AccountId: 011433970860
ContactId: 09bc168d-3c3f-47cb-8a22-33b33a0a9873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1955380 ms
Total Talk Time (AGENT): 728666 ms
Total Talk Time (CUSTOMER): 459924 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/09bc168d-3c3f-47cb-8a22-33b33a0a9873_20250625T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with LC Dellinger Building Company.
[CUSTOMER][NEUTRAL] And I am trying to trying to get into.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My account.
[CUSTOMER][NEGATIVE] And it's saying it can't find me.
[AGENT][NEUTRAL] OK, [PII], so you're the group administrator. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you're trying to log into the portal, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can try and help you with that. [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number, please?
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Oh hold on.
[AGENT][NEUTRAL] OK, you're fine. No, ma'am, you're fine.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][POSITIVE] That's OK, no worries.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK, the group number is 65049.
[AGENT][NEUTRAL] OK, thank you. So if you'll give me just a moment please to get the group's information pulled up and then I will have to verify the group's information with you for security purposes. So just a moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you could first please verify the group's name again for me and the address.
[CUSTOMER][NEUTRAL] OK, LC Dellinger building company or building.
[CUSTOMER][NEUTRAL] Building Incorporated 1643.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have on file for the group as the primary number is the same as the one that you gave me, so that is correct.
[CUSTOMER][NEUTRAL] OK mhm.
[AGENT][NEUTRAL] OK, alright, so, um, [PII], you should have received an email notification a few weeks ago. There has been an updated or an update rather made to the portal so you will have to set up a new profile.
[AGENT][NEUTRAL] In order to log in now I can see I have a couple of user guides.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I can, you can try and set it up with me on the phone but I'm going to email you these user guides just so you'll have for reference.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment to go ahead and send you that and then we'll try and get your portal set up, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Right, don't go out.
[AGENT][NEUTRAL] Uh oh, you having some bad weather?
[CUSTOMER][NEUTRAL] No, we, well, we have some hot weather, but OK.
[AGENT][NEUTRAL] Oh, we're having some hot weather too. I can relate to that. I'm located in [PII] and so it's.
[AGENT][POSITIVE] Yeah, it's, it's good and hot here, but it's always good and hot in the summer for us, so.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][POSITIVE] Yeah, well, [PII], this is some of the hottest weather I think we've had in a long time.
[AGENT][NEUTRAL] Yes, ma'am. According, I mean, I've been watching obviously the world news in the evening and
[AGENT][POSITIVE] I feel very sorry for people who aren't accustomed to the kind of temperatures that they've been having, you know, that would be kind of like [PII] having subzero temperatures in the winter, you know, we would not be able to handle that either.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We wouldn't know what to do with that, so.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, I opened my door. It goes directly outside and I had opened the door a while ago and that he just hit me right in the face and I thought, let's shut the door back.
[AGENT][POSITIVE] Yeah, I don't blame you. Shut the door and turn the AC on. That's exactly right.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so the email that I just sent or sending right now and you, it may take it a second to come through, but it's gonna come from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I did put APL online service center for you in the subject line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So like I said, it may take a minute. I don't, it shouldn't go to your junk or spam folder. I don't think [PII], but if you haven't seen that in your inbox and then just a few minutes, you might want to check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] One of those um junk or spam folder to see if it did go there, but hopefully it doesn't.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so 1 2nd.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so if you will just go to the login page like you normally would to the [PII].
[CUSTOMER][NEUTRAL] Well, I, I think I'm there.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so you should see it should say welcome to the online service center and then a little paragraph and then it says log in and right before, right below rather log in it says create your OSC account.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so you're gonna click on create your OSC account.
[AGENT][NEUTRAL] And then you're gonna select group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And go next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on that next screen there's gonna be several boxes, but there should only be two that have a red asterisk beside them, and that's the group number and the email on record. So just fill your group number in there and then your email address that we verified with each other there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then I believe you'll click next again the portal is all it's new for everyone so.
