AccountId: 011433970860
ContactId: aa518167-bb45-4322-88c8-f75dc1efe196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3362540 ms
Total Talk Time (AGENT): 790717 ms
Total Talk Time (CUSTOMER): 648754 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/aa518167-bb45-4322-88c8-f75dc1efe196_20250616T14:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes, I'm trying to um to log in into my account and, and my password and user ID is not working.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, I can assist you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it's um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, my policy number um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait a minute, let me get it.
[AGENT][POSITIVE] OK, sure. Yes, take your time.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] to call.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I've got this right. I would just.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, I can't find my policy number right now.
[AGENT][NEUTRAL] OK, um, let me see if I can find you with the name. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Terrorist organization
[CUSTOMER][NEUTRAL] massive
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] All right, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. My email address is um [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That was um
[AGENT][NEUTRAL] After the [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] But yeah.
[AGENT][NEUTRAL] OK, let me update that. One moment.
[AGENT][NEUTRAL] And are you in front of the computer right now where we can register?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, I'm on my laptop.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] on that one.
[CUSTOMER][NEGATIVE] did you find it? Uh, yeah, no joy. It's either turned off or the battery set. The last time she it was several hours ago.
[AGENT][NEUTRAL] Let me know when you're in our website so we can continue from there, OK?
[CUSTOMER][NEUTRAL] OK, um, what the website just in case I put in the wrong.
[AGENT][NEUTRAL] OK, um, you can go to [PII] or [PII] either way.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Take a sat for thus exchange a call with there before we even.
[CUSTOMER][NEGATIVE] Oh crap burgers.
[CUSTOMER][NEUTRAL] You know it it has an adjective it's not no.
[CUSTOMER][NEUTRAL] operation
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK, I think I'm in.
[AGENT][NEUTRAL] OK. All right. So right now, is it asking you for the um to register? Is that what it's asking you to do for the password or something like that?
[CUSTOMER][NEUTRAL] OK, where I'm at, I'm at APL and then it said uh welcome to online service center.
[AGENT][NEUTRAL] OK. All right, go ahead and click on um
[AGENT][NEUTRAL] Create account with OSC or register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you're gonna click on insured. OK. You're gonna click on insured.
[CUSTOMER][NEUTRAL] OK, I did.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK. So now, um, you're gonna just go ahead and fill that information in. Um, the last name, the email, and the date of birth is what's required.
[CUSTOMER][NEUTRAL] OK, uh where I'm at, they ask me for my last name, my social security, um, my social security or my mail ID.
[AGENT][NEUTRAL] OK. Those are not, um, those are additional information, um, but the ones that are required are the ones with the red asterisks, which is the last name, the email, and the date of birth. Those are the ones with the red asterisks, and those are the ones that are required. The rest is just additional.
[CUSTOMER][NEUTRAL] OK. Uh yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] You know, kind of helps like eliminate any of all things so.
[CUSTOMER][NEUTRAL] Did you sleep last night? Uh, uh, no, uh, they.
[CUSTOMER][NEUTRAL] Yeah, 6 $12.
[CUSTOMER][NEUTRAL] Here the goals.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, listen, you should go home and get some sleep.
[CUSTOMER][POSITIVE] OK, nice, um.
[CUSTOMER][NEUTRAL] Ask me to put in my um
[CUSTOMER][NEUTRAL] My birthday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It won't let me just type it in. It's just the um the month and and [PII] pop up.
[AGENT][NEUTRAL] OK, so if you're looking at [PII], you see the, the one that says [PII] in the top and it has like an error down.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, go ahead and click on that.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] she's born in [PII]. Her maiden name was [PII].
[AGENT][NEUTRAL] And then you're gonna scroll up until you find um your date or like your year date, date of birth.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're gonna choose your year.
[CUSTOMER][NEUTRAL] Par
[AGENT][NEUTRAL] And then from there you can choose the month.
[CUSTOMER][NEUTRAL] That's your first name and your last.
[AGENT][NEUTRAL] And then you can change the date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He took her her
[CUSTOMER][NEUTRAL] When they got married, yeah.
[CUSTOMER][NEUTRAL] Changed his first name. He was born at [PII] in uh Curling right outside Gross, was considered [PII].
[CUSTOMER][NEUTRAL] I now just checking that.
