AccountId: 011433970860
ContactId: 53f5c544-3be8-43ba-96fb-ae3467ec7f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408420 ms
Total Talk Time (AGENT): 271600 ms
Total Talk Time (CUSTOMER): 122626 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/53f5c544-3be8-43ba-96fb-ae3467ec7f4a_20250605T18:28_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], this is [PII] with the City of [PII].
[CUSTOMER][NEUTRAL] And I had a question about the online portal.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] It looks completely different than it did before and it will not let me log in.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Is that weird?
[AGENT][NEUTRAL] [PII], um, can I go ahead and get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And are you calling on behalf of yourself or for a group?
[CUSTOMER][NEUTRAL] For the group.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] 238-08
[AGENT][NEUTRAL] 238-08.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, just wanted to make sure.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], can I go ahead and get you to verify the um address?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] That we have on file and the phone number?
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Sure, [PII], and that's [PII].
[CUSTOMER][NEUTRAL] And I don't know if you have my phone number on record or there's a couple here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it's city hall number is [PII]. I don't know if that's it or OK.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yes, um, and so, uh,
[AGENT][NEUTRAL] So we did get a new online portal account. Um, it's still [PII], but we got some more security measures and we made it a little bit more user friendly. Um, so we're asking everyone, even if they had a previous portal account, they will need to create a new account. Um, I have not heard of anything not being transferred over completely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but I am showing, and it might not have worked for you if you tried this, uh, I do show you and a Sarah Church as a primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it is looking like that we have her email on file as the primary email so what you will need to do, it'll be just like the last time so we will need um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] We will need [PII] to create the account and then she will uh go to manage users and she'll be able to add you and anyone else she might need, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so we will need, uh, because it has to be the information that we have in our in our um system and so she would be the first person that would need to make that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The account, OK, so [PII] has it.
[CUSTOMER][NEUTRAL] And I probably should be the primary since I'm the HR generalist and I go in there she does like payroll and like billing billing like AP stuff um.
[AGENT][NEUTRAL] Yeah, we have both of your names on here, but only her email as the primary email. um, what I, what I suggest is, and this has worked with others so far, is have her create the account, um, since she, her email is the primary email and if um you two decide that it should be you as the primary and she still be on there, uh, you guys will, uh, eventually, uh, once you get the account created.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll send an email to [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII] can do that and she will uh list any of the information for who she wants the new primary contact to be, um, and that's for anything such as if you need to call and verify or if anything like this happens, um, we will have you or whoever she puts in there as the primary, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she can still be a group administrator. It's just for purposes of being the primary in case anything like this, um, yeah, this shouldn't happen again because we did just create the account, the new portal and it is, it's pretty nice, um, and like I said, if she has any issues creating that account, um, and like I said, it will need to be when you go to [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Happen? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you will click create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then we'll select group and then um so when she creates that account.
[CUSTOMER][NEUTRAL] I guess would I have access to it or or do I need to create my I'm, I guess I'm confused.
[AGENT][NEUTRAL] So she will go into she it's OK she will go into manage users and anyone she would like as a uh group administrator, I believe it ask for their name and their email and an email will get sent out through the system uh to whomever she picks as the other admins I'm assuming it'd be you um and you will get an email from the system asking you to create the account uh for that group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then it shouldn't be much, much more different. I will say we no longer are using user IDs it'll now you'll now log in with the email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, yeah, and it should be a lot easier. You will have to verify your email every time. That is a new feature that we included for security measures. Um, so just be aware of that. If you get any secure, if you can't find the verification codes or anything like that, we ask that you check your spam and [PII] as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good and so for employees.
[CUSTOMER][NEUTRAL] Would they need to create new accounts too if they had.
[AGENT][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] They will need to and we've gotten some calls on that and we have helped we're we're helping people set up their accounts if they're having any issues um there shouldn't be too many issues we've we've we've managed to get all the kinks and bugs out, anything like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it shouldn't be too hard now I will say once you guys get your account set up, the employees should have transferred over in your account so that you can see your employees, past invoices, anything like that, everything should have transferred over, um, but just double check and make sure that everything was transferred over once you get started.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good. All right, well I will touch base with [PII] and I don't think so. I think, I think that's it.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[AGENT][POSITIVE] All right. Well, thank you so much for calling ATL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too thank you bye bye.
[AGENT][NEUTRAL] Bye.