AccountId: 011433970860
ContactId: 82c0532e-0fae-41c7-9899-9ab2f4fcae1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1825000 ms
Total Talk Time (AGENT): 529889 ms
Total Talk Time (CUSTOMER): 642320 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/82c0532e-0fae-41c7-9899-9ab2f4fcae1d_20250620T15:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, I just like to get a little bit of assistance on, uh, paying my, uh, my bill, my invoice.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so this is for a group.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, uh-huh.
[AGENT][POSITIVE] OK, sure, I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you. And may I have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't get, I don't have the whole number, um.
[CUSTOMER][NEUTRAL] I can give you my.
[CUSTOMER][NEUTRAL] Invoice number for my last um.
[CUSTOMER][NEUTRAL] Payment or either the payment before that.
[AGENT][NEUTRAL] OK, you go ahead with the invoice number.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Go ahead with the invoice number.
[CUSTOMER][NEUTRAL] Um, I can give you the last, let's see, uh, from my account payment da da da da.
[CUSTOMER][NEUTRAL] 9106.
[AGENT][NEUTRAL] Um, 9106, um, what is that? I'm sorry.
[CUSTOMER][NEUTRAL] No, no, I'm just saying I don't have my uh.
[CUSTOMER][NEUTRAL] My account number.
[AGENT][NEUTRAL] OK, but the invoice number you have, do you have the whole invoice number or you don't have the the whole invoice number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, I have uh 663-81967.
[CUSTOMER][NEUTRAL] What's the invoice number that I had in the March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, thank you. Sure. OK, and may I have a callback number just in case we get disconnected, Mrs. Go.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull that invoice and see what's the group number.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It looks like uh my.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What do you call it? my uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] My password has been changed. I don't think it's been changed.
[AGENT][NEUTRAL] OK, so you're trying to get into the online service center?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I want to pay, uh, pay my my bill.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK. All right, sure. I can assist you with that as well. All right, and Mr. [PII], may I have the name of the group and the address on file?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, well,
[CUSTOMER][NEUTRAL] I don't know what you have the the PO box address or?
[AGENT][NEUTRAL] Mhm. Yeah, the PO box is fine.
[CUSTOMER][NEUTRAL] Where where my billing is my home address.
[AGENT][POSITIVE] The PO box is fine.
[CUSTOMER][NEUTRAL] It's a [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII], or you may have [PII].
[AGENT][NEUTRAL] Thank you. What's the zip code?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I
[CUSTOMER][NEUTRAL] I'm trying to find a
[AGENT][NEUTRAL] It's OK. Um, may I have the email address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right. OK, so, um, [PII], we have changed the online service center platform. So, um, you need to go ahead and create the account again. Um, I can go ahead and um walk you through the process. Um, so if you're in front of the computer right now.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, you can go to a create OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, so this, this happened, uh, when, uh, last month, uh, 2 months ago or something?
[AGENT][NEUTRAL] We sent an email on [PII] of this year indicating that this change and that every account needed to be created again.
[CUSTOMER][NEUTRAL] OK, well, missed it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. It's OK. We can do it now. Mhm.
[CUSTOMER][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, wait, wait, we just.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Let me, let me, let me go back to uh oh here.
[CUSTOMER][NEUTRAL] OK, all what I'm doing is, uh, may not be sufficient, but.
[CUSTOMER][NEUTRAL] Um, I'm just going to
[CUSTOMER][NEUTRAL] I'm just going to an email that was dated uh [PII]. OK, this is where I normally would uh sign in.
[CUSTOMER][NEUTRAL] So what do you, what would you, what do I need to do?
[AGENT][NEUTRAL] Oh, OK. Um, well, all you need to do is just go to the regular website. Just go to [PII].
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, where, where is that now? Cause I.
[CUSTOMER][NEUTRAL] The only thing I have in front of me is uh just an email and I went there because that's where I normally go for easy access. He's a to log in to your online center that's that's where I am, that's where I'm going to.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so click on it.
[CUSTOMER][NEUTRAL] OK, I see. Welcome to the online service center. I see where it says welcome to the online center ser service center and I see the young lady who has a phone in her hand, uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Smiling
[AGENT][NEUTRAL] OK, go ahead and
[CUSTOMER][NEUTRAL] Welcome to the online.
[AGENT][NEUTRAL] OK, go ahead and click on create your OSC account.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And choose group and once you get to that group, you're just gonna put the group number and email address only, just the group number and email address only.
[CUSTOMER][NEUTRAL] OK, let's go back, so you want me to click on group?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] But he's come up at the worst possible time.
[AGENT][NEUTRAL] OK, and I'm gonna give you the group number so you can put it there, but you're just gonna put the group number and email address only so the group.
