AccountId: 011433970860
ContactId: 18a179d7-98c5-4066-bb81-0cc4fee5ef9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293200 ms
Total Talk Time (AGENT): 108772 ms
Total Talk Time (CUSTOMER): 116354 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/18a179d7-98c5-4066-bb81-0cc4fee5ef9d_20250204T16:42_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Yeah, yeah, one of the uh phone numbers at the Marquessamando de Boulloway.
[CUSTOMER][NEUTRAL] Uh, Motepe.
[CUSTOMER][NEUTRAL] In [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think I'm on the port you see that pagos I go and I said pagoo meme online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But, uh, I said good I take the name so again correo.
[CUSTOMER][NEUTRAL] Um, sorry.
[AGENT][NEUTRAL] Clara.
[CUSTOMER][NEUTRAL] And can do the loo.
[CUSTOMER][NEUTRAL] And no, no theyjaque and no group but it is very low pro pronto here mela persona can make calls in a number of group to face.
[CUSTOMER][POSITIVE] It is Unos simple.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So person get the names contact la.
[AGENT][NEUTRAL] Mo
[CUSTOMER][NEUTRAL] No second person Imiyari market the person highestalo.
[CUSTOMER][NEUTRAL] Oh [PII]. Oh Lay what.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh [PII], no.
[AGENT][NEUTRAL] Yeah, in the end, uh, when I think I saw.
[AGENT][POSITIVE] So yo the the cla the claims perfect excellent permit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Hello, [PII]. Good morning. How are you doing?
[CUSTOMER][POSITIVE] Hi, good morning. I'm doing well. How are you?
[AGENT][POSITIVE] Very good, thank you. This is [PII] from games, yeah, I'm sure you know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you know who's calling, sorry. um.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] [PII], I have a person from group number 26315 on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She's calling on behalf of Bobiy LLC. She's trying to make a payment online, but she was unable to access to the account.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Let me see.
[AGENT][NEGATIVE] I asked if she was the, the contact that we have in the company and but she was unable to tell me that.
[CUSTOMER][NEUTRAL] Oh, OK. And can you say her name again?
[AGENT][NEUTRAL] Sure, um,
[AGENT][POSITIVE] It's, [PII]'m gonna spell it for you. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, yeah, I don't see her listed here, but I can talk to her and just let her know who we have and her steps to go about, um, getting access if if they need her to have access, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure
[AGENT][POSITIVE] Excellent. She already knows that she's gonna be transferred and also she told me that she speaks English, so I think that's gonna be good. All right, here she comes. Thank you very much. Have a good one.
[CUSTOMER][POSITIVE] OK, great. OK.
[CUSTOMER][POSITIVE] All right, thank you [PII]. OK, mhm.
[CUSTOMER][POSITIVE] Thank you too.