AccountId: 011433970860
ContactId: 19504548-ecf1-41e5-bcc4-70a6f463dbdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178690 ms
Total Talk Time (AGENT): 51821 ms
Total Talk Time (CUSTOMER): 100519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/19504548-ecf1-41e5-bcc4-70a6f463dbdf_20250602T12:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII] again sorry to call you back.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Just wanna let you know um.
[CUSTOMER][NEGATIVE] I did that password thing multiple times. What it does is when it's asking for your email and log in once you put all your personal information in, it says it doesn't identify who you are, so I hit change password, and when I do that it asks for a code, it shoots me a code to my email, then I put it in and then it says you've been verified and then it says continue so I hit continue and then it says an account could not be found for the provider provided user ID.
[CUSTOMER][NEGATIVE] But there is nothing on the screen that asks for a user ID just says email address.
[CUSTOMER][NEGATIVE] So I feel like it's glitching like there's something wrong with it.
[AGENT][POSITIVE] yep, OK, um, can you, can you do me a huge, huge favor? Can you try and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Screenshot where you put in the your email when you get that far, put in your email and where it does not ask for um the passcode.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] I'm gonna um
[AGENT][NEUTRAL] I will, I will send that over to IT and.
[AGENT][NEUTRAL] Tell them we have an issue.
[CUSTOMER][NEUTRAL] Because it's got to be happening to everybody is what I'm thinking, you know what I mean?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Or, uh, or I'm the problem child. It's one of the two, but I got a feeling I'm pretty good with this stuff, so like I got a feeling it's not just me, um, you know what.
[AGENT][POSITIVE] I have a feeling you're probably right.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I have a feeling you're probably right. Um, now, have you tried to log in as an insured to see if it does the same thing?
[CUSTOMER][POSITIVE] Yes, same exacting. I did it all over the weekend, but I also did it this morning again to make sure I wasn't losing my mind, um.
[AGENT][NEUTRAL] And it does. OK.
[CUSTOMER][NEUTRAL] Because I wanted to make sure that I was doing it right, you know.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Sorry, I got a [PII] old in the background here.
[CUSTOMER][NEUTRAL] If it'll just let me do this one more time for you.
[CUSTOMER][NEUTRAL] And this is once you've um alright I just sent it over this is once you've already.
[CUSTOMER][NEGATIVE] Punched in all your information, even hit forgot password on the email, and they send you a verification code and it says once your email is verified, you can now continue. When you hit continue, there's no spot to put in the user ID it just says.
[CUSTOMER][NEGATIVE] An account could not be found for the provided user ID.
[AGENT][POSITIVE] Nice. OK.
[CUSTOMER][NEUTRAL] I just, I just shot it over to you.
[AGENT][POSITIVE] OK perfect alright I'll get with IT then and see if we can figure out what this little bug is.
[CUSTOMER][POSITIVE] I appreciate all your help. If you need anything, please just call me.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Thanks so much, [PII].
[CUSTOMER][POSITIVE] Thanks. Have a great day.
[AGENT][NEUTRAL] You too bye bye.