AccountId: 011433970860
ContactId: ecc43465-ff42-4eeb-84bf-3cc87722bbd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1980310 ms
Total Talk Time (AGENT): 697009 ms
Total Talk Time (CUSTOMER): 743117 ms
Interruptions: 19
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ecc43465-ff42-4eeb-84bf-3cc87722bbd7_20250505T14:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? [PII], and my name is [PII]. I, um, I just figured out that I'm paying you guys the whole time, but I didn't know that I have you guys here on my, uh, work, um, insurance. And my number, do you need my name? What do, what do you need? I mean, I, I try, I'm trying to go in.
[CUSTOMER][NEUTRAL] And uh and get, get myself verified on your, you know, secure online service service center something that encourage you to register, OK, for registration, OK? So I have a lot of trouble and that thing does not let me through. Can you help me there? What do you need me to give you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so you're just trying to set up your profile in the online service center, is that correct?
[CUSTOMER][POSITIVE] Correct, correct. I mean, your, your.
[AGENT][POSITIVE] Yes, sir. I can help you with that.
[CUSTOMER][NEUTRAL] Yeah, for your first letter, I mean that I got here from the company said we want to encourage you to register in our secure online service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEGATIVE] That's all that I need to do, but it gives me mistakes.
[AGENT][NEUTRAL] OK, yes, sir. I can help you with that. And so you said that your first name, you're welcome is [PII] Is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][NEUTRAL] Uh-huh. And your last name, [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Callback numbers.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for you?
[CUSTOMER][NEUTRAL] So, uh, how do I know that from this? I have here my.
[AGENT][NEUTRAL] It's on your ID card. Yes, sir, it will be on your ID card. Do you, do you see where it says in hospital or outpatient maybe, certification number?
[AGENT][NEUTRAL] Something like that.
[CUSTOMER][NEUTRAL] I have in hospital. Look, look, look, this is what I have. I have one letter from you guys and that is the and I have your card Max raggy coverage individual group number, effective date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Plan
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Metlink select group met soup, and then in hospital benefits certification number and outpatient benefit certification.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You will give me either one of those numbers. That is correct, that you may give me either one of the in-hospital or the outpatient.
[CUSTOMER][NEUTRAL] That's all that I have. Oh.
[CUSTOMER][NEUTRAL] OK. Go in hospital, please. May I begin?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02572534.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up please.
[CUSTOMER][POSITIVE] Thank you very much for your patience with me. I'm getting, I am very old, so be safe, be patient.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Oh, you're not old at all.
[AGENT][NEUTRAL] OK, so first off, [PII], I'll need to verify several things with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Your home mailing address?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII], if it's there. Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Shoot, [PII], right? Or is it [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Got that. OK. I just moved. This is why I'm getting crazy here. Just um
[CUSTOMER][NEUTRAL] [PII] postcode.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yeah, that's go.
[AGENT][NEUTRAL] OK, and the phone number that we have on file for you is the same as the one that you gave me, so that is your best phone number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Phone number? Yes, yes. [PII]. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then your email address and this does appear to be your work email that is on file.
[CUSTOMER][NEUTRAL] Uh, can you change it to [PII]?
[AGENT][NEUTRAL] OK, first off, uh, [PII], before I can, OK, but first off, you have to verify your work email first before I can update it.
[CUSTOMER][NEUTRAL] So it's gonna go to my private.
[CUSTOMER][NEUTRAL] Oh, OK, OK, got it. It's, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what would you like that? Now, [PII], I'll be happy to update it for you, but I do want to let you know that there is a possibility that because of how we receive your group's enrollment information, if we receive a file that still has the Marlin Engineering on it as your email address, it is going to automatically change.
[AGENT][POSITIVE] That back OK, so I just wanna let you know that I'll be happy to change it to your personal so you can set up your profile.
[CUSTOMER][NEGATIVE] No, no, no, thanks.
[AGENT][NEUTRAL] Under your
[CUSTOMER][NEGATIVE] Please don't change it then if there's any complication. Don't, don't change anything. No, I get, I get yours too. I mean, uh, this on my work. I, I just don't like to.
[AGENT][NEUTRAL] Flavor. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][POSITIVE] Yeah, go ahead, go ahead. No problem.
[AGENT][NEUTRAL] Well, no, I was just gonna say I can change it, but I just didn't want you to call back at a later date and it has gone back to the Marlin Engineering and you think that I did not change it. So, um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, no, no, no, no. Don't, don't change anything. It's no problem, no problem. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So are you worried, OK, so are you where you're trying to set it up now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, please, please set it up now. Set it up.
[AGENT][NEUTRAL] OK, so you will select new user.
