AccountId: 011433970860
ContactId: 0dd31622-4ca2-46aa-bd30-1c77ab728e17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409649 ms
Total Talk Time (AGENT): 106322 ms
Total Talk Time (CUSTOMER): 158580 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0dd31622-4ca2-46aa-bd30-1c77ab728e17_20250121T14:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] That's is by American Public Life. Meres [PII].
[CUSTOMER][NEUTRAL] Uh, Monicanodiermilaloquepaquereando in el systemmaquaando led doinformacion me no puede and wear a metoicomo new user.
[AGENT][NEUTRAL] OK, he pueda n depolia.
[CUSTOMER][NEUTRAL] Uh elliamo is a payer ID.
[AGENT][NEUTRAL] No, los numerals abajo and numerals.
[CUSTOMER][NEUTRAL] Nomeroilletras.
[CUSTOMER][NEUTRAL] Uh, numerous selects unok is in hospital beneficiary number.
[AGENT][NEUTRAL] Mhm, see.
[CUSTOMER][NEUTRAL] OK, yes, Lito Cro intidos.
[CUSTOMER][NEGATIVE] N A safe.
[CUSTOMER][NEUTRAL] Bentocho
[CUSTOMER][NEUTRAL] [PII] A.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh this what is it?
[AGENT][NEUTRAL] It's not
[AGENT][NEUTRAL] So no entoor.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Her [PII] Dis beenenta.
[AGENT][NEUTRAL] Graciasavicaexionic or electronico.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] So condos criviendo is selection a new user um [PII] [PII] napolisa.
[CUSTOMER][NEUTRAL] See [PII], uh-huh, and to me that new user INL systemma Lego Lego click and el primero it is I am an individual with APL insurance policy.
[AGENT][NEUTRAL] See, mhm.
[CUSTOMER][NEUTRAL] Mhm. Does the next look backquelesabbando el numero ella poli ekiocado porqueles dearrivaise quenoques el quetaca is here berda.
[AGENT][NEUTRAL] C um and casova numeral seal.
[CUSTOMER][NEUTRAL] Uh, second noirbeel.
[CUSTOMER][NEUTRAL] OK, that telephone will.
[AGENT][NEUTRAL] See IDs and not policy number then seguro Social and te cao.
[CUSTOMER][NEUTRAL] Oh, OK, OK, least Iseo.
[CUSTOMER][NEUTRAL] Yeah so
[CUSTOMER][NEUTRAL] Uh, Load they gave me one.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] at the moment
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, that is a que que was sound foracion que tengua cuenta.
[AGENT][POSITIVE] Oh perfect OK.
[CUSTOMER][NEUTRAL] Oh I can come on new usernocomo log in.
[CUSTOMER][NEUTRAL] Berta
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Oh, OK. Isa [PII] the um a username.
[CUSTOMER][NEUTRAL] It no tengo que miraraver porque laverda [PII] que yo via echo cuenta conuste porque mia cuandoledigo next may a basinformacio informaccustentro una cuenta er existing.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, see isocalaerlienteenel departmentorelamo no access so I, I say informac the hele conti user name. OK, the meno masu momento gracias.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in um Medlink. I have policy number 2296628.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For um [PII] he's needing his user name. I was wondering if you can give that to me.
[CUSTOMER][NEUTRAL] Uh, sure, I can. Give me just a second to pull it up.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] OK, that will be [PII]
[AGENT][NEUTRAL] OK, with just a [PII]?
[CUSTOMER][NEUTRAL] Uh, no, they are all lowercase.
[AGENT][NEUTRAL] Lower case, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sounds good thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good day bye.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Grape, um, so username was [PII].
[CUSTOMER][POSITIVE] Ah perfecto [PII] OK [PII].
[AGENT][NEUTRAL] See, yeah, no, uh-huh selection a reset pass uh-huh paqueleman decorrele la la cor electronico.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Correto perfectolio de muchisimo.
[AGENT][NEUTRAL] Cal Gomez.
[CUSTOMER][NEUTRAL] No, I forgo all gracias.
[AGENT][NEUTRAL] OK, but when I get to my American public life by.
[CUSTOMER][NEUTRAL] You went
[CUSTOMER][NEUTRAL] Alright bye.