AccountId: 011433970860
ContactId: e8fea708-ad8b-4642-a515-7411bded8767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626090 ms
Total Talk Time (AGENT): 147463 ms
Total Talk Time (CUSTOMER): 138448 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e8fea708-ad8b-4642-a515-7411bded8767_20250604T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] This is [PII] from Beverly Industries in [PII]. I'm having problems signing on. It's been 3 days since I've been trying to get in here.
[AGENT][NEUTRAL] OK, let's start with your current number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The group number is 26573.
[AGENT][NEUTRAL] um
[AGENT][NEUTRAL] Bear with me here.
[AGENT][NEGATIVE] My computer being slow.
[CUSTOMER][NEGATIVE] Oh, you hurry.
[AGENT][POSITIVE] Exactly, yeah, that, yeah, about right.
[AGENT][POSITIVE] That's about right.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Oh, where is all of my.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] one yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] All right, now.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Senior and he was.
[AGENT][NEUTRAL] I think I'm gonna be cooking with grease. Let's see here.
[AGENT][NEUTRAL] Alright, Beverly Industries, OK, um, [PII], can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] That he had did not.
[CUSTOMER][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] Thank you. And what about the uh your uh email address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and the phone number we should have on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Is that a good phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][NEUTRAL] Same number [PII].
[AGENT][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] OK, so you said you are having problems logging in, um, are.
[CUSTOMER][NEGATIVE] I tried change I tried changing. I forgot, normally it it pulls up my.
[CUSTOMER][NEUTRAL] Email address and my.
[CUSTOMER][NEUTRAL] Password but it's not doing that today so I, I don't remember it so I did the change email address. It sent me a code it let me signed in and now it says an account could not be found for the provided user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you using the new online service center or the old one?
[CUSTOMER][NEUTRAL] Which is.
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, we have recently in the last few days have, um, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] We have a new online service center so if you're trying to log into the old one it's not gonna let you you'll need to um.
[CUSTOMER][NEGATIVE] How would I, how would I know that since nobody thought bothered to tell me.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Emails have been sent out, um.
[AGENT][NEUTRAL] And, and, um, and letters have been sent out, um, let me.
[AGENT][NEUTRAL] Let me get you the
[AGENT][POSITIVE] All right, hang tight and I will.
[AGENT][NEUTRAL] Send you the new.
[AGENT][NEUTRAL] Log in and sign in. Hang on one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He put out.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alrighty, I just sent you the email on um the new.
[AGENT][NEUTRAL] Instructions on getting on our new online service center. Let me know if you get them.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] It's a long ways from here to there.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Setting up the new O yes.
[CUSTOMER][NEUTRAL] All right. I will follow the instructions.
[AGENT][POSITIVE] OK, um, I don't mind hanging, hanging tight if, if just in case you may have some questions or you can give us a call back if you have questions, whatever works for you.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] hold on then.
[CUSTOMER][NEUTRAL] Alright, I wait for the verification code there we go.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, it don't match. I hate where it is.
[CUSTOMER][NEUTRAL] Alright, it should go to dashboard and I said go and it's.
[CUSTOMER][NEGATIVE] Didn't go
[CUSTOMER][NEUTRAL] I have to log in.
[CUSTOMER][NEUTRAL] Send another verification code. How much do I need to get in this thing?
[AGENT][POSITIVE] I'm just as new as as getting into this thing as you are. I was out two days last week when we were launching it and then I was out Monday when it officially, officially launched. So yesterday and today I'm learning with everybody else.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But from what I understand, it should be a single sign on. So once you sign on, you shouldn't, uh, from what I understand, you shouldn't have to log in every time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, see all 7 steps hold on just keep going next, next, next.
[CUSTOMER][POSITIVE] Alright, I'm in thanks.
[AGENT][POSITIVE] You're welcome. No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's it. I just gotta make a payment, thanks.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thanks.