AccountId: 011433970860
ContactId: 853c734a-ac87-4042-8530-572535181b3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 722039 ms
Total Talk Time (AGENT): 375581 ms
Total Talk Time (CUSTOMER): 256156 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/853c734a-ac87-4042-8530-572535181b3e_20250624T16:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with the City of Electra and um I had set up an account a few months back and I was logging into that information um today in order to um get access to the invoice to pay y'all and it's telling me that no user was found with the information that was entered.
[AGENT][NEUTRAL] Right, OK, so first off I do apologize for any of the confusion so as of just a couple of weeks ago our website did undergo quite a big change and with that change all users are now having to create new accounts. So even if you had an account prior you would go in and as a new user and resubmit that information uh the biggest difference is going to be you're not going to use the username to log in you would just use your email after creating that new account.
[CUSTOMER][NEGATIVE] OK, I've done that multiple times and it tells it tells me that I don't have an account even after I've tried to create one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, now this is for your individual policy?
[CUSTOMER][NEUTRAL] No ma'am, this is for the city of Electra. I'm the city treasurer.
[AGENT][NEUTRAL] So it is for a group.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, got it. So a lot of people have been experiencing a lot of little bugs and kinks. So of course when you select group, a fix seems to be only filling out the fields that have an asterisk and leaving the other ones completely blank. So I do believe that would just be the group number and the email address we have for the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know that sounds silly but yeah if you would give that a shot if it still doesn't work we'll get it pulled up.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] 696 OK.
[CUSTOMER][POSITIVE] Nice to meet
[CUSTOMER][NEUTRAL] And was there an email sent out that was letting everyone know about this issue?
[AGENT][NEUTRAL] Um, I was told that there was, but again, I apologize for it doesn't, you're definitely not the only one who, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Didn't know about it, so I do apologize for that confusion.
[CUSTOMER][POSITIVE] That's OK, thank you. Put all stars where? I'm sorry?
[CUSTOMER][NEGATIVE] I just did the group number and the email on record and it's still telling me error no user was found.
[AGENT][NEUTRAL] OK, so let's verify the email that you uh put on there does have to be what we have in our system for the group, so I can go ahead and verify that. I'll get that pulled up and just make sure, um, Bran, before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what was that group number please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 126 96.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you log in, that is your password.
[AGENT][NEUTRAL] So I did not see you as a contact brand um I have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], is that still accurate?
[CUSTOMER][NEUTRAL] Um, but that
[CUSTOMER][NEUTRAL] Yes, well, it's not anymore. She's actually leaving tomorrow. She's retiring, um, I show she sent on [PII] at [PII]. She sent it to the care team at [PII] and she put please add [PII] and [PII] to the City of Electro's accounts to be able to access and manage the account and she.
[AGENT][NEUTRAL] OK, so well the reason I ask is it looks like it's her email that we have on file so that would definitely need to be changed if she's going to be leaving the company so if you would send another email um with that updated uh email address so that that can be changed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, she, even though she's already done that?
[AGENT][NEUTRAL] Did she send information regarding a new email address as well?
[CUSTOMER][NEUTRAL] Yes, ma'am, and she filled out the change form.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I did receive, I know that she did that because I received, that's OK, I'm sorry, I received a confirmation saying.
[AGENT][POSITIVE] Uh, oh, I'm sorry.
[AGENT][NEUTRAL] No, no, no, you're fine.
[AGENT][NEUTRAL] That it's been received
[CUSTOMER][NEUTRAL] Saying that um yes and then I told me I need to click here to log in to the OSC and complete your account set up now and I did that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And I set everything up, I changed my password.
[AGENT][NEUTRAL] Sure I'm so sorry to interrupt you um but I think I see the little hiccup it looks like uh currently the group is in it's uh renewal status um so I think with that is going to come all of these changes so in the meantime are you when you're setting up this account like when you're in there setting it up right now are you using uh [PII]'s email?
[CUSTOMER][NEUTRAL] Um, I had tried to, and it's still not, obviously since the, um,
[AGENT][NEUTRAL] Well, I meant uh when you're creating the account.
[CUSTOMER][NEUTRAL] The way you're doing things have changed.
[CUSTOMER][NEUTRAL] No, I was doing mine.
[AGENT][NEUTRAL] I see OK um so for now I would go ahead and just use [PII]'s because again it does look like it's the group is in its renewal uh hold right now so once that's completed I'm sure that's when all of the information is going to be updated um just for good measure I'm going to go ahead and give it a shot um on my end uh to see if I can if it'll allow me I'm gonna use uh her email let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Even if
[CUSTOMER][NEGATIVE] OK, even I did try [PII]'s and hers didn't work either.
