AccountId: 011433970860
ContactId: c80f6fb3-ccd5-442a-b25f-aa396920859d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1803540 ms
Total Talk Time (AGENT): 828010 ms
Total Talk Time (CUSTOMER): 319279 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c80f6fb3-ccd5-442a-b25f-aa396920859d_20250617T13:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hi [PII], um, I'm trying to log into my online account. It's telling me I don't exist.
[AGENT][NEUTRAL] OK, are you, so you're trying to log into the online service center but you're having difficulty it's giving you an error?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that. Is this your personal account that you're logged trying to log in for?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes ma'am, I can help you and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, one moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I'm sorry, let me grab that for you.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, what would, what is that, the group number or?
[AGENT][NEUTRAL] No, ma'am, there should be another number on the front of your on your ID card.
[AGENT][NEUTRAL] Depends on the type of policy you have, [PII], that it may have an in-hospital benefit or outpatient certificate.
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][POSITIVE] Yes, I have in-hospital benefit and outpatient benefit.
[AGENT][NEUTRAL] OK, so if you just for your knowledge, if you'll notice on both of those numbers.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] The very 1st, 1st part of each is the same prior to the ML.
[AGENT][NEUTRAL] So that part of that number that's identical is actually your policy number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, then it's 019.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] 88
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] 406. Thank you.
[AGENT][NEUTRAL] OK. Oh, you're welcome. So thank you for the uh information. Give me just a moment to get everything pulled up for you. Once I do, [PII], I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is different than the one that you gave me. What is another phone number we could have?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, is that still the best number and the only number we should have on file for you?
[CUSTOMER][NEUTRAL] Yes, ma'am, that's my cell phone number. It's just that I'm at work right now.
[AGENT][NEUTRAL] OK, sure, alright, and the last thing [PII] is gonna be your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So [PII], there was an update made to the portal, um.
[AGENT][NEUTRAL] Over the last 2 weeks. So you will have to create a new profile in.
[AGENT][NEUTRAL] In the online service center now I will be happy to email you the user guide. I'll send you two user guides. One is about setting up your profile, the other one is, you know, tips on how to use it if you would like for me to do that, but that's why you're not able to sign in with that.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] With your old information, OK, so.
[CUSTOMER][POSITIVE] Thank you and even when I tried to create a new profile it told me um.
[CUSTOMER][NEUTRAL] I don't remember what it said. Let me see what it said. Oh, no user was found.
[AGENT][NEUTRAL] OK, well, if you, are you where you can try and
[AGENT][NEUTRAL] OK. Can you try and set it up while you and I are on the phone together?
[CUSTOMER][NEUTRAL] Yes ma'am. Yes ma'am. I, I, it's asking me, yeah, would you go ahead.
[AGENT][NEUTRAL] OK, great. And that was, and I'll.
[AGENT][NEUTRAL] Now I was gonna say, even though you're gonna try and set this up while you and I are on the phone, I'll still um send you those user guides. So first off, let me um alright one second me pull one more thing up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so when you're on that very first screen you're gonna click on create your OSC account.
[CUSTOMER][NEUTRAL] Yes ma'am, and give me 1 2nd.
[AGENT][NEUTRAL] And you will select, yeah. Uh-huh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, it's not letting me get and it says my connection is not private.
[AGENT][NEUTRAL] Uh, and that may have something, I don't know, maybe you did say you were at work?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, ma'am, but I was just in it right now and it just wasn't giving up.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, OK, let's see here.
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me try it through here 11 moment I'm sorry.
[AGENT][NEUTRAL] Yeah, no, you're fine and I in.
[CUSTOMER][NEUTRAL] It was working the whole time until I get you on the phone.
[AGENT][NEUTRAL] Well, isn't that kind of how it always goes? You know, if you have a problem with your car and you take it to the dealership and they tell you they can't hear that same noise, I mean, that's just
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's just life, um.
[CUSTOMER][NEUTRAL] Your car starts behaving. OK, I'm in.
[AGENT][NEUTRAL] OK, so, uh-huh, and then on the next screen, you're gonna select insured.
