AccountId: 011433970860
ContactId: a2137524-0692-4446-94fa-ad22bb939fa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 931599 ms
Total Talk Time (AGENT): 281641 ms
Total Talk Time (CUSTOMER): 420469 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a2137524-0692-4446-94fa-ad22bb939fa7_20250625T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, good morning, good morning. One second, I need to move to another place. OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, uh, the first thing I want to describe one issue, and I think it's a little terrible. Uh, because nowadays, uh, we want to log in our business account or APL to check the, you know, the billing or other something, but, you know, first, you know, you know, firstly, we need to enter our long ID and password and later we can receive.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We can't, can you take.
[AGENT][NEUTRAL] You can't log in. OK, I can help you with that.
[AGENT][NEUTRAL] Yeah, can you give me your group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, sorry, sorry, sorry. Uh, I mean, the, yeah, firstly, we, we can, we need to enter our long ID and later we can enter our password and, and after that, we can receive the verification code from the email. But nowadays, right now, we can't receive that. So I can provide some information to help us to handle this issue. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. I can definitely do that for you. So let me just gather some information about the group. Can you please give me the group number?
[CUSTOMER][NEUTRAL] OK. Yeah, absolutely. Uh, the group number is 26,530.
[AGENT][NEUTRAL] 26,530. OK, give me one moment.
[CUSTOMER][NEUTRAL] No, no, 226,530. Yes, 5 details.
[AGENT][NEUTRAL] OK. Say that again for me. 26,530.
[CUSTOMER][NEUTRAL] Yeah, 26,530. Yes, yes, yes.
[AGENT][NEUTRAL] OK. Thank you, sir. What's the name of the group?
[CUSTOMER][NEUTRAL] Uh, the name of the group is the C1, International Miami. The C is for clock, 1 is for 12341. International, you know the word of English. The [PII] is also the city of the [PII]. Yeah, just the C1 International Miami, uh, limited liability company, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, thank you. And tell me your name, please?
[CUSTOMER][NEUTRAL] My name is uh [PII]. Uh, I will spell my name, the [PII]. The first name is [PII], has the six letters, S for straightforward, [PII] for
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, hi.
[CUSTOMER][NEUTRAL] I for interesting, [PII], the 6 letters. And my last name is [PII], uh, two letters, the [PII] as well. [PII].
[AGENT][POSITIVE] Thank you so much, Mr. [PII]. And I do have you as the group contact. Can you please verify the group's mailing address for me?
[CUSTOMER][NEUTRAL] Uh, so, so you mean the physical address of this company?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK, give me a second. Give me 1 2nd 1 2nd.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] Yeah, back. So yeah, so physical address of this company is, yeah, thank you, thank you for waiting. The physical address of this company is uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]. That means the [PII] and the [PII] is the city of [PII], [PII], [PII] is also the state of the [PII]. And the zip code is [PII]. And also the five digital codes.
[AGENT][POSITIVE] OK. Thank you so much. Let me get your callback number, Mr. Yee, just in case we get disconnected. What's your phone number?
[CUSTOMER][NEUTRAL] Uh, you mean my phone number?
[AGENT][NEUTRAL] Yes, please. What's your phone number?
[CUSTOMER][NEUTRAL] OK. OK. Yeah, yeah, yeah. OK. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. No.
[CUSTOMER][NEUTRAL] OK, I will repeat.
[CUSTOMER][NEUTRAL] OK, I repeat. Yeah, I will just to make sure this is, this is correct. Uh, the, the [PII]. OK?
[AGENT][NEUTRAL] Oh, go ahead.
[AGENT][POSITIVE] OK, thank you so much. That is what I have. I appreciate that. Now, one more thing I want to verify with you, Mr. Yu, can you please give me your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The email address, yeah, I think this email has some problem because when we want to log in this account, from this email, but we cannot receive the verification code from this email. So, the email address is uh one second. Uh, is the [PII]. The administration, you know, the, the word of English, the administration, yeah, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII] is also the city of [PII]. Yeah, it's very straightforward.
[AGENT][NEUTRAL] Yes, yes, sir. That's exactly what we have. OK, so let me just kind of go over something with you. So we have updated the online service center. So since we've updated it, what you have to do instead of logging in, you need to, you need to create new user account and put all of that information in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I just verified with you and it will send you a verification code and then you'll be set to go. Would you like to do that while I'm on the phone with you and I'll walk you through it.
[CUSTOMER][NEUTRAL] Oh, you mean we need to create one new user?
[AGENT][NEUTRAL] Yes, sir. Instead of logging in, choose the option, create new user, OK? And I'll walk you through it.
[CUSTOMER][NEUTRAL] Well, but, but we, I think, I think if I create a new user, so the new new user ID has our previous information in here.
[CUSTOMER][NEUTRAL] Or not.
[AGENT][NEUTRAL] Yes, so since we've done the update, everyone has to create a new account. Just make sure that when you put all the information in, with the information you just gave me.
[CUSTOMER][NEUTRAL] OK, so you mean, uh, so how do we can update the information?
[AGENT][NEUTRAL] What are you needing to update, Mr. [PII]? Are you needing to update an email or something like that? What are you needing to update?
[CUSTOMER][NEUTRAL] Uh, I, I mean, I mean the update is to update the, the in the loan ID and also the password.
[AGENT][NEUTRAL] OK, you'll need to create the new account.
[AGENT][NEUTRAL] And that, and when you do that, you'll be able to create a new password.
[CUSTOMER][NEUTRAL] [PII], sorry, uh, let me, let me see. Uh.