[CUSTOMER][NEUTRAL] New user?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Wait a second, I have to go back into
[CUSTOMER][NEUTRAL] Oh, it's gone. OK. So,
[AGENT][NEUTRAL] So you're just gonna go to the [PII].
[CUSTOMER][NEUTRAL] Yeah, wait a second, secure.
[CUSTOMER][NEUTRAL] It's just uh.
[CUSTOMER][NEUTRAL] 6 you what?
[CUSTOMER][NEUTRAL] Wait, but it should be there.
[AGENT][NEUTRAL] All you're gonna type in the browser line is secured.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]. That's all you need to type in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That from at lodging [PII].
[AGENT][NEUTRAL] OK. Do you see, OK, so you're gonna select new.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I see right now.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, click new user.
[CUSTOMER][NEUTRAL] Uh, I am right now in lock.
[CUSTOMER][NEUTRAL] Online service center. I see it expanding the benefit horizon welcome. OK, this is via user, OK.
[AGENT][NEUTRAL] Mhm. And then
[CUSTOMER][NEUTRAL] Username what for login?
[AGENT][NEUTRAL] No, sir, you're not gonna do that now. You're not gonna, because you don't, you've got to create it first. So you're gonna click on the tab where it says new user.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it on there.
[AGENT][NEUTRAL] And you're gonna select I'm an individual with an APL insurance policy, which should be the first one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. And then next.
[AGENT][NEUTRAL] Next,
[AGENT][NEUTRAL] Uh-huh, then you're gonna fill in that screen with the requested information and you will need to use your work email.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] There and the only thing we did not verify which I just forgot to do, what is your full social, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, my [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When I type it in, should I go with dash or no?
[AGENT][NEUTRAL] No, sir. You don't have to put the dashes. No, sir, just the numbers.
[CUSTOMER][NEUTRAL] The Social Security.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, not.
[CUSTOMER][NEUTRAL] [PII]. Got it. Oh, email address I gave the normal one in, I mean my private one.
[CUSTOMER][NEUTRAL] I should go with.
[CUSTOMER][NEUTRAL] Um, uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I need your address.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, wait a second. What was my
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII] um.
[CUSTOMER][NEUTRAL] S5.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] More than
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, I am uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Very old.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On an engineer M H I engineering go like uh.
[AGENT][NEUTRAL] You're not old at all.
[CUSTOMER][NEUTRAL] would be your grandpa. So, OK. Date of birth.
[AGENT][NEGATIVE] Oh, no, you couldn't.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, OK, I, I'm guessing I'm good and should I say next now?
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] The next.
[CUSTOMER][NEUTRAL] I think it's gonna uh uh Oops, that seems to be to be a problem. This is what I got before. No user was found with the information that was entered. Please try again or call you, OK?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK, so there must, you must, so your last name, OK, so we share your email is [PII].
[CUSTOMER][NEUTRAL] I'm calling you.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct, exactly what you said, [PII].
[AGENT][NEUTRAL] OK. And uh [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And, yeah.
[CUSTOMER][NEUTRAL] All right, zip code is [PII].
[AGENT][NEUTRAL] OK, so maybe.
[CUSTOMER][NEUTRAL] For that.
[AGENT][NEUTRAL] Yes. No, sir. That's not what we show.
[AGENT][NEUTRAL] On the zip code, you said [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's what we received.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] That's your, OK, so we show [PII].
[CUSTOMER][NEUTRAL] [PII], look at.
[AGENT][NEUTRAL] Is that not correct?
[CUSTOMER][NEGATIVE] No, that's wrong.
[AGENT][NEUTRAL] OK, so I can update it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me change that and then you will need to get with your HR department to get that corrected.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that it doesn't.
[CUSTOMER][NEUTRAL] You know what, just go with [PII]. You just go with [PII].
[AGENT][NEUTRAL] Oh, I've already changed it.
[AGENT][NEUTRAL] I've already changed it. Yes, sir, I corrected it because when we mail you things, we need to have your correct information. If we ever have to mail you anything, we need to have the correct address.
[CUSTOMER][NEUTRAL] Ah, you changed the cover.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So try your correct zip code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so it's [PII].
[AGENT][NEUTRAL] But yes, sir. So try it with that zip code now.
[CUSTOMER][NEUTRAL] The correct one.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Oh yes, change, create, now it comes create your account.
[AGENT][POSITIVE] There you go. Great.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] There you go. Thank you very much. So, username?
[AGENT][POSITIVE] You are certainly very welcome.
[CUSTOMER][NEUTRAL] So username is, let's say [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Choose your own.
[AGENT][NEUTRAL] But you have, yes, sir. Just make sure that you make sure it meets all of the criteria that's listed.
[CUSTOMER][NEUTRAL] And uh I am ringing.
