVE] We are like a few kind of get because like it has a circle shape. yeah, that's a good deal you test it out.
[AGENT][NEUTRAL] And once you get your verification code.
[CUSTOMER][POSITIVE] OK, let's will this air can up.
[AGENT][NEUTRAL] Um, then you can create your password.
[CUSTOMER][POSITIVE] Thank you for your help, by the way.
[AGENT][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] Alright, so I did receive the verification code. I put it in and now it says either I change email or new password, and I guess I go ahead and put the new password. Alright, sounds good.
[CUSTOMER][NEUTRAL] Right here.
[CUSTOMER][NEUTRAL] Do I need to put display name, given name, or surname. There's uh 3 rows. Well, can I just leave those blanks? OK, thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] those links, yep.
[CUSTOMER][NEUTRAL] Like that.
[CUSTOMER][NEGATIVE] It's slowed down by the trash can.
[CUSTOMER][NEUTRAL] We have 2.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] A. Yes, we have a stone, a vortex. What is a vortex? That's a really good question.
[CUSTOMER][POSITIVE] Alright, so the silence is that it just, it brought me, this is good news. I mean, it brought me to where I needed to ask for a verification code again, but I was able to make some advancements. I'm just waiting for the, the new code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] So