AccountId: 011433970860
ContactId: 3a56d59e-4434-4bc4-a163-1aa72afd6cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1110359 ms
Total Talk Time (AGENT): 316621 ms
Total Talk Time (CUSTOMER): 568854 ms
Interruptions: 27
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3a56d59e-4434-4bc4-a163-1aa72afd6cad_20250603T17:58_UTC.wav
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[AGENT][NEUTRAL] grapelelaus.
[CUSTOMER][NEUTRAL] See, we gonna have the conquenolo.
[AGENT][NEUTRAL] One son.
[CUSTOMER][NEUTRAL] So it tell me no no the la compania shine spicy USA.
[AGENT][NEUTRAL] And I'm gonna do that.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEGATIVE] palapa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In a for for internet pero says.
[AGENT][NEUTRAL] OK, no, so, um, telephone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Tresco says quatros.
[AGENT][NEUTRAL] Ok, may have cincose de cuatro noventae.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It cuenta.
[AGENT][NEUTRAL] one moment. Let me have you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, [PII] or solamente.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Uh, no, you you put you and your tenia el el user to tenia [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, on the joint I sort of look at you see I join track on er locate user password peroa loque mesanel online service center in me log in Juare osa is all los paos.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] [PII] el password [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Any?
[CUSTOMER][NEUTRAL] The me this APL user details verification is necessary. Please check send button email address justta you may just send very verification code condo you me [PII] amico you will intro upon early a go it out log in and theta theta you know no no.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uses or biore his track completamente and the other year or no see.
[CUSTOMER][NEUTRAL] [PII] Oi oi.
[AGENT][NEUTRAL] Oi, and the other way, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, then I need them.
[AGENT][NEUTRAL] In my body, but if you can umbrella company direction.
[CUSTOMER][NEUTRAL] Sunshine Spice Corp and OK.
[AGENT][NEUTRAL] The group.
[AGENT][NEUTRAL] See, see, you know the direction.
[CUSTOMER][NEUTRAL] Come.
[CUSTOMER][NEUTRAL] Laws that they say Miami Claudia rosie.
[AGENT][NEUTRAL] Yes, electronic.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Then I say [PII].
[AGENT][POSITIVE] I think that yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, per line.
[CUSTOMER][NEUTRAL] Mhm, yeah, that's.
[AGENT][POSITIVE] Yes you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Graciape.
[AGENT][NEUTRAL] you know this, OK, um, bueno estuviend Parese no I inglema con consulo pero demeteuerba traves a erratodo ibaian tra traves Ivamos inarlo traves OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] You put an employee and send me an email I'll see.
[CUSTOMER][NEUTRAL] You say invoice not not.
[CUSTOMER][NEUTRAL] You said your most recent invoice is now available online for easy access. Click here. I don't know click here. I don't look que and prego.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, Baja Baja directament a website porque esque is a cameo no esliado is a link lova directamente.
[CUSTOMER][POSITIVE] Um, our website, it's good.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] hands and mhm.
[CUSTOMER][NEUTRAL] Uh, don't how they put it to see in a.
[AGENT][NEUTRAL] OK, but I am a [PII] or [PII] secure. Im [PII] la [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Play [PII].
[CUSTOMER][NEUTRAL] Let me pull it.
[AGENT][NEUTRAL] Mhm. I'm a [PII] so no I click on sign in.
[CUSTOMER][NEUTRAL] But I can find.
[CUSTOMER][NEUTRAL] It's I am a public.
[AGENT][NEUTRAL] Uh-huh, I mea manera [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is the medijoque creola cuenta oil o correct.
[CUSTOMER][NEUTRAL] Ootraps.
[AGENT][NEUTRAL] T.
[CUSTOMER][NEUTRAL] This is supplementary insurance for brokers.
[CUSTOMER][NEUTRAL] P
[AGENT][NEUTRAL] Um, I see, so I click on sign in.
[CUSTOMER][NEUTRAL] And so I'll click on finding.
[CUSTOMER][NEUTRAL] Yeah, I see my brother can do that.
[CUSTOMER][NEUTRAL] Hold on, OK, a contact APL American Public Life.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mexic bar bar barrios and that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, no, [PII]. I'm a [PII] I got click and a [PII] decision matters yeah, I don't [PII] er.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] matters.
[CUSTOMER][NEUTRAL] This.
[AGENT][NEUTRAL] APL decision matters.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bassa [PII] supplemental insurance for brokers and imo soloa click andesa.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, you it says sign in. Yeah, you click.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK. This is vital.