[AGENT][NEUTRAL] It's baby steps for all of us.
[CUSTOMER][POSITIVE] I like baby steps.
[AGENT][MIXED] Yes, sometimes it feels like a leap and a bound, but I prefer the baby steps.
[CUSTOMER][POSITIVE] That's easy for me.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, OK, go, I got the group number and I got the email on record.
[AGENT][NEUTRAL] OK. And then can you, does it have the next, does it say continue maybe?
[AGENT][NEUTRAL] Give you the option to click continue or next. OK, so do that.
[CUSTOMER][NEUTRAL] That's next.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then, what do you see on your screen now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, it says, uh, complete your account.
[AGENT][NEUTRAL] Does it say something about
[AGENT][NEUTRAL] Account set up, OK, so click continue.
[CUSTOMER][NEUTRAL] It says complete your OK, all right.
[AGENT][NEUTRAL] Alright, continue now it should send you an email with a verification code.
[AGENT][NEUTRAL] You can click um do you see where it says send verification code?
[AGENT][NEUTRAL] Well, it should ask you to, OK, so enter your email.
[CUSTOMER][NEUTRAL] I see email address.
[AGENT][NEUTRAL] And then click send verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this, some of them come through really quickly and some of the verification codes may take a minute, so we'll just be try to be patient. Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then verification.
[AGENT][NEUTRAL] And wait for you to get that verification code.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, I was trying something earlier and.
[CUSTOMER][NEUTRAL] It and it was asking me for verification code. It was on another account and.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It never came through and it never came through so I told the lady I said uh let me just hang up and.
[CUSTOMER][NEUTRAL] I may be calling you back.
[AGENT][NEUTRAL] Mm well.
[CUSTOMER][NEGATIVE] And I guess it it must have been about 15 minutes before it ever came through, but of course it was too late.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][NEUTRAL] Yeah, cause they will expire. It shouldn't take that long, but I mean, it may take, it may take a couple of minutes. And you may have to refresh your email.
[AGENT][NEUTRAL] Once you've told it to send the verification code.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Previ
[CUSTOMER][NEUTRAL] OK, it just came.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Do another password now.
[AGENT][NEUTRAL] So what you're gonna do is, OK, so did you get your code, you did get your code?
[CUSTOMER][NEUTRAL] I did get my code.
[AGENT][NEUTRAL] OK, so you will put that code in that box.
[AGENT][NEUTRAL] And click verify code.
[AGENT][NEUTRAL] And then it should tell you, it should give you like now your email address is verified, something like that, create password.
[CUSTOMER][NEUTRAL] Uh, it has given me change email.
[AGENT][NEGATIVE] OK. So you're not gonna do that. So don't, yeah, you don't wanna do that.
[CUSTOMER][NEUTRAL] So can't change my
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And goes to new password.
[AGENT][NEUTRAL] OK, so did you get a message stating that you're um.
[AGENT][NEUTRAL] Your email had been confirmed?
[AGENT][NEUTRAL] Or not yet.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I had something to pop up but.
[CUSTOMER][NEUTRAL] Find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're to the, OK, so it, you can try to put in your a password and then as far as that name, you can, you know, if you just wanna put your first name and then your last name down in the.
[AGENT][NEUTRAL] Um, surname.
[AGENT][NEUTRAL] I believe that's how it's ordered.
[AGENT][NEUTRAL] Cause that's just kinda how it's gonna look.
[AGENT][NEUTRAL] And you don't have to put anything in given name.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Alright, hang on a second, I got another.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, it says your business is appreciated, click here to share if we.
[CUSTOMER][POSITIVE] Me or exceed your expectations. Let us know how to answer your customer service. Uh, thanks again for being an APO customer and right below it there's another number 10924.
[AGENT][NEUTRAL] Hey, you're the first person that I've talked to that's, that they see any of that. I've not heard that before.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I can always make things messed up.