[CUSTOMER][NEUTRAL] Create account.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, click next. Now, on this screen, [PII]st, just fill in the 3 boxes that have the asterisks. So that's gonna be your last name, your email that we verified, and your date of birth.
[CUSTOMER][NEUTRAL] And that, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no user was found with the information that was entered.
[AGENT][NEUTRAL] Let me see what I get. [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] For your last name? All right. Give me one second to get back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm just gonna try it to just see. So it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Date of birth is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEGATIVE] OK, now I'm not getting that error. It's taking me to the next screen telling me to complete your sign up. Which browser are you using, [PII]?
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Uh, right now I am in whatever this one's called sorry, let me see, it's a blue, I think it's Microsoft Edge, maybe, yeah, Microsoft Edge.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, that may be it. It prefers Chrome. I mean, it just has to work with Edge. Can, is there a way that you can Chrome?
[CUSTOMER][NEUTRAL] My chromosome, let me try again because that was the one telling me that the certificate blahdy blah blah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's letting me do it on Chrome, let me see.
[AGENT][NEUTRAL] OK. And the next thing I was gonna get you to do is just to clear your cache and your browser history.
[AGENT][NEUTRAL] But if it'll
[CUSTOMER][NEGATIVE] It even in Chrome it's giving me the same message.
[AGENT][NEUTRAL] Uh, it's not, it may, I don't know if that has something to do. Can you clear your browser history? Cause I'm not getting that. I don't know.
[CUSTOMER][NEUTRAL] Yes, let
[AGENT][NEUTRAL] And I don't know if that has anything to do with your work system.
[AGENT][NEUTRAL] But it's letting me put in your last name.
[CUSTOMER][NEUTRAL] OK, I just cleared it.
[AGENT][NEUTRAL] Email, date of birth and click next and it says complete your setup.
[CUSTOMER][NEUTRAL] And I, I
[CUSTOMER][NEGATIVE] Yeah, I cleared it and it's giving me the same error.
[AGENT][NEUTRAL] OK, so let's get back to that very first screen again.
[CUSTOMER][NEUTRAL] They create your account.
[AGENT][NEUTRAL] Uh-huh, create your OSC account.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And insured.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah and that.
[AGENT][NEUTRAL] Enter your info there. Mhm.
[CUSTOMER][NEUTRAL] And hit next
[CUSTOMER][NEUTRAL] Same era.
[AGENT][NEUTRAL] OK. It has to do, there has to be something with
[AGENT][NEUTRAL] The system that you're using and you're on a computer, not a mobile device.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm on a desktop.
[AGENT][POSITIVE] Yeah, because it's allowing me to set it up.
[CUSTOMER][NEUTRAL] Let me try doing it on my phone for whatever reason let's see if it makes a difference.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see your account.
[AGENT][NEUTRAL] Yeah, once I enter your uh enter those 3.
[AGENT][NEUTRAL] Fields that have the asterisks and click next it tells me complete your set up account and continue, but I'm not gonna go further than that because.
[AGENT][NEUTRAL] That is gonna wanna send you a text and, you know, cause it's gonna have like a two-factor authentication almost, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] With the new system.
[CUSTOMER][NEUTRAL] Yes, OK, it's letting me do it on my phone.
[AGENT][NEUTRAL] OK. So that is, that, yes, that has something to do maybe with the
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You know how your IT department has.
[AGENT][NEUTRAL] Security or firewalls set up. Mhm.
[CUSTOMER][NEUTRAL] Set up
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm waiting for the verification.
[AGENT][NEUTRAL] Yeah, sure, and while you're doing that since it's letting you go a little farther now I'm gonna go ahead and send you this email that's got the two user guides.
[AGENT][NEUTRAL] One's gonna be for creating it, even though you're already doing that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the other one is going to be.
[AGENT][NEUTRAL] You know, just on how to use it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, absolutely. You're very welcome.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I have created my account now let's see if I can log in.
[AGENT][NEUTRAL] Uh, OK. And when you, when it tells you to go to the login screen, um, I believe it's going to send you another security code.
