AccountId: 011433970860
ContactId: c97b5f29-24e0-4966-a217-10a1c52ebe85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1795640 ms
Total Talk Time (AGENT): 561995 ms
Total Talk Time (CUSTOMER): 673439 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c97b5f29-24e0-4966-a217-10a1c52ebe85_20250605T15:35_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi good morning um I see you guys changed your website so when I log in I'm redirected.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But um it doesn't recognize my password so I said forgot password it sent me a a code to reset it said I successfully reset it.
[CUSTOMER][NEGATIVE] But then when I try to log in it says I don't exist and I I I managed the benefits at my company I had somebody else try the same thing and they got the same error so how how can you get us set up so we can access.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let's see what we can do. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, um [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, policy is 02572507.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And may I have, uh, for security, the date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What else did you need? Email [PII]. What else?
[AGENT][NEUTRAL] The mailing address.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, um, the mailing address, can you hear me? OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. So uh have you registered again, like, have you created the account again because um Monday everything changed and all the accounts needed to be recreated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, yes, so I got no notice to do that, obviously, um, so no, I haven't done anything.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] You want so everybody's gonna have to create a new account is what you're saying?
[AGENT][POSITIVE] Mm. Correct, yes. Yes.
[CUSTOMER][NEUTRAL] OK, so bear with me let me go. I see where it says create a new account so let me just do that real quick, hold on.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Sure, yes, go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What's my member ID? Is it my social security number?
[AGENT][NEUTRAL] It is, yeah, it is your social security. mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I go to sign up and it says error no user found.
[AGENT][NEUTRAL] Sign up. um, OK. Let's go back to the beginning. OK, so you see the welcome to the online service center, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, create your OSC account.
[CUSTOMER][NEUTRAL] That's what I did and I selected insured.
[AGENT][NEUTRAL] OK, your
[AGENT][NEUTRAL] Insured, OK. And then you go next and you're gonna put your last name, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That put, yeah.
[AGENT][NEUTRAL] Mhm, the social, the zip code.
[CUSTOMER][NEUTRAL] My social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean, I filled it all out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I put I filled out every field and I hit next and I say no it says no user was found.
[AGENT][NEUTRAL] And let me try it on my end, one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the last name.
[CUSTOMER][NEUTRAL] I mean, are you sure it's
[AGENT][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEUTRAL] You're sure it's Social Security and not member ID?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, Social Security.
[CUSTOMER][NEUTRAL] Maybe it's dashes. Let me try it with dashes.
[CUSTOMER][NEGATIVE] Yeah, no, it doesn't work either.
[AGENT][NEUTRAL] Mm. Yeah, the dash is just um bear with me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], do you mind trying if you can do it? Well, it's not, you're busy, you gotta leave, it's all right.
[CUSTOMER][NEGATIVE] Because it's not she said you gotta create a new account but it like it doesn't even recognize me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Just create your create your own.
[CUSTOMER][NEGATIVE] Yes, so that's what I'm doing, but it doesn't find me.
[CUSTOMER][NEUTRAL] No, it it tells me I don't exist.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] So that's weird.
[CUSTOMER][NEUTRAL] I'm assuming you don't exist either.
[AGENT][NEUTRAL] OK, so it did let me, so let's go back, um, and I would just need to go.
[AGENT][NEUTRAL] Line by line, OK? So let's go back to create an account insured and next.
[AGENT][NEUTRAL] Um, the last name, I got [PII] Um you can try that all in caps letter.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you're saying I need to try it all in caps?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK. uh OK, um, can you verify that social for me just to make sure we have it correctly in the system?
[CUSTOMER][NEUTRAL] OK, and then what?
[CUSTOMER][NEUTRAL] Do I put dashes or no dashes?
[AGENT][NEUTRAL] No. No dashes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, so that's what we got.
[AGENT][NEUTRAL] OK, so the zip code you did verify that with me is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. The email address, let me go back to that one, make sure that we don't have anything misspelled.
[AGENT][NEUTRAL] Um, and that is your first name, [PII], and we have from [PII].
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that is correct. And then um for your date of birth, um let me go back. And that was uh [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All entered properly.
[AGENT][NEUTRAL] OK. After you put all that in, um, can you submit next now?
[CUSTOMER][NEGATIVE] It says error no user was found with the information that was entered. Please try again. If this error persists, please contact customer service.