[CUSTOMER][NEUTRAL] Oh, OK, right now.
[CUSTOMER][NEUTRAL] Right now what I did was I, I clicked on the little bluish um symbol that has group in it and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing has happened yet.
[AGENT][NEUTRAL] Did you click on next?
[CUSTOMER][NEUTRAL] No, I mean nothing has changed there. I don't see next on on here anywhere.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, oh, OK, down at the bottom, OK, yeah, see you next.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] on the next page. OK, so the group number is 16759.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're just gonna go ahead and put your email.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Wait, wait a minute.
[CUSTOMER][NEUTRAL] Am I gonna need the group number again because I if so I'll write it down here on a piece of paper.
[AGENT][NEUTRAL] OK, the, um, you're not gonna need it again, but if you want it for your records, I can give it to you again. Let me know when you're ready.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, that's 16. OK.
[CUSTOMER][NEUTRAL] Well, I don't
[CUSTOMER][NEUTRAL] 16 what?
[AGENT][NEUTRAL] 16759
[CUSTOMER][NEUTRAL] And uh OK I got the I put the group number in, and do you want to move to the right to zip code and then phone number or what?
[AGENT][NEUTRAL] No, no, no, just go to the email and put the email.
[CUSTOMER][NEUTRAL] Go, OK, I got the group number in. The next step you want me to do is to go down to email or record.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Just email, email on record.
[CUSTOMER][NEUTRAL] OK, oh so.
[CUSTOMER][NEGATIVE] Sorry, it's taking so long.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] I didn't expect this this morning.
[AGENT][POSITIVE] Mhm, it's OK. Let's try to get doing.
[CUSTOMER][NEUTRAL] OK, and you want and and you said the place the and you said the zip code right? just.
[AGENT][NEUTRAL] Um, no, no zip code and.
[CUSTOMER][NEUTRAL] Because the reason I hesitated about this.
[AGENT][NEUTRAL] No, anything else, just the group number and the email address that's all you need in that page, only the ones that has the red asterisks, those are the two that are required, and then from there just click next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You want me to tell you what I see?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see, uh,
[CUSTOMER][NEUTRAL] Continue, complete your account set up.
[AGENT][NEUTRAL] OK, perfect. So you're gonna put the email and you're gonna verify that code, get a code.
[CUSTOMER][NEUTRAL] OK, my email address, alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] And then uh go down to uh send verification code you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, where is it going to come to my phone, I guess.
[AGENT][NEUTRAL] To your email. If you have it set up on your phone, you can get it in your phone.
[CUSTOMER][NEUTRAL] Uh, well, I, you mean if I have APL on my phone?
[AGENT][NEUTRAL] No, if you have your email set up on your phone, you will get that verification code in your email. It's gonna go to your email.
[CUSTOMER][NEUTRAL] Well, I don't know if it's set up or not.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, just go to your email and see if you got that code.
[CUSTOMER][NEUTRAL] No, I don't have it. I don't see anything yet.
[AGENT][NEUTRAL] OK. And the email address you put in there was the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you have my phone number just in case we get disconnected, right?
[AGENT][NEUTRAL] I do. You gave me [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, I do.
[CUSTOMER][NEUTRAL] But, but yeah, but right now I don't see any.
[CUSTOMER][NEUTRAL] Emails, uh, as a matter of fact, I don't see any emails for today um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I do yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you want to check like in the spam emails or in the.
[AGENT][NEGATIVE] Junk emails. Sometimes it goes there depending on the security features.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, I don't, I, I don't wanna mess around too much trying to do stuff that I don't know how to do. I, I'm not a, I'm not a very good person and working with the computer, just that simple. I don't see anything like on my desktop that would say uh trash and and all of that stuff that's not on my phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And if if it is I'm sure it is.
[AGENT][NEUTRAL] OK, but are you in, in the
[CUSTOMER][NEUTRAL] I don't know how to.
[AGENT][NEUTRAL] Are you into your email? Are you in your emails?
[AGENT][NEUTRAL] With a bell button there.
[CUSTOMER][NEUTRAL] With my telephone.
[CUSTOMER][NEUTRAL] Uh, yes, I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As far as
[CUSTOMER][NEGATIVE] Oh Lord, why does this have to happen to this day.
[CUSTOMER][NEUTRAL] So just
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't see any email that has let's see.
[AGENT][NEUTRAL] You have not received the email yet?
[CUSTOMER][NEUTRAL] Not from, uh, not that I can access from my my cell phone. Uh, and all I see right now on my screen on the computer is, uh, what you, what we've done, and I just put in verification of the code has been sent to your your inbox. Please copy it to the input box below.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Can you go on your computer to your email?
[CUSTOMER][NEUTRAL] So it, it, it.
