AccountId: 011433970860
ContactId: 2de71ee5-606d-4067-99de-2b5eddb65c6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736099 ms
Total Talk Time (AGENT): 231424 ms
Total Talk Time (CUSTOMER): 253075 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/2de71ee5-606d-4067-99de-2b5eddb65c6e_20250605T15:40_UTC.wav
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[AGENT][NEUTRAL] We wanted the peso.
[CUSTOMER][NEUTRAL] Ola [PII].
[AGENT][NEUTRAL] Mosque.
[CUSTOMER][NEUTRAL] See it in line you know CeK.
[CUSTOMER][NEUTRAL] Uh porente intravam user name [PII] I put a username Parese que uh email etratado tolos dequetengo it is seque down a road to snoes support me ID you playing verific card put forward.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] E zero doses rose nve cuatrodos.
[AGENT][NEUTRAL] But on set of those days.
[CUSTOMER][NEUTRAL] Zo says nuevecudos.
[CUSTOMER][NEUTRAL] It's a um a certificate number.
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. So, uh, levers to tele.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, [PII] says the telephone resinco nuevedote says unochoueve in the direction is [PII] yet.
[AGENT][NEUTRAL] electronic socia.
[CUSTOMER][NEUTRAL] It no [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, el personalqueer [PII] [PII] or tata [PII] oh tata [PII] quies is IOL OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] See [PII] AOL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] OK, and the cao uh osmando problemma stratado ingresscuento e nan introvacona user name [PII].
[CUSTOMER][NEUTRAL] See user [PII] entre email condo retratoeso email get number yourmente.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] In the second time correct.
[AGENT][NEUTRAL] See, like a kid.
[CUSTOMER][NEUTRAL] El password via culpa.
[AGENT][NEUTRAL] Pors to see er [PII].
[AGENT][NEUTRAL] Do they to create your own, your OSC account?
[AGENT][NEUTRAL] Us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No masque and auca loo los unicoser espaciios on the tiqueloleformaciones don detasoppeidotiques laid tale.
[AGENT][NEUTRAL] Yeah, electronico in.
[CUSTOMER][NEUTRAL] OK, la primera.
[AGENT][NEUTRAL] But, there you go.
[CUSTOMER][NEUTRAL] In primeraques group or insurance.
[AGENT][NEUTRAL] Insure, you just go ahead insure a police.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A jo is so porque.
[AGENT][NEUTRAL] OK, take.
[CUSTOMER][NEUTRAL] 0, it says 0.
[CUSTOMER][NEUTRAL] Ok, little little says no.
[CUSTOMER][NEUTRAL] Quintes.
[CUSTOMER][NEUTRAL] Email that features the patro kings and to set in this space.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hermia vasque decorreto ta tata 00 says no quatrodos.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] This error. No user was found with the information that wasn't entered member ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Porque enter your Social Security or will ID your entr ID.
[AGENT][NEUTRAL] Intendo uh in tenramentes you know raia jocobo the the uh celoto conte momento intrositammen informacion el core electron system.
[AGENT][NEUTRAL] Uh intraleuketamine.
[AGENT][NEUTRAL] So scimento is so conto medio password.
[CUSTOMER][NEUTRAL] Cerrado Mira and last name is [PII] as [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] 00 neds.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0 to 0 says no quains my zip code [PII] yet.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So you know what I mean.
[CUSTOMER][NEUTRAL] Ota del travajo.
[AGENT][NEUTRAL] Set so nvamente intenteborque osciendolo uh ormimo conssu informacion supeusapeidos sofecha de nacimento issucorreleronico image a sciente paso donde medi complete your account set up.
[AGENT][NEUTRAL] Cdo continue mesba unanueva contraena unuevo nombre a given name in surname.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Seraquelapamal the APL APLel web aL.com APO insurance they have this secured.
[AGENT][NEUTRAL] No, no, it's [PII].
[AGENT][NEUTRAL] Indicator secure punto I am mhm.
[CUSTOMER][POSITIVE] No, no, this is secured.
[CUSTOMER][NEUTRAL] Core to sign up I get to it.
[CUSTOMER][NEUTRAL] Well, well yeah, clear and cash, uh, let's see, you know cash.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Finding.
[CUSTOMER][NEUTRAL] Create.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Create your account but on this insurer next yeahresu last name, email, date of birth solamentesoreos sesitamos.
[CUSTOMER][NEUTRAL] Uh, no necessita colo I OK, so look metaoktata see abequeykisa tava poo el ID puto tamosa.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Correct. So let me look this up here.
[CUSTOMER][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] P.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, [PII] was pique una contrasia.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And give you a name, username, surname?
[CUSTOMER][NEUTRAL] See, uh, display name see I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. When I yeah with the information logolevair [PII] de verificloban and electronico to a numeral each automaticamentevaerexes so sue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, get past the order.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Send the verification.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Pors and don't come for mere can be plata for me.
[CUSTOMER][NEUTRAL] I keep um so the main and I came on that board um.
[CUSTOMER][NEUTRAL] In May, what do you call you?
[AGENT][NEUTRAL] The dio the confirmation so you know what I mean.
[CUSTOMER][NEUTRAL] No, I know.
[CUSTOMER][NEUTRAL] I on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] and they had a spam.
[AGENT][NEUTRAL] It's electronic.
[CUSTOMER][POSITIVE] So we better that.
[CUSTOMER][NEUTRAL] but I mean.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] See no I will call you. No, no, no I'll call you.
[AGENT][NEUTRAL] Diga let's go.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] transfer and department to the customer care.
[AGENT][NEUTRAL] He uses maneha mere informacionienna sis inspectordinoiendo um so the thing gonna put on the processing nala for the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See, mhm.
[AGENT][MIXED] Perfect permits or no mucha gracias.
[CUSTOMER][NEUTRAL] See mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] OK.