AccountId: 011433970860
ContactId: b560e816-9cc5-4a9d-96f0-fa9c92d3e6c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 809419 ms
Total Talk Time (AGENT): 244410 ms
Total Talk Time (CUSTOMER): 343826 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/b560e816-9cc5-4a9d-96f0-fa9c92d3e6c5_20250624T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh, hi. Uh, good afternoon. How are you?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][NEUTRAL] OK, thanks. Um, I have a question, uh, because our our company, uh, when I want to log in our account, you know, I need to click our loan ID and password, right? But, uh, when it's time for us to receive the verification code from this email, but we can't receive it. I don't know why. I can provide our company name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And also the long ID and long password.
[AGENT][NEUTRAL] OK, what, what is your name?
[CUSTOMER][NEUTRAL] Uh, you, you mean the name of this company?
[AGENT][NEUTRAL] Well, what is your name first of all?
[CUSTOMER][NEUTRAL] Oh, my name is uh [PII].
[AGENT][NEUTRAL] OK, and what is the company that you are trying to um.
[CUSTOMER][NEUTRAL] Uh, the company is the C1, C is C11 is 1231. C1 International Miami LLC.
[AGENT][NEUTRAL] OK, and what is the group number?
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the group number, so the, uh, give me one second. I just, I just check, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] the number
[CUSTOMER][NEUTRAL] Hi back. I have checked our group number. I will provide you. So, uh, yeah, the group number is uh 26,530.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alrighty, and so um just so I can make sure that I can assist you, you are typing in the verification code for a or you you are logging into an account using an email and password that you've already registered and created an account with and whenever you try to do the verification code, it's it's not giving it to you?
[CUSTOMER][NEUTRAL] Yeah, yes, right.
[CUSTOMER][NEUTRAL] Yes, correct, because when I want to log in this account, I, I enter my email address and also enter my password of this account. So, I think it actually it's time for us to receive the verification code, you know, as, as you said before, but we can't, we cannot receive that. So if we can't enter this account, we also can't uh check our billings, invoice and other very important information.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I can, yeah, yeah, yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It looks like there is a username that's active, but you can't receive the verification codes.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, yeah, yeah, I think so. Uh, our ID is, uh, is one email.
[AGENT][NEUTRAL] Yes, but you aren't able to receive the verification code is the issue, I, I, I guess.
[CUSTOMER][NEUTRAL] No, no, no, we can't. We have tried so many times. Uh, in very low frequency, we can receive the verification code after maybe so many minutes, uh, but
[CUSTOMER][NEUTRAL] As usual, we can, we can receive the verification where I want to enter in this account.
[AGENT][NEUTRAL] OK, um, so I'm gonna have to see if this is something that IT can help us with, um, so if you could send an email to us with screenshots of what you're seeing, um, then we can pass this along to IT and have them take a look at it and then um whenever they take a look at it, then we can get back with you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So I can make a note for your email. So what's your email?
[AGENT][NEUTRAL] Yes, it is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII], [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK. OK. Uh, sorry, sorry, hold on. So, uh, would you like to send me the message of your email?
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] Oh, we have to send you an email on message.
[AGENT][NEUTRAL] You just have to email it to us and just say um portal issue.
[CUSTOMER][NEUTRAL] Yeah, I know, but, but I, I would know, uh, if you would like to send your email on, on my message because I, I use my telephone number to call you and you can send your, the email uh vis the message way.
[AGENT][NEUTRAL] Um, so you, you can't send an email you can't send an email?
[CUSTOMER][NEUTRAL] Uh, I mean IMessage you.
[CUSTOMER][NEUTRAL] Yeah, yeah, I mean, yeah, I, I mean, you can send your email on the message. Do you know the message?
[AGENT][NEUTRAL] What message?
[CUSTOMER][NEUTRAL] Oh, message just because it's not, uh, currently we just uh doing the food. So the first, so the message just my phone number of this.
[AGENT][NEUTRAL] Your message is just the phone number?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. So I, I mean, I, the message is this phone number you can send the email on the message.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we, we can only, we can only have, we need to have uh like screenshots of what is happening so we can pass it along to IT.
[CUSTOMER][NEUTRAL] OK, OK. OK. Oh, OK. That's OK. So, yeah, so, would you like to repeat your email again?
[AGENT][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] [PII], the word sales, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wow, it's so long. Uh, I would like to, uh, make a note for, would like to remember my email. You can send me your email on my email, OK?
[AGENT][NEUTRAL] I, I don't know what you mean by that.
[CUSTOMER][NEUTRAL] Uh, I mean, would like to know my email. You can send me your email address to my email.
[AGENT][NEUTRAL] The only person that I am able to speak with is the primary like email is the primary contact so if you could reach out to me um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I, I can't, oh sorry, I can't, I can't make, make the, your complete email, uh, on my notebook. So.
[AGENT][NEGATIVE] You you can't make it.
[CUSTOMER][NEUTRAL] So, yes. No, no, I mean, so your email address is [PII]
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So, and that's, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And, and, and uh, and what's the what's the lapse? What's the continue?
[AGENT][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, so, so you mean after [PII] [PII]?
[AGENT][NEUTRAL] So it goes [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK. Oh, OK. Uh, one second. Let me see.
[CUSTOMER][NEUTRAL] Uh, OK, so I'm sorry that, uh, you would have to repeat again. I just, uh, I just do one complete, OK.
[AGENT][NEUTRAL] OK, how about this? I'll just send an email to the primary contact that we have on file and then um just have them respond to the email of screenshots they're having.
[CUSTOMER][NEUTRAL] Yeah, so I wish to know the email that you have mentioned before.
[CUSTOMER][NEUTRAL] Uh, I mean, yeah, yeah, yeah, we like to, oh, OK, so if you do not want to repeat, I can, I can provide my email. You can send this email to the email. It's OK or not?
[AGENT][NEUTRAL] Um, so I, I guess what, what are you, what is your association with the group?
[CUSTOMER][NEUTRAL] Uh, I mean the, I'm the uh administration specialist of this group.
[AGENT][NEUTRAL] OK, OK, um.
[AGENT][NEUTRAL] So if you can send us, I guess do you have the login for this group?
[CUSTOMER][NEUTRAL] Yeah, yeah. OK. I mean, because I, I don't know what's the, what's the reason for that. I can't, I can't make the notes for the, for your, for your, for the email. So I want to provide you my email. You can send that the email address to my email is OK or not? I, I just want to know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I guess I can send you an email. What is your email?
[CUSTOMER][NEUTRAL] OK, thank you. So my email is, uh my email is very short. Uh my email is [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII] is the city of the [PII].
[CUSTOMER][NEUTRAL] [PII], again, [PII], you know, uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It is just this
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is [PII], oh, so, yeah, for yeah, for, for, for long. It's very long, very, yeah, yeah, yeah, yeah. Yeah, correct. OK, you can send me the email address. Thank you so much. I, I don't know what's the reason. Maybe the, maybe the wrong signal here. Maybe the wrong signal. Yeah.
[AGENT][NEUTRAL] OK, yes, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK perfect I'll send you an email and then you just send us screenshots of the issue that you're having, OK?
[CUSTOMER][NEUTRAL] OK, uh, I need to make sure I have received this email. You can let me know.
[AGENT][NEUTRAL] OK, uh let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] Oh, OK. So yeah, I just repeat. You are on hold.
[AGENT][NEUTRAL] Uh, you know, I just feel like.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I always find the weirdos in our calls.
[AGENT][NEUTRAL] So there's this man, and I can barely understand him. I like, he's Asian kind of, and so he's saying he's