AccountId: 011433970860
ContactId: ac56e680-0d36-4fe5-b5a1-5bdf2eafb2ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207100 ms
Total Talk Time (AGENT): 113250 ms
Total Talk Time (CUSTOMER): 71619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ac56e680-0d36-4fe5-b5a1-5bdf2eafb2ae_20250624T12:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], good morning how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEGATIVE] Good good, [PII] I'm trying to log in um this new website or the new revamp that APO had and I it doesn't let me it's giving me an error code and my old user name don't work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, everybody is trying or excuse me, everybody is having to set up new um.
[AGENT][NEUTRAL] Passwords and user names are you signing up for like yourself, your individual or a group?
[CUSTOMER][NEUTRAL] It's a group.
[AGENT][NEUTRAL] OK. Uh, what is
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] It's 80096.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second to pull this up here.
[AGENT][NEUTRAL] And you guys haven't logged in in the last couple weeks since it's been changed, correct?
[CUSTOMER][NEUTRAL] I've been, yeah, I've been trying, but it's I've been having issues, but now I got an actual bill so I wanted to make sure I get in there and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How about
[AGENT][POSITIVE] Yeah, absolutely. OK.
[CUSTOMER][NEUTRAL] I mean the group number I think the one that I gave you is correct um I have another one just in case that doesn't work.
[AGENT][NEUTRAL] OK, yeah, let's go ahead and verify that. Uh, what's the group name?
[CUSTOMER][NEUTRAL] It's South Broward drainage District.
[AGENT][NEUTRAL] And then what would be the address for the group?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] What would be the physical address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][POSITIVE] Thank you. And then what was your first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. OK, you know, that's the right group number. OK, so when you go to log in, you're clicking create your OSC account, correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] And then click on group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the next page you just need to put in the group number and then the email. The email on here is [PII]. So leave everything else out and just do group number and then email on record and let let me know if it lets you do next.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yep, that went through. I was filling out everything that's probably why it wasn't working.
[AGENT][NEUTRAL] Well, and everything has to match exactly. So it's like if that phone number was different or, you know, but yeah, those are the only two required.
[AGENT][NEUTRAL] So if it
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK, if it lets you continue, it's gonna ask to send a verification code, put your email in and then get that code and then click verify before you create the password.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][POSITIVE] Do you want me to wait? No, no, that's it. I'll just wait for that code edge. I, I got it, so I'm good.
[AGENT][POSITIVE] OK, all right, yeah, not a problem. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.