[CUSTOMER][NEUTRAL] Oh, knocking me out.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That I can find, but Rogers pushed the visa warrants.
[AGENT][NEUTRAL] OK. The other option that you have is um just click out of that um.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Calendar and just click on the month like MM just put the date there and then click on DD put the date there and then click on the YYY and put the year there if you wanna do it like typing it in.
[CUSTOMER][NEUTRAL] So lower
[CUSTOMER][NEUTRAL] Hidden files.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of using the calendar. Mhm.
[CUSTOMER][NEGATIVE] Well, every time I click on my birthday, um, the calendar pop up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so was you able to click on the error down and look for your year?
[CUSTOMER][NEUTRAL] Um, ain't no error down is, is the error on the side to side. It'll click on the right side or the left side.
[AGENT][NEUTRAL] That's gonna take you a little bit more time. If you see the date, it's gonna say today's date. OK, so it's gonna have the month and the year. The, it should be an error down beside the year.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's a small one.
[CUSTOMER][NEUTRAL] No, it don't. I don't see it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Recovery team at the hospital
[AGENT][NEUTRAL] Then if you don't see it, you will have to just um do the error up.
[AGENT][NEUTRAL] Until you find your year.
[AGENT][NEUTRAL] Just takes a lot, a long time like doing it like that, to do it like that.
[CUSTOMER][NEGATIVE] went out of business
[CUSTOMER][NEGATIVE] It it keep on knocking me out that way.
[AGENT][NEUTRAL] OK, let's try the other way one more time. OK, so go ahead and click on the calendar and go ahead and click on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you do that, what do you see?
[CUSTOMER][NEUTRAL] OK. I click on calendar.
[CUSTOMER][NEUTRAL] And I say [PII].
[AGENT][NEUTRAL] OK, go ahead and click on [PII]. Go ahead and click on [PII].
[AGENT][NEUTRAL] What do you see now?
[CUSTOMER][NEUTRAL] OK, um, it said [PII] up there.
[CUSTOMER][NEUTRAL] Where it say birthday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. When, OK, so now go ahead and click on [PII]. Go, go ahead and click on [PII]. Go ahead and click on that.
[AGENT][NEUTRAL] What do you see now?
[CUSTOMER][NEUTRAL] When I click on
[CUSTOMER][NEUTRAL] Wait a minute. OK, I
[CUSTOMER][NEUTRAL] OK, it's got uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK. Now, I want you to scroll up.
[AGENT][NEUTRAL] You're gonna see all the years changing.
[AGENT][NEUTRAL] And go ahead and find your year.
[AGENT][NEUTRAL] In that.
[CUSTOMER][NEUTRAL] No, it's still got [PII].
[AGENT][NEUTRAL] OK, what, what happened when you click on [PII]?
[AGENT][NEUTRAL] The bow bold letters in the top, in the left side.
[CUSTOMER][NEGATIVE] When I click on [PII], nothing happened.
[CUSTOMER][NEUTRAL] And when I said, um, then I met Set, and then [PII], not [PII] up there when I met Set.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and clear. Go ahead and open the calendar one more time.
[AGENT][NEUTRAL] When you open the calendar, OK, you're gonna see that there's a blue box on the [PII], correct?
[CUSTOMER][NEUTRAL] OK, I did. OK.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Yeah, um, it's red, it's not blue, it's red.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I, I, I want you to go up, up, up where it says [PII] in bold bold letters, in bold numbers, black, like dark. OK.
[CUSTOMER][NEUTRAL] Yeah, I see [PII].
[AGENT][NEUTRAL] OK, go ahead and click on that one.
[AGENT][NEUTRAL] And tell me what you see when you click on that.
[CUSTOMER][NEUTRAL] So you want me to match on the [PII]?
[AGENT][NEUTRAL] Yes, not on the date, but on the top where it says [PII].
[CUSTOMER][NEGATIVE] OK, when I click on it, nothing happens.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, clear the calendar. When you click on MM, does it, does it change blue?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't see no yeah yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's not gonna let you. And you say you're in the tablet?
[AGENT][NEUTRAL] On the laptop.
[CUSTOMER][NEUTRAL] Yeah, I'm on my tablet.
