AccountId: 011433970860
ContactId: 37501d00-9269-4f2b-adf5-afb0593f7751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223539 ms
Total Talk Time (AGENT): 103046 ms
Total Talk Time (CUSTOMER): 59924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/37501d00-9269-4f2b-adf5-afb0593f7751_20250613T17:53_UTC.wav
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[AGENT][NEUTRAL] But.
[CUSTOMER][NEGATIVE] Oh [PII] and representation del Hennessy corporation.
[AGENT][NEUTRAL] And this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma pao erianoest representante human resource in the city online parapa problem per pagar no pa and you are parapa dete invoice del.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] perform in that in no matter the group or.
[CUSTOMER][NEUTRAL] See Bentierro cuatro.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Health Genesis Corporation.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect [PII] and even I mentioned I cannot not in access oral system am I correct.
[CUSTOMER][POSITIVE] See correct.
[AGENT][NEUTRAL] My my yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And bills assist el pago de lingo to you and.
[CUSTOMER][NEUTRAL] Effect.
[AGENT][NEUTRAL] Um, no, I meant to say set up de la cuenta.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Any moment perfect [PII] no you prefer momentola transfer you over OK, muchisima gracias.
[CUSTOMER][NEUTRAL] CC
[CUSTOMER][NEUTRAL] See, no. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling AP. This is [PII].
[CUSTOMER][NEUTRAL] Can I help you?
[AGENT][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from Clas.
[CUSTOMER][POSITIVE] Thank you for calling APO is.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Yes, I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you for asking. Um, can we, I have group number 26604 on the line. They're trying to make a payment.
[AGENT][NEUTRAL] Um, they try to use the portal, but for some reason they have, they don't have access to it, um, so they wanted to see if they can pay.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] With a credit card.
[CUSTOMER][NEUTRAL] With the credit card?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, on phone.
[AGENT][NEUTRAL] I'm sorry, can you repeat that? The, the call is breaking out.
[CUSTOMER][NEUTRAL] Who's, who's on the phone?
[AGENT][NEUTRAL] I, I, I, I don't understand what you're saying. I'm sorry.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Who is on the phone?
[AGENT][NEUTRAL] Who's on the phone? Uh, the name of the person on the phone is [PII] Um
[AGENT][NEUTRAL] I'm not sure she's still.
[AGENT][NEUTRAL] The contact that we have in the company.
[AGENT][NEGATIVE] I doubt it. [PII].
[CUSTOMER][NEUTRAL] Have you verified any of the information?
[AGENT][NEUTRAL] No, I do not.
[CUSTOMER][NEUTRAL] You can send them to me.
[AGENT][POSITIVE] Alright, she already knows she's gonna be transferred. Here she comes. Thank you very much.