AccountId: 011433970860
ContactId: 92aa6c18-e033-4c50-9755-7d7753f8cd18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2821949 ms
Total Talk Time (AGENT): 1021111 ms
Total Talk Time (CUSTOMER): 939712 ms
Interruptions: 12
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/92aa6c18-e033-4c50-9755-7d7753f8cd18_20250623T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. My name is [PII]. I'm calling on behalf of Extreme Aviation Holding. It's been over a month.
[CUSTOMER][NEGATIVE] And I cannot be able to create in your new system.
[CUSTOMER][NEUTRAL] My um
[CUSTOMER][NEUTRAL] What is the what is the name of the local, um, OSC account.
[CUSTOMER][NEUTRAL] I'm paying by check.
[AGENT][NEUTRAL] OK, Miss
[CUSTOMER][NEGATIVE] And, and I'm tired of this. There's anybody could be able to help me with this, because now it's, it's, it's just impossible.
[AGENT][NEUTRAL] OK, so Miss [PII], you're the group administrator and you're trying to pay the group's invoice, is that correct?
[AGENT][NEUTRAL] But you're not able to create your profile in the new system?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can try and help you with that. And if you could spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your name for me, the first name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the group number, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] 20303.
[AGENT][NEUTRAL] 20303, is that correct?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] No, 20303.
[AGENT][NEUTRAL] 20303. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. One moment while I get the group's information pulled up and then I will have to verify several things with you for security purposes. Uh one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. OK, so first off, [PII], if you could please verify again the group name and group address.
[CUSTOMER][NEUTRAL] Extreme Aviation Holding.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the address, it will be located in [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's gonna be um [PII].
[AGENT][NEUTRAL] OK, and then the uh your email address?
[CUSTOMER][NEUTRAL] Uh, my email address is, uh, that is related to this account is [PII].
[AGENT][NEUTRAL] For the group.
[AGENT][NEUTRAL] OK, thank you. And then the phone number that is on file is the same as the one that you gave me as far as for the primary phone number for the group. So all of that information is correct. Is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. So you are still not able to.
[AGENT][NEUTRAL] Sign up, is that correct or you were able because I can see where you had called in. OK, so I can try and help you create your account, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So, are you on?
[CUSTOMER][NEGATIVE] I don't need to help. I, I don't need, I don't need help on create my account. Obviously something is wrong because I already went through, this is my 4th call.
[CUSTOMER][NEUTRAL] On this, and no one has to be able to fix it. So, just imagine, it's for people like you as a services, services to do this, and they have not been able to do this, they, they cannot be able to fix it. So something was happening for that. So, what I need is for you guys to create.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so they have been working on.
[AGENT][NEUTRAL] OK, I can't create an account for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, I don't know what else, what else he could do.
[AGENT][POSITIVE] So I can try. They have been working on the portal, so I will be happy to try and and attempt to set this up with you, [PII].
[CUSTOMER][NEUTRAL] Whatever
[CUSTOMER][NEUTRAL] I already did that this morning. I already did that this morning. We didn't go through the same thing.
[AGENT][NEUTRAL] OK, so you've spoken to someone this morning?
[CUSTOMER][NEGATIVE] No, I already went through the Create your OSC account and I put information and it's still not going through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So would you be willing to try it one more time with me?
[CUSTOMER][NEUTRAL] With the same options, yeah.
[AGENT][POSITIVE] And I'm gonna go through it step by step with you, [PII].
[AGENT][NEUTRAL] So just um initially go to that front first page for the online service center.
[CUSTOMER][NEUTRAL] Mhm, I'm there.
[AGENT][NEUTRAL] OK, all right, so do click on the create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you're going to select group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, then.
[CUSTOMER][NEUTRAL] I already did that, I the next.
[AGENT][NEUTRAL] OK, so on the next screen, there's only going to be a few boxes that have a red asterisk beside them.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Only fill in the information.
[CUSTOMER][NEUTRAL] So the information that I.
[CUSTOMER][NEUTRAL] The information that they're putting in is the group number, the zip code as [PII].
[CUSTOMER][NEUTRAL] And I'm putting also the phone number that you already know, uh, the email that is in record HR state of [PII], and the city I'm putting up a la.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, don't, OK, so I don't think that the city is a, has an asterisk beside it.
