AccountId: 011433970860
ContactId: 54450193-413f-48e7-b62b-012e303ff916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352339 ms
Total Talk Time (AGENT): 95326 ms
Total Talk Time (CUSTOMER): 67168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/54450193-413f-48e7-b62b-012e303ff916_20250603T21:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, I'm calling from Collier County Housing Authority.
[CUSTOMER][NEGATIVE] I'm trying to log into my account online and it's not letting me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it looks like the website changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, they did update our online service center. Yes, ma'am. I, are you calling from the group?
[CUSTOMER][NEUTRAL] Can you help me log in?
[AGENT][NEUTRAL] Are you calling as a provider? OK, and your name is?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK, and what is the policy number or group number? I'm sorry.
[CUSTOMER][NEUTRAL] OK, hold on, let me pull it up.
[CUSTOMER][NEUTRAL] 24446.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] Uh, you will have to
[AGENT][NEUTRAL] Create a new account.
[AGENT][NEUTRAL] And you said the group number is 244.
[AGENT][NEUTRAL] 46
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I didn't put enough fours, OK.
[AGENT][NEUTRAL] OK, and Ms. uh [PII], verify your uh verify the group mailing address, your email address, and the group phone number, please.
[CUSTOMER][NEUTRAL] [PII]. Uh, phone number you said?
[AGENT][NEUTRAL] Your email address and uh the group phone number, please.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, I do show a different phone number in the system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So which role should I put, agency or group?
[AGENT][NEUTRAL] Uh, group
[CUSTOMER][NEUTRAL] Oh sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you've entered that information, it should go to the next screen to where uh a verification code was emailed to that email address and then you'll be able to enter that uh verification code.
[AGENT][NEUTRAL] Verify it and enter the password.
[CUSTOMER][NEUTRAL] OK. Can you stay with me for a little bit just to make sure I can get in?
[AGENT][POSITIVE] Absolutely. Yes, ma'am.
[CUSTOMER][NEUTRAL] So my user ID will be my email?
[AGENT][NEUTRAL] I guess you could say that would be a user ID, yes ma'am, instead of the user ID they're doing more of email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With the password.
[CUSTOMER][NEUTRAL] Under display name? Oh, nothing, right?
[AGENT][NEUTRAL] No, I don't think so. I'm not sure. They hadn't um let us know what that is for, but I can definitely ask.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So every time I try to log in, is it gonna ask for a verification code?
[AGENT][NEUTRAL] I think it does, almost like um.
[AGENT][NEUTRAL] One part uh to verification.
[CUSTOMER][POSITIVE] OK, I'm in. Thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.