AccountId: 011433970860
ContactId: 5f50ba8d-e8ad-4a08-bcef-96d22f20a767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1499739 ms
Total Talk Time (AGENT): 556637 ms
Total Talk Time (CUSTOMER): 518081 ms
Interruptions: 16
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5f50ba8d-e8ad-4a08-bcef-96d22f20a767_20250604T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um from Trade Winds Towing. I called yesterday. I was in the process of trying to, I know you guys change your website, so normally I go and pay the bill online and I actually had someone help me yesterday, but the issue still has not been resolved and I just want to know like what do I need to do to get this up and running.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I can, so you called yesterday regarding the new portal and someone was able to help you get signed in but you're still having some form of issue?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right, um, actually she was trying to help me to get signed in and um she asked me what browser I was using and I let me just make sure it was the Microsoft Edge and whenever I put in all the information like it'll prompt me right? so it'll send me a verification code, all of that, but it doesn't get past that point where it allows me to put in my email address. I get the verification code and then I go in and I will put my name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm mhm.
[CUSTOMER][NEGATIVE] All of that, but once I do submit, it gives me an um it says invalid.
[CUSTOMER][NEUTRAL] Email address and I know that's the correct email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what we need to do is I can try and help you with this again, um.
[AGENT][NEUTRAL] Today to see if we can set it up. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII] with trade winds towing and our group number is 2.
[AGENT][NEUTRAL] And the need
[AGENT][NEUTRAL] Uh, you can go ahead and give me that. Go ahead and give me the group number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 26093
[AGENT][POSITIVE] Thank you. And your last name, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So give me a moment please. I needed to get the group's information pulled up.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I believe it was [PII] who helped me yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so first off, I do need to verify the group's information with you. So if you could please, you gave me the name of the group, if you will please now give me the address for the group.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, you said the street number again, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and the primary contact name for the group?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK and her email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then the primary phone number on file for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we have something different, so I don't know maybe this is more of a direct number for her.
[CUSTOMER][NEUTRAL] Uh, OK, [PII].
[AGENT][NEUTRAL] But it's different.
[AGENT][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] No, that's strange.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Do you have, so you don't have [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] That's weird. When I called yesterday, I told the exact same number. She said everything was OK. All right, do you have [PII]? You don't have any 504?
[AGENT][NEUTRAL] Mmm.
[AGENT][NEUTRAL] Uh, yes, but it's nothing that you've given me yet, [PII].
[CUSTOMER][NEUTRAL] OK, so let one more [PII]?
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, that is um that is the address that we have on file. So give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the issue is going to be, [PII] that because [PII] is the primary contact for the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is going to be the one she's going to have to set up the profile just like she did before in the other system and then she will assign.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The users just like she did before because I can see that you had been a user right in the other.
[CUSTOMER][POSITIVE] She did, yes, she did all of it.
[CUSTOMER][NEUTRAL] Yes, she did all of that she sent me an email that was all done yesterday.
[AGENT][NEUTRAL] OK, so then you should be able, so then you should be able to log in.
[AGENT][NEUTRAL] With your information. But there's
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEGATIVE] I'm not able to do it.
[AGENT][NEUTRAL] OK, so I don't know.
[CUSTOMER][NEUTRAL] Yeah, so something's going on because I got an email from [PII] and it says that the user, your user name for the account is under Trade Winds Towing and is your email address and that came from [PII] because she, I explained to her after I talked to Representative [PII], he said.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That [PII] exactly what you said had to go in since she was a primary assigned me so she did all of that and then I got an email from [PII] with my information telling me that my new login is actually m[PII] email address and not a user name like I had previously.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So I went ahead and that's when I tried to do Anita at Tradewinds [PII] and it's giving me this, there's, it's still giving me this uh error message.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just
[AGENT][NEUTRAL] OK, so is it when you try it, so when you
[AGENT][NEUTRAL] Oh, let me get my thoughts together here, [PII]. Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right, so when you pull up the portal website,
[AGENT][NEUTRAL] And let me, let me just.
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK, so I clicked on a link that [PII] sent to me and it says click here to finish your registration. So that's why I know she's done everything she needed to do on her end was to assign me my the uh the account to my email address, do all of that and that's how I got this email. So then I go and I click the link which is instructing me to finish my registration.
[CUSTOMER][NEUTRAL] And that's where I'm going and I'm putting in [PII]. OK, so I'm gonna put it in again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I did that, and it has to send verification code. Should I do that now? Should I do that now again? OK, let's see, let's do that.