[CUSTOMER][NEUTRAL] Uh, let me see. No, you don't want me to put it?
[AGENT][NEUTRAL] No, I only want you to complete the 3, the boxes that are the 2 boxes, which I believe is the group number and then the HR that email address that we verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The email, so let me, let me delete it the rest.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so once you've done that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna click next.
[CUSTOMER][NEGATIVE] I already did, and it says no user was found with the information that was entered, please contact customer service at [PII] option 4.
[AGENT][NEUTRAL] And the group number is 20303 and then the only other information that you entered was the, OK, so did you enter the [PII] or the other?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] um zip code.
[CUSTOMER][NEUTRAL] I try with everything.
[AGENT][NEUTRAL] So you try
[CUSTOMER][NEUTRAL] I have tried with all, all the, all the zip codes.
[AGENT][NEUTRAL] Let me just see if I can get that for. Let me, let me do a test. I can't fully set up the profile.
[AGENT][NEUTRAL] But I want to try something.
[AGENT][NEGATIVE] Cause you shouldn't, actually, you don't enter a zip code at all.
[AGENT][NEUTRAL] So you, you said you were not entering the zip code, is that correct?
[CUSTOMER][NEUTRAL] No, exactly. I only put it for the group number and the email on record, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your email address [PII]. Is that correct?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] OK, so I'm not getting that. I'm not getting that message. It's asking me now to complete my account set up. So what I, what browser are you using, [PII]?
[CUSTOMER][NEUTRAL] Mm, I don't know which one I'm using, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me close everything and let me
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It shows MSN. I don't know what browser it is.
[AGENT][NEUTRAL] Is it Google Chrome? Is it?
[CUSTOMER][NEUTRAL] That's the one that we use for.
[CUSTOMER][NEUTRAL] I think it's Google Chrome, yeah.
[AGENT][NEUTRAL] OK, so yes ma'am, so try clearing your browser history because again I'm trying to set it up in Chrome, [PII], and I did not get that error message.
[AGENT][NEUTRAL] That you said you were getting.
[CUSTOMER][NEUTRAL] OK, let me just close everything. Let me close everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then find it.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] But I, I, I got the same thing. Look, I clean everything, and, and the only thing that I put.
[CUSTOMER][NEUTRAL] It's the, the group number and only the email records.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And it comes with an L.
[AGENT][NEUTRAL] It's not, I'm not sure why you're receiving that error because like I said, I'm, so go back and you did clear your browser history as well instead of just closing everything out, you cleared your cache. Oh that's fine. OK. So let's go back one more time to that first screen.
[CUSTOMER][NEUTRAL] Yeah, that's what I took a little bit. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, so first just click create your OSC account.
[CUSTOMER][NEUTRAL] Mhm, I'm there.
[AGENT][NEUTRAL] Click group and next.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group number 20303 and tied down to email record [PII] at
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] X T R E M E. AEO and click next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's asking me to complete your setup.
[CUSTOMER][NEUTRAL] It says the user fund.
[CUSTOMER][NEGATIVE] On my side it says no no user was found.
[CUSTOMER][NEUTRAL] Can you complete the profile and just give me the, the email?
[AGENT][NEUTRAL] I can't because it's going to.
[CUSTOMER][NEUTRAL] I could, I could
[CUSTOMER][NEUTRAL] I could give you the information. I mean, it's just to go be able to pay the, the invoice.
[AGENT][NEUTRAL] And you're doing this from a
[CUSTOMER][NEUTRAL] At least to pass this, these steps.
[AGENT][NEUTRAL] Yes, ma'am, but we have to figure out because otherwise, it's still not going to recognize you.
[AGENT][NEUTRAL] So you're using Google Chrome, you're.
[CUSTOMER][NEUTRAL] Also, if you complete, if, if you complete the, the profile, it will be able to just for me to log in and that's it? Oh no, it would not be like that.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] But I, no, because you are going to receive security codes to your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I will give it to you, the the question.
[CUSTOMER][NEUTRAL] The coats. I don't know if it's coats, are they gonna be sand or?
[AGENT][NEUTRAL] Yes, I can't, I can't input your security codes, is what I'm saying.
[CUSTOMER][NEUTRAL] I got it. OK, so then.
