AccountId: 011433970860
ContactId: 249a457c-1dd2-4d0c-af14-77287a3ffd11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747020 ms
Total Talk Time (AGENT): 192431 ms
Total Talk Time (CUSTOMER): 415522 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/249a457c-1dd2-4d0c-af14-77287a3ffd11_20250602T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this actually, this is [PII]. I'm an agent in the field and I'm trying to pull up my account and it's the new Welcome Center online service center.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And I hit the log in and then it said my email address. I put you in my email address, and it came up with my password for my email address. It wouldn't let me in, it wouldn't let me in signing in my regular password. How do I get in to see my account?
[AGENT][NEUTRAL] Yeah, absolutely. So, uh, this past Saturday we've rolled out the new portal, um, so you will have to create a new account. Have you done that already?
[CUSTOMER][NEUTRAL] Nope
[AGENT][NEUTRAL] OK perfect um so if you go to the portal and you um select like set up new user, yeah, yes.
[CUSTOMER][NEUTRAL] Create a, I got you. Create an OSC there it says agency, agent broker group insured. I am a agent broker, I would reckon.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not really a broker. I'm an agent with Universal Trucking Benefits Association. So I haven't, I'm in a hierarchy already. So I'm really, I'm not an agency, so agent broker.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let me see. What, what was your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] RE OK.
[CUSTOMER][NEUTRAL] I've only been writing business for you for 20 years.
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] OK, yeah, I, if I were you I would um create a brokerage account.
[CUSTOMER][NEUTRAL] OK, so I got that. I'm hitting next.
[AGENT][NEUTRAL] Or broker account, yep, yep.
[CUSTOMER][NEUTRAL] OK, and I'm pushing my name, [PII].
[CUSTOMER][NEUTRAL] Everything came up. There's that, there's that. My date of birth is [PII]. My birthday was yesterday.
[AGENT][POSITIVE] Oh, well, happy birthday.
[CUSTOMER][NEUTRAL] Damn, I'm [PII]. Shit. My mind says I'm [PII], but my body says I'm [PII].
[AGENT][NEUTRAL] Well then you should go by [PII].
[CUSTOMER][NEUTRAL] And I'm going to hit
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][POSITIVE] Uh, create an account set up, continue, we're good there.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Uh, [PII]. My new packing I need my old password.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It can be your old password, yes, but it can be something new.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now, I'm gonna use the old one.
[CUSTOMER][NEUTRAL] Hold on. First letter needs to be caps, so I got M and then.
[CUSTOMER][NEUTRAL] At 10 and confirm it the caps.
[CUSTOMER][NEUTRAL] Got that.
[CUSTOMER][NEUTRAL] Display name, just put [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then your preferred name or your first name is [PII], and then your
[CUSTOMER][NEUTRAL] It's got [PII], yeah.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Last time tomorrow we gotta continue to send verified.
[CUSTOMER][NEUTRAL] Code I didn't do that just continue.
[AGENT][NEUTRAL] So we will send you a verification code to that email that you inputted and then um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you should get
[CUSTOMER][NEUTRAL] I hit that and now I did that verify code. I gotta go to my email.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and there it is.
[CUSTOMER][NEUTRAL] Well, I'll have to open it up.
[CUSTOMER][NEUTRAL] Let me open it up.
[CUSTOMER][NEUTRAL] And messages.
[CUSTOMER][NEUTRAL] There it is verify code.
[CUSTOMER][NEUTRAL] And that code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me go back over to here.
[CUSTOMER][NEUTRAL] Verified code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] I don't wanna change email, continue.
[CUSTOMER][NEUTRAL] Let me save that.
[CUSTOMER][NEUTRAL] I agree to the terms, whatever the hell they are.
[CUSTOMER][POSITIVE] I agree to the privacy policy, yep, get there.
[CUSTOMER][POSITIVE] Account creative successful go to dashboard.
[CUSTOMER][NEUTRAL] Log in
[CUSTOMER][NEUTRAL] It says send verification code. I already did that. Just hit continue.
[AGENT][NEUTRAL] Yeah, for some reason, yeah, well, for some reason it makes you have two verification codes if it lets you continue, great, if not you might have to have that verification.
[CUSTOMER][NEGATIVE] No, it's not, it's not, yeah, it's not letting me continue.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] You might need to um have it sent again. I don't know why it's doing that.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEGATIVE] Well, they haven't sent me another one.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I guess just use the other one.
[AGENT][NEUTRAL] No, it should send you a new one.
[CUSTOMER][NEUTRAL] So there
[CUSTOMER][NEUTRAL] Nope
[CUSTOMER][POSITIVE] Oh here we go.
[CUSTOMER][NEUTRAL] And the new one is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I hit log in and it's spinning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not going back to that page again.
[CUSTOMER][NEUTRAL] Just go back to like an APL and try to log in again.
[AGENT][NEUTRAL] It it's not letting you log in at all?
[CUSTOMER][NEGATIVE] Oh, come on, you piece of [PII].
[CUSTOMER][NEUTRAL] You know, it's kicking me back to that originally. Welcome to the online service center.
[AGENT][NEUTRAL] Ah, OK, then maybe try logging in again.
[CUSTOMER][NEUTRAL] OK, let me, I did it just spun. Let me go over to my icon APL secured. Welcome to the service center log in.