[AGENT][NEUTRAL] Tablet. What type of tablet, is it a notepad or is it a regular tablet and what?
[AGENT][NEUTRAL] What um browser are you using?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Wait a minute, let me get my laptop. I got a laptop too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me turn it on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for to get in, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So go ahead and just um click on create your account.
[CUSTOMER][NEUTRAL] I did that.
[AGENT][NEUTRAL] OK, so you already put the information on the insured part or you're still going to that part?
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] I'm where I'm at now. I'm at the same place.
[CUSTOMER][NEUTRAL] It says sign up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With my, my last name?
[CUSTOMER][NEUTRAL] And my sister through all that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my birthday now I see MMDD.
[AGENT][NEUTRAL] OK, perfect. OK, so go ahead and put your last name, the email, and click on MM and put your date, the month and then you can click on DD put your date and then you can click on the YYY and you can put your year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now I say um
[CUSTOMER][NEUTRAL] My setup is complete.
[AGENT][NEUTRAL] OK, so did it let you go to the next page where it's asking you to put your email address and get a confirmation?
[AGENT][NEUTRAL] Did you click on next?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, what do you see when you click on next?
[CUSTOMER][NEUTRAL] OK, it a change um.
[CUSTOMER][NEUTRAL] Change you may may not be saved.
[CUSTOMER][NEGATIVE] They got leave or cancel.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, OK, so you don't have anything that says snacks?
[CUSTOMER][NEUTRAL] Well I mean now, um.
[CUSTOMER][NEUTRAL] It continues. Let's see what happened next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He's still lonely.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I know R is still loading.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just wait a little bit. If it doesn't work, then we'll go ahead and do it again, OK?
[CUSTOMER][NEUTRAL] It's still loading.
[AGENT][NEUTRAL] OK, uh, go ahead and close that, uh, close that page.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, go ahead and open it, open the page one more time. Just go to the website at [PII] or secure. [PII].
[CUSTOMER][NEUTRAL] OK, I did click on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, then.
[CUSTOMER][NEUTRAL] As me for my information again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll put in my birthday and my email, that's it.
[AGENT][NEUTRAL] The last name, the email, and the birthday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did that and he said, continue.
[AGENT][NEUTRAL] OK, go ahead and click on continue.
[CUSTOMER][NEUTRAL] OK. It says um.
[CUSTOMER][NEUTRAL] Verify my email address and then say on your new password.
[AGENT][NEUTRAL] OK, perfect. Go ahead and verify your email.
[CUSTOMER][NEUTRAL] And then put in my new um my new password.
[AGENT][NEUTRAL] Yes, but first you need to verify your email. So go ahead and click send code, OK, and then once you receive this, the code that we send to your email, put it in and verify it.
[CUSTOMER][NEUTRAL] Yeah, I did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did that.
[AGENT][NEUTRAL] OK, um, so now, now go ahead and create your password and all that and, and continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I created my new password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then as uh
[CUSTOMER][NEUTRAL] Display name.
[AGENT][NEUTRAL] That's gonna be the name that you want the computer to show you so you can put anything there, you can put your first and last name or you can put in my account or just whatever name you want there, you can do that and then the rest is gonna be your first and last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my first and last name is up there, so I click continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it says the term you use, so I, OK.
[CUSTOMER][NEUTRAL] I put um I check agree.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, it said my account has been uh has been successfully created.
[AGENT][NEUTRAL] It's created.
[AGENT][POSITIVE] Perfect. OK, so now you're gonna go into the homepage and log in.
[CUSTOMER][NEUTRAL] Go to the home page.
[AGENT][NEUTRAL] Yes, now you're gonna go to the home page and and click on log in.
[CUSTOMER][NEUTRAL] OK. Um, you say welcome to online service.
[AGENT][NEUTRAL] Mhm. Yes, click on log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You put your um email, sometimes it will show the email already there, so you're gonna get another code and you're gonna put it there. This code is gonna take a little bit longer than the first one, OK? Just a couple of minutes more longer than the, the, the first one. So once you get that new email, you can put it in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Code.
[CUSTOMER][NEUTRAL] OK, so I gotta go to my email.
[AGENT][NEUTRAL] Mhm. Yes, go to your email so you can retrieve that um code.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and were you able to get into your account?
[CUSTOMER][NEUTRAL] I tell them.
