AccountId: 011433970860
ContactId: 2010c801-c1f8-46f5-b732-8a4d674272fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670650 ms
Total Talk Time (AGENT): 252521 ms
Total Talk Time (CUSTOMER): 97617 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2010c801-c1f8-46f5-b732-8a4d674272fe_20250304T15:21_UTC.wav
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[AGENT][NEUTRAL] one of the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] one of the.
[CUSTOMER][NEUTRAL] Uh gracias [PII] de victoria worldwide esque no sotrosnemos connoteserervio de securo pero cambiamos the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They make the denial the messina in los cambiarel group alcambiarnosopo ianoue in reara la plata for my car Carlos invoice portfas.
[AGENT][NEUTRAL] OK, can.
[CUSTOMER][NEUTRAL] The loyal group on Nuevo or the loyal group on terrios.
[AGENT][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Buenosogena uno unodos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The anterior is ventidos say squadron ue.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Victoria Worldwide Business.
[AGENT][POSITIVE] Better then.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is the sanian conelonio sitanian access I know condosto says quattro.
[CUSTOMER][NEUTRAL] She's in your.
[AGENT][NEUTRAL] [PII] one.
[CUSTOMER][NEUTRAL] Those those say quattro no any access for yeah car got lost lost invoice can perocambiamosel the group for pla I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Classos permit momentum linear boya communicate on a service paracomos and stuff for and perform.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So like. You are on hold.
[AGENT][POSITIVE] Good morning.
[AGENT][POSITIVE] Perfect
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I'm a motherfucker who convinced me to buy something off this never doing it again.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Location.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] You don't have glowing
[AGENT][NEGATIVE] You don't have clients.
[AGENT][NEUTRAL] you don't have your hair is shedding.
[AGENT][POSITIVE] Her nose is gonna be begging for [PII]. I am sorry, it's gonna be really good for your hair.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You wanted a [PII] who's making 200k. What do you think the median income is for the age that you specified like?
[AGENT][NEUTRAL] Lower 48,000.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] Pro
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Actually $49,000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Then more men to wake up. I wish more men can understand this.
[AGENT][NEUTRAL] Morning. How are you doing?
[AGENT][POSITIVE] Pretty good, thank you for asking.
[AGENT][NEUTRAL] Um, [PII], I have, um, [PII] from group number 80112.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Victoria Wide Business.
[AGENT][NEUTRAL] OK, uh, she's calling because apparently she had some troubles trying to log in.
[AGENT][NEUTRAL] Um, she gave me the previous group number. Apparently they recently changed or we changed the group number. I don't know.
[AGENT][NEUTRAL] Um, she said that with group number 22649 she was able to access to the website and download all the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is it called?
[AGENT][NEGATIVE] Invoices, yes, um, but now with the new group, she's unable to do that.
[AGENT][NEUTRAL] And she was trying to create a new account with a new group number, but uh she's, she's not able to do it, so that's, that's the reason she's calling today.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see.
[AGENT][POSITIVE] does it. All right, perfect.
[AGENT][NEUTRAL] Thank you, [PII]. Um, I mean, I thought it was something from, from customer service because, you know, do it to.
[AGENT][NEUTRAL] So like creating accounts and all that I thought it was something that you guys handle.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But no
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Awesome. Thank you, [PII]. I appreciate you. You have a great day.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], good morning. This is [PII] from claims. How are you doing today?
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][POSITIVE] Very good, thank you. Can we, I have [PII] from group number 80112 on the line.
[CUSTOMER][NEUTRAL] 80112.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] worldwide Business.
[CUSTOMER][NEUTRAL] Uh let me get it pulled up.
[CUSTOMER][NEUTRAL] Uh, the drill, OK.
[AGENT][NEUTRAL] The researchers can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, the reason she's calling today is because she's uh apparently trying to log in to the website and she's unable to do it with the new group number. She was telling me that.
[AGENT][NEGATIVE] With the previous number 226-49, she was able to log in and download the invoices, but now with the new group, the 1 80112, she is unable to do it. She was also trying to create a new account and she's not able to, so I was wondering if it's something that you can help her out.
[CUSTOMER][NEUTRAL] Um, yeah, I mean I can, but she's not the contact on file, so that's probably why she's having trouble.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Have you verified any information?
[AGENT][NEUTRAL] Um, no, she just gave me her information and the description of the reason she's calling.
[CUSTOMER][NEUTRAL] OK, you send it to me.
[AGENT][NEUTRAL] Let me just go back to her and let her know she's gonna be transferred. Thank you, [PII].
[AGENT][NEUTRAL] Sierra.
[CUSTOMER][POSITIVE] Probably like all my stuff.
[AGENT][NEUTRAL] gracia esta communic department billing perqueile um sarco uh solo espanol and linea the elpartamento building.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, just that.
[AGENT][POSITIVE] Perfect. Excellent. uh, just a bandabana excellent.
[CUSTOMER][NEUTRAL] Mm