AccountId: 011433970860
ContactId: f39030b9-3d5b-4f10-9aa3-8ec18050ae5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169960 ms
Total Talk Time (AGENT): 77252 ms
Total Talk Time (CUSTOMER): 62001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f39030b9-3d5b-4f10-9aa3-8ec18050ae5e_20250623T15:23_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'm, uh, been trying to log on to get into my account and I seem to be having some issues.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 256-62 well I think that's the group number um.
[CUSTOMER][NEUTRAL] Yeah, that's the group number. Hold on I'm looking on the bill from last month.
[AGENT][NEUTRAL] Are you trying to log in for the group or your personal?
[CUSTOMER][NEUTRAL] For the group.
[AGENT][NEUTRAL] OK, all right, um, what is the name of the group?
[CUSTOMER][POSITIVE] It's Quality Energy Services.
[AGENT][POSITIVE] All right, thank you. And I apologize. What was your first name again?
[CUSTOMER][NEUTRAL] No problem, it's [PII].
[AGENT][NEUTRAL] Thanks [PII]. OK, um, so we did have a recent update to the online service center. So if you haven't logged in in the past couple of weeks, then everybody's having to create um new logins for their groups and accounts.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, on, go ahead.
[CUSTOMER][NEGATIVE] I was gonna say because even when I tried like creating, it's still telling me because I click create I clicked on the group and then when I put in our group number and all the other additional information it still tells me that there's no account to be found.
[AGENT][NEUTRAL] OK, so the email that's on here is yours. It's [PII] [PII], is that right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so when you get to that page where it asks for the group number and email just put in group number and email. Don't put in zip, phone number, city or state and see if it allows you to move forward.
[CUSTOMER][NEUTRAL] OK, let me refill the quality.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, yep, that works.
[CUSTOMER][NEUTRAL] I just, OK, because I was putting in phone numbers, addresses, and all that stuff and alright cool alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when it, yeah, it says complete account set up then it's gonna ask you to re put back in your email, send you a verification code you're gonna put that code in, click verify and then set up the password for the account.
[CUSTOMER][NEUTRAL] Alrighty, I, uh, I just did the verify so as soon as I get it I'll enter it in and then complete the steps.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, sounds good, [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye. You too bye bye.
[AGENT][NEUTRAL] Bye bye.