[AGENT][NEUTRAL] Are you doing uh copy and paste in any place or anything like that? No. OK. Are you using Chrome? OK, are you using Chrome Safari or a phone or a computer?
[CUSTOMER][NEUTRAL] No, no. No, I just, I just typed in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm using Chrome.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is it a phone or a computer?
[CUSTOMER][NEUTRAL] Hey, [PII], did you try it just to do it?
[CUSTOMER][NEGATIVE] Yeah, I have somebody else on my team as well tried it and they get the same error message.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So I don't think it's me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you're using Chrome and you're at at a computer.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. I just need to get all that information so I can properly report this, OK? Um, let's see. And you said the er[PII], can you read out the error to me so I can write this down?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Yeah, I do, it says error.
[CUSTOMER][NEUTRAL] No user was found and the information I'm sorry, no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Please try again.
[CUSTOMER][NEGATIVE] And it says if the error persists please contact customer service.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do you see me in your system?
[AGENT][NEUTRAL] I do, and I tried it and it worked, so I'm not really sure why, uh, what's happening. But let me go ahead and I'll have to report this one, OK? So they can do a research for IT and see why it.
[CUSTOMER][NEUTRAL] What what browser are you using when you try that?
[AGENT][NEUTRAL] Chrome.
[CUSTOMER][NEGATIVE] Makes no sense.
[AGENT][POSITIVE] Mhm, yeah, I definitely.
[CUSTOMER][NEUTRAL] And you're saying it works for you.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] So when you hit next, what happens on your screen?
[AGENT][NEUTRAL] OK, let me, let me put all the information back in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because maybe you can just finish and then I can log in.
[AGENT][NEUTRAL] Um, you have to create a password and all that.
[CUSTOMER][NEUTRAL] Obviously it doesn't solve the problem the rest of our employees will have, you know.
[AGENT][NEUTRAL] Yeah, mhm. And then the password, uh you have to create that because we cannot create a password for you.
[AGENT][NEUTRAL] Let me see, bear with me.
[CUSTOMER][NEUTRAL] So that, yeah.
[CUSTOMER][NEGATIVE] It's so weird that I get this error and you don't and you're doing the same exact thing and you're.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So let me ask you a question. What's the URL of the website we're supposed to be logged in? I wanna make sure I'm on exactly the same place.
[AGENT][POSITIVE] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yeah. OK. Yeah. OK, let me, um, OK, so let's see. Let me finish putting all the information in.
[CUSTOMER][POSITIVE] It's exactly.
[CUSTOMER][NEGATIVE] Makes no sense.
[CUSTOMER][NEUTRAL] I'm gonna just let me try to do this in edge. Let me just see if that makes a difference.
[AGENT][NEGATIVE] Oh, it it's probably not gonna work.
[AGENT][NEUTRAL] It's usually Safari or Chrome.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm. That's why when it and whenever it's like a tablet, we, we, you know, it's best to do a computer or sometimes phone, the phone is, is good, but it's not as good as the computer. So let's see, 0310 196.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you getting a lot of people calling with this error or no?
[AGENT][POSITIVE] No, not for individuals for individuals it's usually really fast and it just goes through just fine. Um, no, uh, we had a lot of calls like, um, like providers and stuff like that but not the individual policies. So yeah, this, this is basically my first and of individual.
[AGENT][NEUTRAL] OK, so when I put all the information in it says complete your account set up. So I put continue and then it asked me to put the email again. It asked me to get a verification code and create the password.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But can you just put a generic password? I can always change it. Can we just, I'm just curious if it even goes through. Can we, can we do that?
[AGENT][NEUTRAL] Mm, let me check just to make sure I can do that. Let me just ask my supervisor just to make sure I don't want to do something that I should not, um, and because it is gonna send you a verification code and I'm gonna need that verification code from your email. OK?
[CUSTOMER][NEUTRAL] No, I understand. I mean, I'll get it on, I should get it on my phone.
[AGENT][NEUTRAL] Yeah, yeah, that's correct. OK, so let, let me have just a minute. Let me go ahead and consult this and check and see if there's something I can do, OK? One moment.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so she told me that the only thing I can do is report the error.
[CUSTOMER][NEGATIVE] Alright, I'm also unable to sign up as the employer group account, so that doesn't work either because we also, you know, log in, pay the bill, review, you know, do all that kind of stuff we're also do not have access to do that either.
