AccountId: 011433970860
ContactId: fb263513-0cc8-4a90-b434-833591c7e9bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429399 ms
Total Talk Time (AGENT): 194749 ms
Total Talk Time (CUSTOMER): 150509 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/fb263513-0cc8-4a90-b434-833591c7e9bc_20250613T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I cannot get logged into the system. It keeps telling me that my.
[CUSTOMER][NEGATIVE] I, my email address isn't any good and I've always logged in to pay but it looks like you have a new website maybe.
[AGENT][NEUTRAL] Yeah, we did update the site last week so is this your first time signing in since it looks different?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so everybody is having to create a new user names and passwords. The username is the email but I can check and see what you have on file. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is oh well how about group number? Does that work?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, the group number is 14543.
[AGENT][NEUTRAL] OK, and are we logging in to pay for the group or just your individual?
[CUSTOMER][NEUTRAL] For the group.
[AGENT][NEUTRAL] For the group, OK, I just wanna make sure I was looking at the right area here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 543.
[AGENT][NEUTRAL] And then if you'll just verify with me please uh the group name and address.
[CUSTOMER][NEUTRAL] It is Best Way International and our address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. And then what is your first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, OK, so [PII], it does look like it's your email on here. It's [PII]. Is that still good?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so when you click sign in you have to click create your OSC account.
[CUSTOMER][NEUTRAL] Oh OK well let me get back because right now I'm at the verification is necessary so I wanna cancel all that right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, create your account alright yeah alright I'm there now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then you do group.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you click next.
[AGENT][NEUTRAL] The only thing required of the red asterisk, so just the group number and then your email.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let me take all this other stuff out because it it's just telling me that there's nobody.
[CUSTOMER][NEUTRAL] With that information.
[CUSTOMER][NEUTRAL] OK, so I've just got my email and the group number 14543 yep.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No user was found with the information that was entered. Please try again or call this number your number.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you guys, I'm just verifying, do you have multiple groups under your email or just this one?
[CUSTOMER][NEUTRAL] This is the only uh group.
[AGENT][NEUTRAL] Only one, OK.
[CUSTOMER][NEGATIVE] We have, I do have another email, but it's a newer email but it's not what we, it's not what I've been using.
[AGENT][NEUTRAL] Just wanna make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, are you by chance using Google Chrome as your browser? Do you know?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so another workaround that we can try, [PII], is, do you know how to clear out your history cookies, that stuff on your browser?
[CUSTOMER][NEUTRAL] No, I'm sorry.
[AGENT][NEUTRAL] OK, so on the um internet on the that you should have 3 lines in your top right hand corner.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, if you click on that.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Um, you're gonna see something that says delete browsing data.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, oh, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then close out of all your windows, yeah, and close out of everything and then like, let's try starting over, maybe it's like stuck in a loop.
[CUSTOMER][NEUTRAL] And delete data.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I will go back.
[AGENT][NEUTRAL] And then if that doesn't work, I can try to see if I can get it to move forward. I just don't like setting passwords unless, you know, we just can't get it to work.
[CUSTOMER][NEUTRAL] Right, um, OK, so now I'm back here so I'm gonna sign in and I wanna create.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We are a group.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Oh, now continue. OK, complete your set up.
[CUSTOMER][NEUTRAL] Oh, now I gotta put my email in again.
[CUSTOMER][NEUTRAL] Oh, and a new password, OK.
[AGENT][NEUTRAL] Mhm so now up at the top it's gonna ask for the email and it needs to send you a verification code. You've got to verify that email and put in the code before you do the password, yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] First, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause otherwise, um.
[AGENT][NEGATIVE] It won't cooperate again.
[CUSTOMER][NEGATIVE] I need no more help.
[AGENT][NEUTRAL] Uh, yeah, you know what I mean, yeah, it's just.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] I verify code.
[CUSTOMER][NEUTRAL] OK, now it just says.
[CUSTOMER][NEUTRAL] I guess I can
[AGENT][NEUTRAL] So it shouldn't really do much, yeah, just, just, yeah, create the password and stuff as long as it's been verified and you put the code in.
[CUSTOMER][NEUTRAL] Just go on it says cha change email yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Part of the new enhancement is it will be asking for the verification code when you log in going forward so.
[AGENT][NEUTRAL] Um, it is an added added layer of security. Some people are not a fan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][POSITIVE] And I agree to the terms, whatever they are, I agree.
[CUSTOMER][POSITIVE] OK, it's been created, yay, thank you so much. I was just like I gotta make my payment. I don't know what to do.
[AGENT][POSITIVE] Yay.
[AGENT][NEUTRAL] I know I'm so sorry yeah so yeah going for and then if you needed to, you can once you're in there you can add additional users I don't know if you guys have other people that need access to it but you can do that now that you're in there.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. Anything else?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] No, I think I got it.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.