[AGENT][NEUTRAL] Oh, no, it's not you. We're just, um, again, like I said, we're having to do this in baby steps. OK, so it let you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So did you get the opportunity to do your password and your put your name in?
[CUSTOMER][NEUTRAL] OK, uh, let me.
[AGENT][NEUTRAL] And click continue.
[CUSTOMER][NEUTRAL] OK, now I need to do a um.
[CUSTOMER][NEUTRAL] Do a password right?
[AGENT][NEUTRAL] No, I think so.
[AGENT][NEUTRAL] I think you were to, to where you would do that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It has come up and.
[CUSTOMER][POSITIVE] Give me one and boy is it crazy.
[AGENT][NEUTRAL] Mm, just do your, yeah, I believe you just need to do your own, actually, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You suggested your own password.
[CUSTOMER][NEGATIVE] OK, now we're gonna do my password, which I hate doing because I can come up with something.
[AGENT][NEUTRAL] Oh, I know, and we can't, you know, unfortunately, we can't use the same thing for all of our stuff because of the bad guys constantly trying to hack us, but, you know, I understand the struggle as far as trying to remember what your passwords are for everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] I can 150% relate to that.
[CUSTOMER][NEUTRAL] I got a book here.
[CUSTOMER][NEUTRAL] Yeah, I got a book here that I keep everything with um in it and I carry it with me everywhere as I go because I know I, I need to separate my home ones in this but I haven't done it yet so.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] From business.
[AGENT][POSITIVE] So that's like the holy grail that you carry with you everywhere.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK, let me see if I can think real quick, uh.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, give me one of those crazy letters.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, let me try this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Display name, is that me?
[AGENT][NEUTRAL] Yes, you would, you could just put, yes, you can whatever you want to put there you since you're the administrator, you can put your first name and then then you can skip that middle box and you can put your last name in the other box.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you do, you know, all of that and click continue.
[AGENT][NEUTRAL] Then you should get a couple of um boxes.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] For terms of use and privacy policy to check.
[AGENT][NEUTRAL] Mark and then click continue.
[CUSTOMER][NEUTRAL] OK, hang on.
[AGENT][NEUTRAL] OK. I'm sorry, I didn't mean to get ahead of you.
[CUSTOMER][NEUTRAL] Hang on, it, it, no, no, it's because I didn't do the passwords right. I got that or retype them, I guess I left one little character out or hit your caps lock or something. I don't know.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] I can relate to that too. It happens to me all the time.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think I left my J out I.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] No worries. We'll take as long as it takes, and that's how long it's gonna take us to help you get this set up. So, no worries.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try this.
[CUSTOMER][POSITIVE] Alright, we're gonna try this.
[CUSTOMER][POSITIVE] Yay.
[AGENT][NEUTRAL] All right. So once, once you're, you've agreed to the terms and the privacy policy, now it should.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, probably want you at that point. I think it's going to says your account has successfully been created, something to that effect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And take you to the, it has go to dashboard.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, welcome to OSC.
[CUSTOMER][NEUTRAL] That where I'm supposed to be?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I it should, yep, I think so. So you're gonna once you're there, if it's, you're back to the welcome to the OS online service center page, you'll click log in.
[AGENT][NEUTRAL] And it will send you a 2nd.
[AGENT][NEUTRAL] Security code that you're gonna have to enter mhm so that's essentially like a multi-factor authentication.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just hit the pin.
[AGENT][POSITIVE] Mhm. Yup. And hopefully it won't take very long and it's gonna email you that as well.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's come on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Everything was going so good, so come on now.
[AGENT][NEUTRAL] It's teaching us patience, Ms. [PII].
[CUSTOMER][NEGATIVE] Sometimes my patience gets very thin around here.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But I'm sure we're all like that.
[AGENT][NEUTRAL] I think we are.
[AGENT][NEUTRAL] Tried and tested for sure.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The app or.