[AGENT][NEUTRAL] Mhm. Correct. Yes, ma'am. Uh-huh. Yes, please.
[CUSTOMER][NEUTRAL] Let's just put all of that.
[CUSTOMER][NEUTRAL] I'm just, I'm not gonna fill out any password or anything like that. I'm just gonna do send verification code, right? OK, that's what I'm doing. Let's try this out. OK, so now it's saying it's gonna.
[AGENT][NEUTRAL] Not yet. Mhm.
[AGENT][POSITIVE] Correct, right. Mhm.
[AGENT][POSITIVE] Yeah, we're going through this together, [PII]. We're just going through this together.
[CUSTOMER][POSITIVE] Yeah, I know I'm like, oh gosh, um, [PII], she was kind enough to actually go in and make the payment for us, um, but I just wanted to make sure I can get this done where next month I won't have a problem.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] And we're trying to, like I said, we're just working through. We do know there have been some issues and that our IT department is working diligently to get those resolved just like with any roll out of anything new, you know, there's always gonna be.
[CUSTOMER][NEUTRAL] Just take it.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, no, I'm sure.
[CUSTOMER][NEUTRAL] Oh yes, ma'am.
[AGENT][NEUTRAL] Kings and stuff in the road. Now, while you're waiting on that, I do wanna go over one thing for you. In our system, which [PII] just needs to send an email to our care team at [PII], but we have the street address is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not [PII].
[CUSTOMER][NEUTRAL] Oh, it's, it's OK. Well, when we moved to this location, they actually had like two addresses assigned to, I think um it was maybe like a duplex or something, so at one point it was [PII] and [PII], so it's OK. It's all it's all right. It's not a problem. It could remain that it's OK. We've had this issue before. It's OK.
[AGENT][NEUTRAL] OK, OK, I just wanted to, OK, so I mean it's very simple for us we just have to receive it in an email requesting that it be changed instead of doing it over the phone, you know, verbally, um, just to ensure that y'all don't miss anything being that could be sent to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] OK. Yeah, yeah. Hi.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yes, I'll, I'll ask her, um, does she wanna do that. OK, so let's see. OK, see, it's doing the same thing it now this is the error message. It has claim not verified and then it has email address.
[AGENT][NEUTRAL] Yeah, yeah, just let her know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it says claim not verified and then it shows you your email address.
[CUSTOMER][NEUTRAL] It just says the word email address in red. It's all in red, claim not verified email address.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Now I wonder if by any.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me just see. I'm gonna ask a question.
[AGENT][NEUTRAL] In a chat to see if anyone else has had this experience.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] So you were, so you did get a verification code sent to you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim not verified and then email address that's how it's worded? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, bear with me, [PII], because I'm just asking if anyone else because like again we're reporting.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Different things, you know, to our IT.
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] But I see that
[AGENT][NEUTRAL] So this is the same.
[AGENT][NEUTRAL] Claim not verified.
[AGENT][NEUTRAL] OK, so I do see that you were getting that same message on yesterday.
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] When you spoke with [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] So I do see that it, it appears that she has already added that.
[AGENT][NEUTRAL] To the IT.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Incident reports.
[CUSTOMER][POSITIVE] Got you. All right.
[AGENT][NEUTRAL] So apparently they are still working on that. I, um, let me see.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I'll tell you, did you and [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on just a.
[AGENT][NEUTRAL] Right there I thought I was gonna be able to give you some more information right quick, [PII], but hold on for me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and did one thing, um, did you all like clear your browser history? Did y'all walk through doing that and.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, do you can do you have time that we could try and do that? Because she's already at it so if we could just and then is there a way first off before you exit out of there, [PII], is there a way that you could screenshot that error message that you're getting and email that in to us?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, let me.
[AGENT][NEUTRAL] OK. Like I said, we're, we're working vigilant. Our, our
[CUSTOMER][NEUTRAL] I need do that.
[CUSTOMER][NEUTRAL] Oh yeah, I understand.
[AGENT][NEUTRAL] IT team rather is being very vigilant and then trying to.
[CUSTOMER][POSITIVE] Yeah let's try this again and see what it.
[AGENT][NEUTRAL] Yeah, and capture, you know, just kind of as much as you can, so we'll see what screen like the background is when that error is popping up as well, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] Yeah, and they're saying screenshots would be amazing.
[AGENT][POSITIVE] Screenshots would be amazing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, let's see if we can do that. Let me let it send me a verification code again.
