AccountId: 011433970860
ContactId: b51e0559-3110-4e8d-8392-8845a4b2c595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1614219 ms
Total Talk Time (AGENT): 426666 ms
Total Talk Time (CUSTOMER): 630433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b51e0559-3110-4e8d-8392-8845a4b2c595_20250402T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is um [PII]. I am trying to
[CUSTOMER][NEUTRAL] Um, sign up for your portal as a new user.
[CUSTOMER][NEGATIVE] And I keep getting the password and it doesn't.
[CUSTOMER][MIXED] I like it and even if I do what it tells me to do, it still doesn't like it, and I can't get past that.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I had my part out a minute ago and I stuck it back.
[CUSTOMER][NEUTRAL] Actually I had it when I talked to someone this morning and then
[CUSTOMER][NEUTRAL] And she didn't need it.
[CUSTOMER][NEUTRAL] 58,570.
[AGENT][NEUTRAL] OK, and just need a few pieces of information. What is your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] I spoke to someone this morning and she sent me an email.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And that's what I was trying to do, yeah. I'm sorry, my address, is that what you asked for?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you. And lastly just your email address.
[CUSTOMER][NEUTRAL] [PII] excuse me, I've got a [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see if we can figure out what's going on here.
[AGENT][NEUTRAL] OK, so let me walk through this with you.
[AGENT][NEUTRAL] OK, so you've gotten to the point where you set up your password, is that correct?
[CUSTOMER][NEUTRAL] Mm, I did. It's gone now because it just
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, no, it's acting like it saved it, but then when I chose that, it said invalid.
[CUSTOMER][NEUTRAL] So I've got my username is [PII] and then I.
[CUSTOMER][NEUTRAL] I use that password that Apple offers to use, you know, the real long one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it didn't have a special character in it, so it didn't like it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just added a special character at the end, and then when I had to
[CUSTOMER][NEUTRAL] You know, enter it again, same thing. I just put that special character at the end.
[CUSTOMER][NEUTRAL] And then it got down to where you
[CUSTOMER][NEUTRAL] So you've read the po the terms and all that stuff and so.
[CUSTOMER][NEGATIVE] And check that and scroll through those and went back and checked it and it still wouldn't let me go forward.
[AGENT][NEUTRAL] Did it give you an error?
[CUSTOMER][NEUTRAL] The 2nd time I tried it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, 2nd time I tried it.
[CUSTOMER][NEGATIVE] It let me save it supposedly, but then when I tried to get in with it, no, it wouldn't and then it went off for a while and said that I would have to call.
[CUSTOMER][NEGATIVE] This number that there was an error.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I don't know if it's because I tried twice and you know, that was it. I don't know.
[AGENT][NEUTRAL] Let's see. Do you mind if I put you on a brief hold?
[CUSTOMER][NEUTRAL] Sure, that's fine.
[AGENT][NEUTRAL] Hold on one moment. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I might have been 30.
[AGENT][POSITIVE] OK, sorry about that
[AGENT][NEUTRAL] Um, let's see, thanks for holding. I don't, so it looks like you're still in the process of where you should be able to enter a password because I don't have your username set up yet in our system and then.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You're not locked out, so
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Can
[CUSTOMER][NEGATIVE] This time when I've gotten to password, it, it lets me choose paste, but nothing pays. So, and it's not giving me that, do you want us to choose your password, which I did, you know, a while ago, since it's 18 characters or whatever. But um so I guess I'm gonna have to make up just a little short one and see what happens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, 18 characters. That sounds um quite, quite long.
[CUSTOMER][NEUTRAL] Is that what you mean.
[CUSTOMER][NEUTRAL] Well, you know, Apple always does that 18 characters, you know, 6-6-6.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then nobody's gonna get that usually.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But I guess your sister didn't like that.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Let me see if I can figure out one.
[CUSTOMER][NEUTRAL] That writing it down.
[CUSTOMER][NEUTRAL] I mean does it have to be? Do you remember?
[AGENT][NEUTRAL] Usually they want like 12 characters. OK, here we go. 08 characters minimum.
[AGENT][NEUTRAL] One symbol.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Uh, OK, so one lowercase character, one uppercase character, one number, one symbol.
[AGENT][NEGATIVE] 8 characters minimum cannot contain username.
[CUSTOMER][NEUTRAL] Invalid user name or password.
[CUSTOMER][POSITIVE] And I'm using the same user name so it's evidently got one.
[CUSTOMER][NEUTRAL] OK, so I guess I'm gonna need to go down here and choose reset.
[AGENT][NEUTRAL] OK, try that and if it doesn't send you anything try just try the process from scratch again.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm doing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought.
