AccountId: 011433970860
ContactId: 74e0e3cd-a524-438b-b610-3b1d9e6906ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 780000 ms
Total Talk Time (AGENT): 201779 ms
Total Talk Time (CUSTOMER): 212803 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/74e0e3cd-a524-438b-b610-3b1d9e6906ef_20250613T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I am
[CUSTOMER][NEGATIVE] Apparently locked out of the account. I knew that there was some changes coming.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, but I thought when I would log in it would let me update that information, but apparently it's not.
[AGENT][NEUTRAL] OK, I can help you with your online account. Um, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you calling on behalf of uh yourself or a group?
[CUSTOMER][NEUTRAL] A group I can give you that group number.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 26142.
[AGENT][NEUTRAL] Did you say 86142?
[CUSTOMER][NEUTRAL] No, 26142.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see here.
[AGENT][NEUTRAL] OK. And can you verify the organization name and the physical address?
[CUSTOMER][NEUTRAL] The name is city of Goose Creek and the physical address is [PII].
[AGENT][NEUTRAL] OK, and your email?
[CUSTOMER][NEUTRAL] It is either going to be [PII] or [PII]. We are transitioning email addresses as well, so I'm not sure what's on file.
[AGENT][NEUTRAL] OK, um, in the city of [PII], um, is that the correct one? are you needing to change that?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I need to change that.
[AGENT][NEUTRAL] OK, so, um, to get that one started, you will go ahead and you'll need to send an email to [PII].
[AGENT][NEUTRAL] Um, letting them know, uh, who you are, uh, you'll need your group number, your group number in there, and what email you'd like it to change to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, I can do that, but I still can't get into my account.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right, and so, um.
[AGENT][NEUTRAL] As of Monday of last week, we got a new platform provider, so we're asking everyone to log in and create a new account. Once you create the new account, uh, everything will pull over except for if you have any other admins, you will need to re-add them um through manage users.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so I need, so alright, welcome to the online center, so I need to create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And so then uh we are.
[CUSTOMER][NEUTRAL] Not an agency, so best group, uh, best role describe us is the group.
[AGENT][NEUTRAL] Groups.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And only fill out the information that has an asterisk on it because that's all that's required so go ahead and just put that in. I believe it's just your group number and your email.
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] And you said the email address on file for me is at city of [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, send verification code.
[CUSTOMER][NEUTRAL] Alright, let's see what I got.
[AGENT][NEUTRAL] And check your spam if you don't see that verification code.
[CUSTOMER][NEUTRAL] It actually I I thought like I said I thought I was gonna be able to log in and change my stuff. I don't know why.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But so I've been getting some verification codes to come through actually so I was like this is not what I thought I was gonna be able to do but.
[CUSTOMER][NEUTRAL] The way it goes.
[AGENT][NEUTRAL] Is it is it not giving you a verification code?
[CUSTOMER][NEUTRAL] It has before it's taken it a few minutes because our firewall is pretty large, um, it's taken a moment or two to come through, but they have come through there it is.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's just been a matter of getting there.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Claim not verified continue.
[CUSTOMER][NEUTRAL] There we go, uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I agree to the terms and the privacy policy.
[CUSTOMER][NEUTRAL] Go to dashboard.
[CUSTOMER][NEUTRAL] Log in
[AGENT][NEUTRAL] And I will send you a new verification code.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Verify code continue.
[CUSTOMER][NEUTRAL] OK, so alright, so now I'm in now you said the thing is is that the people that had accounts previously are not gonna be set up correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, if you have any other group admins, you'll go into manage users.
[AGENT][NEUTRAL] And then you'll uh enter in their email.
[AGENT][NEUTRAL] And then they should get an email um allowing them to set up their part of the account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And get access. Mhm.
[CUSTOMER][NEUTRAL] Can you tell me who were previous group admins or can I give you names so I think it works that we had group admins so that I can know who I'm sending stuff to.
[AGENT][NEUTRAL] Um, let me see who we have here.
[AGENT][NEUTRAL] Give me just one moment to pull that up.
[CUSTOMER][POSITIVE] Oh awesome.
[AGENT][NEUTRAL] Alright, it looks like you had.
[AGENT][NEUTRAL] 5 of them, if you still want 5 of them.
[CUSTOMER][NEUTRAL] Uh, [PII], I'm assuming is one.
[AGENT][NEUTRAL] Uh, let me see. [PII] is one.
[CUSTOMER][NEUTRAL] right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, you said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII] is one, I can't pronounce that last name. How [PII].
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Alright, that's who all I thought I needed to set up, but I just wanted to make sure. OK, I will send an email out to these people and let them know that they should be expecting, uh, so they'll get like a welcome email to set up their account.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, once you put them in as the manage users, uh, it should send them something allowing them to create their account mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sounds great thank you so much. Oh, I guess let me ask this question they previously had an account um under probably the at City of Goose Creek login email address. Will they need to use that same email address?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, they
[CUSTOMER][NEUTRAL] Or can they use the new email address to set it up?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Let me check on that real quick.
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] It looks like they'll need to use their old one until we get an email asking them to change it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does everybody have to send an email or can I send an email requesting a change for everybody?
[AGENT][NEUTRAL] Um, let me double check on that because I believe you should be able to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you should be able to, uh, OK, I think I got some confusion here, so go ahead and add them.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, with their with their new emails it should work, uh, for yours though you will need to update yours, um, and send the email out, but I believe because you're sending the email through, uh, to confirm it, it should be fine, um, with the new one.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][NEUTRAL] OK, is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][NEUTRAL] Bye.