AccountId: 011433970860
ContactId: fdca0e5a-af69-4fb9-9c9e-f056b1d9c3ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725780 ms
Total Talk Time (AGENT): 287359 ms
Total Talk Time (CUSTOMER): 173897 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/fdca0e5a-af69-4fb9-9c9e-f056b1d9c3ef_20250612T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] [PII], I'm a business and I went on the website to log on and apparently the website's been updated and my information to log in is not working.
[CUSTOMER][NEUTRAL] So I'm not sure what I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah absolutely so I apologize for any inconvenience on that. We did update the website and so everybody's having to create a new logins and everything. You said you're with a group, correct?
[CUSTOMER][NEGATIVE] Yes, and I called my representative that works with us. I tried to do with him on the phone. It didn't work, so that's why he told me to call the [PII] number.
[AGENT][NEUTRAL] OK, do you
[AGENT][NEUTRAL] OK, let's take a look. Uh, do you by chance have the group number?
[CUSTOMER][NEUTRAL] Yes, 25755.
[AGENT][NEUTRAL] 25755. OK, let me pull that up here.
[AGENT][NEUTRAL] And then if you could verify the group name and address.
[CUSTOMER][NEUTRAL] Century County government.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Thank you. And then what's your first name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] OK, so on the group, um, when it's initially set up when you go to the a.m. public um onto our website, you're gonna have to click under the sign in there's a link there that says create your OSC account and then once you click on that you would click group. Now the group contact information on here all has to be entered as it is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Initially, so the email on here is for I believe a [PII].
[AGENT][NEUTRAL] Um, it's, so the email is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Oh, OK, yes.
[CUSTOMER][NEUTRAL] Uh, yes, if that's what it's under, uh, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what you'll have to do, um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I initially when you're creating this put in that group number put in that email and then the phone number on here I can give you that also.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It all has to match so you initially have to create the log in under that email and then once you get in and create the password under that email there is an option in there to manage users and you guys can add additional emails and so it just initially has to be under this one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, um, the, the phone number I have, or should I think should be on file would be an [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, that's the one on here, yeah.
[CUSTOMER][NEUTRAL] OK, and the zip code it says it should be [PII]?
[AGENT][POSITIVE] Yeah, that's right. That's what we have.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK, so I have everything here.
[AGENT][NEGATIVE] Is it still not working?
[CUSTOMER][NEGATIVE] And then it says error no yeah it says no user was found.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me see if I can recreate the same thing. Do you know is um.
[AGENT][NEUTRAL] Is that email associated with any other group or would it just be this group?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me find it. Let me ask [PII], hold on, OK?
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, is it possible to change the email to another new one?
[AGENT][NEUTRAL] Um, so if we need to change the email, it would, I believe you guys are gonna have to.
[AGENT][NEUTRAL] Send an email to get it changed for the group. Let me double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I did enter the info.
[CUSTOMER][NEGATIVE] Because I'm trying to sign in with the the email that I gave the email that I tried and it's still not, it's not finding the account.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] What we do and this website oh great.
[AGENT][POSITIVE] So I copied what I see from the group onto the site and it actually is letting me move forward. So if you want, I'll walk through what I have and just make sure it matches what you have on yours.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So should I go back out and then go back in, try it again from the beginning.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, you can, yeah, close out the browser, go ahead and if you know how to clear your history, and then start over.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here we go. OK, so I'm gonna hit create your OSC account.
[CUSTOMER][NEUTRAL] I'm gonna hit the group
[CUSTOMER][NEUTRAL] Next, right, so my group number is 25755.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, alright, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What what email you said you had on file?
[AGENT][NEUTRAL] The city we
[AGENT][NEUTRAL] So the email is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK, and then the state should be [PII].
[AGENT][NEUTRAL] Right, city is [PII]
[CUSTOMER][NEUTRAL] OK, I got that.
[CUSTOMER][NEUTRAL] Alright, let me see what happens hit next.
[CUSTOMER][NEGATIVE] Yeah, no user was found with this information.
[AGENT][NEGATIVE] I don't know why it's letting me move forward.
[AGENT][NEUTRAL] Are you using Google Chrome as your browser?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Um, yeah, I mean, when I put in that information, it lets me continue, it says complete account set up.
[CUSTOMER][NEUTRAL] I'm not sure why it's not letting me into it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And the email you have is [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And center should be [PII]
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there something that you can do on your side that I can get help to try to set this up?
[AGENT][NEUTRAL] I mean I can proceed forward it's gonna send a verification code though to the email to complete the set up. Do you have access to the email if you can give me the verification code?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, [PII]'s here with me, so that won't be a problem.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] OK, so it's sending a verification code. Let me know when you get that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm, I
[CUSTOMER][NEUTRAL] Uh, she hasn't got anything yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll get this figured out
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so the account's been created the password that I created for the account you guys can of course reset um you're gonna use that email as the username.
[AGENT][NEUTRAL] And the password is gonna be [PII] the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll move from there because, uh, uh, [PII] went on the meeting, so when she comes back I'll redo it again because she has the code and it's in her email so I don't have access to her email.
[AGENT][NEUTRAL] Yeah, yeah, it's gonna, yeah, absolutely. So um if you guys have any problems signing in after that, then give us definitely a call but the account's been created and then once you get in there, uh, like I said, there is a manage users where you can add additional emails.
[CUSTOMER][POSITIVE] OK perfect that works for me thank you so much I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.