[CUSTOMER][NEGATIVE] I don't know what else to do, ma'am. I don't know what else to do. I'm getting frustrated for this thing. It's been a month for this, and I, and I don't have time for this, for doing this. And the only thing that I want to do is pay.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, ma'am, but we're needing.
[AGENT][NEUTRAL] Right, but you're so it had.
[CUSTOMER][NEUTRAL] Can you imagine? The only thing that I want to do is pay.
[CUSTOMER][NEUTRAL] I don't know what else. I don't know if I have to call my broker.
[AGENT][NEUTRAL] So see if you received the verification, um.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] OK, so there should have been a verification code that will be sent to your email that may take a moment.
[AGENT][NEUTRAL] But it definitely has to be somethin[PII] on your end, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since I'm able to do it. It's not an.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I could, I could send this this profile to my IT.
[CUSTOMER][NEUTRAL] If you think there's anything on, on our side, I don't know.
[AGENT][NEUTRAL] And then you will just have to create a new password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you want the, um,
[AGENT][NEUTRAL] The display name to be your name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See, the only thing that we, we're doing on on the APL profile is just to pay the, the invoice.
[CUSTOMER][NEUTRAL] Nothing else. I we don't, we don't do nothing else.
[CUSTOMER][NEUTRAL] Same same everything it's just.
[CUSTOMER][NEUTRAL] So, but here's, here's what I think it, it, it doesn't seem correct, right? How can I
[AGENT][NEUTRAL] OK, so you should, you should, you should get another verification code.
[CUSTOMER][NEUTRAL] OK, how can I be able to receive the verification email address? And when I put the email address on record, it doesn't recognize it.
[AGENT][POSITIVE] Again, that has to be something on your IT end because I was able to fully set up your profile.
[CUSTOMER][NEUTRAL] Uh, do you think that it
[AGENT][NEGATIVE] You should be receiving another verification code. So this is not.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so what you will need to do now is to try and go to your the front screen, the very first screen again.
[CUSTOMER][NEUTRAL] Go back, let me go back. Hold on. OK. I'm there.
[AGENT][NEUTRAL] OK, so this time, you are going to select.
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] OK, it's open another, another um screen and it says sign in with your email address. So I'm gonna put my email right or [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII] [PII]
[CUSTOMER][NEUTRAL] Hold
[CUSTOMER][NEUTRAL] Er, uh-huh, and the password?
[AGENT][NEUTRAL] Is [PII] It's the word password and the number 1 and the P is capitalized. And again, you must select, you must create a new password.
[CUSTOMER][NEUTRAL] Password. OK, hold on, hold on. The code is password, [PII], what you say, right?
[AGENT][NEUTRAL] Password. Mhm.
[CUSTOMER][NEUTRAL] Password, let me see, hold on.
[CUSTOMER][NEUTRAL] OK, only, [PII] [PII], right?
[AGENT][POSITIVE] Yes, ma'am, that is correct. Uh-huh.
[CUSTOMER][NEUTRAL] And what else? And what else?
[AGENT][NEUTRAL] The number one, it's the word password and the number one,
[CUSTOMER][NEUTRAL] Number one.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's, that's the temporary.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, let me sign it.
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] IT is coming.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] There you go. Let me see you put this thing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] But then it doesn't let me continue.
[CUSTOMER][NEUTRAL] I put the number [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It doesn't let me the, the, the the
[CUSTOMER][NEUTRAL] Option to continue cause cause uh deleted and it says verification code or send a new code or verification, verify code. Let me see, verify code.
[AGENT][NEUTRAL] You have to click verify code.
[CUSTOMER][NEUTRAL] OK continue.
[CUSTOMER][NEUTRAL] And I'm back on online service center. What happened?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you'll have to sign in with your new password.
[CUSTOMER][NEUTRAL] And then what happened?
[AGENT][NEUTRAL] That you created.
[AGENT][NEUTRAL] You were able to confirm your new password, is that correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, it just, it just disappeared and, and I'm and I'm back on the create your OSC account.
[AGENT][NEUTRAL] Right, but you're not gonna create, you're gonna log in this time with your new password that you created.
[CUSTOMER][NEUTRAL] Do we have to log in again?
[CUSTOMER][NEUTRAL] You know, it's that going
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, OK, so now I'm in the dashboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It says we experienced an issue retrieving your data. Please try it again later or contact customer service. I want, oh my gosh.