[CUSTOMER][NEUTRAL] Let me see, I'm clicking on continue now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it say we are expe an issue retrieving your data. Please try again later.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, so, uh, what information did you put in?
[CUSTOMER][NEUTRAL] What information I put in?
[AGENT][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] I, I put in the code.
[AGENT][NEUTRAL] OK, so when, when you put the code, you get an error and you cannot get in?
[CUSTOMER][NEUTRAL] Yeah, man, click on continue this pop up to uh re-experience and issue.
[CUSTOMER][NEUTRAL] Retrieving your data, so please try again later.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Or contact
[AGENT][NEUTRAL] OK. So right now, this is what we're gonna do. You're gonna go ahead and close everything you have open.
[CUSTOMER][NEUTRAL] Close the complete out.
[AGENT][NEUTRAL] Yeah, close everything you have open from your laptop. Just go ahead and close all the pages, all the tabs that you have opened.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK. So now go ahead and open it again and let's try one more time and see if that will fix the problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know that pop up again.
[CUSTOMER][NEUTRAL] You are experiencing issues retrieving your data. Please try again later.
[AGENT][NEUTRAL] OK. And you did close every single tab that you had opened for 8PL?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Do you know how to clear your um history, the search history?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK. And um do you know what browser are you using?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, do you, when you open, when you open the computer, did you see Google come up or you saw Safari or Edge, which one came up when you opened your computer?
[CUSTOMER][NEUTRAL] When I first opened it,
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When I first opened, it was um Microsoft Age.
[AGENT][NEUTRAL] Edge, OK, so you're an edge. Um, let me see how you.
[AGENT][NEUTRAL] The history for edge.
[AGENT][NEUTRAL] Can you excuse me, can you go to uh Chrome to Google Chrome, or you don't have that in the computer?
[CUSTOMER][NEUTRAL] No, I don't have that.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so let me uh.
[AGENT][NEUTRAL] OK, do you see 3 little dots on the right top corner of the browser?
[AGENT][NEUTRAL] Under setting.
[CUSTOMER][NEUTRAL] Yeah, I see, um, yeah, I see 3 dots.
[AGENT][NEUTRAL] OK. Go ahead and click on that.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, what options do you see?
[CUSTOMER][NEUTRAL] They, um, new tab, new window.
[CUSTOMER][NEUTRAL] New and private window zoom.
[CUSTOMER][POSITIVE] Favor history, download.
[CUSTOMER][NEUTRAL] Extension, password.
[AGENT][NEUTRAL] OK, click on history.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, uh, do you see where it says clear history?
[CUSTOMER][NEUTRAL] OK, let me see Claire.
[CUSTOMER][NEUTRAL] No, I don't see clear history.
[AGENT][NEUTRAL] OK, so you click on history and then um let's see, bear with me. I'm trying to do this with you. OK, what options do you have on the history?
[CUSTOMER][NEUTRAL] It say um Google.
[CUSTOMER][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A P L O S C.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][NEUTRAL] Google, [PII].
[AGENT][NEUTRAL] Hey, keep scrolling down into your in the end of that page and what options do you see after that?
[AGENT][NEUTRAL] OK, so this is what I want you to do, OK? I'm, I'm, I'm gonna do it with you, OK?
[AGENT][NEUTRAL] So, go, go again to the little three dots in the top.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on it.
[AGENT][NEUTRAL] Click on history.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK click on history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're gonna see that little, OK, you're gonna see a little trash can beside history. Go ahead and click on the trash can.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] You said trash can?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The picture of a little trash can beside history.
[AGENT][NEUTRAL] In the top.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, click on that.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, if there's gonna, OK, it's gonna open in your little tab.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] And it's gonna have um.
[AGENT][NEUTRAL] In the bottom where it says clear sur um clear history.
[AGENT][NEUTRAL] Clear now?
[CUSTOMER][NEUTRAL] It say clear now.
[AGENT][POSITIVE] Yes, clear now.
[CUSTOMER][NEUTRAL] So click on that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So now it went back to the homepage, correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] It take me, it take me to setting.
[AGENT][NEUTRAL] Betting.
[AGENT][NEUTRAL] OK, so on there.
[CUSTOMER][NEUTRAL] And then it said club box.
