AccountId: 011433970860
ContactId: 19e6204b-0c3f-4b87-8fda-d6069059b2b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618599 ms
Total Talk Time (AGENT): 90661 ms
Total Talk Time (CUSTOMER): 278443 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/19e6204b-0c3f-4b87-8fda-d6069059b2b4_20250430T17:11_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], yes ma'am. I am calling with Custer County, um, in the human resources department. I deal with our payroll and I am needing to, I don't know if I need to reset my password or what, but I'm having issues getting in.
[AGENT][NEUTRAL] OK. Uh, do you have your group number?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Uh, no, I don't have that information. Give me one moment. Let me get, let me get one of our old paperworks on it.
[AGENT][NEUTRAL] I can look it up by the name too. You said Custer County.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is it the, is that just all that it would be under Custer County or is it Custer County School District or?
[CUSTOMER][NEUTRAL] Oh, actually, hold on, I found the paperwork. OK, so group number is 12812.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pulling that up. Give me one moment.
[AGENT][NEUTRAL] Um, and what was your name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] Just because I took care of payroll today.
[CUSTOMER][NEUTRAL] And I need to print out the invoice for me.
[AGENT][NEUTRAL] OK, um, let me get this pulled up in our admin system. Hold on one moment.
[AGENT][NEUTRAL] OK and then um were you having trouble remembering your user name is that?
[CUSTOMER][NEGATIVE] No, it's the password. I mean, I have my password actually, but I try and go in there and it's telling me it's incorrect information.
[CUSTOMER][NEUTRAL] And so my user name should be MR [PII], is that correct?
[AGENT][NEUTRAL] Yes, and then um what's the address on the group?
[CUSTOMER][NEUTRAL] Uh, hold on one.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I believe it's a PO box and.
[CUSTOMER][NEUTRAL] We have PO boxes. We've got physical addresses. So let me go back to my copy of the invoice from last.
[AGENT][NEUTRAL] Does it give you an option to reset the password?
[CUSTOMER][NEUTRAL] Um do do do do.
[CUSTOMER][NEGATIVE] It is, but the thing is is that when I'm going in there and trying to reset it, it's telling me that the information I'm putting is is invalid.
[CUSTOMER][NEGATIVE] It it it throws me over to create new user and I'm just like I'm not trying to create a new user. I'm just wanting to reset my password so.
[CUSTOMER][NEUTRAL] Let's see, I can tell you, OK, so I go in I'm clicking on the link.
[CUSTOMER][NEUTRAL] Log in
[CUSTOMER][NEUTRAL] Password show.
[CUSTOMER][NEUTRAL] So then I click on forget or reset and then M read [PII].
[CUSTOMER][NEUTRAL] I have it sent to my email. Let me I'll send me another notification.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so here's where I'm putting it in. Let's see different from the last 6 passwords.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Seeing that it says there was an error with your input um let me see.
[CUSTOMER][NEUTRAL] Maybe because I'm using the pound sign.
[AGENT][NEUTRAL] See if it has um.
[CUSTOMER][NEUTRAL] OK, so now it's telling me password successfully reset. Let me see if it lets me go in.
[CUSTOMER][NEGATIVE] And see I just put it in and everything and now it's taking me to new user create your account password confirm password.
[AGENT][NEUTRAL] Oh, that's strange. OK, let me see. Let me try something on my end. Um.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, this is gonna send you a temporary password and
[AGENT][NEUTRAL] Will you confirm your email address for me?
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] Um, I don't know why my man went blank. Give me one moment because I just received it.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's let's say [PII] but.
[AGENT][NEUTRAL] All right, it should be sending you a password reset and see if that works.
[CUSTOMER][NEUTRAL] Well, and the funny thing is they just sent me the temporary password for your user but it's the same one I just created.
[CUSTOMER][NEUTRAL] Which is weird.
[AGENT][NEUTRAL] Um, did you just get an email?
[CUSTOMER][NEUTRAL] Now I just got an email with a bunch of different letters and numbers but the first email was exactly the same, same temporary password.
[CUSTOMER][NEUTRAL] Um, but it had my password that I had input it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, try the one that um I just generated that.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] Can I leave this on this desk because the estimate from the damage and I'll just let him know and OK, I honestly could not know.
[CUSTOMER][NEUTRAL] Yeah, you just left without saying anything.
[CUSTOMER][NEUTRAL] If you see him, just ask him to give me a call just like go out.
[CUSTOMER][NEUTRAL] Um, let me see here, so let me see if this password works.
[CUSTOMER][NEUTRAL] Mm, mhm, mm mm mm.
[CUSTOMER][NEUTRAL] See it's, I don't know if it's something with the website because it takes me to new user as soon as I enter in my username and password and I hit.
[CUSTOMER][NEUTRAL] Log in I've hit submit it takes me straight to new user.
[CUSTOMER][NEUTRAL] And it wants me to enter in a new password.
[CUSTOMER][NEUTRAL] Is it supposed to do that?
[AGENT][NEUTRAL] No, I, so when you when it takes you to new user when you enter your username and a new password, what does it do?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It goes to the next, it goes, it tells me create your account user name and th[PII] it says password confirm password as my first last name, primary phone number and text message.
[CUSTOMER][NEUTRAL] Oh, actually that phone number we need to change also because it's not a [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see if, OK, so that phone number is [PII] and you said that's not correct.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Right, OK, there it goes, and, and update your, OK.
[CUSTOMER][NEUTRAL] OK, so I don't know why it.
[CUSTOMER][NEUTRAL] It asked me to create your account so it threw me to that then I had to reset the and then I reset the password from there.
[AGENT][NEUTRAL] OK, were you able to get in from there?
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][POSITIVE] Yes, now I was able to get in from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's weird. I don't know.
[CUSTOMER][POSITIVE] And hopefully it'll keep my password OK.
[AGENT][NEUTRAL] Yeah, um, sorry about that. I'm not sure what was going on.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] No, you're good, but sorry, I have to put you off, but thank you so much. I was like, hopefully it's all set.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] Nope, that should do it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too mhm bye bye.