[CUSTOMER][NEGATIVE] I can't be
[AGENT][NEUTRAL] Yes, ma'am. And I don't know what, so you're gonna click on my group.
[CUSTOMER][NEUTRAL] No, it's not the same.
[AGENT][NEUTRAL] From your dashboard. Uh-huh.
[CUSTOMER][NEUTRAL] My group.
[CUSTOMER][NEUTRAL] No, I can't. I don't have my my group. I have um dash it, it's in the dashboard.
[CUSTOMER][NEUTRAL] At least I'm already in.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But it says uh in the dashboard it says um we're experiencing an issue retrieving your data.
[AGENT][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am, I'm here. I'm just trying to figure out how I can see it all, everything. I see your name, your phone number, your group's information. I can see all of that. So it's definitely something on your technical side and you said that you were using Chrome because you're receiving the text, you're receiving the information, so under the dashboard you should see my group.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Resource center manage users, is that correct?
[CUSTOMER][NEUTRAL] No, what it says is only shows the APL sign.
[CUSTOMER][NEUTRAL] And and a and a big word it says dashboard and then we're trying we are experiencing an issue retrieving your data.
[CUSTOMER][NEUTRAL] That's all. And in the bottom it says privacy notices, term of using and licenses. That's all.
[AGENT][NEUTRAL] OK, so what we need for you to do um.
[AGENT][NEUTRAL] Is to send a screens.
[CUSTOMER][NEUTRAL] I'm going to the profile, let me see.
[AGENT][NEGATIVE] Yes, ma'am. Cause I, I, I'm perplexed as to why it's working for me fully.
[AGENT][NEUTRAL] That's why I say it.
[CUSTOMER][NEUTRAL] Can you send me the invoice?
[CUSTOMER][NEUTRAL] By email, in that case I could be able to pay it until this thing.
[AGENT][NEUTRAL] I, I, I can't.
[AGENT][NEUTRAL] Yes ma'am, until they can look at it for you, um, give me just a second to get those pulled up, and you're needing the June and July invoices?
[CUSTOMER][NEUTRAL] Mhm, please.
[AGENT][NEUTRAL] OK, alright, so just a moment.
[CUSTOMER][NEUTRAL] Because look, I'm, I'm, I'm going through the profile, right? And it's like it's it's is retrieving the data but it doesn't come anything.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] You may need to give it a minute or and uh it may take a minute. I'm not sure it didn't take mine very long. Some people, it does take a little longer than others, [PII], for it to retrieve it. If it's spinning, that means
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So actually, 1 2nd.
[AGENT][NEUTRAL] OK, so the ability to download your invoice is not available, but you should be able to see, you should be able to see your two invoice OK, on the dashboard again you see where it says my group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No honey, it doesn't see anything. It it says the dashboard, it is difficult to retrieve the data.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And now I, I went to the letter B.
[CUSTOMER][NEUTRAL] Well it says profile, and I, I click in the profile and it, it's like a, it's, it's spinning, it's like.
[CUSTOMER][NEUTRAL] Probably is coming. I don't know, it's, it's like a.
[CUSTOMER][NEUTRAL] There.
[AGENT][NEUTRAL] And you clicked on what to make it where it started spinning?
[CUSTOMER][NEUTRAL] Uh, where, where it says um it says profile.
[AGENT][NEUTRAL] Profile.
[CUSTOMER][NEUTRAL] Should they log out? Probably uh-huh.
[AGENT][NEUTRAL] Log out and log back in and let's just.
[CUSTOMER][NEUTRAL] OK, let me, let me look out.
[AGENT][NEUTRAL] Because I don't know what that even.
[AGENT][NEUTRAL] I, I don't even have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we'll do it again with me just kind of directing each of your steps and we'll see.
[CUSTOMER][NEUTRAL] OK, so let me look out.
[CUSTOMER][NEUTRAL] I in
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] So every time that you log in, it needs to send the verification code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] There he is.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. Continue.
[CUSTOMER][NEUTRAL] Dashboard and it says we are trying, we're experiencing an issue retrieving your data.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] With and you didn't click on anything.
[CUSTOMER][NEUTRAL] Same thing.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Once I have the the the the code verification, I put the verification, I press continue and then it comes like this. Now, it's inside the APL website where I could be able to see.