[AGENT][NEUTRAL] OK, I have another question that she asked me while, while I was uh talking to her. Do you have like a protection firewall or something like that on the computer, on the work computer you were using work computer, correct?
[CUSTOMER][NEUTRAL] Yeah, but I also tried it on my home computer, so I've, I've been trying this for like a few days thinking you guys obviously you implemented a new website and you haven't worked out all the issues yet. So I tried it at home on my own, I've tried it at work, nothing.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So you try to create the account on all those or you try to go in?
[CUSTOMER][NEUTRAL] Well, um, I haven't tried to create the account on my home computer. I guess I could try to do that when I get home, um, but I do want you to escalate this as an issue because obviously other people are trying to create their stuff too and they can't, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm, OK. Yeah, I'm gonna go ahead and report yours, um, and maybe they will look at into all the group. Um, let me go ahead and go to the group and see how the group looks like because the group is a little bit different than the personal and usually, um, we, yeah, we have not been uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Yeah, and the thing with the group, first of all, the system I have to say is not good because it requires me to fill in all this stuff in city depending on how it's abbreviated could be done very differently. So like can you tell me what's uh how are what's the city listed on like give, give me the information so I can make sure I'm entering all the fields exactly how it is.
[AGENT][NEUTRAL] Mm, bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], uh, let me have the name of the group and the mailing address for the group.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let's see the phone number.
[CUSTOMER][NEUTRAL] I have no clue because we don't really have phones.
[AGENT][NEUTRAL] OK, the email address we have under the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let's, let's go ahead and try the group for a minute, OK? So let's go to the same, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm doing sign up under the group.
[AGENT][NEUTRAL] Can create mhm.
[CUSTOMER][NEUTRAL] Group number 26769.
[AGENT][NEUTRAL] And when you get to the phone, just let me know so I can give you this one, OK?
[CUSTOMER][NEUTRAL] Yeah, hold on a second.
[CUSTOMER][NEUTRAL] OK, phone number. What do you have?
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][NEUTRAL] OK, so that's my cell number. OK, good. And then under city, what do you have and how is it spelled?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then email you have [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Give me a second. I'm just gonna take a picture of this because I also try this when I get home. Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Just in case it doesn't work here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there. All right, so now I'm gonna hit next.
[CUSTOMER][NEGATIVE] Same error
[AGENT][NEUTRAL] Mm, OK, so it may be a firewall. I'm thinking it's probably a firewall because yeah, it's if it's doing that on both of them, mhm.
[CUSTOMER][NEUTRAL] Isn't that
[CUSTOMER][NEGATIVE] Oh, but, but that doesn't make sense cause firewalls prevent stuff from coming in, not going out.
[AGENT][NEUTRAL] It, it will uh prevent you from going to a website that they think that it's not a correct website um or trying to create something. It's basically a security, um.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, but you know what, the error I'm getting sounds like it. Let me, let me do me a, give me one second. Let me see if our IT person is here.
[AGENT][NEUTRAL] Yeah sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm still gonna go ahead and report it and I just wanna like make sure we go through all the.
[AGENT][NEUTRAL] The steps
[CUSTOMER][NEUTRAL] Alright, I'm gonna have my my IT guys coming in here. Can you just bear with me a second and let's see.
[AGENT][NEUTRAL] Sure, yes. Yes, go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] there
[CUSTOMER][NEUTRAL] One way or another. So let me update you. APL, you're under insurance. They changed the whole website. You get redirected. We're, we're asked to now create a new account. OK.
[CUSTOMER][NEUTRAL] I'm going through the process, but it says it doesn't find me, but the lady, I'm on the phone with their help desk and she did it on her end and it goes through, so she's thinking maybe it's a firewall thing. So, for example, I filled this out and when I hit next, I get this error.
[CUSTOMER][NEUTRAL] Now this is she thinks because this is me trying to access maybe uh something that you say you're not allowed to go to.
[CUSTOMER][NEUTRAL] But it seems weird because it's I'm getting a I'm not getting that kind of error like normally if I go to click on a link it says I get like the block notice but if do you have a way of troubleshooting this to see? I can uh if you send me this link here.
[CUSTOMER][NEUTRAL] I can double check with the, you know, I have to kind of put a ticket in with those guys and say hey are we blocking this in any way um yeah that's really all I need. I just want that yeah it's just that's the only that's what I would need is just that uh. And, and, and you can't just ask them you gotta actually go through a ticket. Yeah, yeah, because they're all they're they're.
