AccountId: 011433970860
ContactId: e2aa8812-a051-4104-98f4-b6d054b33db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1729569 ms
Total Talk Time (AGENT): 233965 ms
Total Talk Time (CUSTOMER): 271106 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e2aa8812-a051-4104-98f4-b6d054b33db9_20250617T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yes, um, this is, um, [PII], um.
[CUSTOMER][NEGATIVE] My password and user ID is, is not working.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I need help getting back in.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the first is going to be, uh, we got a new platform provider about 2, almost 3 weeks ago. So, um, are you at [PII] right now?
[CUSTOMER][NEUTRAL] It's on what?
[AGENT][NEUTRAL] Are you at the website right now?
[CUSTOMER][POSITIVE] Well, I'm finna get into it right now.
[AGENT][NEUTRAL] So what you're gonna want to do instead of log in go to create OSC account.
[CUSTOMER][NEUTRAL] Wait a minute, uh, let me write that down. Say it again.
[AGENT][NEUTRAL] And you'll need
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you will need to create a new account, you'll need to create a new account.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, everything will transfer over from your old account, but you will go to create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll click on insured.
[CUSTOMER][NEGATIVE] Yeah, um, I think we did that yesterday. Somebody was helping me yesterday, but it, it didn't work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] And let me get
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] It's 02243460.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And can I get your date of birth, please?
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Let me see what's going on here.
[AGENT][NEUTRAL] OK, give me one moment. Let's see what's going on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment while I look into it, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and are you at the log in right now?
[CUSTOMER][NEUTRAL] Um, yes, I am.
[AGENT][NEUTRAL] Were you able to do a forget password?
[CUSTOMER][NEUTRAL] Yes, I did all that. Um, my password thing, they working, but, but it's um what it's saying is that
[CUSTOMER][NEUTRAL] Uh, we, uh, we are experien, um, an issue retrieving your data.
[CUSTOMER][NEUTRAL] Try again later. That keeps popping up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so what browser are you using? Do you know if it's Edge or Chrome? What does the little app icon look like? Is it green or is it multicolored?
[CUSTOMER][NEUTRAL] Um, it's, it's Microsoft Edge, I think.
[AGENT][NEUTRAL] OK, um, go up all the way to the top right hand, uh, of your browser.
[AGENT][NEUTRAL] And you should see 3 dots.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That says settings.
[CUSTOMER][NEUTRAL] Yeah, I said, I said.
[AGENT][NEUTRAL] Click it and go all the way down to delete browsing data.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, delete, let me see.
[CUSTOMER][NEUTRAL] So click on delete.
[AGENT][NEUTRAL] Yes, delete browsing data and let's clear out some things in your internet and see if it works again.
[CUSTOMER][NEUTRAL] OK. I, um.
[CUSTOMER][NEUTRAL] So, OK, it says clear now, so you want me to clear it?
[AGENT][NEUTRAL] Yes, clear now and then let's try the forgot password again or try logging in again.
[CUSTOMER][NEUTRAL] OK, I did that.
[CUSTOMER][NEUTRAL] OK, what it's saying now is, uh, the privacy search and service clear about data.
[CUSTOMER][NEUTRAL] And choose what to clear.
[AGENT][NEUTRAL] Oh, you wanna clear everything.
[CUSTOMER][NEUTRAL] OK, well, we did that. Now he's saying, uh.
[CUSTOMER][NEGATIVE] Delete there and then got um viral history, download history.
[CUSTOMER][NEUTRAL] Cooking of the soup dealer.
[CUSTOMER][NEUTRAL] So clear all that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And now try logging in again after it's cleared.
[CUSTOMER][NEUTRAL] But that's still up here though.
[AGENT][NEUTRAL] It's still, it's still cleaning?
[CUSTOMER][NEUTRAL] The uh privacy.
[CUSTOMER][NEUTRAL] Um, it's saying, uh, privacy search and service.