[CUSTOMER][NEUTRAL] They say clear um by data now.
[AGENT][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on that.
[CUSTOMER][NEUTRAL] They say choose what to clear.
[AGENT][NEUTRAL] OK, and you're gonna.
[AGENT][NEUTRAL] Click um.
[AGENT][NEUTRAL] You're gonna go ahead and click the browser history.
[CUSTOMER][NEUTRAL] OK, I don't see no Bowery history.
[AGENT][NEUTRAL] Browsing history.
[CUSTOMER][NEUTRAL] Where, where I'm at now, it, I'm at 7.
[AGENT][NEUTRAL] OK, so you're at setting.
[CUSTOMER][NEUTRAL] Yeah, and that way it take me to. And then it say profile.
[CUSTOMER][NEUTRAL] And then say privacy uh search.
[AGENT][NEUTRAL] OK, you're gonna click on that.
[CUSTOMER][NEUTRAL] Privacy search.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and then um
[AGENT][NEUTRAL] You're gonna go ahead and what else is asking you right now?
[CUSTOMER][NEUTRAL] OK, when I click on that, it, it, it says tracking.
[CUSTOMER][NEUTRAL] Prevention, clear.
[CUSTOMER][NEUTRAL] B um Deer.
[AGENT][NEUTRAL] OK, go ahead and click on clear.
[CUSTOMER][NEUTRAL] OK, I did.
[CUSTOMER][NEUTRAL] It take me back to the clear data.
[AGENT][NEUTRAL] OK, um, what options do you have now?
[CUSTOMER][NEUTRAL] It's a clear bo dealer now.
[CUSTOMER][NEUTRAL] They choose what to clear.
[CUSTOMER][NEUTRAL] Then choose what clear every time you choose the vowel.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, so does it, do you see anything that says uh clear history?
[CUSTOMER][NEUTRAL] OK, it said um it said this includes history, password.
[CUSTOMER][NEUTRAL] Cooking and more.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it say manage your data.
[AGENT][NEUTRAL] OK. Any other options to clear the data?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Mm me too.
[AGENT][NEUTRAL] OK, um, let's close everything again and try to open the website one more time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm back in. It take me to the login.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, go ahead and click on login, see if he will give you the code and try to get in with that code.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] You got my email address up here and then you got my password.
[AGENT][NEUTRAL] OK, go ahead and try your password. Mhm.
[CUSTOMER][NEUTRAL] Let me click on see if I'm in.
[CUSTOMER][NEGATIVE] No, it, it gave me a cold again.
[AGENT][NEUTRAL] OK, go ahead and get the code.
[CUSTOMER][NEGATIVE] I'm waiting for the call. He ain't send me a call again.
[AGENT][NEUTRAL] OK, um, make sure it's, it's gonna take a minute to get that code. Um, make sure you go to junk just in case it's on the junk, OK? Or a spam or anything like that. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's saying the same thing.
[CUSTOMER][NEUTRAL] We experience an issue retrieving your data.
[CUSTOMER][NEUTRAL] Please try again later.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, that means that the, the history was not cleared.
[AGENT][NEUTRAL] OK. Uh
[AGENT][NEUTRAL] OK, so, uh, the best thing to do at this point, um, either, um, you can go back to your phone and try getting in your phone or getting in your on your tablet instead of your laptop or um again, you will have to go through the, the clearing your history, your data and the same way we did prior, just go ahead and click on clear data.
[AGENT][POSITIVE] And clear history so you can be able to get in because you have something open that is blocking you from getting in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that will be the, the only options that I see for you to go in will be either that or just go ahead and restart your computer to so we can erase everything that you were working on. Um, those are the only other options that I can think of because we already tried clearing the data, we already tried getting in and it it seems like nothing is working. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just keep trying until I fix it.
[AGENT][NEUTRAL] You can go ahead, like I said before, once we get off the phone, go ahead and restart your computer if you want to. That's gonna take a little bit for for it to restart and everything and then try it again, OK? If you restart the computer and you're not able to get in, you can call us back and we can try to do it from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Is there anything else? You're welcome. Is there anything else I may help you with today? All right. You have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][NEUTRAL] No, that's it. You too. Bye bye.
[AGENT][POSITIVE] OK. Thank you. Bye-bye.