AccountId: 011433970860
ContactId: 9f158796-3b93-49d8-a459-bcae315ad33c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335160 ms
Total Talk Time (AGENT): 120442 ms
Total Talk Time (CUSTOMER): 219781 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9f158796-3b93-49d8-a459-bcae315ad33c_20250617T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. This is [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Uh, [PII], and when you guys switched to this, uh, new system you're on now, um, I've had nothing but trouble. I've just given up on even trying to get a password and, and I just delete everything I'm getting from APL now, um, and I just got another email this morning and I said oh let me try. [PII] said she took care of getting me set up because we couldn't get it to work. This was a couple weeks ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I click on it it asked me to put in my email address. I put in my email address. My password doesn't work. I put forget password. It sends me a code. I put it in and then it starts over again with email and and code, emailing code, emailing code over and over and over again. I have no idea how to use this system.
[AGENT][NEUTRAL] So uh with the new system, yeah, so with the new system, when you log in you will always have to put your email address in and you will always have to get a verification code that is sent to your email.
[CUSTOMER][NEUTRAL] So I'm not sure what to do.
[AGENT][NEUTRAL] In order to to get in.
[CUSTOMER][NEGATIVE] It's, you know, uh, uh, I, it's hard to understand why they've gone to such extreme, uh, with this stuff. I mean, this is not.
[AGENT][NEUTRAL] It's just for yeah it's I mean a lot of places are using the email and the code verification it's just to make the site more secure for our brokers and groups so that not everybody can just get in with like a user name because that's what we were used to using.
[CUSTOMER][NEGATIVE] OK, well, well, it's useless to me. I can't use it at all. I've had clients calling me. I've had them call you guys to try to get the thing set up, but I have no idea what my password is. I, I don't know. I've tried every password that I've ever used in my APL file and none of them work, and I just try to reset the password and I'm having trouble figuring out how to even reset a password. It gives me a code. I put the code in and then it starts to process the same thing over again.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So it starts the process.
[CUSTOMER][POSITIVE] So I'm on with you right now.
[AGENT][NEUTRAL] So it starts the process over again.
[CUSTOMER][NEUTRAL] Yeah, I'm just gonna tell you what I'm seeing.
[CUSTOMER][NEUTRAL] With another, you know, ask me again for the code so I just clicked on the email and it says welcome to the online service center, OK, and it says log in so I clicked log in.
[CUSTOMER][NEUTRAL] And it's asking me for my email address.
[CUSTOMER][NEGATIVE] Which I think is totally absurd to have to do this thing every single time. I mean, I, I deal with every major carrier from Prudential and all these different carriers. Rarely do I have anything like this. I think it's such an overkill, but hey, listen, I'm just 11 person with an opinion.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Well yeah, I understand what you're saying and a lot of people have the same feelings, but this was direct from our IT team so I understand your frustration but it being directed.
[CUSTOMER][NEGATIVE] Well, tell, tell them, tell them they're upsetting your, they're upsetting your sales team, OK.
[AGENT][NEUTRAL] Yeah, well, then they know, yeah, we understand, yeah.
[CUSTOMER][NEUTRAL] Alright, so I got my email address in here alright let's just, let's just say we, we can't argue with City Hall. So, uh, now it's asking me for a password. I've tried all my passwords, so I'm gonna click forgot password, OK? I clicked forgot password now it asked me to put my email address in again so that's why I say I think it's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ridiculous thing, but that's my opinion, so I'm putting it in.
[AGENT][NEUTRAL] So just, so hold on just a second, hold on just a second, hold on, so if you're saying forget password, is it not sending you an email to um to your email that is that is requesting you to change your password? Have you checked that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not yet, no, oh yeah, I'm just sitting right here and doing this, so it, it asked me the first thing it says is I said forgot password. Now like another box pops up and it says APL user details.
[CUSTOMER][NEUTRAL] Email address I put in my email address and I say send verification code. So this is the 3rd time I'm doing this now so I'm waiting for the verification code which it comes in about 30 seconds. I should have the verification code.
[CUSTOMER][NEUTRAL] And this is what happens when I put in the code it does it over again, so let me just tell you what I see here.
[CUSTOMER][NEUTRAL] So I'm just waiting for the code.
[CUSTOMER][NEUTRAL] It doesn't give you a text message choice which I like much better than waiting for emails.
[AGENT][NEUTRAL] Yeah, we, we've also said that. We've also requested that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So no email yet.
[CUSTOMER][POSITIVE] The other two I got, you know, fairly quickly.
[AGENT][NEUTRAL] Have you tried, has [PII]?
[CUSTOMER][NEUTRAL] But anyway, when it comes.
[AGENT][NEUTRAL] Has [PII] asked you to clear your cache yet?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To reset your browser history.
[CUSTOMER][NEGATIVE] Um, I don't know anything about that. I'm not a computer guy. Uh, we cleared all this out recently for another. I had a problem with something else, and they asked me to clear it out, but that turned out not to be the problem. I don't think that's the problem.
[AGENT][NEUTRAL] OK, so has
[CUSTOMER][NEUTRAL] But I didn't get I didn't get this verification code, so I'm gonna do it again.
[CUSTOMER][NEGATIVE] It's asking me to put the verification code in, but I haven't gotten it.
[AGENT][NEUTRAL] Oh, I don't, OK, let's not, OK, OK, let's, let's stop putting um the email and the verification code in. I understand that it just keeps doing the same thing over again and that's not getting us anywhere. Would you like to hop over to a teams meeting and we can share screens and then that way I can see exactly and maybe I can take control? OK, let me send you an email really quick and then I'll and then we can get on to a teams meeting, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure, absolutely.
[CUSTOMER][POSITIVE] Sounds like a plan. Perfect, thank you.
[AGENT][POSITIVE] OK, I'll send it to your email, of course, yep, talk to you soon.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][NEUTRAL] Uh-huh.