[CUSTOMER][NEGATIVE] OK, when I chose my RS Fred, it says there doesn't appear to be any reset options set up on your account. If you believe this is a mistake, please contact customer service.
[CUSTOMER][NEUTRAL] If you're a broker or an agent, please contact broker resources.
[CUSTOMER][NEUTRAL] So what do I do now?
[AGENT][NEUTRAL] OK, can you start just completely over?
[CUSTOMER][NEUTRAL] Well, it wants me to send.
[AGENT][NEUTRAL] Start as a new user.
[CUSTOMER][NEUTRAL] I guess something to customer service or something.
[CUSTOMER][NEGATIVE] There doesn't appear to be any reset options set up on your account.
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] Um, would you be able to click new user again and just start over?
[CUSTOMER][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] Yeah, it looks like I'm going to.
[CUSTOMER][NEUTRAL] OK, 3rd try, we'll see.
[AGENT][NEUTRAL] And um I will note that you have to put your social security number. It won't take a member ID.
[CUSTOMER][NEGATIVE] It won't
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I just did social security number without looking at my member ID.
[CUSTOMER][NEUTRAL] So is that OK?
[AGENT][NEUTRAL] OK, yeah, no, that's the only thing it'll actually take is your social.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] All right, back to the user name again.
[CUSTOMER][NEUTRAL] I think I'll just use my email this time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I can choose use strong passwords so I guess we'll see if this works.
[CUSTOMER][NEGATIVE] I bet it's not going to cause it stayed yellow.
[CUSTOMER][NEGATIVE] And you yellow is not good. And then with the email, it's like yellow on that too.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm entering my phone.
[CUSTOMER][NEUTRAL] OK, it's got the same little message it said from the beginning that I need one symbol.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] In my password.
[CUSTOMER][NEUTRAL] So I guess I'll go back up there and add one at the end like I did wanna go.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Yeah, be like an exclamation or dollar sign or.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Etc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, got rid of that. Now it's checked. I have read and accept the terms of use.
[CUSTOMER][NEUTRAL] Licensing and privacy notices.
[CUSTOMER][NEUTRAL] Please enter a valid user name.
[CUSTOMER][NEUTRAL] Username must be 1 to 20 characters, any combination.
[CUSTOMER][NEUTRAL] Whatever, I wonder why it won't take the user name.
[AGENT][NEUTRAL] Uh, what did you use for your username?
[CUSTOMER][NEUTRAL] This time I use my email I or spread.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see how many characters that is 12.
[AGENT][NEUTRAL] 567 1011 1213, 1415 1617, 1819, 20.
[AGENT][NEUTRAL] 20 characters.
[CUSTOMER][NEUTRAL] So it must be 1 to 20.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] It's kind of orangey color and the passwords kind of orangey color and the confirmed passwords kind of orangey color.
[AGENT][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] But the only thing it says is the valid user name.
[CUSTOMER][NEUTRAL] I've never seen anybody fuss about my email being my username.
[AGENT][NEUTRAL] I know, it's not, it's 20 it is 20 cars.
[CUSTOMER][POSITIVE] Because I use it a lot.
[AGENT][NEUTRAL] 23456.
[AGENT][NEUTRAL] 789 [PII].
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] I count 20 also.
[AGENT][NEUTRAL] Yeah, I count 20. Let's see, let me, let me look at something else real quick hold on one moment.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is it not like the at symbols?
[AGENT][NEUTRAL] That might be it. I don't know if it can have any special characters in the username.
[CUSTOMER][NEUTRAL] Well, it says, you know, it's letter.
[CUSTOMER][NEUTRAL] Letters or numbers or the underscore sign or the dash.
[AGENT][NEUTRAL] Yeah, it, I bet it's that at symbol. Can you try?
[CUSTOMER][NEUTRAL] I guess I could uh go back and take and just do their RS spread too.
[AGENT][NEUTRAL] Maybe take the
[AGENT][NEUTRAL] Yeah you could try that. Let's try that and see if that works or take the at out of your.
[AGENT][NEUTRAL] Like RS Fred SBC Global.
[CUSTOMER][NEUTRAL] OK, looks like it's gonna work.
[CUSTOMER][NEUTRAL] It's yellow but it doesn't like it. Do you know what yellow means?
[CUSTOMER][NEUTRAL] Are they just different colors?
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I guess they're just different.
[CUSTOMER][NEUTRAL] It doesn't tell me it doesn't like anything, but when I touched next, nothing happens.
[AGENT][NEUTRAL] OK, let me see if I can. What do you want your username to be?
[CUSTOMER][NEUTRAL] Let's just go back to that original one RS spread.
[AGENT][NEUTRAL] OK, RS but all upper case or?
[CUSTOMER][NEUTRAL] No, I am all lower case.