[CUSTOMER][NEUTRAL] Yes, and verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Uh, we are experiencing an issue retrieving your data. Please try again later or contact customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] OK, so you received your verification code. Is that right?
[AGENT][NEUTRAL] In your email, the first one. OK, and then you put that in that box.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, when you received it.
[AGENT][NEUTRAL] Is that correct? Where it says check your email for verification, OK. And then you entered the code and clicked verify code, or did you try to do a new password also?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, no, I did the verify code.
[AGENT][NEUTRAL] Just, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And when you click verify code.
[AGENT][NEGATIVE] That's where you got your error.
[CUSTOMER][NEUTRAL] No, when I, I continued, it took me to my dashboard.
[AGENT][NEUTRAL] OK, so have you created, well, now when you clicked your verify code, then you should have received a prompt.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Create your new password.
[CUSTOMER][NEUTRAL] I did, I did.
[AGENT][NEUTRAL] OK, so you did create your password and then like your name and surname or whatever on that screen, is that right? And you click continue.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. And when you click continue there.
[AGENT][NEUTRAL] Did you see
[CUSTOMER][NEUTRAL] That's when it said we're experiencing issues.
[AGENT][NEUTRAL] OK, so it did not give you the option for clicking to.
[AGENT][NEUTRAL] Terms and conditions?
[AGENT][NEUTRAL] Or like terms of use.
[CUSTOMER][POSITIVE] No, yes, it did, and I accepted.
[AGENT][NEUTRAL] OK, you did on both of those and you click continue.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then that is when you got your message. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. And so what does the code, what does that say?
[AGENT][NEUTRAL] What was your message?
[CUSTOMER][NEUTRAL] Well, it went away now um and now I have a blank. OK, it says we are experiencing an issue retrieving your data please try again later or contact customer service.
[CUSTOMER][NEUTRAL] Yeah yes.
[CUSTOMER][NEUTRAL] I think I remember.
[AGENT][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] That's the only one.
[AGENT][NEUTRAL] OK, so we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] It says, uh, I'm trying to take it all down so I can look into this for you.
[CUSTOMER][NEUTRAL] Uh, no, yes, ma'am.
[AGENT][NEUTRAL] OK, so we're experiencing an issue retrieving your data and then what was the rest of it?
[CUSTOMER][NEUTRAL] Please try again later or contact customer service at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number option 4.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, give me one second. I'm gonna ask if anyone else is, um, on my team has received. With the new OSC, obviously, there's been, you know, a few bumps in the road like within anything that we're trying to work through. So just, um, and I've been out of the office for a few days. So give me just a second to see if there's been any, anything that I'm not aware of.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] If, if you can, if that's OK. All right, just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you for your patience while I'm checking on this for you. Just I said, I've been out of the office for a few days and I don't know, you know, if this is something you're the first person that has gotten that I've spoken to that has gotten.
[AGENT][NEUTRAL] To all the way through to creating your password.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm still getting an error.
[AGENT][POSITIVE] And I've been able to agree to the terms.
[AGENT][NEUTRAL] And when, so you did agree, I just wanna make sure that I got everything right. You did agree to the both terms, click both of those boxes, and when you hit continue, that's when you got that message about we're experiencing an issue retrieving your data?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it says dashboard it says I'm on my dashboard, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it, OK. So it didn't say to go, go to your, you did not get a message saying go to your dashboard. Is that correct?
[CUSTOMER][NEUTRAL] No, it took me directly to my dashboard and gave me that message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] But you didn't have to click.
[CUSTOMER][NEUTRAL] Like the top of the page says dashboard and then no I didn't have to click on anything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I thought that I was under the understanding that.
[AGENT][NEUTRAL] Once you agreed and you click continue.
[AGENT][NEUTRAL] That and you would click, well, that you would have to click go to but dashboard to continue to log in.
[CUSTOMER][NEGATIVE] It would take you to the home page, but it didn't.
[CUSTOMER][NEUTRAL] No, ma'am, it took me straight to dashboard and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Maybe it's just me.
[AGENT][NEUTRAL] Oh, I don't know. No, don't say that because there's.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, you know, like I said, this, there may be something, they may be working on it this morning. I'm not sure. The, um,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Because you were able to get all the way through.