[CUSTOMER][NEUTRAL] But the only, the only button that I, that I have is uh dashboard. It's a dashboard, but I cannot press or anything in there.
[CUSTOMER][NEUTRAL] And then uh and below it says we're experiencing an issue retrieving your data.
[AGENT][NEUTRAL] Cause I can see your broker's name, I can see your invoice numbers, I can see the renewal date, the group number, your name, phone number, email address.
[CUSTOMER][NEUTRAL] Call customers having option 4.
[CUSTOMER][POSITIVE] You see, I, I need, I need all that. I need them in the renewal because we're gonna renew with you guys.
[AGENT][NEUTRAL] Right, so you will.
[AGENT][NEUTRAL] Yes, so you will have to get with your HR department. Again, this is something um.
[AGENT][NEUTRAL] Because uh
[CUSTOMER][NEUTRAL] No, I'm the HR manager, ma'am.
[AGENT][NEUTRAL] Oh, I'm in your IT department.
[CUSTOMER][NEUTRAL] IT is gonna, is gonna say, I already did this. Like I said, it's been a month.
[AGENT][NEUTRAL] OK, and again, I'm able to create, I was able to set up your profile and I'm not receiving that same message.
[CUSTOMER][NEUTRAL] On, on this.
[CUSTOMER][NEGATIVE] Yeah, but I, I'm not, I'm not, it's, it's not fixed.
[CUSTOMER][NEGATIVE] It's not fixed, so, uh, so if I understand that you thank God that you already passed out. The other three reps, they didn't, they couldn't even do that.
[CUSTOMER][POSITIVE] So now, uh, we deal with the problem we're still not having be able to get the invoices we're still not having to be able to get anything so.
[AGENT][NEUTRAL] Right. And currently you can't that.
[CUSTOMER][NEUTRAL] There's anybody else that could be able to help me with this?
[AGENT][NEUTRAL] I'm going to
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, [PII], I was letting you finish what you were saying before I said anything else.
[CUSTOMER][NEUTRAL] No, no, it's fine, it's fine.
[AGENT][NEUTRAL] So I can email you the invoices.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] If you will give me just a moment to get those pulled up, there are 2 invoices that I will I will email to you, OK?
[CUSTOMER][POSITIVE] Perfect. I truly appreciate it. And there's anything else that I, that I have to, that I have to do, I mean, uh, like I said, my IT has already checked this uh website for me, it's not blocked. It it doesn't seem that it's blocked because I'm receiving the code.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Yes, ma'am. And the fact, right, and the fact that I can.
[CUSTOMER][NEUTRAL] So what else, uh, what
[AGENT][POSITIVE] I was able to set up that without receiving any error message by using Google Chrome, clearing the cache browser, and was able to set it up so that you could get your codes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That I'm uh I
[CUSTOMER][NEUTRAL] So let me ask you a question, when you, when you log into the account, would you be able to see the invoices and everything?
[AGENT][POSITIVE] Uh-huh. You should be able to, yes, ma'am, because I can. Mhm.
[CUSTOMER][NEUTRAL] You see?
[CUSTOMER][NEUTRAL] And I don't know what else to do.
[CUSTOMER][NEUTRAL] I do not know what else to do.
[CUSTOMER][NEGATIVE] And you guys cannot be able to send me like a Zoom link for you guys to see what I what I have.
[AGENT][NEUTRAL] You can send screenshots. Yes, ma'am, you can actually send screenshots of what you're receiving as far as an error message so that we can.
[CUSTOMER][NEUTRAL] Are you guys do that?
[CUSTOMER][NEUTRAL] OK, to whom?
[CUSTOMER][NEUTRAL] Can I send it to you that case you can be able to see.
[AGENT][NEUTRAL] Care, you'll send it to care team at AM.
[CUSTOMER][NEUTRAL] Oh, again?
[AGENT][NEUTRAL] Have you sent? Yes, ma'am, but we have, yes ma'am, we're not, but I, but I understand that we have to forward this to IT.
[CUSTOMER][NEUTRAL] Uh, I, I have sent it to that. Oh yes, emails and everything.
