AccountId: 011433970860
ContactId: eef09cd7-8f91-40a3-bee3-8e5d16a7a45a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565919 ms
Total Talk Time (AGENT): 119248 ms
Total Talk Time (CUSTOMER): 274865 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/eef09cd7-8f91-40a3-bee3-8e5d16a7a45a_20250603T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Trade Winds Towing. I called earlier because um I wasn't able to make my monthly payment.
[CUSTOMER][NEGATIVE] And I was advised that your website had changed that I needed the primary um account holder to go and create an email address for me like they had done in the past, and she did all of that. I got an email from you guys uh with my information for my user account and I am trying to log in and it is still is not working.
[AGENT][NEUTRAL] OK, um, what is your group number?
[CUSTOMER][NEUTRAL] The group number I need to go to another place for that. Let's see right quick.
[CUSTOMER][NEUTRAL] The group number is 26093.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] Trade winds killing.
[AGENT][NEUTRAL] Yeah, give me one moment.
[CUSTOMER][NEUTRAL] And it's sending all of the information to [PII] at Trade Winds Towing, so that's my email address. So I'm not sure why it's sending me the verification code, but whenever I go to click like I put in all the other information I create a new password it says claim not verify email address.
[AGENT][NEUTRAL] Claim not verified email address.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK. Just writing this down.
[AGENT][NEUTRAL] OK. Uh, could you verify the address of the business?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, let me just get.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check one place.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I've got, OK, I've got your username is the [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes, that's what I had but like when I'm going to log in now it's asking for my email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And not that user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Can I place you on a brief hold?
[CUSTOMER][POSITIVE] Oh, that's fine, thank you.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thanks for holding. OK, and then you said it says claims not verified email and then, but you did receive the email and verified it, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to verify everything right now, so it, it does send me I know it recognized my email address because it's sending me verification codes, so I know that part's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, some verification codes. OK, yeah, we've just, we've just over our, um, entire portal, so we are trying to work out some bugs currently, um, so I'm.
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] Oh yeah, yeah, OK.
[AGENT][NEUTRAL] Let me get as much information as I can and then I can send a request.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so claim not verified email, you get the email and with the verification codes, enter that and it still keeps giving you that error message. Is that right?
[CUSTOMER][NEUTRAL] Yeah, yes, I'm gonna try to do it one more time. I've done it 4 times already, but I'm gonna try again, so it says click here to because I had my administrator [PII] and her email address is on here and it says click here to finish your registration. It says the username, uh, it's under Trade Winds Towing LLC. OK, that's fine. Is your email address, so I did that now I'm doing click.
[CUSTOMER][NEUTRAL] Alright, and here is where I should go and put in my email address, [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, so let's do that again, uh, uh.
[CUSTOMER][NEUTRAL] All right, so that's done.
[CUSTOMER][NEUTRAL] And then from there,
[CUSTOMER][NEUTRAL] so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It asked me to create a new password, so that's what I'm gonna do.
[CUSTOMER][NEUTRAL] It didn't give me an error messaging in terms of like any particular symbol or any of that so it's not saying that that's an issue.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sure it's right here. OK, then it then it asks for.
[CUSTOMER][NEUTRAL] Uh, display name, display name would be whatever name I want to put, correct? Like if I just wanna put [PII] or [PII] O or do I put right, that's what I, alright.
[AGENT][NEUTRAL] Right. Yeah.
[CUSTOMER][NEUTRAL] Data and then it says your given names so I'll put that.
[CUSTOMER][NEUTRAL] Your surname, I did that. OK, so this is where I go.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So that part's done so I put in my email address. It had already sent me the code, or do I or do I do send verification code now, so send verification code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, so now I'm going to wait for it to come across.
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] This takes a little minute and and.
[CUSTOMER][NEUTRAL] OK, so here we go, it's the verification code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Continue, see, see, claim not verified email address so it's definitely some type of error related to the email address, but that's where all the codes are going to, so I'm not quite sure what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's strange. OK. Let me take this information. um, I'm going to, and is that a good callback number? What what's your good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then when you simply try to log in and put your email address and your password that you created, does that also create the same error? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So, you know, it, it actually allowed me to go through all the steps. It did the very so I know it's recognizing the
[CUSTOMER][NEUTRAL] The email address in terms of sending me a code so that part is correct but once I get past that part it's not recognizing it and I guess that's my login maybe because now you no longer have I used to have a user name right my user name was my log in and not my email address so I'm thinking that's where the connection is not happening, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, yes, I've collected all this information. I'm gonna see what we can get troubleshooted and then when we get it resolved I will give you a call back, OK?
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thanks, [PII]. I appreciate your time.
[AGENT][POSITIVE] OK, thank you so much. I'll give you a call back when we get this resolved bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright bye bye