[AGENT][NEUTRAL] So after, so, OK, so it only prompted you one time for a security code to be emailed to you, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, I'm still waiting.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you trying it again?
[CUSTOMER][NEUTRAL] No, no, I haven't tried.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] OK, OK, I'm I'm so sorry and it may be that we have to give you a call back.
[CUSTOMER][NEUTRAL] No, it's OK, that's fine.
[AGENT][NEUTRAL] You know, I don't wanna hold you. Oh, OK, you have enough time? OK. Yes, I'm just um.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, well, [PII], why don't you just, let's, let's try it again.
[CUSTOMER][NEUTRAL] Yes ma'am, to create an account or to log in?
[AGENT][NEUTRAL] Because I, I don't.
[AGENT][NEUTRAL] Well, you said that it allowed you, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Getting the verification code to log back in.
[AGENT][NEUTRAL] Let's see. We're just gonna try it again and again, this may be because the mobile functionality, even though you've gotten a lot farther, that may be an issue. Do you have a personal computer at home that you could try it from?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] If you, OK, if you're still getting that message when you
[CUSTOMER][NEUTRAL] I did it took me straight to the when I hit log in when I did put the verification code in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it logged me in. It took me straight to the dashboard with that same message.
[AGENT][NEUTRAL] OK, it shouldn't be taking.
[CUSTOMER][NEUTRAL] It could be maybe it's my browser.
[AGENT][NEUTRAL] Yeah, it could. What are you using on your phone? It could be that because you should, you should be getting a verification code through your email and copying and pasting over in just one box this is verify code and then click verify code.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Once your email has been verified.
[AGENT][NEUTRAL] Then it should ask you to create a password.
[AGENT][NEUTRAL] And that's where you would enter your name and click continue.
[CUSTOMER][NEUTRAL] Yes, ma'am. I did that.
[AGENT][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] Once you click continue, that's when it should give you your terms of use and policy, privacy policy.
[AGENT][NEUTRAL] To check mark those two boxes or select them whatever and click continue.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] And then once you click continue, no.
[CUSTOMER][NEGATIVE] Yeah, no
[CUSTOMER][NEUTRAL] It takes me straight to the dashboard.
[CUSTOMER][NEUTRAL] I'm gonna try from home and if I can't get in I'll I'll call you guys back.
[AGENT][NEUTRAL] Yeah, but please do that. I'm so sorry that you're having difficulty. I do think that the work, the work issue, the work computer is probably something to do with your company's, you know, how they have everything set up. Then, you know, your phone, it is my understanding you should be able to now you are you using Google, which, what were you trying to use on your phone?
[CUSTOMER][POSITIVE] No, no, it's OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, both. I used, oh, on my phone, Chrome.
[AGENT][NEUTRAL] Yes, Chrome on your phone. OK, so yes ma'am, please try it from home and if you're still getting that, like I said I sent you those two user guides.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] To kind of look, and that's kind of how it's supposed to.
[AGENT][NEUTRAL] Once you click, yes, once you click the terms part and click continue according to the information I have.
[AGENT][NEUTRAL] It's now your OSC is created, go to the dashboard to continue to log in.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] But you're not even getting that message asking you to go to the dashboard, right?
[CUSTOMER][NEUTRAL] No ma'am, it takes me straight to the dashboard.
[AGENT][NEUTRAL] OK. So yes, ma'am. If you'll try to do that from home, again, I'm sorry about this, but um if you're still having problems, then yes, ma'am, call us back so that we can put this into our IT department. Just make sure at home to clear your cache, on your browser history. Chrome is the preferred and um
[CUSTOMER][POSITIVE] No, no, no, it's OK, thank you.
[AGENT][NEUTRAL] And just kind of go along with those user guides that I sent you.
[AGENT][NEUTRAL] And see if you have any success there.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Well, absolutely. You're very welcome, Nancy. I'm sorry I couldn't help you more. Is there anything else that I could try and help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling. I hope you have a great day too. And thank you again for calling APL.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye bye.