AccountId: 011433970860
ContactId: 2df5bad4-5db0-440b-bff0-0f32a8bc0610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 732710 ms
Total Talk Time (AGENT): 266397 ms
Total Talk Time (CUSTOMER): 280944 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2df5bad4-5db0-440b-bff0-0f32a8bc0610_20250219T14:24_UTC.wav
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[AGENT][NEUTRAL] We gracileiamalike.
[CUSTOMER][NEUTRAL] But Alicia numbers [PII] is to yorrea get the names and complementario queremos see.
[AGENT][NEUTRAL] OK, equal de la polia.
[CUSTOMER][NEUTRAL] OK, uh like a group or in hospital benefits number, which one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's Cicado.
[CUSTOMER][NEUTRAL] 76 and oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Quatro quattrocce.
[AGENT][NEUTRAL] Unve
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Quatro quattro.
[CUSTOMER][NEUTRAL] Uh-huh. Ey, the mama Eli the Liliana.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Uh, [PII] la na immiento deor power.
[CUSTOMER][NEUTRAL] And you 60 and 96. Let me know I can put it in the zing.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] La Polia stag diva, that's the premier de de ebrero dos Mel Biniono.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] And OK, rela pajino then there's cargamosla factura parapago in nojala factura deerbrero.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] So your motherpoel Grupo?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] C. Correct.
[AGENT][NEUTRAL] OK, peron. OK, no el group on momentitto. OK, is the nexus.
[CUSTOMER][NEUTRAL] Mhm. You think one numeral group C correct mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may spare a moment detail before I check your group there on.
[CUSTOMER][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] OK, OK, El Grupoto de visa and renewal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Iporeo el um la fact nostadipoli to the vienno for ebrero cuando estan mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Qantas.
[CUSTOMER][NEUTRAL] But it's it's questamos.
[AGENT][NEUTRAL] C, C.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Oh, OK, say I'll renew this. OK.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Oh, OK, yes, but it made my laura porto.
[CUSTOMER][NEUTRAL] posit paro er er.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See cuandoan um terminado de renewal sta completo escomple peron the story of the san.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, glasses Juante processoes completo, um.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] El lafatu vata desponi.
[CUSTOMER][POSITIVE] OK, perfect. Mhm.
[AGENT][NEUTRAL] On their website Ialgamas in you.
[CUSTOMER][NEUTRAL] Who's that?
[CUSTOMER][NEUTRAL] So mesos are complete and the process.
[AGENT][NEUTRAL] Just say Satamente um.
[AGENT][NEUTRAL] We'll check out a moment it OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK. OK.
[AGENT][NEUTRAL] It's still checking, OK?
[CUSTOMER][NEUTRAL] Mhm. Got you. OK.
[AGENT][NEUTRAL] I've had it.
[AGENT][NEUTRAL] The center.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Poo esperando uh you're so pregnando peropiansuke wando estos is completo ace vannamandarumensahe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I'll go part of this year renewal is complete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] This is looking sweet.
[AGENT][NEUTRAL] Reconando
[CUSTOMER][NEUTRAL] OK, uh-huh. What is the dark kk one of that contis know the group.
[AGENT][NEUTRAL] I check.
[AGENT][NEUTRAL] And there's some mental lapolia like diva.
[CUSTOMER][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] See. So this is like diva.
[AGENT][NEUTRAL] Uh, I, they.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, the, mhm.
[AGENT][NEUTRAL] [PII] exactly.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it's important and it's the one with the see see uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Etapagala um
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] After Luno de Ferrero pero is is la polias Ativa.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See the ferreros in mono.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no, no, no loan applicant.
[AGENT][NEUTRAL] See sees better a momentito podemosablar con billing um check it out OK momentito.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get out here.
[AGENT][NEUTRAL] Gracias [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, of English or no?
[CUSTOMER][NEUTRAL] Uh, espanol.
[AGENT][NEUTRAL] OK, your boy kid that me and [PII]. I'm on my teeth, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey [PII] how are you?
[AGENT][POSITIVE] I'm doing all right. How about yourself?
[CUSTOMER][POSITIVE] I'm doing pretty good. Thank you.
[AGENT][POSITIVE] Good. I have [PII] with group number 16,310.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we've discussed it there in renewal. She couldn't, they couldn't see the invoice for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] No that's the best, um.
[AGENT][NEUTRAL] I'm gonna stay on the line because she speaks Spanish in case she doesn't understand anything, but they're she's asking questions like,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like, um,
[AGENT][NEUTRAL] When, how long does renewal take and how can they use the invoice?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, when would they be able to view the invoice? Did they get a notification?
[CUSTOMER][NEUTRAL] Um, so I don't know, I, I won't be able to answer the renewal question. Um, that's something that they would have to, um, get with their broker on, um, it just depends on, you know, when we receive, you know, all of the, I don't, I don't know exactly what all is required during renewal, um, so they would need to get with their broker on that, um, but I mean if I'm not sure what.
[CUSTOMER][NEUTRAL] What invoice questions she might have um they are in the February renewal so we don't have an invoice right now ready um to look at or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's all right. If you, I mean, I'm just gonna tell her that she can speak with her agent and he, they should be able to uh kind of give her a timeline maybe or something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah and if we need to give her the that she should know who her agent is, but you know if we need to give her that information that's um an EMPL that's you know we have one yeah um but yeah, their agent should be able to give them any information on their renewal um and then if their agent has any questions then you know broker resources can help them there but um yeah their agent should be able to.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let them know how long that process will take because it it should just be that we're we're needing, you know, their renewal information. I don't I don't know you know what finalizes it but um.
[AGENT][POSITIVE] Got you. All right, I can tell her that, especially, you know, she speaks Spanish, so I'm just gonna go back with her and, and tell her that. I appreciate your help.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no problem, um, and if she's still, you know, she'd rather still talk to somebody, um, then I would maybe try broker resources, um, they, I don't know what information they could get over because I know they normally go over that with the broker, but you know we might could try there if if you know she still just wanted to talk to somebody.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] All right. I appreciate it, [PII]. I hope you have a good day. You take care. Bye-bye.
[CUSTOMER][POSITIVE] OK, no problem. Thank you, [PII], you too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See?
[AGENT][POSITIVE] Gracias [PII] I this in case I preuntescommo uh quanto.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's a renewal vaster completo whose sesita la contu agente.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah ueaarte masconneo.
[CUSTOMER][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Jolo5 mhm.
[AGENT][NEUTRAL] OK, I'll come asking for you that day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] gracias.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Mhm. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.