AccountId: 011433970860
ContactId: bb47d4ca-7e2d-4b33-b755-a0111589e4a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1134939 ms
Total Talk Time (AGENT): 248789 ms
Total Talk Time (CUSTOMER): 299012 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/bb47d4ca-7e2d-4b33-b755-a0111589e4a5_20250618T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm uh with First Financial and we're, we got an email that we're supposed to complete a link to no more forms to get appointed with APL and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to do that through the link and it looks like I'm needing a client code or a packet code or something.
[AGENT][NEUTRAL] OK. And what, what is your first and last name?
[CUSTOMER][NEUTRAL] It feels like
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. Do you mind if I put you on a brief hold for a second?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], do you know what the code is to have them fill out no more forms?
[AGENT][NEUTRAL] He said that he's getting.
[AGENT][NEUTRAL] And he's trying to log in and it's asking for a code.
[AGENT][NEUTRAL] I mean is it stored in uh.
[AGENT][NEUTRAL] HubSpot the email?
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] He's not even in the system.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] I am, yes ma'am.
[AGENT][NEUTRAL] OK, how did you, um, get the APLL info? Was it in an email? Was it in like.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, we got an email from [PII] who runs our, uh, department.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] OK, so it wasn't an email from APL. It was from your IT person.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's from our licensing department with a link to no more forms.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just trying to troubleshoot this with our our licensing department to see what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's, I guess when we got a company wide top.
[CUSTOMER][NEUTRAL] Email up today basically.
[CUSTOMER][NEUTRAL] You know, probably gonna have more than a few call if if.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because y'all uh this numbers if you need assistance, but basically.
[CUSTOMER][NEUTRAL] Yeah, the link
[CUSTOMER][NEUTRAL] You know, that I get um.
[CUSTOMER][NEUTRAL] It goes to um I've got two ways. I tried going to No more forms main website and kind of go in that direction and basically when I go to put in like change my password or get a password or whatever like it asked me where I want it sent where I want it sent to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it defaults to email but.
[CUSTOMER][NEGATIVE] The email that it shows is like [PII]. [PII] didn't have an extension.
[CUSTOMER][NEUTRAL] Um, and then when I go to say I wanna send code by my cell phone and I put my cell phone in there and hit next it just goes away, returns to the screen, and yeah I don't get a code so um I don't know if y'all got me set up through no more forms.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Already from the past and if so then it needs to you know maybe it looks like it's.
[CUSTOMER][NEUTRAL] You know it doesn't have my email address.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] It just
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] OK, so our IT person said that um it should have been included in the link.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but there are certain codes for different agencies, so I told her you're with First Financial, so maybe she, maybe you guys have your own code. So just give me one more second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, we, I've got a.
[CUSTOMER][NEUTRAL] OK, so let me see.
[CUSTOMER][NEUTRAL] Let me try this [PII].
[CUSTOMER][NEUTRAL] Yeah, I get a code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on, that's different you do something?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] AGTP is the code that the client packet code.
[AGENT][NEUTRAL] AGTP.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did that, did that work to get you in to know more forms?
[CUSTOMER][NEUTRAL] Well, it starts it starts getting me to the thing but I go to change my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I go to change my passcode.
[CUSTOMER][NEUTRAL] Maybe I'll just act like.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Dashwords don't match.
[CUSTOMER][NEUTRAL] We'll email or text you a temporary password, OK, so I'll put my social in.
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Continue step 2.
[CUSTOMER][NEGATIVE] OK, so in my email address it just defaults and says [PII], so that's not gonna work because it didn't.
[CUSTOMER][NEUTRAL] Yeah and then I put my cell phone. I put my cell phone in here [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] change the dot to the cell phones they send message.
[CUSTOMER][NEGATIVE] And then nothing happens. It just goes away and goes back to default email address and I don't get a text.
[AGENT][NEUTRAL] OK. Let me put you on a brief hold again, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, that email will have the code encoded for him. He can put first jobs who he was referred.
[AGENT][NEUTRAL] OK, [PII], are you still there?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I am going to send you another email um and it has when you select the no more forms link on the email it should have the code already encrypted in ther[PII] for you so you don't have to type in a code, but I'm gonna stay on the line with you until you receive the email and you're able to get it open, OK?