[AGENT][NEUTRAL] All lower case.
[AGENT][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] Just like in in my email address IS for it.
[AGENT][NEUTRAL] OK, I'm gonna test it out on my end and see what happens.
[AGENT][POSITIVE] Because I believe you should be able to if I set this up successfully you'll be able to go in and change your password.
[AGENT][NEUTRAL] You can do forgot password and then you can set up a new password.
[AGENT][NEUTRAL] So let me try, let me try real quick.
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Oh, all right. The lady I talked to this morning was from [PII]. Oh my goodness, I could tell it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She had the accent.
[AGENT][NEUTRAL] Yeah, yeah, uh, yeah, I'm in [PII] City, born and raised.
[CUSTOMER][NEUTRAL] She said
[CUSTOMER][NEUTRAL] Yeah, cause we're only an hour away.
[AGENT][NEUTRAL] Yep, you got [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I've always wanted to go there, but.
[CUSTOMER][POSITIVE] Oh, you got it.
[AGENT][NEUTRAL] Yea[PII], I haven't been there, but I've been to uh
[CUSTOMER][POSITIVE] Yes, that's, that's our pride and joy in [PII], yeah.
[AGENT][NEUTRAL] Yeah, [PII]. I've been out on a John boat fishing on [PII], so that's close to there.
[CUSTOMER][NEUTRAL] Oh, OK. That's 20 miles from here, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I've been awake since [PII] because I thought it was gonna storm bad and then.
[CUSTOMER][NEUTRAL] I tell my husband I was gonna sleep all afternoon. I haven't got to sleep yet, but I bet I'll crash sometime.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I know the storms, they get you all freaked out on the news.
[CUSTOMER][NEUTRAL] And we didn't have much of a storm, did you?
[AGENT][NEUTRAL] We didn't either. Thank goodness. No, uh uh. It was, thank goodness it was OK.
[CUSTOMER][POSITIVE] It was over in 10 minutes. Uh, yeah, I'm not complaining.
[AGENT][NEUTRAL] Yeah.
[AGENT][MIXED] No, not complaining, but I, I do get a little frustrated that they make such a big deal sometimes.
[CUSTOMER][NEUTRAL] Yeah, they hype it up so much and you just, you know.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] But that's, you know, it is what it is.
[CUSTOMER][NEUTRAL] Supposed to be, yeah.
[CUSTOMER][NEGATIVE] Well, I know they hype it up and then we're disappointed nothing happens kind of like that's, that's not right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] I know it's not right.
[AGENT][POSITIVE] But I mean, I understand. I know they have to be better safe than sorry.
[CUSTOMER][NEUTRAL] I know they need to do.
[CUSTOMER][NEUTRAL] The Seminole, we lived here 50 years and we had never been hit until
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Either 2 or 3 years ago on our anniversary, we had 22 hours apart.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] And they took some treetops in our neighborhood, a couple of pieces of siding off our house, but it didn't ever get lower than treetops, so nobody lost their home or any injuries or anything, but
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Yeah, it's kind of scary. I have 2 of them 2 hours apart.
[AGENT][NEUTRAL] Yeah, it's uh.
[AGENT][POSITIVE] I mean, I'm always, I'm always glad when we, I know summer's hot, but I'm always kind of glad and I feel relieved when we get to around like late June, July, because then it's like statistically it goes down that we won't have a tornado, so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I know it
[CUSTOMER][NEUTRAL] And to me it's starting earlier this year. I don't remember them doing this at the end of March in the first week of April. I'm like, oh this is like May.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] But last year, most of the stuff was in a I think.
[CUSTOMER][NEUTRAL] Because [PII]'s hometown got hit last year, sulfur.
[CUSTOMER][NEUTRAL] And in my hometown, I I got hit, you know, like 3 weeks ago.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] It's not fun, but it's like, where is it in the [PII] that doesn't have some type of natural disaster weather.
[CUSTOMER][NEUTRAL] That's right, it's either this or some, something else.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Everybody's convinced because we live here that we're used to them coming down our street every year or something.
[AGENT][NEUTRAL] No, no
[CUSTOMER][NEUTRAL] We'll tell people on cruises, we've never seen one. I go, what? You've never seen one.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I've seen it on TV.
[CUSTOMER][NEUTRAL] I know it's, yeah, oh yeah, you'll get to watch on TV about 18 hours.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] I said, and we even know what street it's gonna be on and what corner or what time?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if this works.
[CUSTOMER][NEGATIVE] You having any luck.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well I'm talking to you.
[AGENT][NEUTRAL] It says submitting so we'll see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, submitting. OK, let's see.