[AGENT][NEUTRAL] Uppercase lowercase.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Special character and numbers.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And it has to be a minimum of 8.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But an engineer.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] OK, oh my [PII].
[CUSTOMER][NEUTRAL] One more game.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 94786.
[CUSTOMER][NEUTRAL] 8604.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 653.
[CUSTOMER][NEUTRAL] 6604.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Come on, really? One symbol.
[AGENT][NEUTRAL] Yes, sir, and you cannot use the hashtag mark for sure because of security purposes.
[AGENT][NEUTRAL] I don't know which one you're trying to use, but I do know you can't use that one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, it just dash that uh I, I used one time dash.
[CUSTOMER][NEUTRAL] But one symbol, it it's one symbol.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I add to the passport, or do I have to write the whole thing again?
[CUSTOMER][NEUTRAL] OK, I'm saying next, but nothing is happening.
[CUSTOMER][NEUTRAL] OK, I have to wait.
[CUSTOMER][NEUTRAL] Or do I have to write it again, the whole thing?
[CUSTOMER][NEUTRAL] I'd say.
[CUSTOMER][NEUTRAL] I am sorry to let you wait so long. I have a bad time, but what should I do? Like I said, old guy.
[AGENT][NEUTRAL] You'll just have, if it's not liking your password, you'll need to retype your
[AGENT][NEUTRAL] The password and also, you know, I think you have to do that twice.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, it doesn't get it.
[AGENT][NEUTRAL] OK, it's it's, it's not like in your password, is that what it is?
[CUSTOMER][NEUTRAL] Um, I haven't.
[CUSTOMER][NEUTRAL] Yeah, it's, it's red. The passport is there.
[AGENT][NEUTRAL] Try, try using a different character. Yes, sir, so I don't know if it's maybe they're not matching or if it's not liking your special character, and you are using uppercase letters and lowercase letters, numbers, and then at least one special character. So try to using it, if you're using all of that and it's at least 8 characters in length, try using a different character.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Probably I'm gonna use.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. Can I, I mean, it's red now, so I, I
[CUSTOMER][NEUTRAL] Should I go back and write it all?
[AGENT][NEUTRAL] So that means it's, it's it.
[AGENT][NEUTRAL] Yeah, it doesn't like it. Either what, when you typed it twice, you have a typo in it or it doesn't, it's not meeting the criteria. It's one of the two things.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, one more thing.
[CUSTOMER][NEUTRAL] Uh one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's just amazing, you know, whatever I do.
[CUSTOMER][NEUTRAL] Is that bringing me there?
[CUSTOMER][NEUTRAL] Can I go one step back and fill that up again so the red markings are gone.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, the passport and confirmed password, confirmed passports are red and whatever I do, it doesn't come out of it.
[AGENT][NEUTRAL] You can try it.
[CUSTOMER][NEUTRAL] It doesn't make it green or blue or whatever else.
[AGENT][NEUTRAL] Uh, you can try to go back, um, and see if it will let you do that. You should be able to just type in that box where it is red.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Redo that.
[CUSTOMER][NEUTRAL] This is what I'm
[CUSTOMER][NEUTRAL] Let me write it again.
[AGENT][NEGATIVE] Yeah, you'll have to do the entire password again. It's not gonna let you just like.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] You'll have to clear it out and then try it again.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Wait a second, probably I'm gonna change it to this kind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That this
[AGENT][NEUTRAL] And it is, you know, the password is case sensitive. So, you know, if you put a capital letter on the, the first one you'll have to do, I mean, you know, it has to match.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the point is I cannot see it when I write it, right?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] I can't see it when I write it. That's
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] No, it's not working. Whatever I do it's not working.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so, so again, [PII], it's something that's not
[AGENT][NEGATIVE] You're typing it differently in one of the two bo[PII], or it doesn't like.
[AGENT][NEUTRAL] Your password is not meeting the criteria. Did you write your password down like on a piece of paper or something so you can see exactly and verify.
[CUSTOMER][POSITIVE] Yes, yes, I did.
[AGENT][NEUTRAL] OK, so then.
[CUSTOMER][NEUTRAL] Yeah, I have, should I give it to you? Listen, I have nothing against it to give it to you. Do you want, do you want to go through it with me?
[AGENT][NEUTRAL] No, I mean, I could.
[CUSTOMER][NEUTRAL] I have the
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, look, I said [PII]
[CUSTOMER][NEUTRAL] Number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so take out, take out, maybe try taking out that dash.
[CUSTOMER][NEUTRAL] So that should be good enough.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just use one, see if it'll let you just use one special character.
[AGENT][NEUTRAL] Instead of 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] And I, and it should show you below the password like what characters are acceptable.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it does, it does. So this is why.