[CUSTOMER][NEUTRAL] Well, that's what I was going to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEGATIVE] So I'm going to go to my inbox Outlook now I don't know what's gonna happen after that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How about let's, we'll see, won't we?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I don't have it. I'm on my computer now. Are you there?
[AGENT][NEUTRAL] Yes, I'm here. Uh-huh.
[CUSTOMER][NEUTRAL] OK. I, I'm sorry, what did you tell, you say your name was? I'm sorry.
[AGENT][NEUTRAL] It's OK. My name is [PII].
[CUSTOMER][NEUTRAL] F S F O L F O L?
[AGENT][NEUTRAL] [PII]. Mhm yes.
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] OK, the only thing that I, OK, I see American public life now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] We're we're making some progress.
[CUSTOMER][NEUTRAL] OK, I see the the code.
[CUSTOMER][NEUTRAL] I see verify your email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now what do I do?
[AGENT][NEUTRAL] OK, so you already got the code and you put it in and now it's asking you to create a password or is it asking you to verify?
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][NEUTRAL] The the only thing I've done is I've written down the test.
[AGENT][NEUTRAL] OK, go. OK, go ahead.
[CUSTOMER][NEUTRAL] The code, OK, and that's I have not touched anything. I have not hit a button. I have not done anything, so I tell you what I see on and I tell you what I see on my screen so you can tell me where to go.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK. OK, let's.
[AGENT][NEUTRAL] OK. Go ahead and click on verify.
[CUSTOMER][NEUTRAL] OK, but I
[CUSTOMER][NEUTRAL] Verify your email address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And tell me, what do you see?
[AGENT][NEUTRAL] After you do that.
[CUSTOMER][NEUTRAL] Thank you for verifying your gold code at BellSouth account. Your code is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That, oh, I see.
[AGENT][NEUTRAL] OK. Go, go down and now put your password, create your password, and put the information that it's asking.
[CUSTOMER][NEGATIVE] I don't see anything for me to to do.
[CUSTOMER][NEUTRAL] I see where it says verify your email address.
[CUSTOMER][NEUTRAL] They I've done that, but
[CUSTOMER][NEUTRAL] That's it. I don't see anything else that says.
[CUSTOMER][NEUTRAL] What I need to do.
[AGENT][NEUTRAL] Scroll up.
[CUSTOMER][NEUTRAL] I see APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have scrolled up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I still see the code. I see verify your email address. I see Microsoft on behalf of American Public Life, [PII].
[CUSTOMER][NEUTRAL] I see the date of [PII] at [PII]
[CUSTOMER][NEUTRAL] I see Yahoo. I see American Public.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] Uh, something that says visit site.
[AGENT][NEUTRAL] Um, OK, so when you, when you put the verification code in.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Did it take you out? Did you?
[CUSTOMER][NEUTRAL] No, I haven't put, I, I haven't put it in. Where am I supposed to put it in?
[AGENT][NEUTRAL] OK, um, check and see what tabs you have open.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Should I visit the site?
[AGENT][NEUTRAL] No, because it's gonna take you out and then it's just gonna get stuck. So no, um, you need to go back to where you put that or where, you know, when you submitted to get the verification code, you need to go back to that page.
[AGENT][NEUTRAL] So it should be in your computer in one of the tabs.
[CUSTOMER][NEUTRAL] On my, on the
[CUSTOMER][NEUTRAL] On my
[CUSTOMER][NEUTRAL] You, I should go back to it, you mean like uh on the on my phone?
[AGENT][NEUTRAL] No, you on the computer.
[CUSTOMER][NEUTRAL] Uh, on the, on the computer.
[CUSTOMER][NEGATIVE] There's no place for me to go back to do anything. Uh, I can.
[AGENT][NEUTRAL] OK, um, are you?
[CUSTOMER][NEUTRAL] I can I I can click on.
[CUSTOMER][NEUTRAL] I can click on
[CUSTOMER][NEUTRAL] Uh, we're sitting now this is Microsoft.
[CUSTOMER][NEUTRAL] Microsoft on behalf of American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It'll check my [PII].
[AGENT][NEUTRAL] It sounds like you're in the email. I, I need you to get out of the email. Go to your tabs, your open tabs, and see if you can find where you click to get that verification code.
[AGENT][NEUTRAL] Go to your desktop and see what you have open on your desktop or your laptop.
[CUSTOMER][NEGATIVE] Is the frustration.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] No, I just said I see frustration that this is pretty frustrating.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] American Public Life account email verification code verify your address. This is what's on my computer screen.
[CUSTOMER][NEUTRAL] I, I don't see anything that's that's happening to me at this point.
[CUSTOMER][NEUTRAL] Uh, I, I don't see anything. This is thank you for verifying your code, goo. I see your code number. I see nothing that's new.