[AGENT][NEUTRAL] Submit submit submitting.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We were trying to figure out how many years I've had this policy, and I think that in [PII] when I had to.
[CUSTOMER][NEUTRAL] File a claim. I'd had it 21 years, so I said maybe I've had it 31.
[CUSTOMER][NEUTRAL] Something on your website says it began in [PII] in the [PII]. 0 gosh, I've only
[CUSTOMER][NEUTRAL] Probably is only 3 or 4 years ago when I took this policy yet.
[AGENT][NEUTRAL] OK, OK, OK, well, see if you'll write this down.
[AGENT][NEUTRAL] Let me, uh, and then when you go into your account just do um forgot password.
[AGENT][NEUTRAL] Or there should be a place when you go into your account you can change your password so so I I've got [PII] as your username, OK, all lower case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, here is your password.
[AGENT][NEUTRAL] I used to work, I used to work at the library, so I used to help the our employees and um this would always be a temporary password. So it's library, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's funny because I have my library.
[CUSTOMER][NEUTRAL] Certification in [PII]. I never didn't get to use it in school, but I haven't.
[AGENT][NEUTRAL] Oh really? Yeah, did you have your MLIS?
[CUSTOMER][POSITIVE] Yeah, it's funny.
[CUSTOMER][NEUTRAL] No, I have a master's in music, so I didn't want to get the MLS but I got the school certification, which was 24 hours, so he might as well have gotten it. I was only 6 hours short.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And I was commuting to [PII] and it was getting pretty crazy with two teenagers.
[AGENT][POSITIVE] Oh gosh, I bet, yeah.
[CUSTOMER][NEUTRAL] Now you want me to try that?
[AGENT][POSITIVE] Yeah try that and see see if you get in OK. I, I just got in successfully so it should work.
[CUSTOMER][NEUTRAL] Now I'm just taking out what I already had in here. Is that, is that gonna work? OK, you think or not?
[AGENT][NEUTRAL] Um, once you get into the system.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Well, I mean, I just left the RS red and erased the password I had.
[AGENT][NEUTRAL] Yeah, erase the password so you won't do the new user or any of that anymore just go to that log in.
[AGENT][NEUTRAL] Uh, yeah, click log in up on the uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Should be the upper right hand corner, I believe.
[CUSTOMER][NEUTRAL] OK, it says the password in your like cloud key change for spread has changed. Do you want to update it?
[CUSTOMER][NEUTRAL] And I guess I don't.
[CUSTOMER][NEUTRAL] Or shall I for a while until I change it?
[AGENT][NEUTRAL] Yes, you can update it and then if you want to you know go in and look at your stuff and then next time you log in or you can log out, log back in and do forget or reset password then you can set up your own password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm trying to get rid of this page that it doesn't want to leave me.
[CUSTOMER][NEUTRAL] This says oops, there's been an error. It looks like we're experiencing technical difficulties. If you continue to experience issues, please contact us. Well, that finally went away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just when I finish reading it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now it's back to the blank page again. I don't ever let me do anything else.
[AGENT][POSITIVE] Yeah, it should, it should do.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It's not letting, I mean, it wants me to use my username and my password, but it's not letting me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know, when I touch it, it doesn't come up with a keyboard for me to type it in.
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] And there's no back button, so there's a back button I do that.
[AGENT][NEUTRAL] Can you close out of everything and then just log into the or get onto the site again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Secure. [PII], is that what it is?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello [PII], you can receive claim status updates via text message. Enter your phone number.
[CUSTOMER][NEUTRAL] OK, I hadn't seen this page yet.
[AGENT][NEUTRAL] OK. I put the phone number, the [PII]. Is that right?
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm now subscribed to receive text message notifications.
[CUSTOMER][NEUTRAL] And set up direct deposit. Do I wanna do that now or do I wanna wait to do that?
[AGENT][NEUTRAL] I will say direct deposit is the fastest way to get paid otherwise you'll be getting a paper check in the mail.
[CUSTOMER][NEUTRAL] Oh, OK, I'll have to get my checkbook to do this thing, OK.
[CUSTOMER][POSITIVE] I, I think we're good, maybe, maybe.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, well, I'm so sorry. I'm so sorry it's such a pain in the neck. I mean, goodness gracious.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] I don't know what the deal was just.
[AGENT][NEUTRAL] I know. Well, uh, OK, so.
[CUSTOMER][NEUTRAL] It is just going in a loop.
[AGENT][NEUTRAL] Ms. [PII], is there anything else?
[CUSTOMER][NEUTRAL] Yeah, after a while just looping back.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think that's it. I just need to get these hospitals to cooperate with me in the paperwork I need.
[AGENT][POSITIVE] OK, well, please don't hesitate to reach out if you need anything else or have any other questions, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.