[CUSTOMER][NEUTRAL] You, you, OK, OK, I just organized, sorry, because I think your, your phone.
[CUSTOMER][NEGATIVE] Uh, doesn't have the good signal. So I, I hear some of the noise around you.
[CUSTOMER][NEUTRAL] And uh, so you mean
[CUSTOMER][NEUTRAL] You mean the, I, I can update the
[CUSTOMER][NEUTRAL] Account number? No, no, no. Oh, sorry. I can update the long ID and password, just the long information, right?
[AGENT][NEUTRAL] You can, yes sir, but instead of log instead of clicking log in you have to, you have to choose create new accounts.
[CUSTOMER][NEUTRAL] But, but, yeah, OK. So I have one question. But if, if I create a new account, you know, you know, I have, you know, of this insurance, we have some employees to use our insurance. So, uh, and there is a new account, the, the past, the previous information will be included on this account or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it will once you create it.
[CUSTOMER][NEUTRAL] OK, you, you mean the new account will will include that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're trying to create the account for the group, correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK. So, just to create a new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you have to create a new account and enter all your information that you just verified with me and then and then they'll let you into your group account.
[CUSTOMER][NEUTRAL] OK, so the new accounts also, yeah, I, I want to make sure the new accounts also includes the new loan ID, the password, right?
[AGENT][POSITIVE] Yes, sir. It will, it will allow you to create a new login and a new password. Absolutely. Yes, sir.
[CUSTOMER][NEUTRAL] OK. OK. OK. So, yeah, but we, but our uh customer ID is not changed, right?
[AGENT][NEUTRAL] No, sir. You can use the same ID just create the new account, but you're welcome to use the same ID.
[CUSTOMER][NEUTRAL] OK. Yeah, so, yeah, so, yeah, OK. I organized, so the new account just create a new account, just the new account for the new loan words, no, the new long ID and the new password for that. Just the two.
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] OK. OK. So you have to, yeah, uh, by the way, you have to, I can give you my email address. Uh, so if I have some, uh, later, if, if I can do that successful, it's OK. If not, uh, may I, may I, may I send you some screenshots about that?
[AGENT][NEUTRAL] That's just
[AGENT][POSITIVE] Yes, sir, let me do this. What I'm gonna do, I'm gonna send you an email from me, OK? And I'm gonna send you a user guide and that's gonna take you step by step on how to create your account, OK? If you have any problems, if you will just screenshot it for me, email me back so I can help you walk through this, OK? Would that be helpful?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cool. Cool. OK. So, yeah, cool. So, my email address is uh
[CUSTOMER][NEUTRAL] OK. My email address is also the
[CUSTOMER][NEUTRAL] Administration, you know, also a word of English.
[AGENT][NEUTRAL] The one that you gave earlier.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I'm gonna send it to you right now, OK? And that way if you have any problems, please just email me, send me the screenshot of what's going on, and I'll do anything I can to help you, OK?
[CUSTOMER][POSITIVE] OK, yeah, cool.
[CUSTOMER][NEUTRAL] OK, so you mean I need to remember your email, right? You, your email, right?
[AGENT][POSITIVE] I, I'm gonna, I'm gonna send it, I'm sending it to you right now, OK?
[AGENT][NEUTRAL] Let me, let me um make sure that you get it.
[CUSTOMER][NEUTRAL] Uh, you, you, you're gonna, gonna send me your email on the message on, on the words.
[AGENT][NEUTRAL] I'm gonna, I'm, I'm sending you an email right now coming from me with the group user guide, OK?
[AGENT][NEUTRAL] It's gonna be coming from
[AGENT][NEUTRAL] Let me just send it to you real quick hold on.
[CUSTOMER][NEUTRAL] Oh, you mean, yeah, you, you can, yeah, yeah, you mean that you send your email on that uh email address I have provided you before.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, I'm sending you an email right now, OK?
[CUSTOMER][POSITIVE] OK, OK. Got it, got it.
[AGENT][NEUTRAL] that's OK.
[AGENT][POSITIVE] I'm sending it to you right now.
[AGENT][POSITIVE] All right. You should be getting it any moment, all right?
[CUSTOMER][NEUTRAL] OK, you have seen that?
[AGENT][NEUTRAL] Yes, sir. I've sent it to you. Yes, sir.
[CUSTOMER][NEUTRAL] OK. OK, one minute. I just one.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII], are you still there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh hi.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hi, I'm back. So are you the [PII]?
[AGENT][NEUTRAL] Yes sir, that's me.
[CUSTOMER][NEUTRAL] Oh, that's your name, [PII], right?
[AGENT][POSITIVE] Yes sir, that's right.
[AGENT][NEUTRAL] That's my name, so you got your email?
[CUSTOMER][POSITIVE] OK, OK, cool, cool, cool.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, and so is that God Mr. that I.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, because I, I have received your email about the precise. 01 2nd.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] If you have received your email about the process of how to update the new account and also the password.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, sir, and if you have any trouble, if you have any trouble, you can email me back and I can help you, OK?
[CUSTOMER][POSITIVE] OK, nice. Also the email, yeah. Cool, cool, cool.
[CUSTOMER][POSITIVE] OK, nice, nice. Thank you. Thank you so much.
[AGENT][POSITIVE] You're welcome. You're welcome. Is that all I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK. OK, bye.
[CUSTOMER][NEUTRAL] OK, bye. OK.
[AGENT][POSITIVE] All right, bye-bye. Thank you.
[CUSTOMER][POSITIVE] Thank you.