[AGENT][NEUTRAL] I'm still waiting on that last um code.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that's fine.
[AGENT][NEUTRAL] Like I said, sometimes they'll come through really quickly and then sometimes it, it takes a few minutes.
[AGENT][NEUTRAL] But we have found that, you know, if
[AGENT][NEUTRAL] You know, people who have called in that, you know, said, well, they didn't get it, so they requested another one. Well, if they request it too many times, then it really throws everything kind of off. So that's why we've been asked to ask our callers to just be a little patient with receiving that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Try refreshing your email, [PII] to see if, if it may be there when you do that.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEGATIVE] It's expired. Oh my gosh, I just got it.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so just have it, just tell it to send you another one.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Because that has occurred as well. [PII] said that's not just you. I mean, we're, it's like you get it, but you enter it, say, say that it's expired. I think it's, you know, you should have it within like less than 5 minutes. And that's, again, that's one of those security things is, you know, it kind of it just times out.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] Just got hacked.
[CUSTOMER][NEUTRAL] No, I'm just trying to set up and set up uh.
[CUSTOMER][POSITIVE] This so I can go in and print off the invoice.
[CUSTOMER][NEUTRAL] Set up this account so I can go ahead and print off an invoice on the guys.
[CUSTOMER][NEUTRAL] Uh, cancer policy so I can get the invoice to pay it.
[CUSTOMER][NEUTRAL] I'll pay it by check.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] And [PII], are you gonna need to have the June and July invoices?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Now what did you say? I'm sorry.
[AGENT][POSITIVE] That's OK. I'm so sorry. I didn't realize you were speaking to someone else.
[CUSTOMER][NEUTRAL] Oh, I think I've, I think I've paid it and I don't know, maybe I paid them. I'm not sure. I know I paid it to pay.
[AGENT][NEUTRAL] OK, so what I'm gonna do there even when you get your profile currently once we're able to get you set up and confirmed and everything, there is an issue that IT is working on regarding printing the invoices so I'm just gonna send you an email with the June and July invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Because you won't be able to print those yet. So give me just a second to do that while you're waiting. And again, you may want to try and refresh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Your, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Browser to see if it comes through. I don't.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Going back up through here making sure that I haven't looked it.
[CUSTOMER][NEUTRAL] [PII], did you call [PII]?
[CUSTOMER][NEUTRAL] Oh yeah, that's right, they're on that, uh, Boy Scout thing.
[AGENT][NEUTRAL] And that email I did just email you those invoices, [PII], and that's also gonna come from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, well I'm going to.
[AGENT][NEUTRAL] You're still waiting on that next code?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, but I think I'm gonna have to hang up and uh.
[CUSTOMER][NEGATIVE] Shut down my computer because he said he just got hacked and I don't.
[AGENT][NEUTRAL] Oh, no. OK. Well, that's not good. That's not good. So I guess that is a really good thing that we're, we've updated our portal to make it even more secure than it already was.
[CUSTOMER][NEUTRAL] Yeah, so, uh, right.
[CUSTOMER][NEUTRAL] Right, right, I'm gonna, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well, let me just go ahead and hang up and I'll deal with this factor.
[AGENT][NEUTRAL] OK, well, if you, you know, once, once you're able, yes, to verify that everything is secure, you know, and you can try to get back in there, just try to have it to send that code again, but if you have any, you know, if it's you're still having trouble with it, um, then just call us back. You do have those user guides that I sent you and those two invoices as well so.
[CUSTOMER][NEUTRAL] Figure out what
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Anyway, I hope that the system is, is not completely compromised on your end and I'm sorry that's happened to y'all, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Well, Ms. [PII], can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] No, I think that's it for right now.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and again call us back if you need any further help with it, OK?
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Thank you so much. Yes, ma'am. And you have a nice day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You too OK bye bye.
[AGENT][NEUTRAL] Papa