[CUSTOMER][NEUTRAL] Send verification code. Should I get them to send another verification code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Oh, this is why I hate these things. I hate them. That's why I have an IT. I have an IT guys out or you, you and I wouldn't be having this conversation. He would say, [PII], this is your new, this is your ID, this is your verification code and do it. I sell insurance. I don't do computer shit.
[AGENT][NEUTRAL] No, I know.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I get it.
[CUSTOMER][POSITIVE] That's why I have an IT guy that we paid to hold my hand. It's because I write more business than anybody in our company.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][NEGATIVE] Because I don't jack with this. This is taking away my sales time.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEUTRAL] OK, should I hit send verification code again? Yeah, let's send it again.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] We're gonna do this 4 times for them, and I'm still not going to get it straight. You know, you're gonna end up doing this for me.
[CUSTOMER][POSITIVE] OK, good to hear.
[AGENT][NEGATIVE] I wish, I wish we could because we've had a few issues with people, but unfortunately they didn't allow us to.
[CUSTOMER][NEGATIVE] I'm a big issue. I'm a big issue because I've got, and I've got another number here you go. Let's go to number [PII]. If they want if a hacker wants to hack you, you're hacked, OK? There's not a damn thing you can do to stop it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And it's still spinning with verification. 00, this just kills me, man.
[CUSTOMER][NEUTRAL] You've still got that page up that says, Welcome to the syndicate. Here we go. I clicked on log in. It's not letting me do that. Let me, it's gonna send me another verification code. I'm going to be in an internal loop. I'm in a loop of it getting send, welcome to the service center, sends me a verification code. I go to check in, I come back and it's got me, welcome to the service center again, log in or password, OK? I'm in a never ending loop. Can you get me out of this never ending loop?
[AGENT][NEUTRAL] I unfortunately I can't um if you wanna send me a screenshot, I can send it to IT and see if there's something going on.
[CUSTOMER][NEUTRAL] I know that's you're once again, that's I don't know how to do that. I have people do this for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got this, this thing I'm going over. I'm at where they sent me the verification code at my email. I go back over to [PII], and it's got login and it's spinning.
[CUSTOMER][NEUTRAL] And if I do it again, it's going to send me another verification code, then it's gonna hit me again. I'm in a loop where it sends the verification code, but it won't let me go to the page where I verify it.
[AGENT][NEUTRAL] OK. Um, yeah, I am. Um, I
[CUSTOMER][NEUTRAL] You following me?
[CUSTOMER][NEUTRAL] It's a never-ending loop.
[AGENT][NEUTRAL] Yeah, I, I'm gonna try and reach out to I.
[CUSTOMER][NEGATIVE] Tell your IT guy we have an abbreviation. It's a [PII].
[AGENT][NEUTRAL] So, um, I'll reach out to.
[CUSTOMER][NEUTRAL] Use your imagination.
[AGENT][NEUTRAL] I will, um, reach out to our IT department and see if this is something that they will be able to fix, um, and then I, I will.
[CUSTOMER][NEUTRAL] Do you explain, do you understand where I'm talking about my loop, where I'm in a loop? I go, I, I go from one screen, I go over to check my email. I check my email, I get the number. I go back over to where APL is, and it's back to the welcome to your online service center where it says log in, if you log in, it's the login is spinning. It's not giving me a place to I type in the number.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[AGENT][NEUTRAL] Um, OK, um, like I said, I, I have no control over this, so I will reach out to our IT department and see if this is something that we can get resolved.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I guarantee you they can't sell insurance or they would.
[AGENT][POSITIVE] Absolutely, that's why we have you.
[CUSTOMER][POSITIVE] That's right. I, I love my IT guy, but he's, but he's gone on a trip with his daughter.
[AGENT][POSITIVE] Oh, how fun.
[CUSTOMER][POSITIVE] You know why I like my IT guy so much.
[AGENT][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Because 7 years ago we had, I've got something called Bitcoin. It's a new currency, and for $1000 you can buy a Bitcoin. OK, I bought one. It's worth $100,000 now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][POSITIVE] I gave him $1000. He turned it into $100,000. I gave him $1100 for for Ethereum, and it's, it's doubled in two years.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] I should have given him $10,000. That way it'd be worth, you know.
[CUSTOMER][NEUTRAL] A million bucks.
[AGENT][POSITIVE] Yeah, absolutely. You wouldn't have to sell insurance anymore.
[CUSTOMER][NEGATIVE] Oh, I'd always sell insurance. I got too many damn clients depended on me. I've been in the insurance business for 37 years, but I still can't get my damn, find out what my, and it's just a little check, but I like to look at it anyways, see how much you're going to pay me before you actually pay me.
[AGENT][POSITIVE] Wow.
[AGENT][POSITIVE] Yes, yes, yes, absolutely.
[CUSTOMER][NEUTRAL] Actually just like to see if there's an[PII] issues. OK, so can you fix this for me or put me in for them to, it's my email address is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. I will, I'll reach out to them and see if this is something they can help us with, OK?
[CUSTOMER][NEUTRAL] OK, because I'm in a never-ending loop.
[AGENT][NEUTRAL] Yes, I, I understand. Um, I will give you a phone call back, um, or I can send you an email as well, uh, just to give you an update when I receive one, so I'll send you an email to that [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Of course. Have a good day.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye bye.