[AGENT][NEUTRAL] OK, so it did for me, so let me verify the actual email that we've got and it's very possible we have something um misspelled or something like that um so let me verify that I've got it as uh it's her first name uh so [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so one other thing you can try and I'm sorry I know this is a bit roundabout um of course refresh the uh page that you're on, enter the group number, enter that email, and then click outside of the box before you hit next again I know this sounds really silly but I bet some people like if it looks like something is still being selected in one of the fields it will give an error.
[CUSTOMER][NEUTRAL] OK, give me just one moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] This is quite inconvenient.
[AGENT][POSITIVE] I, you know, I'm, that's a very nice way of putting it, and I, but I, I completely understand and I cannot apologize enough. Just know that you have not been alone with this wild rides.
[CUSTOMER][NEUTRAL] No, that's OK. It's not, it's not your fault.
[AGENT][POSITIVE] But I'm grateful to whoever figured out these little, you know, like only filling out the fields with an asterisk and things like that because it does certainly has been helping. I never would have thought of that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh that is nice. OK, just one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so I did 12696 as the group number and [PII] in the email and I'm gonna hit next, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, make sure you hit outside that box so that thing is selected.
[CUSTOMER][NEUTRAL] OK, and then it says complete your account set up. I'm gonna continue.
[AGENT][NEUTRAL] And then hit next
[AGENT][POSITIVE] There we go. OK, awesome, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I am sure sorry about all that.
[CUSTOMER][NEUTRAL] Now, verification is necessary.
[CUSTOMER][NEUTRAL] That's OK. So do, how do I get mine in there?
[AGENT][NEUTRAL] Uh, for the email address you mean?
[CUSTOMER][NEUTRAL] Yes, like how do I set my account up so I can start um looking at the invoices because she will no longer be here as of tomorrow.
[AGENT][NEUTRAL] Right, right, OK, so go ahead and go through those next steps, um, like creating the password and such, you have to be able to get in there, uh, first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will say now for this email um do you have access to it or is [PII] available that she can access that email?
[CUSTOMER][NEUTRAL] She does have access to it, yes.
[AGENT][NEUTRAL] OK, so the reason I ask is it is going to send that verification code to that email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim not verified.
[AGENT][NEUTRAL] Time
[CUSTOMER][NEUTRAL] That's what it says claim not verified. It's asking me. I just went to the new page.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it says verification is necessary, please click send button.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Right, so you have to, uh, I know before you proceed any further you do have to, uh, put in that verification code that it will send to that email.
[CUSTOMER][POSITIVE] Yeah, that's what I do.
[CUSTOMER][NEUTRAL] Mm, OK, now it is.
[CUSTOMER][NEUTRAL] OK, we're gonna work on getting that code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I am so sorry for I know it's just it's been a mess, trust me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, and with us switching computers and trying to get everything, you know, that I need on her computer, yes.
[AGENT][NEUTRAL] Oh gosh, in the middle of all of that, yeah, extra changes on top of extra changes, yeah, I'm so sorry.
[CUSTOMER][NEUTRAL] Yes. That's OK.
[AGENT][POSITIVE] Alrighty well if you run into any other problems definitely give us a call right back um we'll do what we can to help you out OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I do have one more question you probably already answered it so as soon as I get in [PII]'s log in, then we need to send another email stating that I need to now redo another account or how do I get me in there?
[AGENT][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you should not have to again I think that the reasons that the changes are not reflecting in our system just yet is the fact that the group is currently in its renewal hold at the moment if you'd like to for a good measure you can absolutely still send us another email with that updated information of course you know you as the contact and then your email address as the one for the group um but I don't believe it's necessary.
[CUSTOMER][NEUTRAL] the fact that
[AGENT][NEUTRAL] Um, you can for good measure, but I do think that that those changes will be reflected once the group is out of its renewal hold.
[CUSTOMER][NEUTRAL] So you're.
[CUSTOMER][NEUTRAL] OK, um, I just put that verification code in and it says claim not verified.
[AGENT][NEUTRAL] What in the world. OK, so hang on.
[CUSTOMER][NEUTRAL] And it was the same code.
[AGENT][NEUTRAL] Yeah oh did it did it send another one?
[CUSTOMER][NEUTRAL] Um, no, that was the latest one. That's we only did it once after this time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and that was after so you hit send verification you entered in the verification code did you enter the other information like the password and such or did you just hit the verify button?
[CUSTOMER][NEUTRAL] Um, I did do the password, don't do the password.
[AGENT][MIXED] I wouldn't. I, I know it sounds really silly and like small things, but I think it seems to be a bit touchy on how it operates.