AccountId: 011433970860
ContactId: a19f6ac7-5ae4-4b0e-9df0-edb6cb4521db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152229 ms
Total Talk Time (AGENT): 77065 ms
Total Talk Time (CUSTOMER): 58823 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a19f6ac7-5ae4-4b0e-9df0-edb6cb4521db_20250620T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with the City of [PII] and I'm I'm trying to go online and pay our bill. Have you changed the way you're online?
[AGENT][NEUTRAL] Yes, ma'am, it did, yeah, it changed about 1.5, 2 weeks ago. So if you guys haven't logged in recently, you're gonna have to create a new login.
[CUSTOMER][NEUTRAL] Services work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Create an
[CUSTOMER][NEUTRAL] Alright, do I?
[AGENT][NEUTRAL] You would go, yeah, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Pick agency group which which role I'm paying for my employees am I gonna be the.
[AGENT][NEUTRAL] Yeah, so you're gonna click on group that best yeah best describes you.
[CUSTOMER][NEUTRAL] It says 8
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] And then you just need to put in the group number and email. Those are the only two things required. The email on record is gonna be the username going forward.
[CUSTOMER][NEUTRAL] OK, let me see, alright, OK, 16991.
[CUSTOMER][MIXED] OK, error no user was found.
[CUSTOMER][NEUTRAL] With that information OK.
[AGENT][NEUTRAL] What is your
[AGENT][NEUTRAL] What is your guys' group number, [PII]?
[CUSTOMER][NEUTRAL] It's 16991.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] All right, so the contact email that's on here, I believe is for [PII]. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're able to um set it up under that email and go ahead and create the uh password but then once you guys get in there [PII], there is the option to manage users and add additional users like before so if you want like your email as a log in you can also do that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, I can get her to do that. OK, alright, that's what I needed to know.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][POSITIVE] I appreciate your help. No, that will be all. Thank you. Mm bye.
[AGENT][POSITIVE] You're welcome. All right. Have a good day. Bye-bye.