AccountId: 011433970860
ContactId: 7b5398d9-953f-4197-aa30-96601255b0ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459160 ms
Total Talk Time (AGENT): 112646 ms
Total Talk Time (CUSTOMER): 91816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7b5398d9-953f-4197-aa30-96601255b0ea_20250206T14:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there um I'm working on an appointment on the no more forms website and I can't find the button that says uh new user to create account.
[CUSTOMER][NEGATIVE] I'm not seeing it anywhere on my screen.
[AGENT][NEUTRAL] Um, it should have just taken me straight in there.
[CUSTOMER][NEGATIVE] OK, because the screen that um popped up gave me one option to um log in or another one for returning applicant.
[AGENT][NEUTRAL] OK, so you use the top one that is the new user.
[CUSTOMER][NEUTRAL] It is because I, I would try to put in like um all of the producer's information and then assign myself a password um but then it would say that that um name or password wasn't found within the system so I didn't know if that was the right thing or not.
[AGENT][NEUTRAL] OK, so let me go out there.
[AGENT][NEUTRAL] Yeah, we just recently changed it so you don't have to try and navigate through their website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To get where you need to, so we've got it landing right where you need to go. But let me, let me see what we've got here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it's gonna take me just a minute to get.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] I've pulled up.
[AGENT][NEUTRAL] I'm gonna put you on hold for just one moment. I'm sorry, I didn't catch your first name.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] All right, [PII], just one moment please, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] OK, so where it says log in to no more forms it should be just like two boxes there, um.
[AGENT][NEUTRAL] If this agent has used no more forms possibly with another agency or has ever it holds on to their information, so you may have to go in as um.
[AGENT][NEGATIVE] Returning applicant.
[CUSTOMER][NEUTRAL] OK, I don't, I'm not too, I don't think so.
[CUSTOMER][NEUTRAL] Um, but I could try.
[AGENT][NEUTRAL] OK, so you went in and you put in their first name, last name, their social.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yep and then I just created a password and then I clicked log log in.
[AGENT][NEUTRAL] OK, and the package code on the bottom?
[CUSTOMER][NEUTRAL] Um, that kind of just automatically populated. I don't know, maybe that is what the issue is, but what I see is AGTB.
[AGENT][NEUTRAL] OK, no that's what it's supposed to be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then you selected log into to no more forms. Can you go ahead and try and put in their social and then once you put in their social down below to returning, don't put in password just say forgot password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see what that does.
[CUSTOMER][NEUTRAL] Oh, OK, well that brought me up with a different page that I haven't seen before um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it let you
[CUSTOMER][NEUTRAL] OK, so I just sent myself an email to reset the password so we'll see if that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if that does not work by all means, um, feel free to call us back and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like you're up in [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] I'm from [PII] originally. I just saw the area code and I'm like, hey, uh, what part of [PII]?
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] Yeah, we're we're in [PII].
[AGENT][NEUTRAL] OK. I was in [PII], so it was just north of [PII].
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Yeah, I've been there. One of my friends went to [PII], so I've been to [PII] a few times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, well, [PII], if you need anything else just give us a call, OK?
[CUSTOMER][POSITIVE] OK will do thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.