[AGENT][NEUTRAL] Again, you weren't able to set up your account at all. We have gotten it set up. I was able to see all of the information within the portal, but now that your account is set up and I can see everything, we're gonna have to have a screenshot of what you're seeing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In order to submit to the IT team working on any issues to see if it is something internally here, OK?
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I'm gonna, I'm gonna send you this.
[CUSTOMER][NEUTRAL] Completely, so.
[CUSTOMER][NEUTRAL] I don't know if you could be able to see this, but at least uh the person.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so give me a moment please so I can send you this email, OK?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I just, I just sent it um to the care team.
[CUSTOMER][NEUTRAL] What is, what he says that they have experienced retrieving the, the, the data.
[AGENT][NEUTRAL] OK. And did you, OK, and I'll make a note on the group's information that I was able to, and you were able to create a new uh new password also, correct?
[CUSTOMER][NEUTRAL] Mhm mhm. I already did that. I already put it in there.
[AGENT][NEUTRAL] Yes ma'am, I'm just wanting to verify that you were able to do that, that you were able to change it from password one to whatever your secure password will be, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So I will make it, you should be.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] So you were able to set up your own password. You were able to reset it from the temporary password that I created for you to your own personal password, correct?
[CUSTOMER][NEUTRAL] I haven't been able to do that, no.
[AGENT][NEGATIVE] OK, so you should have received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I'm still here. I'm just trying to because I thought you said that you had created a new password.
[CUSTOMER][NEGATIVE] No, I couldn't be able to do it. It doesn't allow me. That's what I wanted to say log off and log back in.
[CUSTOMER][NEUTRAL] And then when I, when I go and log back in, uh, I just put the, the password that you just gave me. I haven't been able to, to change the password yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't want to get anything wrong and then
[CUSTOMER][NEGATIVE] Make it worse than what it's already in.
[AGENT][NEUTRAL] OK. So we'll need to see if you can actually um give me just a second to log out of this.
[CUSTOMER][NEUTRAL] I just received the invoices, so I'm gonna send this to accounting. Let me, let me send this over.
[AGENT][NEUTRAL] OK, and um, and in order for us to be able to try and troubleshoot your issue.
[CUSTOMER][NEUTRAL] Immedily to accounting.
[AGENT][NEUTRAL] We need to see if you can actually, uh,
[AGENT][NEUTRAL] Have access, I mean be able to set up your own password. So just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But don't try anything yet, OK? You're not trying anything at the moment, are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm sending the invoices that you just send it to accounting then to pay.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I'm just looking at a few things, so just, just bear with me.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, [PII], so I have I'm fully logged out of the account, OK? So now I want you to, when you get finished doing what you're doing.
[AGENT][NEUTRAL] I want you to go back to that welcome to the online service center page.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] Just cli[PII] forgot password.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Click that password mhm.
[AGENT][NEUTRAL] OK. Enter the HR, uh-huh, and send verification code.
[CUSTOMER][NEUTRAL] And HR.
[CUSTOMER][NEUTRAL] I'm there let me go see the verification code.
[AGENT][NEUTRAL] [PII], you did say your extension was [PII], right?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Now I'm gonna put my new password, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The new password has been changed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, let me see if I can be able to log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] I know, no. Yeah, I already did that.
[CUSTOMER][NEUTRAL] she's.
[CUSTOMER][NEUTRAL] He is la la.
[CUSTOMER][NEUTRAL] that one.
[CUSTOMER][NEUTRAL] He's a contractor. What's it.
[CUSTOMER][NEUTRAL] The you want you want the.
[CUSTOMER][NEGATIVE] contras.
[CUSTOMER][NEUTRAL] Mhm you know just see yeah.
[CUSTOMER][NEUTRAL] They have a Montalia Kate.
[CUSTOMER][NEUTRAL] Porqueono said so as much they have a they have a uh.
[CUSTOMER][NEUTRAL] Let let's get ossa.
[CUSTOMER][NEUTRAL] Yeah, oh loca. I know it's a locativo locatique chipa no chista pa port for the HR they have you on. I'm sorry about that. So let me put my uh 87 no, no, no, don't worry about it 287.
[CUSTOMER][NEUTRAL] 54, verify code.
[CUSTOMER][NEUTRAL] Then continue.
[CUSTOMER][NEGATIVE] And then the same thing, we're experiencing issues retrieving your data.
