AccountId: 011433970860
ContactId: ae74822b-5bbd-4f3b-9c12-2bd4bfb03494
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230240 ms
Total Talk Time (AGENT): 105687 ms
Total Talk Time (CUSTOMER): 127660 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ae74822b-5bbd-4f3b-9c12-2bd4bfb03494_20250603T13:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Trade Winds Towing, and um, I'm, I'm an accountant and I make the payments the monthly payments online and it looks like the screen, I guess your website has changed and whenever I logged in, I've always logged in with um a user ID that I came up with and I didn't have a problem last month, but now whenever I go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, to log in, it's telling me to log in with an email address and I've never logged in with an email address before, and the email address that like all of your correspondence and stuff come, uh, that you send, I put in that email address and it's not working. So who do I need to talk to you about getting this up and running again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, I, I can help you with that, ma'am. Can you please give me your group number?
[CUSTOMER][NEUTRAL] My first name?
[AGENT][NEUTRAL] Yes, ma'am, and your group number, please.
[CUSTOMER][NEUTRAL] OK, alright. My name is [PII]. Let me pull up the, the latest email that I got for you guys. The email address is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] the number I need to give me one moment.
[CUSTOMER][NEUTRAL] Mhm, the group number is 26093.
[AGENT][NEUTRAL] Thank you, [PII]. OK, let me just verify that we have all the information correct in our system, OK? Um, what is the group address?
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the um the phone number contact we should have for the group in need of?
[CUSTOMER][NEUTRAL] OK, so let's see, we might have.
[CUSTOMER][NEUTRAL] See if you have either one of these. Uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK. So, yes, ma'am, I do see, all right, so what we did was we did update our online service center. So what you have to do is go in and create a, a new profile, a new user. And I see that the, the main email is, is [PII] still the contact for the group as well?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes. [PII], mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What she's gonna have to do that she's the primary holder of the, of the account. She's gonna have to register with her email that we have for the group and then add you as a user and you'll be able to create it with your email account after she adds. Yes, ma'am. So it's gonna take you through the prompts, but not, not letting you, it's because you're the secondary owner, it's just a primary. So she'll need to re-register with her email address, and then she can add you on as a user as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's no longer like she has me on as a user but it's not under an email address, it's under my user name so now it once she adds me at she has to, OK, so she has to go add her like with your new system go to the website she she's gonna have to go and create her own uh account.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Yes, ma'am. That's right. With her email address that we already have, [PII], yes, because she's the primary, OK? And when she creates the account, she adds you as a user, OK?
[CUSTOMER][NEUTRAL] OK, yeah, with her email address. Got you.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much. You have a great rest of your week. I appreciate your time. OK, bye-bye. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. You're welcome, [PII]. Is that all I can help you with?
[AGENT][POSITIVE] OK, thank you. You have a great day. You too. Bye bye.
[CUSTOMER][POSITIVE] That's it. You have a blessed one.
[CUSTOMER][NEUTRAL] OK, bye-bye.