AccountId: 011433970860
ContactId: d53b63de-fbd8-4dae-b6dc-d6403b734398
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528440 ms
Total Talk Time (AGENT): 189417 ms
Total Talk Time (CUSTOMER): 118294 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d53b63de-fbd8-4dae-b6dc-d6403b734398_20250618T12:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I am trying to set up a new user on our account, and it's telling me that the email address is already on file.
[AGENT][NEUTRAL] Are on hm OK and it's for a group Laing, is that correct?
[CUSTOMER][NEGATIVE] Give me an error.
[CUSTOMER][POSITIVE] Yes, I can give you that group number if you would like.
[AGENT][POSITIVE] Yes, please go ahead.
[CUSTOMER][NEUTRAL] It is 261-42.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you could verify with me the name of the group, please.
[CUSTOMER][NEUTRAL] City of [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, have you guys, um, the online service center did change like a week and a half ago since the change, have you guys, you guys have created a new log in?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Correct, I did, um, I called in the other day because.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I had trouble getting in. I thought I was going to be able to log in and then create like all the stuff, and I couldn't, so I called the other day, walked through all those steps. I got myself in. I added all my other people that I needed to add. Um, we've recently hired a new HR generalist and I kind of forgot that we did that, so I'm trying to add this new HR generalist and um that's where I'm at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're in trying to like add additional users and that's where it's giving you the problem?
[CUSTOMER][NEUTRAL] Well, right, so I'm in and I'm just trying to manage users and I've gone to add new user and yeah, it gives me it's when I do that it says there is an error processing your request this if this error persists, please call.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, processing your request. OK, let me just double check to see if we have any workarounds for that. If not, um, I may need to get you to send an email to get him added if we need to do it ASAP. Let me see here.
[CUSTOMER][NEUTRAL] I mean I have other people that are in the system so it's not like it is imperative like today um however I do you know sooner than later.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I know for sure. I haven't heard of anybody having any problems with adding people but you know.
[AGENT][NEUTRAL] Um, how many additional users do you have in there if you don't mind me asking?
[CUSTOMER][NEUTRAL] Sure, I have 5 altogether. Um, I showed 2 are active and 3 are inactive.
[AGENT][NEUTRAL] Uh total.
[AGENT][NEUTRAL] OK, 2.
[CUSTOMER][NEUTRAL] Which probably the inactive just means they haven't logged into their system.
[AGENT][NEUTRAL] Right, OK, I'm wondering if there's like a limit or something. That's why I was curious.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] The first time I tried to do it, I thought the error said that there was an account that already existed for that user, um.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So I don't know if like her previous employer had APL and she's has an account there but the error doesn't say that now so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I am not confident in what I think I read.
[AGENT][NEUTRAL] Right, got you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's making me question what I actually saw.
[AGENT][POSITIVE] Yeah, got you.
[AGENT][NEUTRAL] Alright, yeah, I don't see that we don't have any like workarounds. Let me see if there's a limit.
[AGENT][NEUTRAL] And um
[AGENT][POSITIVE] I appreciate your patience [PII]. I'm just reaching out to see if anybody else's groups have had this issue or if we know if there's like a limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Once I get a response back on that, um, we'll go from there. If, if there's not a limit and it's just an error happening then I will put in for a call back from like IT and just log the issue with the group and get somebody to get you a call back in the next 24 hours to get it fixed here.
[CUSTOMER][POSITIVE] Sounds great.
[AGENT][NEUTRAL] Yeah, so just hang with me for one second, let me see what I can find out.
[AGENT][NEUTRAL] OK, yeah, she said that there's not any sort of limit, so you having 5 in there to, uh, you know, it shouldn't be um.
[AGENT][NEUTRAL] An issue. We have somebody else testing it, so I'm waiting to see if it's a known issue going on right now.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEGATIVE] That's the trouble with new things sometimes they don't always work how we hope.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII], is the number on the group the [PII] a good callback number or do we need a different number?
[CUSTOMER][NEUTRAL] Let me give you my cell phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] That way in case I'm away from my desk.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[AGENT][POSITIVE] Um, yeah, so I'm gonna send your information over to the group that's working on this, any sort of issues, and I'll give them the group number and everything and have them give you a call back to see why it's why it's doing that. Um, I apologize for the inconvenience on that though. I, I am sorry.
[CUSTOMER][POSITIVE] No worries, we can get it fixed, that's great.
[AGENT][POSITIVE] Yeah, absolutely, so somebody will give you a call back in the next 24 hours, [PII], on this, and we'll get it squared away, OK?
[CUSTOMER][POSITIVE] Sounds great thanks a million.
[AGENT][NEUTRAL] Alright bye bye.