AccountId: 011433970860
ContactId: 20e72517-ddfc-434a-9366-6d36411a13c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427350 ms
Total Talk Time (AGENT): 233503 ms
Total Talk Time (CUSTOMER): 96413 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/20e72517-ddfc-434a-9366-6d36411a13c8_20250605T18:19_UTC.wav
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[AGENT][POSITIVE] We want to start this.
[CUSTOMER][NEUTRAL] The Atara?
[AGENT][POSITIVE] We're gonna start level to American public life. Come on.
[CUSTOMER][NEUTRAL] It's the and the for yeah orao que mocambi website LAPL get the moto rere de nuevo.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And no sotromonokier manejore companyia differente contren of the grouper rare and una perolajotra no point contramiformacion.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In the end.
[CUSTOMER][NEUTRAL] Os Dali Alvarez.
[AGENT][NEUTRAL] OK, so you're Alva is Simale Mapori.
[AGENT][NEUTRAL] Erin de la la.
[CUSTOMER][NEUTRAL] It's uno Ochosereieiete.
[AGENT][NEUTRAL] P.
[AGENT][NEUTRAL] Imaginosad rescuemos uh autoicado and estte company uh in [PII], [PII].
[CUSTOMER][NEUTRAL] See.
[AGENT][POSITIVE] Perfecto even no nose la primero persona kiulta important.
[CUSTOMER][NEUTRAL] See noesia porque help memoella tre cuenta and noses poo.
[AGENT][NEUTRAL] OK, so peros for my homes in [PII] importa puedo ta dear la cuentaero te resa waste and they used to create your OSC account for that.
[CUSTOMER][NEUTRAL] 3.
[AGENT][POSITIVE] Perfecto escopo er la la seba next cuandose next the deque bring the numero de queo luo chore eel corre electronico er registrado or register re electronics er.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Theo Dali number O S D R L E S.
[CUSTOMER][NEUTRAL] [PII], the Apollo Group [PII].
[AGENT][NEUTRAL] The Apollo is the Apollo?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The Apollo
[CUSTOMER][NEUTRAL] The Apollo [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Group [PII] perfectora [PII].
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The Apollo.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what was I the next see I I say you're gonna write a key.
[CUSTOMER][NEUTRAL] I no user founder.
[AGENT][NEUTRAL] Uh yes, no user was found with the information that was entered. Please try again if the error persists, please contact customer service.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] It's so me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, tenemomotose intados you cannot.
[AGENT][NEUTRAL] And and no noserocubus.
[CUSTOMER][NEUTRAL] People are gray.
[AGENT][NEUTRAL] Hostais Arova, the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sis get no Imola la jamas mimos problemas e e podido assistileles creando jola cuenta lago erodes cambiando la persona que [PII].
[AGENT][NEUTRAL] Lauer.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] The Apollo.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Um, and I can also send you uh.
[AGENT][NEUTRAL] [PII] and I can transfer you partamento the care team quelos quesing and the uh auddale and solos are gonna to lessen the momentoonalles when you.
[CUSTOMER][NEUTRAL] See some of mejo and pano per one I know who send them.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah and no elcaoque necessito pues interpret the sario permit no.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good good afternoon. How are you doing? This is [PII] from Claims.
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] I'm very good, thank you for asking. [PII], I have um Ms. [PII] from group number 1865 uh I'm sorry, 18637 on the line. She has been trying to create the OSC account.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEGATIVE] But unfortunately, she's having some issues with it. I even, I even try myself and
[AGENT][NEUTRAL] You know, we have the same error saying that it's there's no.
[AGENT][NEUTRAL] Records of this information being entered.
[AGENT][NEUTRAL] Would you be able to assist her?
[CUSTOMER][NEUTRAL] Sure. Um, what was the error message that you received? Or?
[AGENT][NEUTRAL] Their says uh I already closed it out.
[CUSTOMER][NEUTRAL] Oh, it's OK. I can ask her.
[AGENT][NEUTRAL] Yeah, you know, is that error that it says that no.
[CUSTOMER][NEUTRAL] No user file?
[AGENT][NEUTRAL] No user found with this uh with the information entered, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well, yes, you can definitely send her through.
[AGENT][POSITIVE] OK. She already knows she's gonna be transferred. Here she comes. Thank you very much, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Alright, um, hold on, what was her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] No problem. Here she comes. Thank you.