[CUSTOMER][NEUTRAL] OK, you got my email?
[AGENT][POSITIVE] Yes sir, it's [PII]. OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] There you are. I just got, yeah, I just got you.
[CUSTOMER][NEUTRAL] OK, so I do as a returning applicant or or.
[AGENT][NEUTRAL] Have you ever used no more forms before?
[CUSTOMER][NEUTRAL] I don't, I have no idea.
[AGENT][NEUTRAL] OK, um, then I would just say you haven't.
[CUSTOMER][NEUTRAL] I'll in the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so yeah, it looks like I have because it says password.
[CUSTOMER][NEUTRAL] It's not what they have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, basically did it again when I try to.
[CUSTOMER][NEUTRAL] Change my password.
[AGENT][NEUTRAL] Did you do forgot password?
[CUSTOMER][NEUTRAL] Um, here, let me do it down here.
[AGENT][NEUTRAL] Because it's saying that you are a returning user correct?
[CUSTOMER][NEUTRAL] Yeah, it, um, let me go back.
[CUSTOMER][NEUTRAL] I'll go in the applicant.
[CUSTOMER][NEUTRAL] I know you forgot password.
[CUSTOMER][NEUTRAL] And ask me what my social is. We will email you a temporary password, so I'll put my social.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] The last name.
[CUSTOMER][NEUTRAL] I can do the same thing, yeah, it the same thing.
[CUSTOMER][NEGATIVE] So I need it looks like no more forms needs my email address. It's what they've got defaulted just says [PII]. [PII] and it did it doesn't let me put in what my email address is. It's just grayed out so when I.
[CUSTOMER][NEGATIVE] Toggle to the cell phone and put my cell phone and then hit send message it doesn't give me a it just goes away so looks like no more forms.
[CUSTOMER][NEUTRAL] Needs my proper email otherwise or find out what my password is and I'll try.
[AGENT][NEUTRAL] OK, um, let me see, let me talk to my, um, the agency and and licensing department and see if they can help figure this out. Let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] Yeah, I'll uh
[CUSTOMER][NEUTRAL] Hold on, I'll send you a.
[CUSTOMER][NEUTRAL] I'll send you the screen that I'm looking at.
[AGENT][POSITIVE] OK perfect that would be great.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have any idea of no more forms?
[AGENT][NEUTRAL] So this is one of the first financial people and I guess they sent out a giant email.
[AGENT][POSITIVE] Yes, she sent it out to the whole entire company.
[AGENT][NEGATIVE] That needs to fill it out and I guess the code is not working for people.
[AGENT][NEUTRAL] And so he
[AGENT][NEUTRAL] He is already in the system.
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] It's kind of hot.
[AGENT][NEUTRAL] You look real close so he's not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes, so he said you're gonna have a bunch of issues with it, but he said it won't let them enter in his email.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yeah yeah that's another call we'll be having today now.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Also
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], why can't [PII] just talk to him?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] But also like I've found that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK perfect so um I am going to just take down your social security number or your last four digits, whatever you're comfortable with your birthday, your email and phone number that you want it to be set up as, and I can call no more forms and we can have that reset for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you ready?
[AGENT][NEUTRAL] OK, yes, sir.
[CUSTOMER][NEUTRAL] Um, that's you want my full name, OK, so [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tell me what else you're ready. Tell me what else you need.
[AGENT][NEUTRAL] Um, your birthday?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And um your phone number and email.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and then is your email still the dusty um OK perfect.
[CUSTOMER][NEUTRAL] [PII] mhm yeah and you may while you got him on the phone tell him.
[CUSTOMER][NEUTRAL] If they've got, you know.
[CUSTOMER][NEUTRAL] Whoever like me under that same thing if their emails are kinda you know.
[CUSTOMER][POSITIVE] If it's there's a commonality on the source of the problem for everybody and that might save everybody some time.
[AGENT][POSITIVE] Yeah OK perfect I appreciate that well I will um give them a phone call and I'll send you an email whenever it's set up and um just let me know if it works, yeah, and let me know if you still have any issues with it, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And then I'll go back through it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] And I'm