AccountId: 011433970860
ContactId: 2ae7471b-dbd0-48db-acd8-5d3f716518f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 738200 ms
Total Talk Time (AGENT): 213262 ms
Total Talk Time (CUSTOMER): 288432 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2ae7471b-dbd0-48db-acd8-5d3f716518f8_20250620T13:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi so I am just trying to get into my dashboard um and it's just told me to call this number uh we're experiencing an issue retrieving your data please try again later or contact customer service and I've been trying since yesterday so I thought I'd give a call this morning because I'm still having trouble.
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] OK, sure. Yes, I can assist you. Um, may I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Um, I am an agent.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What group number I should give you I can give you our tax ID number for our agency.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Alright, it's 32.
[CUSTOMER][NEUTRAL] 0066729
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you have many, many groups under you, correct, Miss [PII]?
[CUSTOMER][NEUTRAL] Correct, yes, yep, the uh the account that I access is like the agency account.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Got you. OK, um, let's see. We can try a few things and see if it will work, um.
[AGENT][NEUTRAL] Bear with me just a second, let me.
[CUSTOMER][NEGATIVE] Because it does, it looks like I'm logged in it's just unable to pull up my dashboard.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK. And it looks like it may be because for what I um here, it looks like it may be stuck. So we need to uh clear the cachet and we need to clear all the cookies and um just the history in general. So, um, do you wanna go ahead and try that?
[CUSTOMER][NEUTRAL] Yeah, I thought I did that and then I went ahead and tried in an incognito window and that still didn't work but I'll try it again here hold on just a minute.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] OK, should I just log out and log back in now?
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Did you uh do all the cleaning after you have closed the, the one that you had opened or you did it before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did it before, so I'll do it again here.
[AGENT][POSITIVE] Yes, just close everything and then do it. Yes, thank you.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] OK, I'm just waiting on a verification code.
[AGENT][NEUTRAL] Mm, sure, yes.
[CUSTOMER][NEUTRAL] Alright, still getting the same thing. I'm logged in but my dashboard just says we're experiencing an issue retrieving your data. Please try again later or contact customer service.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. All right, so we did try what it was expected from us. So let's see what else we can do. Let me see if I have any information, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so at this point it looks like I'm gonna have to get um broker resources on the line and see what are the next steps, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Thank you, OK.
[CUSTOMER][POSITIVE] Not at all, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good um I have an agent on the line, um, but she's trying to get into the portal but she's having troubles.
[CUSTOMER][NEUTRAL] Of course she is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] And I already helped her through the, through the whole uh process of cleaning the, the, you know, the history, the browser, the cache, the cookies, everything. So we did it twice, it's still not working, so.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So what is, um, who is she?
[AGENT][NEUTRAL] Is Ms. [PII], um, she gave me the ID tax ID number because she didn't have anything else, but the tax ID she has many groups under her name.
[CUSTOMER][NEUTRAL] Wait, wait, wait, so she's.
[CUSTOMER][NEUTRAL] OK, hold on, so she's trying to set up.
[AGENT][NEUTRAL] She's the agent
[CUSTOMER][NEUTRAL] Groups
[AGENT][NEUTRAL] No, uh oh, she is the agent, um, and she has gone, she already has her account, so she already created the new account. She has that done. So basically when she's trying to go in today, she's getting an error about the data being stuck, you know, that she cannot continue. So we went ahead and clear everything but still, it still didn't let her.
[CUSTOMER][NEUTRAL] So she's just trying to log in then?
[AGENT][NEUTRAL] Log into the dashboard, yes, uh-huh.
[CUSTOMER][NEUTRAL] OK. Um, OK.
[CUSTOMER][NEUTRAL] Um, is her callback number the [PII]?
[AGENT][NEUTRAL] Yes, [PII]. Mhm. Yes, it is.
[CUSTOMER][NEUTRAL] OK, um, I'm probably just gonna have to have her send a screenshot if she's getting an error if you've done all that there's nothing really more I can do, so we're probably just gonna have to report it to IT. So if you get another one, you might just have to put it, report it to IT.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, we don't, um, we don't do the screenshots in this department, um, usually that's either handled by, um, yeah, I think it's broker resources uh for any agents or broker resources I think we transfer it to you if it's like members or providers or groups then we handle that part that's yeah, based on the notes, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See what I can do.
[AGENT][NEUTRAL] OK. OK, here she comes. I'm sorry. I know. I wish this thing will stop. I wish we can get this resolved and everything will work normally like before, yeah, that'll be great.
[CUSTOMER][NEUTRAL] They're fine.
[CUSTOMER][NEGATIVE] I know. I, I know, I wish everything would just be normal. It was so hard.
[AGENT][POSITIVE] Yes, I know. All right. Well, here she comes. Have a good day, Miss [PII]. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hi this is [PII] how are you? I'm good, [PII] how are you today?
[CUSTOMER][NEGATIVE] I'm well so she told me that you're, you've created an account but you just can't log in now like you're receiving an error.
[CUSTOMER][POSITIVE] Yeah, I actually got assistance where somebody over there, um, remoted in on I've been having a hard time getting my account set up so, um, I didn't know if I should go to [PII]. She assisted me on, I guess that was Monday we got my account set up, um, so I was good to go and then.
[CUSTOMER][NEGATIVE] When I try to log in I'm able to log in um it it's giving me an option to log out so I'm in the system um but when I go to the dashboard all it says is we're experiencing an issue retrieving your data please try again later or contact customer service. I tried yesterday was getting the same thing so.
[CUSTOMER][NEUTRAL] I'm just trying to yeah yeah so the so the only thing we can do now is if you can please send me a screenshot of the error that you're receiving, I just need to report it to IT um it sounds like soul walked you through clearing all the cash and like um basically resetting so this is probably um an IT issue now that they need to try to resolve so um.
[CUSTOMER][NEUTRAL] Yeah if you could send, if you could send me that screenshot too and I'll give you my um email address, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] I guess I'll just put um is there should I put my agency name on there or? Sure you can put um are you the broker?
[CUSTOMER][NEUTRAL] Yeah, I'm the office manager here at the so yeah it's an agency accountant.
[CUSTOMER][POSITIVE] Yeah perfect so if you'll just put the agency name.
[CUSTOMER][NEUTRAL] And then um if you wanna put your tax ID numbers on there as well I'm trying to think of anything else that they would um.
[CUSTOMER][NEUTRAL] Um, ask if they come back to me, um.
[CUSTOMER][NEUTRAL] And then no that should be it maybe your email well I'll have your email address um but yeah just that screenshot should work and then I'll I'll escalate that to.
[CUSTOMER][NEUTRAL] IT.