AccountId: 011433970860
ContactId: deca769b-c80e-40b6-962d-ada93797b585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297519 ms
Total Talk Time (AGENT): 114714 ms
Total Talk Time (CUSTOMER): 100536 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/deca769b-c80e-40b6-962d-ada93797b585_20250508T15:23_UTC.wav
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[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 our current city secretary and treasurer is gonna be um retiring next month, and she's the one that typically does all of the new employees and um insurance and things like that. I'm needing some assistance on how to add someone on the website um so I can get them in and get them covered.
[AGENT][NEUTRAL] OK, uh, do you have?
[CUSTOMER][NEUTRAL] Is there any way I can
[AGENT][NEUTRAL] Yeah, do you have that group number for your uh group?
[CUSTOMER][NEUTRAL] Um, let's see, group number, I do, it's 12696.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then if I could also add me to this and take [PII] off and get um get me a user name and password that way I can do it from here on out, that would be great.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] And can you verify the address of the uh group, please?
[CUSTOMER][NEUTRAL] It was [PII], but we have switched over to [PII].
[AGENT][NEUTRAL] OK, and then I don't have you as a contact on here. Um, I just have [PII]. Is, is she available?
[CUSTOMER][NEUTRAL] Yes ma'am, she is, just one second please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], this is [PII] and at APL um so it looks like you are the only contact on this group and in order to um add people, you'll have to be the one that goes into um the admin site, our [PII], and you have to manage users when you log in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have your login information?
[CUSTOMER][NEUTRAL] Uh, on my computer I do.
[AGENT][NEUTRAL] OK, so you'll have to be the one that has to, you'll have to go into the site. You'll go to manage users, and then you can add um who you need to be on the uh to have access to the site and then let me see.
[AGENT][NEUTRAL] What you need
[CUSTOMER][NEUTRAL] OK, we're going uh I'm going in trying to find where you're talking about.
[AGENT][NEUTRAL] Um, so you'll log in and there should be a dashboard.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII] speaking here.
[AGENT][NEUTRAL] Just say my account.
[CUSTOMER][NEUTRAL] Yeah, she's putting it in we're putting it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you should see my account and then there'll be a space that says manage users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We need to take [PII] off. She's no longer here.
[CUSTOMER][NEUTRAL] So is this where I do that?
[AGENT][NEUTRAL] OK, yeah, it looks like her policy is suspended.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's that uh contact number?
[AGENT][NEUTRAL] Telephone.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So under manage users you can get um Bran added and then there's a second step if you want [PII] to be the new contact um if she's taking over um you'll need to send an email to [PII] with the request.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, we've got her set up in there and I'll send the email.
[AGENT][NEUTRAL] OK, also includes she mentioned a new address. Can you please include that address too, and we'll get our records updated.
[CUSTOMER][NEUTRAL] On that email?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK sure will.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Good