AccountId: 011433970860
ContactId: 4036d271-6c92-4647-bfbd-7d73fc9f80a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607559 ms
Total Talk Time (AGENT): 106820 ms
Total Talk Time (CUSTOMER): 317463 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4036d271-6c92-4647-bfbd-7d73fc9f80a9_20250625T19:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Brooker Resources, um.
[CUSTOMER][NEUTRAL] You talked to [PII] lately?
[AGENT][NEUTRAL] Yes, I actually thought I had dinner with her last, uh, Wednesday, yeah, yeah.
[CUSTOMER][NEUTRAL] Oh, cool, cool. Well, alright, anyway, back to business, sorry, um, I have a customer on the line and so she's trying to register her personal account and I have verified I've walked her through the set up. She says she's done it 4 or 5 times and apparently she's reported her issues on your side that someone's supposed to be calling her back and they haven't. Let me give you her information. It is policy number 711167.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her email address is correct in the system. Her date of birth is correct in the system. I told her to enter just the required information when she went through the set up she went through it step by step with me and she's getting an error message that it won't let her get past like she's unidentified or something or I don't know, she'll have to tell you because I can't remember what she said it's I'm making it sound like that that sign on or that user name's already been used and so she tried to log in like like she maybe she already set it up and that didn't work either.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. I'll help her out.
[CUSTOMER][NEUTRAL] So I'm OK, I'm gonna pull her on the line. Give me just a second here. Oh my gosh, I changed this whole thing. OK, there we go. Hang on.
[CUSTOMER][NEUTRAL] Ms. [PII]?
[CUSTOMER][POSITIVE] Yes. Hi, I've got [PII] on the line and I explained to her what's going on and she's gonna try to help get this resolved for you, OK? OK, thank you. Alright, you have a great day thanks for calling APL bye bye. Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], um, yes, she explained you're having trouble logging on to our site, is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, let me um pull up something real quick.
[AGENT][NEUTRAL] OK, let's see what we have here. And are you using Google Chrome or Microsoft Edge or?
[AGENT][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] It's, it's Microsoft and it's not Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you ever get to the point?
[CUSTOMER][NEUTRAL] It's edge, it's microscopic.
[AGENT][NEUTRAL] OK, were you able to, were you able to get to the point where you entered a password?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, but the password never worked.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I, I use two different ones, my old one, and then I create. This is my 4th time to call and on the 3rd time, we established a new uh password, but neither the old one or that one would work.
[CUSTOMER][NEUTRAL] And when I push log in it says that uh to get started you must create a new account.
[AGENT][NEUTRAL] OK. Um let me see.
[AGENT][NEUTRAL] Let me make sure and see if we've worked your error yet because I show we logged it on [PII] but
[AGENT][NEUTRAL] Um, has anybody contacted you since then?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just a moment.
[AGENT][NEUTRAL] OK. Uh, looks like, yes, we've got.
[AGENT][NEUTRAL] Are you still getting the error message issued retrieving your data?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, uh, that I haven't gotten that today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've gotten it in the past, but not today.
[AGENT][NEUTRAL] OK and then what error message are you getting today?
[CUSTOMER][NEUTRAL] It just says there's already an existing account.
[CUSTOMER][NEGATIVE] When I put, I've gotten to the point where I can put in my password and I well that's where the mess up happens is when I try to put in the password and it's like right above the email, the email address, it says something in red um to the effect of there this already exists try another account, another email, but I don't, I don't have another email.
[AGENT][NEUTRAL] OK, um, can you try doing forgot password?
[AGENT][NEUTRAL] Or have you tried that already?
[CUSTOMER][NEUTRAL] Um, I can.
[CUSTOMER][NEUTRAL] I have it today. I will do that. OK. I'm, I'm gonna click in where it says continue on this welcome to OSC get started with a new account, um, to where it says welcome to the online service center. I can either log in, create an account or forgot password so you want me to try forgot password?
[AGENT][NEUTRAL] Well, first, let's, um, did we have you cleared your browsing data?
[AGENT][NEUTRAL] Can we try that first.
[CUSTOMER][NEUTRAL] Uh, yes, um.
[CUSTOMER][NEUTRAL] I cleared everything and started a new window.
[AGENT][NEUTRAL] OK, but are you cleared it through the top 3 dots in the upper right-hand corner and then go to settings and then clear browsing data.
[CUSTOMER][NEUTRAL] Let me, let me try that.
[CUSTOMER][NEUTRAL] OK, I think I cleared a bunch of that. Let's see.
[CUSTOMER][NEGATIVE] I do not see where it says.
[CUSTOMER][NEUTRAL] To clear browsing data.
[AGENT][POSITIVE] Um, it's the top 3.
[CUSTOMER][NEUTRAL] It says share.
[AGENT][NEUTRAL] Do and then
[CUSTOMER][NEUTRAL] Yes, the, the three little dots.
[AGENT][NEUTRAL] And then go to settings
[CUSTOMER][NEUTRAL] Yeah, I did that and.
[CUSTOMER][NEUTRAL] And that's where I am.
[AGENT][NEUTRAL] And it should say top settings clear browsing data to the right.
[CUSTOMER][NEUTRAL] OK, let me, let me try something. Hang on just a second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know what this, OK, hang on, um.
[CUSTOMER][NEUTRAL] In the settings and it says what now?
[AGENT][NEUTRAL] Uh, I should say there's a
[CUSTOMER][NEUTRAL] At the top it says clear browsing data, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Browsing history download um.
[CUSTOMER][NEUTRAL] I don't want to clear all my passwords. Do I have to select that one? I selected browsing history.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] All you have to clear is
[CUSTOMER][NEUTRAL] Download history.
[AGENT][NEUTRAL] No, it's gonna be your cookies and other sites and then cached images and files.
[CUSTOMER][NEUTRAL] OK, and that's, I, I'm gonna push clear again. I did that the other day, but I'm gonna, because like I said, I've been helped with this before, so we did that. OK, now I'm back to my page that says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to your online service center. You want me to log in and or do forget forgot password?
[AGENT][NEUTRAL] I do forgot password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna put in my email address and it's gonna send it to me.
[CUSTOMER][NEUTRAL] Making sure my email, OK, they're sending me a code.
[CUSTOMER][NEUTRAL] And there several times too.
[CUSTOMER][NEUTRAL] It just takes a few seconds. OK, here's my code.
[CUSTOMER][NEUTRAL] Can you put that in.
[CUSTOMER][NEUTRAL] OK, and verify code correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And it gave me my email address and it is correct.
[CUSTOMER][NEUTRAL] And I'm just gonna click continue.
[CUSTOMER][NEUTRAL] OK, it says new password, so I'm gonna put in something totally different that I've never had.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna write that down right quick before I forget it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, now I'm back to the home page now I should be able to just log in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Like log in.
[CUSTOMER][NEUTRAL] And my email address.
[CUSTOMER][NEGATIVE] Let me try that again. It's not, it keeps going to a wallet and I deleted a lot of information out there.
[CUSTOMER][NEUTRAL] OK, now it's just spinning on the word login.
[CUSTOMER][NEGATIVE] I don't understand that.
[CUSTOMER][NEUTRAL] OK, it's just spinning on log in.
[CUSTOMER][NEUTRAL] It should have already moved from there, correct?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Are you there? I'm sorry.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?