[CUSTOMER][NEUTRAL] Please try again later. But now it says please try again later.
[CUSTOMER][NEUTRAL] You think it would be something for for the website?
[CUSTOMER][NEUTRAL] They said please try again later, before they didn't say that. Please try again later or contact customer service at the number option 4.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] So, I, I was able to change my password. It's already changed.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] But it went to the same to the dashboard. It says dashboard.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And also, uh, the options need to file a claim.
[CUSTOMER][NEUTRAL] Not only need to happen.
[CUSTOMER][NEUTRAL] Should I, should I try to see if it, if it works?
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Not to file a claim, No. And you, no.
[AGENT][NEUTRAL] No, you should not try to do that one. OK. So, on your screen.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So now on your screen when you log in, OK, so is it letting you log in? If you're able to see the dashboard, you should be logged in, OK? So out, OK, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I am Lieutenant Lieutenant, yes.
[AGENT][POSITIVE] I'm gonna do the best I can with this one, VB on the, on the left of the screen.
[AGENT][NEUTRAL] There should be a little box that would say dashboard, my group, resource center and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEGATIVE] Nothing. The only thing that it shows on the left.
[AGENT][NEUTRAL] And you send a screenshot of that screen.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You, you want me to send that screenshot?
[AGENT][NEGATIVE] Yes, because I, I'm not understanding when you're logged in as a group, why you're not seeing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me send it to, to care team.
[AGENT][NEUTRAL] Um, so that, yes, ma'am. And again, please reference your
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number?
[AGENT][NEUTRAL] Because you should see dashboard and then you should see my group and you should be able to click on the word my group.
[AGENT][NEUTRAL] And then in the center of the screen, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Nothing, nothing like that.
[CUSTOMER][NEUTRAL] I just sent it.
[CUSTOMER][NEUTRAL] And it, it shows it designed the APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shows below um help.
[CUSTOMER][NEUTRAL] And at the bottom of it, it, it shows contact.
[AGENT][NEUTRAL] OK. So for what?
[CUSTOMER][NEUTRAL] And then to the, to the, to the right it says we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. So I'm not sure why you're receiving that. Again, [PII], I'm sorry, but we will be happy to have that researched. Um, but you did send two separate screenshots to the care team, is that correct?
[CUSTOMER][NEUTRAL] Mhm, yes, ma'am.
[AGENT][NEUTRAL] OK, so you should, so you did receive your invoices though from me.
[AGENT][POSITIVE] Correct. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, yes, I did.
[AGENT][NEUTRAL] Alright, so,
[AGENT][NEUTRAL] What we will do is, you know, those will be forwarded on, and I will.
[AGENT][NEUTRAL] I have made a note on the groups.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Information, let's see she.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] And the website is it correct? This is a Q.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I really don't know what else.
[AGENT][NEUTRAL] Let's see, uh.
[CUSTOMER][NEUTRAL] I really don't know what else to do.
[AGENT][NEUTRAL] OK, so at this point, I, there's nothing else you can do this because I was able to set up the profile. I was able to see a lot more than you can see. Again, I don't know, you are using Chrome.
[CUSTOMER][NEUTRAL] I don't, I, I really don't know.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I already log off, I already logged back in. I already changed my password.
[CUSTOMER][NEUTRAL] So, I'm there.
[AGENT][NEUTRAL] OK, so you're you, OK.
[CUSTOMER][NEGATIVE] The, the thing is the data, it doesn't seem to be recognized.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So again this is something that's above, I'm not obviously with the IT team to work on this. I can only troubleshoot and ask certain questions that that they are going to ask so you use, you're using Chrome and you.
[CUSTOMER][NEUTRAL] Neither do I.
[AGENT][NEUTRAL] It clear your browser history and your cache, correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All that.
[AGENT][NEUTRAL] OK, so, um, I am going to, uh, I have made a note on the group and once those emails are received and forwarded on to have a little more research done on that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, that's what we will, I mean, obviously that's what we will do so at least you have the invoices for now, [PII], and we're able to get your account signed in. Oh, you're welcome. So can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you so much. Thank you for your support.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No honey, you did more than enough. Thank you so much for your support.
[AGENT][POSITIVE] OK. Well, you're welcome, [PII]. It was my pleasure in speaking to you. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.