AccountId: 011433970860
ContactId: 19099ee2-ad93-4615-a456-639019a886e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 665150 ms
Total Talk Time (AGENT): 350837 ms
Total Talk Time (CUSTOMER): 225779 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/19099ee2-ad93-4615-a456-639019a886e7_20250527T15:04_UTC.wav
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[AGENT][NEUTRAL] We're one of the.
[CUSTOMER][NEUTRAL] Hey, is this [PII]? This is [PII] in the billing department.
[AGENT][NEUTRAL] Oh, hi, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hey, um, the person that you transferred to me, um, she said that she needs Spanish, um, so I was wondering if you could, uh, stay on the line to translate while, um, I try to see if I can take her payment for billing because she didn't understand what I was saying.
[AGENT][POSITIVE] Got it. Yeah, I'm so sorry. I should ask her uh if she speaks um English. That's my fault. I can stay on the line with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, let me join the call.
[CUSTOMER][NEUTRAL] Hi, um, I have auto, um, back on the wall, um, he's gonna help us, uh, get through taking this payment.
[AGENT][NEUTRAL] So you uh [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] One of the
[AGENT][NEUTRAL] Buenos seem informami companera briqueeritando a para traduiracitola cuenta leer saber teaser.
[CUSTOMER][NEUTRAL] Corso puesto.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] See lo que pasa tao porquereo yeah el el link paraquea el pagomenal the the premier.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and if that techniqueme facttua or no meal when mela fact correo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] La
[AGENT][POSITIVE] Purest and every um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get out.
[AGENT][NEUTRAL] The reason she's calling, as I mentioned before, is that they received the email with the link where they can go online and pay this the the premium for.
[AGENT][NEUTRAL] For the next month. Uh, but when she was click on the link, apparently the link says that it's, it's broken or it's not in service. So this is, that is the reason why she's calling to see if we can, we can send the bill directly to an email.
[AGENT][NEUTRAL] Um, you know, the invoice directly to her email or if we can assist her paying this, this, uh, this premium online, I mean on the line right now.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yeah, if you could let her know that um that error is happening because um there is we are having technical difficulties with the online service center right now um but I will send her the bill um to the email that we have on file so she can view it.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so we can send the email, um, the bill, the premium.
[AGENT][NEUTRAL] Uh, directly to the email that we have on the file, is that right?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, perfect. Let me just tell her the, the reason why she's having troubles, um, accessing the link on the email, um, [PII] main informami companera queeritt and the most difficult I takingnique contraspecto uh lingo cuta de cerratrave the link is unillinoporeoque no poo ella cuentaina and a momento.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's reestablished toe cinema.
[CUSTOMER][POSITIVE] Oh perfect to say poque master recito poque yes.
[AGENT][NEUTRAL] Podrias are correctoamodomountsima cuando el sine embargo mean for mamira que cele pueda ertegarelli voicetamente alimo quetenemos and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see put forward.
[AGENT][POSITIVE] Perfect. So then.
[CUSTOMER][NEUTRAL] And can you confirm with her the email is [PII].
[AGENT][NEUTRAL] Me for [PII] el correo que es [PII], I'm sorry, you said [PII].
[CUSTOMER][NEUTRAL] Yeah [PII] is what we have.
[AGENT][NEUTRAL] OK, the systemma [PII] he is puntossel correol podemos and BR elling voice.
[CUSTOMER][NEUTRAL] No, [PII] uh [PII] GIC [PII] [PII].
[AGENT][NEUTRAL] Info Aroba GIC.
[AGENT][NEUTRAL] Aluminum.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK. Um, Bree.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But we are saying that if we, if it's possible for us to send the bill to [PII].
[AGENT][NEUTRAL] Or we need to, we strictly can you uh I mean we need to use the the the first.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] I can send it to that one and um I'll have to copy the email that we have on file on the email as well but I can still send it to this one.
[AGENT][NEUTRAL] Absolutely, um, informa que podemosaello gar al correoque informoel info arova.