[CUSTOMER][NEUTRAL] Oh, that's stood up here.
[CUSTOMER][NEUTRAL] After I clear everything.
[AGENT][NEUTRAL] OK, go back to [PII].
[CUSTOMER][NEUTRAL] OK, what do you want me to do?
[AGENT][NEUTRAL] Alright, go back to [PII].
[AGENT][NEUTRAL] And click log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try it again.
[CUSTOMER][NEUTRAL] OK, well I'm right now it said um [PII].
[CUSTOMER][NEUTRAL] Welcome to the uh to the online service center and log in.
[AGENT][NEUTRAL] Yes, try, uh, click on log in.
[AGENT][NEUTRAL] And click your email that we have and let's try to log in after we've cleared everything out.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Well, my password and my um user I um I had saved it, so that keeps popping up.
[AGENT][NEUTRAL] Oh, so you forgot your password?
[CUSTOMER][NEUTRAL] So when we click on forget my password?
[AGENT][NEUTRAL] Yes, go click on forgot password and see if it will let you uh sign on to it with a new password.
[CUSTOMER][NEUTRAL] OK, I put in my, um, OK, I'm gonna put in my email. You asking for my email.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, it's the [PII].
[AGENT][NEUTRAL] [PII] is the one that you have on file with us.
[CUSTOMER][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK, I click on that. Now you ask, it's gonna send me a code.
[CUSTOMER][NEUTRAL] A verification code.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You'll go back into your email and check for a verification code and you'll log it in.
[CUSTOMER][POSITIVE] OK. Now, I did that nice um.
[CUSTOMER][NEUTRAL] It said, well what's up here now. It said change your email address, or continue.
[AGENT][NEUTRAL] Uh, you want to click continue.
[CUSTOMER][NEUTRAL] Now I asked for my email address again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it'll ask you to verify your email each time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm gonna send me another code.
[CUSTOMER][NEUTRAL] OK, I'm gonna hit continue.
[AGENT][NEUTRAL] OK. Is it working?
[CUSTOMER][NEUTRAL] Now they said I could uh put in a new password.
[CUSTOMER][NEUTRAL] I said I'm putting in a new password.
[AGENT][NEUTRAL] Is it working?
[CUSTOMER][NEGATIVE] No, it had knocked me out and then send me back to my old thing.
[AGENT][NEUTRAL] So you weren't able to create a new password?
[CUSTOMER][NEUTRAL] My friend send me a code.
[CUSTOMER][NEUTRAL] Yeah, when I did, it kick kicked me out. So it, it's taken me all over the step again.
[AGENT][NEUTRAL] OK, and you're not you're not able to log in with the new password that you just created?
[CUSTOMER][NEGATIVE] No, it's knocked me out. So I'm gonna do it all over again. That's where it's taking me.
[AGENT][NEUTRAL] OK, um, don't, don't click on forgot password too many times, otherwise it'll send you a new link every time to create a password.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. So let's, let's, uh,
[AGENT][NEUTRAL] Let's try again and just use the link that you just got your most recent one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna put in my new password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try that and see if it works.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it letting you use your new password?
[CUSTOMER][NEUTRAL] OK, I'm, I'm almost done.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I mean they say my payroll don't match. Let me check and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when I did that, um the same thing pop up again. Um, we experience an issue with your data. Please try again later.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment. Let me put in a ticket for this as well. Um, it.
[AGENT][NEGATIVE] After clearing your history, your browser history, it should have worked.
[AGENT][NEUTRAL] So give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what did the error say?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] What, what was the error message that it said?
[CUSTOMER][NEUTRAL] It said we are we are experiencing um an issue retrieving your data. Please try again later. Uh contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if we need your assistance in troubleshooting, would you prefer a phone call or an email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Conor, I don't know what that is. So I guess email.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I just put a help ticket in to get someone to someone from IT to look into your account and see what's going on, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the meantime, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.
[AGENT][NEUTRAL] Bye.