[CUSTOMER][NEGATIVE] I, I don't see anything that's gonna help me move toward.
[CUSTOMER][NEUTRAL] Any kind of clarification.
[CUSTOMER][NEUTRAL] I, I, I don't, um, something is missing that I'm not done doing.
[AGENT][NEUTRAL] OK. Um, OK.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEUTRAL] In front of you, do you see the AP?
[CUSTOMER][NEUTRAL] What that that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Well, is there anything that you can do to like if I give you my password or something like I forget what you call it. And they.
[CUSTOMER][NEUTRAL] That you can complete this on my behalf. They're there.
[CUSTOMER][NEUTRAL] There are some things when you're trying to change and when someone is uh they can get into your system.
[CUSTOMER][NEUTRAL] Do you guys have that so whatever it is that I'm missing that you can do.
[AGENT][NEUTRAL] OK, if
[CUSTOMER][NEUTRAL] On your end
[AGENT][NEUTRAL] We have an IT department, uh, that if you're having a problem like to get into the system, they will troubleshoot the the system with you. Now, um, you got to the point that you already got that verification code, so I'm not sure if that's gonna be what you need. But if you need somebody to go into your computer, get into your computer and do this for you.
[AGENT][NEUTRAL] Then I can probably get um to see if they can call you to do that because usually they don't do that unless it's like you cannot get into the account at all. And so far you have gotten your code. So if you have your code, that means you can get in. um, so.
[AGENT][NEUTRAL] I can report it. Do you want me to do that for me?
[CUSTOMER][NEUTRAL] Well, no, well, uh, no, because this is, uh.
[CUSTOMER][NEGATIVE] This, this is just right now is is wasting my time and I don't mean that in a negative way. Uh, it's just that I'm what you're telling me that I should see. I, I don't see, maybe I'm looking in the wrong place. I, I don't know. If, if you had had a picture of my screen, what I'm telling you is I see Microsoft [PII].
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you were looking at this, what I'm reading to you is what you will see. I see American Public Life account.
[CUSTOMER][NEUTRAL] Email verification code.
[CUSTOMER][NEUTRAL] I see Microsoft on behalf of American Public Life, which I read to you before, and uh www. Microsoft. I see a typewriter.
[CUSTOMER][NEUTRAL] Where it tells me to print.
[CUSTOMER][NEGATIVE] I don't know what am I supposed to print.
[CUSTOMER][NEUTRAL] Um, and below that I see verify your email address.
[CUSTOMER][NEUTRAL] OK, uh, my, my, uh, email address is correct and then below that statement it states your code is [PII] sincerely American Public Life. I see nothing else.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Other than the.
[AGENT][NEUTRAL] I do apologize, but you are in your email. You are in your email. I need you to get out of your email.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You need to get out of your email. You're looking at the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I need you to go um either up or down and look at the the tabs that you have opened. What tabs do you have open? What, what else did you see in the computer, not in the email. You need to close or put down the email. What else do you see in the computer that you can open that you can click and open?
[AGENT][NEUTRAL] Mr. [PII], do you see a, a little circle that has green, red, and yellow in the bottom?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] No, OK. Do you know if you're using Edge, Chrome, or Safari for your browser?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm using Edge.
[AGENT][NEUTRAL] Edge. OK, so instead of, uh, OK, you're gonna see the little circle that is blue if you're using edge in the bottom. You're gonna hover.
[AGENT][NEUTRAL] In that little circle, this blue circle.
[AGENT][POSITIVE] Like the little logo from floor from um edge.
[AGENT][NEUTRAL] When you hover in that direction, you should have any tabs that you have open is gonna show there. And you're gonna pick the one that has the blue, the dark blue, the light blue, and has the APL verification is necessary.
[AGENT][NEUTRAL] Do you see anything when you hover?
[AGENT][NEUTRAL] On top of that blue edge symbol.
[AGENT][NEUTRAL] Hello, Mr. [PII], I cannot hear you. OK.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yeah, I know this because I'm going crazy. That's fine. Uh, no, I don't. I'm gonna just say one thing, uh, just a second.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I.
[CUSTOMER][POSITIVE] I'm I'm through with this. I'm going to see if I can find someone maybe tomorrow to uh to help me with this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But uh I'm not doing, I'm not smart enough to do this, evidently.
[AGENT][NEUTRAL] It's OK. Um, tomorrow when you get somebody there to help you, you can call us back and we can go over whoever you authorize us to go over with and get this set up for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. I'm, I'm, thank you. I'm gonna have to go now, man. I'm sorry. I appreciate your help.
[AGENT][POSITIVE] You're welcome. It's OK, no problem. No problem. You have a good day and thank you for calling ATL. Bye-bye, Mr. [PII].