AccountId: 011433970860
ContactId: 02dab0e6-4a1a-4060-8d61-e050266f6007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666700 ms
Total Talk Time (AGENT): 196444 ms
Total Talk Time (CUSTOMER): 330967 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/02dab0e6-4a1a-4060-8d61-e050266f6007_20250307T22:06_UTC.wav
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[AGENT][NEUTRAL] grapeleiamoliki is are there.
[CUSTOMER][NEUTRAL] You have a little.
[CUSTOMER][POSITIVE] Uh, [PII] um que how you done.
[AGENT][NEUTRAL] OK, you said anyumida della Palisa.
[CUSTOMER][NEUTRAL] Uh, see, yeah.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Maybe if they don't know who I can take you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, uh errogo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sincuentinue Sincuentocho.
[CUSTOMER][NEUTRAL] Hey man I see.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, put a verific regard to Nombre la lomiento.
[CUSTOMER][NEUTRAL] See do novi the minove no.
[AGENT][NEUTRAL] It's number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, graciser tambien pue era la la derexion de la casa.
[CUSTOMER][NEUTRAL] CS noventa quaara Nueve nos sciento disteche terra Hialea Garden [PII].
[AGENT][NEUTRAL] Equal de laur favor.
[CUSTOMER][NEUTRAL] See he you say cinco era.
[AGENT][POSITIVE] OK, [PII], thank you for the ar.
[CUSTOMER][NEUTRAL] [PII] and ye and [PII] is er era in the main er the process.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And to say [PII] to check in and to say you get the checks you think I'm in and correo.
[AGENT][NEUTRAL] OK. I'm still checking on the low.
[CUSTOMER][NEUTRAL] It's you.
[AGENT][MIXED] OK, gracies maitto porfavoriouaitarte.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] You and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See you.
[AGENT][NEUTRAL] Fuaddrexion suo Noventa quarea uve northwest sciento diasic terrace Miami reres erro uno Ocho.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See,
[CUSTOMER][NEUTRAL] Uh, see, see the.
[AGENT][NEUTRAL] OK, loque pueroeres para cancellatichee Podemos bandar Oro.
[CUSTOMER][NEUTRAL] Ah, with the intakes vivian and then seriajoo mejore the key posito by a loho.
[AGENT][POSITIVE] But it can be I love the ion.
[CUSTOMER][NEUTRAL] See, we gonna be able to see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yo can be alola derexion correct.
[CUSTOMER][NEUTRAL] SCF cuarenta you know the SCO2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Manxion
[AGENT][NEUTRAL] Manion
[CUSTOMER][NEUTRAL] See Man
[AGENT][NEUTRAL] Come on, M 00 N A T C E O N A.
[CUSTOMER][NEUTRAL] S C M R N S E O N.
[AGENT][NEUTRAL] Oh, M A N A S A.
[AGENT][NEUTRAL] O N N A A. Correct?
[CUSTOMER][NEUTRAL] See Manon, Manx.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh bong bong bong.
[CUSTOMER][NEUTRAL] U O N.
[AGENT][NEUTRAL] 00 N.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Sierra or Sierra Laoli like or me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks sir.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Ory, Texas.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Seocho Perros.
[AGENT][NEUTRAL] OK, OK, Yvo, uh, mandar on uh, um, pederquescheque elcheque abamosa mandalo alugar persim espea maitto porque.
[AGENT][NEUTRAL] Neisito turnsallaa Yamada Paakamballa the Rexionarian.
[CUSTOMER][NEUTRAL] Alright Tavian see you mama again Lia Tay and Tavian.
[AGENT][NEUTRAL] OK, Moitaurav.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See you must give me on.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah, I went through.
[CUSTOMER][NEUTRAL] Good afternoon. This is So with IPL. How may I assist you?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's me. Happy Friday, it's [PII].
[CUSTOMER][POSITIVE] Hey, happy Friday.
[AGENT][NEUTRAL] I'm sorry, can you help me real quick? Because, um, I have got a Spanish speaker on the line and I, we need to change the address.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] On his policy to [PII] we sent a check and he never received it. I'm gonna go ahead and put the request in to [PII] to void the check, reissue it, but we need to update his address and I just can't get it. It's like [PII] [PII] or me. I don't know. I, it's, I wanna make sure we get that address right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, is it not here?
[AGENT][NEUTRAL] Well, it's in [PII].
[CUSTOMER][NEUTRAL] Yeah, that sounds like it's out. OK.
[AGENT][NEUTRAL] Yes. Do you mind getting that address and just changing it, and I'll go ahead and take care of that void request and put the notes in.
[CUSTOMER][NEUTRAL] OK. Yeah, I don't mind.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 229.
[AGENT][NEUTRAL] 5958
[AGENT][NEUTRAL] I don't know if I'm just having Friday brain or what, but it just wasn't.
[AGENT][NEGATIVE] It wasn't working.
[CUSTOMER][NEUTRAL] OK. It's OK, and it's 229-5958 and
[AGENT][NEUTRAL] It's [PII], and I've verified all this other room, yeah.
[CUSTOMER][NEUTRAL] OK, and you verify everything, OK.
[CUSTOMER][NEUTRAL] And what's the callback number?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] And he's got a [PII] address, so I don't know if he's moved since we sent that check or what his employer submitted the claim, so.
[AGENT][POSITIVE] And I'm showing it's still outstanding, but I'll take care of the check request if you could just help me with that address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. I will. OK, I'll go ahead and change it, OK?
[AGENT][POSITIVE] I appreciate it. All right, thank you. Um, here he comes. Thank you. You too. Mhm.
[CUSTOMER][POSITIVE] Oh. You're welcome. Have a good weekend. OK. Thank you.
[CUSTOMER][NEUTRAL] When I tell this in your pea.
[CUSTOMER][NEUTRAL] Uh, see you, [PII].
[CUSTOMER][NEUTRAL] The lilacir on American public life ila senoritic you can be la direction pero problems and la directionamentepo is a direction la can qua you know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Manxion
[CUSTOMER][NEUTRAL] Uh bong bong.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] T 00 N bone.
[CUSTOMER][NEUTRAL] Uber or any Uber or, OK, OK.
[CUSTOMER][NEUTRAL] Ory O M E army.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] El Copoieteogentaire.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's [PII] bula ciudad de [PII] bon army.
[CUSTOMER][NEUTRAL] See see see tu tu bongo mola.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, yeahestado [PII]. OK, please, OK, you could look at it you see you're gonna look at the non, OK, OK, sorry sorry, get out here.
[CUSTOMER][NEUTRAL] And then uh OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It's the man.
[CUSTOMER][NEUTRAL] So I'm talking about the woman.
[CUSTOMER][POSITIVE] OK, [PII] can be a quarantineodiocho man bon armyasieteogena set and tare.
[CUSTOMER][NEUTRAL] See see.
[CUSTOMER][NEGATIVE] can be er um reclamo parapo dee borbeare and pago parareclamo ok.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I