[AGENT][NEUTRAL] OK, OK. Then try just using one.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I don't know that that's it. But in just listening to what you said, I, I didn't write it down, but I do remember you used two special characters. So why don't you try taking out one of those?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And see if that will make a difference.
[CUSTOMER][NEUTRAL] You know what happened?
[CUSTOMER][NEUTRAL] You know what happened?
[CUSTOMER][NEGATIVE] It threw me out to complete that.
[CUSTOMER][NEUTRAL] I go again and wait a second, I know it's.
[CUSTOMER][NEUTRAL] 331. Just let me one second, OK? Just, it threw me out.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEGATIVE] Um, sorry, I have really bad patches that I'm bothering you.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] You know
[AGENT][POSITIVE] No, you're fine. I'm here to help you in any way that I can.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you very much. So see you but uh but.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1963.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Come on, really?
[CUSTOMER][NEUTRAL] It's a no new user, new user. I am an individual. OK, name and ZIP code [PII] Social security number [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Birthday [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] Come on, really.
[CUSTOMER][NEGATIVE] Of there seems to be a problem.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I it doesn't let me go in at all. I mean new user at the beginning again, OK? Provide the following information for the.
[AGENT][NEUTRAL] I think that's because.
[AGENT][NEUTRAL] Yeah, that may be because you got too far and you're partially because it will only let any member create one profile.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it looks, it seems like maybe you got too far into the process.
[AGENT][NEUTRAL] with the password, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's say just
[CUSTOMER][NEUTRAL] You know what, can you reset my account? I go again and do it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't. No, sir, I can't. I want, I can't do anything. I can only unlock accounts. I can't reset them. So give me just a second to check something.
[CUSTOMER][NEUTRAL] I am sorry to make you so much headache.
[AGENT][POSITIVE] Yeah, you're OK.
[CUSTOMER][NEUTRAL] Should I go completely out of my page or?
[AGENT][NEUTRAL] No, sir, give me just a moment. I'm seeing what's
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you on a computer that you're setting this up on?
[CUSTOMER][POSITIVE] Yes, yes, right now in front of it, yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEGATIVE] OK, so I'm not sure what happened when you got to the password and it did what it did, um, because it, it lets you get there. I tried to see if I could set it up. I'm getting an error message now as well. It won't let me get past entering your information and I've double checked it and triple checked it actually as far as how I have everything spelled and it's telling me there's no member found. Now on another screen, I can see that it's like you're pending.
[AGENT][NEUTRAL] So I'm gonna have to send a ticket to our help desk. It was something that happened with the password. I don't know if maybe you tried too many I don't, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] During the set up process, obviously because that's not my area of expertise, Max, but I will send a.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] No, no, I would, I would.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I will send a ticket to have them look into this. Um, let me, let me just try one more thing.
[CUSTOMER][NEUTRAL] I'm listening.
[AGENT][NEUTRAL] Yeah, yeah, so I'm just gonna have to send a ticket and ask them to look into this for us.
[CUSTOMER][POSITIVE] OK. Thank you very much. Thank you. And then you're gonna email me or are you gonna, are you gonna call me?
[AGENT][NEUTRAL] You're welcome. And then [PII], well, no, I won't email you.
[AGENT][NEUTRAL] I will call you once I hear back from them. Now, honestly, [PII], that might be tomorrow or even Wednesday. I can't, I can't exactly give you a timeline, but I am gonna go ahead and email you a user guide for the p[PII] and this user guide, in addition to giving you the instructions on setting it up, it does tell you some of the different things that you can do once your account is created.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] Listen, I just.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um, that email will come from [PII].
[AGENT][NEUTRAL] And I will put APL in the subject line for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you very much for everything that you did and your patience with me. I'm looking forward to hear from you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] 00, you're very welcome, uh.
[AGENT][NEUTRAL] Yes, and, again, my name is [PII]. Again, my name is [PII]. So if you'd just like to write that down, so when I do call you back, you'll remember who I am.
[CUSTOMER][POSITIVE] Thank you very, very much.
[CUSTOMER][POSITIVE] Oh yeah, of course, your, your beautiful voice. I will never forget, [PII]. Thanks a lot.
[AGENT][POSITIVE] Oh, that's very sweet, [PII], thank you. So I hope you have a great day and I'm very sorry we've run into this problem, but, um, we will look into it, OK?
[CUSTOMER][POSITIVE] OK. Thank you. Thank you very much. Have a good.
[CUSTOMER][POSITIVE] Thank you. Thank you very much. Thank you. Have a wonderful day.
[AGENT][POSITIVE] Well, you're welcome. Yes, sir. I hope you do too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.