[AGENT][NEUTRAL] He aluminum pontoon they will form a vamos acopiarlo al primer emo el tenemos and a system.
[CUSTOMER][NEUTRAL] Porso pueto muchisimajes yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] No way.
[CUSTOMER][NEUTRAL] No, I said so correo.
[AGENT][NEUTRAL] Per, uh, I'm sorry, what you're saying.
[CUSTOMER][NEUTRAL] No, I was gonna say, can you spell the info is it info at um what is it? Rova?
[AGENT][NEUTRAL] Aluminum. It's uh info at, let me, let me send you uh
[AGENT][NEUTRAL] And I am with that.
[AGENT][NEUTRAL] Bree Coots.
[CUSTOMER][NEUTRAL] GIC aluminum.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Malomino in English for that.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] OK. Um, [PII], the email is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Car, the were aluminum.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, just send that over and then does she want to, um, make a payment or she wanna look over the invoice first and uh see.
[AGENT][NEUTRAL] Let me ask her, uh, [PII] esperadaquivoorrelio revisarlo or quie[PII] the momento.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] OK, we
[CUSTOMER][NEUTRAL] Its [PII].
[AGENT][POSITIVE] Excellent. Perfect. Uh, [PII], uh, she's telling me that she's gonna wait for the email to review the, the invoice and then she's gonna call us to make the payment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. All right, that's fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, do you have any questions for you for her?
[CUSTOMER][NEUTRAL] No, um, that's it, uh, she wants to just give us a call back and ask for billing and, uh, make sure she knows that we have to, if we're taking a payment over the phone, it has to be a credit card or a debit card.
[AGENT][NEUTRAL] OK, let me just tell her that, um, enera [PII] informa [PII] que el pago er sister deerlo is a telefono solamente ceruna ta dereto or the debito.
[CUSTOMER][POSITIVE] Ah, OK, perfect, perfecto porque clalolo estolo estino con la cuenta.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] SCS flaroes is in excessal and [PII] is a difficult that momento.
[CUSTOMER][NEUTRAL] Oh OK oh
[CUSTOMER][NEUTRAL] Claro
[CUSTOMER][NEUTRAL] E
[CUSTOMER][POSITIVE] OK, OK, perfect. The one, so we see ohhalaquetaevien isolo yamo de pao.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Excellent. I'll go.
[CUSTOMER][POSITIVE] Good as we ammo at all we ask.
[AGENT][POSITIVE] Perfect, you can, um, yeah, [PII], hello.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she hung up already. Uh, she was telling me that she's gonna wait for the email, she's gonna review it and then she will call us back to make a payment.
[AGENT][NEUTRAL] Um, she, I think she also gonna wait to see if the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] the OSC is back. She's gonna try to make it.
[CUSTOMER][NEUTRAL] OK, yeah, I'm.
[AGENT][NEUTRAL] She's gonna try to make the payment first through there, but um, yeah, I know that we don't have an estimated time for the system to be restored. So she said that she's gonna wait for tomorrow. If not, she's gonna call us back and make the payment on um through the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I think it's probably has to do with us, the moonshot thing launching tomorrow because and like having the new OSC because.
[AGENT][NEUTRAL] Oh, tomorrow the, the, the, yeah, tomorrow mountain. That's why, yeah, of course it makes sense why it's, it's, it's down right now, of course.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Yeah, uh.
[CUSTOMER][POSITIVE] But thank you so much for your helping.
[AGENT][POSITIVE] No, no problem, my pleasure. Like I said, I'm so sorry. It was, it was my mistake. I should ask her first, you know, if she speak English. So, you know, I shouldn't, you know, I should just send that over to you like that.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] Without warning or anything.
[AGENT][POSITIVE] I'm sorry, but yeah. Anyway, uh, if she calls tomorrow and it happens to you have the call, just don't worry about it. Call me back and, and I can assist you.
[CUSTOMER][POSITIVE] OK, awesome thank you have a good day, [PII].
[AGENT][POSITIVE] You too. Take care. Bye.