[CUSTOMER][NEUTRAL] No, well, they may say welcome to the online service center.
[AGENT][NEUTRAL] OK, I click on login.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dana will be travis send verification code.
[AGENT][NEUTRAL] Uh-huh, but it says to email it to send I click on send verification code.
[CUSTOMER][NEUTRAL] Uh-huh uh-huh.
[CUSTOMER][NEUTRAL] Does this Jammi dad in me in my email.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, so you what.
[CUSTOMER][NEUTRAL] No condo condomilami pajina quelos solicitando ella otra is welcome to the online service center [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] come on to this sin.
[AGENT][NEUTRAL] So Lapajin upon.
[AGENT][NEUTRAL] OK, so to una caja separa noves unacaja separa.
[CUSTOMER][NEUTRAL] No, that you're saying the APL decisions matter to me no.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] This a broker resource center to make a claims informs claim status is signed in Joco sign in [PII] and APL. Welcome to the online service center condealel Dana USA verification code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per verification call fajina yeah.
[AGENT][NEGATIVE] Estaotra caja taviendo questa logging tata circullodaokuponcaa otra tap cario apar que esta quepoga code go mira tab abierto.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] T.
[CUSTOMER][NEUTRAL] Preo solo no, no, not Tinma, no, no tima Tango spin tango uh like a broker resource center APL OSS a online service center.
[AGENT][NEUTRAL] Canoesa.
[CUSTOMER][NEUTRAL] no no I just you you you know no no no mm see himlo aotra you said you so intra intra pajin loquino do you miss salo.
[AGENT][NEUTRAL] No, no, no, no, no er no que separent paramente fern, um.
[CUSTOMER][NEUTRAL] The amirane me verification ehubaparing resaleonel line just sale yeah el solo esale mepone mepole logging.
[CUSTOMER][NEUTRAL] Disabled.
[AGENT][NEUTRAL] OK, see select intendi endo, um, OK, the heme.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mm, I don't know ultra ultra trou uh-huh.
[AGENT][POSITIVE] OK. Well that does sound no wrong.
[CUSTOMER][NEUTRAL] Hm?
[AGENT][NEUTRAL] A chrome or no?
[CUSTOMER][NEUTRAL] It's to youandos.
[AGENT][NEUTRAL] OK, uh, a part.
[CUSTOMER][POSITIVE] See look at basket thing well.
[CUSTOMER][NEUTRAL] and they.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't mind.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] Yeah, I'm an email for a call. Oh I'm not here I.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] 14 I got.
[AGENT][MIXED] Mm, no, no, no problem, no problem, but I see a a a a complica strata.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] May you a like chanceminaroit on no like not me I said no process right just me hordelo dema.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh, love you.
[AGENT][POSITIVE] Seevatante moanando de versipuncionare and tostamos and a processo tamostamore and the book and want.
[CUSTOMER][NEUTRAL] Hm hm.
[CUSTOMER][NEUTRAL] See la or look at but get but in my opinion in me concepto de ian condo condo is a long line it's a very yeah but it's a tela cajita you know and no noiquescommocultacommolaque.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Sikamo quesoulta uh-huh mhm.
[CUSTOMER][NEUTRAL] No soultata inorriva yeah you don't need it in a do la dospajaviertas person knowcuenta you know they mola mola sex immara in el the the call the very because you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Please you much chimi this is I know who can get us yes no Ila la tracosa take it premon.
[AGENT][NEUTRAL] No, no, that makes for.
[AGENT][NEUTRAL] We lads.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ultimo invoice for 1.
[AGENT][NEUTRAL] OK, mm.
[CUSTOMER][NEUTRAL] Seque mina.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] It would be more fully paid.
[AGENT][NEUTRAL] My staff fully paid so era.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] It's scores in pago.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Please so theta is a questa.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, cincore.
[AGENT][NEUTRAL] The quino polosmohaca a caprese or in aseque el um el de nero uno fepaga nero says el de evero uno fepagado in erro ventinueve and the mar uno fepagaon elovent el diil uno paga abuno el de mayo.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] With Pagado and Mao.
[CUSTOMER][NEUTRAL] So we go to.
[CUSTOMER][NEUTRAL] Oh, OK, that's my fault. I say the whole.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK, sorry.
[CUSTOMER][NEUTRAL] Decor.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Then uh then I went up that way.
[CUSTOMER][NEUTRAL] No, that's all that yes bye.
[AGENT][NEUTRAL] No.