AccountId: 011433970860
ContactId: bb2ea1e6-f710-4695-b130-77084ae783a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 937460 ms
Total Talk Time (AGENT): 198830 ms
Total Talk Time (CUSTOMER): 228714 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/2025/03/13/bb2ea1e6-f710-4695-b130-77084ae783a4_20250313T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need help setting up uh as a new user.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the uh portal.
[AGENT][POSITIVE] OK, absolutely. Happy to help. Do you have your policy number so I can just pull your information up?
[CUSTOMER][NEUTRAL] I do, uh, let's see.
[CUSTOMER][NEUTRAL] 00768702
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And if I can get the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and [PII], let me read this policy number back. I copied down 00.
[AGENT][NEUTRAL] 768702.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] All right. And um are you on the website or do you need the web address?
[CUSTOMER][NEUTRAL] No, I'm on it and I've been trying for probably 30 minutes to get a username that uh it likes.
[AGENT][NEUTRAL] So you're just having trouble finding a username to set up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I see what it wants, you know, one lower case, one upper case.
[CUSTOMER][NEUTRAL] You know a number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] 8 characters minimum and it keeps on lighting up one symbol and I've got an at sign in there.
[CUSTOMER][POSITIVE] Which is a symbol, it shows it's fine.
[CUSTOMER][NEGATIVE] And it doesn't lock it.
[CUSTOMER][NEUTRAL] And I've changed at dollar sign. I've changed it to underline. I've changed it to hyphen.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEGATIVE] And I can't get it to accept a user name.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEGATIVE] And it's aggravating cause like I said, it's been like probably 30 minutes. I don't think I'm exaggerating.
[AGENT][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't recall the username needing a special character, but it says there it needs a special character.
[CUSTOMER][NEUTRAL] Yup, it needs one symbol.
[CUSTOMER][NEUTRAL] In parenthesis dollar sign at sign exclamation.
[CUSTOMER][NEUTRAL] Percentage, a question mark, and
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, [PII], try doing the username without the special character. Have you tried that?
[CUSTOMER][NEUTRAL] I just did. I, yeah, yup, just took it out.
[AGENT][NEUTRAL] And what does it say?
[CUSTOMER][NEUTRAL] It says it wants a symbol.
[CUSTOMER][NEUTRAL] The special character.
[AGENT][NEUTRAL] User name
[AGENT][NEUTRAL] OK, so the 1 lower case character, 1 number, 8 characters minimum, 1 uppercase character, 1 symbol.
[AGENT][NEUTRAL] All of those requirements there are for the password.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Try your desired user name and then a pass.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'm telling to use a strong password, but it's not showing me the password so I can't tell.
[AGENT][NEUTRAL] Yeah, it's, it doesn't, there's not a thing to view it. It, it, if it's not saying it's not strong enough, I mean, that's OK. You can just retype it down below.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, well let's try that.
[CUSTOMER][NEUTRAL] But the thing is it was telling me that it didn't like, I guess it didn't like all those in my username but uh.
[CUSTOMER][NEUTRAL] Now it is.
[CUSTOMER][NEGATIVE] Apparently my strong password doesn't have a symbol in it.
[CUSTOMER][NEUTRAL] It's not saying it has a problem with the password, but one symbol is uh lit up in black and the other one lowercase, one uppercase, they're all pale gray now. So it's not saying, hey, there's a problem with your password, but it is showing the one symbol. However, in the password, tell you what, I'll do other options.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And strong password.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] The strong password has hyphens but not one of those. So I'll take out one of the letters.
[CUSTOMER][NEUTRAL] Let it take a picture in case it doesn't remember since I've changed it, let's see.
[CUSTOMER][NEGATIVE] I don't know why this is so difficult now.
[CUSTOMER][NEGATIVE] Now it's not doing anything. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It can be up to [PII].
[CUSTOMER][NEUTRAL] Got a symbol
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, and it just can't have part of your username in it.
[CUSTOMER][NEUTRAL] Right, and it doesn't, it's, it's weird letters.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With with letters, numbers.
[CUSTOMER][NEGATIVE] And now it does nothing.
[AGENT][NEUTRAL] Do you want me, [PII], to try and do it on my side online?
[CUSTOMER][POSITIVE] Yes, yes, please. Take over.
[AGENT][NEUTRAL] What do you wanna put in as the user name?
[CUSTOMER][NEUTRAL] How about [PII] with no [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Just grab your email.
[AGENT][NEUTRAL] OK, and then what is the primary phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the text message is the same thing [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it says your account has been created successfully.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the username is as requested. It is [PII], so your first name, [PII] no spaces.
[AGENT][NEUTRAL] And then the the password that I set, you can reset it. Um, the password that I set, let me give that to you.
[AGENT][NEUTRAL] Um, is [PII].
[AGENT][NEUTRAL] And then everything else is lower case, so only the first letter, the [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And then the numbers [PII].
[AGENT][NEUTRAL] With an exclamation point at the end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So try that as your username and password that should get you in.
[CUSTOMER][NEUTRAL] OK, hang on, I'm putting it in my secured, uh, in my passwords.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. The only thing capital was the [PII] at the beginning.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Yeah, OK, let me say, OK, so I need to get to log in and out of new user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's gonna oh my phone number.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So if you want to at some point to reset the password you can you don't, you know, you don't have to, um, obviously, um, but that will be the username, you know, going forward that doesn't change so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I should have called you about 25 minutes ago.
[AGENT][NEUTRAL] You're so
[AGENT][NEUTRAL] I'm sorry you were having such a hard time.
[CUSTOMER][POSITIVE] OK. All right. Well, thanks for your help. Have a good day.
[AGENT][POSITIVE] You're welcome. Bye-bye. Mhm.