AccountId: 011433970860
ContactId: 429eed2f-32c0-413d-91e0-a2f35e0d8ba5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 665479 ms
Total Talk Time (AGENT): 224344 ms
Total Talk Time (CUSTOMER): 228094 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/429eed2f-32c0-413d-91e0-a2f35e0d8ba5_20250618T19:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I am trying to log on to your website and apparently it's changed.
[AGENT][POSITIVE] OK, sure. I can assist you with that. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] The group number is 25598.
[AGENT][NEUTRAL] You're calling from the group or your personal policy?
[CUSTOMER][NEUTRAL] Group.
[AGENT][NEUTRAL] Group, OK, one moment.
[AGENT][NEUTRAL] And what's the name and address of the group?
[CUSTOMER][NEUTRAL] Advanced concrete Systems [PII].
[AGENT][NEUTRAL] OK, thank you. All right. All right. And may I have the email address for verification?
[CUSTOMER][NEGATIVE] Well, I've tried all three email addresses that I've known. I've been here a year and a half, and I just don't know. I have [PII]. That didn't work, [PII], that didn't work. [PII] and that didn't work. It's gotta be one of those three.
[AGENT][NEUTRAL] OK. And you're trying to create the account again or you're just trying to get into the one that you had in the past?
[CUSTOMER][NEUTRAL] Well, I used to be, yeah, I had a log in before.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it it wasn't tied. I mean my my user ID was not my.
[CUSTOMER][NEUTRAL] Um, email.
[AGENT][NEUTRAL] Correct, yes, um, well, Ms. [PII], we have changed the, the OSC, the online service center platform, so and now we have asked for, uh, everybody to create a new account. So, um, if you have not created your account yet, we need, um, we need to go to the, um, create my OSC account. OK, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm on the website I'm yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm there. I just don't know what to put in for an email that works.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, so, um, OK, so we have uh chosen to create the account, we have chosen group, and then we put the group number, the email address on records. It's gonna be the letter [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's all you're gonna need to put just the group number and the email. You can leave the rest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it didn't let me leave the state blank. It was already in there populated. Let me go back and try it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Um, next.
[CUSTOMER][NEUTRAL] 25598 let me make sure I have that right.
[CUSTOMER][NEUTRAL] Yep, and yeah, the, the state's already populated. I put my email address in and I hit next and I get error no user found with information that was entered.
[AGENT][NEUTRAL] OK, that, yeah, that means that um your time out and it has stuck the, the, the page is stuck. So um what we can do is go ahead and clear history.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Create your OSC account group.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Continue um.
[CUSTOMER][NEUTRAL] 25598.
[CUSTOMER][NEUTRAL] And I get the error again so how do you have, I mean, do you have my email on record?
[AGENT][NEUTRAL] Mhm, yes, and it's the one that I just mentioned the [PII]
[CUSTOMER][NEUTRAL] So let's make
[AGENT][NEUTRAL] The last
[CUSTOMER][NEUTRAL] Well, let's make sure it's spelled correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yeah, I was gonna mention it, but you can go ahead and let me know.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is what we have. OK, so um when you went back and you opened this the website again, did you clear the history before you went in or you just went ahead and close the tab and open it again?
[CUSTOMER][NEUTRAL] I went to history and saw where there was an APL and cleared it. I mean, let me see, I guess I could clear my.
[CUSTOMER][NEUTRAL] I don't really wanna clear all of my history.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What if I use a different browser?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can try a different browser, which, which one are you using right now?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I am using Edge. I'm gonna try Chrome.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK group.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what, what does the error say?
[CUSTOMER][NEUTRAL] No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If this error persists, please contact customer service.
[AGENT][NEUTRAL] OK, so when you went in the website through Chrome.
[AGENT][NEUTRAL] What steps did you follow? Did you go to [PII]? Did you already have it saved in the computer where you just click and got it in? How did you go in?
[CUSTOMER][NEUTRAL] I actually I copied it from my other.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] You cannot copy it. That, that, that will make that happen. OK, so.
[CUSTOMER][NEGATIVE] You guys have a real problem with this.
[CUSTOMER][NEUTRAL] This should not be this difficult.
[CUSTOMER][NEUTRAL] Alright, let me clear this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Remove from history remove from history. Now you tell me what website and I'll put it in.
[AGENT][NEUTRAL] OK, so, um, right now you're in Chrome or you're still on edge, but you have both of them open?
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have them both. You're now you're gonna tell me I have to close edge.
[AGENT][NEGATIVE] At least close any page that you have opened in edge with us.
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That may interfere.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're gonna go to Chrome and you're gonna go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I gonna go to sign in?
[AGENT][NEUTRAL] And go ahead and click on sign in.
[CUSTOMER][NEUTRAL] And create your OSC account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Choose group like next.
[CUSTOMER][NEUTRAL] And group.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, for the group number 25598.
[CUSTOMER][NEUTRAL] No, I can't, I
[CUSTOMER][NEUTRAL] OK, thank you, because I had to close and now I don't have it 25598.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm, yes, and the email mhm.
[CUSTOMER][NEUTRAL] And my email.
[CUSTOMER][NEUTRAL] And next
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Error
[CUSTOMER][NEGATIVE] This is like the 2nd day I've tried. I've spent, I, I, this isn't the first phone call I've made trying to do this.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, because
[CUSTOMER][NEGATIVE] Absolutely ridiculous.
[AGENT][POSITIVE] I have tried it in my and it's going in.
[CUSTOMER][NEUTRAL] I'm gonna I'm gonna.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm gonna restart my computer.
[AGENT][NEUTRAL] OK, you can do that.
[CUSTOMER][NEGATIVE] I really can't restart my computer right now. I have too many things open.
[AGENT][NEUTRAL] Oh, you can.
[AGENT][NEUTRAL] OK, uh, let's see, because there are.
[AGENT][NEUTRAL] Based on what I have in front of me, I, I was able to go in just fine. So that means that more than likely one of the information that you're putting in is stuck. In order to unstuck that information from the computer, either you need to clear the cache or you need to clear the history or you need to use another browser or restart the computer that will make it go away.
[CUSTOMER][NEUTRAL] Alright, you're just gonna have to wait a minute.
[AGENT][NEUTRAL] OK.