AccountId: 011433970860
ContactId: 1c3dd2fc-e993-46fe-870a-739bb75ea570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220369 ms
Total Talk Time (AGENT): 96249 ms
Total Talk Time (CUSTOMER): 67205 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/1c3dd2fc-e993-46fe-870a-739bb75ea570_20250624T13:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling because I'm having trouble logging in.
[CUSTOMER][NEUTRAL] To the online service center?
[AGENT][NEUTRAL] OK, OK, and your name is?
[CUSTOMER][NEUTRAL] It says account could not be found. I'm sorry.
[AGENT][NEUTRAL] No, you're fine. uh, your name is?
[CUSTOMER][NEUTRAL] My name is [PII] with Central Mississippi Planning and Development District.
[AGENT][NEUTRAL] OK, and Ms. [PII], are you calling for a group or as an individual?
[CUSTOMER][NEUTRAL] A group
[AGENT][NEUTRAL] Uh, what's the group? Yes, ma'am. What's that number, please?
[CUSTOMER][NEUTRAL] I have a group number.
[CUSTOMER][NEUTRAL] 7814
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify the group name, mailing address, and phone number please.
[CUSTOMER][NEUTRAL] Central Mississippi Planning and Development District [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Or either [PII], OK.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well I don't show you as a contact person under the plan.
[AGENT][NEUTRAL] I show a lip lippy.
[CUSTOMER][NEUTRAL] I have been
[CUSTOMER][NEUTRAL] She has retired.
[AGENT][NEUTRAL] OK, um, but we will need an email stating that and who is the contact person for the group so they can change it in the system because with it being the same as having her and her email address um.
[AGENT][NEGATIVE] It's gonna cause an issue with trying to set up on the online service center.
[CUSTOMER][NEUTRAL] OK, I have been logging in until I guess you guys made some changes last month. Last month I logged in.
[CUSTOMER][NEGATIVE] So I don't understand why I'm unable to log in now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, with the update our online service center, whoever is listed as the contact person, they will have to set up an account and then add more members onto it.
[CUSTOMER][NEUTRAL] OK, so I need to send who an email.
[AGENT][NEUTRAL] To our care team at [PII].
[CUSTOMER][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] OK, and I need to say what specifically?
[AGENT][NEUTRAL] Uh, just that the person who we have listed as contact has retired and who the contact person would be.
[AGENT][NEUTRAL] And their information like email address so we can um add them into the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.