[CUSTOMER][NEUTRAL] No, they're not here they're not internal. They're, they're our partners, so they handle our fire oh the they is not our employee. It's somebody else they handle all the firewall stuff for us. OK, so I put it. OK, I'll, I'll ask them and see, hey, are we, I don't, I don't think so either because I don't, yeah, see, normally if we try to access something that we're prohibited from, I get an alert that it was blocked for a firewall reason.
[CUSTOMER][NEUTRAL] So I don't think it's that, so I still need, are you still there?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Yeah, I I still I'm gonna need you to do like on your end because I our IT guy is thinking that this doesn't sound like that's the case. Yeah because we when we block it we would we would put in there to say hey it's been blocked by.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah blah blah blah if you go to advertise you get that so then you know it's for us, but I, I, I don't see how that we would block that. Yeah, I mean he's gonna double check if it's being blocked, but doubting it that it's blocked, but so I need you to do your the rest of your troubleshooting on your end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and I'm reporting it right now. I'm reporting both your personal and the group, OK? Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if we try to get.
[CUSTOMER][NEUTRAL] I'm gonna when I go home on my own home computer I'm gonna try, but I have tried it before. I've been trying this for 3 days thinking because they implement a new system they haven't worked out the kinks.
[CUSTOMER][NEUTRAL] So I figured let me call and go through the painful process of trying to shoot it, but at the moment didn't work either. Yeah, so I was trying to think if we could jump on the on the on the guest Wi Fi, but I think that's still within our network, so we would still, we still do it. So yeah, I mean especially if you did it from home and it didn't work. Yeah, do you have a phone app that maybe I could try it on a phone app?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, no, we don't have a phone app. Mm mm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] No, you can go to the website on your phone, but we don't have an app. Um.
[CUSTOMER][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] Yeah, no, I hear you.
[AGENT][NEUTRAL] Uh, OK. I have a question. Do you want us, if we need to get in contact with you? OK.
[CUSTOMER][NEUTRAL] One other thing you could do. Ha hang on one quick second.
[CUSTOMER][NEUTRAL] And no 11 thing you could do is you could disable the Wi Fi on your phone or just do it from your phone, now you're using AT&T or I'll go, I'll go for a walk around the block and go far enough away. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I'm sorry, I'm back with you.
[AGENT][NEUTRAL] It's OK. OK, if we need to get in contact with you, what's the best method you want us to get in contact with you? Is it the phone number you provided to me or is it in the email?
[CUSTOMER][NEUTRAL] No, the, the either one, the phone number is fine though you can do that.
[AGENT][NEUTRAL] OK, OK, um, let me go ahead. I'm gonna, OK, it's asking me also for an email, so do you want me to use your personal or your work email?
[CUSTOMER][NEUTRAL] Yeah, the personal, [PII].
[AGENT][NEUTRAL] OK, let me go back to that one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and OK.
[AGENT][NEUTRAL] And I went ahead and explained to them everything we did. You tried it um on your computer. I, I explained the computer, um, the Chrome, um, the message, the error message and both of them, um, let's see.
[CUSTOMER][NEUTRAL] have here.
[AGENT][POSITIVE] Just wanna make sure I get everything in so you know, we have done everything.
[CUSTOMER][POSITIVE] So have fun. Um, I'm just gonna go to lunch and I pick her up from the airport and then I'll come home. So if like you need me for anything, it's not like I enjoy your mom.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK dokey. OK, so.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And I put water.
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] OK, so I went ahead and send the report in. Um, I did put all the information. I did put everything we did in our end so they know we tried everything and so they can go ahead and troubleshoot, OK? And I, I do apologize for the inconvenience. I, I know it's taking a long time to get it fixed.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, when do you think I'll hear back from someone?
[AGENT][NEUTRAL] Uh, right now, I, I don't have a specific time. Um, we have a list, um, again, mostly as providers, but, um, you are on the list as an individual. Um, so I'm not sure if they're gonna just go ahead and go up to you or they're gonna go and do the line, you know, go through the line and see which one needs to be fixed next. Um, but the only thing I can tell you is maybe today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Let me know. I will be I'm sorry I'm OK, alright, thank you very much.
[AGENT][NEUTRAL] Um, or maybe tomorrow.
[AGENT][POSITIVE] And you're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Goodbye.
[AGENT][POSITIVE] You're welcome. Have a good day.