[AGENT][NEUTRAL] And the reason I said that about the browser history and the cache is because there was an incident yesterday in which once they did that, you know, it was a little bit, I mean the error message was different than what you're getting, but they were having trouble so they cleared it and.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And started kind of from scratch, I guess you would call it.
[CUSTOMER][NEUTRAL] OK, so let's try that.
[CUSTOMER][NEUTRAL] OK, so let me put in my password.
[AGENT][POSITIVE] And thank you for understanding about the kinks and the bumps in the road.
[CUSTOMER][POSITIVE] Oh, I've been on the other side of it, trust me, writing a program, so I get it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, uh, OK. Well, then, yes, you would get it if you ever written, yes.
[CUSTOMER][POSITIVE] Yeah, yeah, I get it. Yes.
[AGENT][NEUTRAL] A lot of people don't. A lot of people don't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so let's
[CUSTOMER][NEUTRAL] OK, let me take my, let me do a screenshot right quick.
[CUSTOMER][NEUTRAL] Alright put trade.
[CUSTOMER][NEUTRAL] All the information on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. I will prove this 26093. OK. All right. And what email address would you like me to send this to?
[AGENT][NEUTRAL] OK, if you'll send that to [PII] that same email that I was talking about for the address care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you got with the verification code, you did get the email with the verification code, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I, I was able to get that and it actually, it's on there like it'll show that I have a verification code and the verification code is on there.
[AGENT][NEUTRAL] So then you click on the.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was the email address again?
[AGENT][NEUTRAL] [PII] team.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] So you, she can, you can click.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] On the link in your email, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] But, and but then you get the error messages, right?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said it says clicked.
[AGENT][NEGATIVE] Well, oh no, I'm goodness, I'm losing it, [PII].
[AGENT][NEUTRAL] Claim not verified.
[AGENT][NEUTRAL] Email address, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so let's send this over.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Now just put error message.
[AGENT][NEUTRAL] Yeah, and just include your group number.
[CUSTOMER][NEUTRAL] Yes, I have that right in um the subject line 26093.
[AGENT][NEUTRAL] And then make and I'm sure your contact information is also, you know, included in your email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yeah, yes, ma'am. Mhm.
[AGENT][NEUTRAL] Um, and you can ask, you know, that someone please call you about it. Of course, that's gonna be already in there from when [PII] tried to help you yesterday, but um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you said that you were using Microsoft Edge, was that what you said?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK, that's done. They should be getting that.
[CUSTOMER][NEUTRAL] I can click out of this now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and they'll be able to see my note from our call as well um and I'm just gonna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] That's how I know the uh the the error is somewhere.
[CUSTOMER][NEUTRAL] Uh, it has to do with the email address. It's not the password, because, you know, it'll give you something that I have, if I don't have enough characters and all of that or the wrong characters. It has have all of those parameters already built in so it's not giving me that. But to know that it's also sending me a verification code to that same exact email address somewhere in between is where that link is not coming through. Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct, because that's what at first I was thinking that maybe there was a typo in the email. However, you wouldn't have received the verification code.
[CUSTOMER][POSITIVE] Yes ma'am, right.
[AGENT][POSITIVE] You know, so, um, yes, there is some type of, of break between there but I again thank you for understanding. I can assure you that our IT team is working on it and I have made a note regarding you know your call with me today and that you were emailing that screenshot um and also which browser you were using so.
[CUSTOMER][NEUTRAL] OK mhm.
[CUSTOMER][NEUTRAL] Right, the Microsoft Edge, OK. Mhm.
[AGENT][POSITIVE] Yes ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] And I didn't catch your name. What was your name?
[AGENT][NEUTRAL] Uh, my name is [PII] and I spell it [PII] Oh, you're welcome, [PII].
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] And just bear with us and hopefully this will be resolved very soon.
[CUSTOMER][POSITIVE] I appreciate it you have a great.
[CUSTOMER][POSITIVE] Yeah, you have a great rest of your week. I appreciate it. Have a good one.
[AGENT][POSITIVE] Well, I, I hope you do too. And if there's anything else we can help you with, please give us a call. Otherwise, we will be back in touch with you just as soon as uh we can get this resolved.
[CUSTOMER][POSITIVE] No problem. Thank you so much for your time.
[AGENT][POSITIVE] OK. Well, you're welcome. Yes, ma'am and have a great evening. Thank you again for calling APL. All right, [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.