AccountId: 011433970860
ContactId: 43fb7e0f-aed4-4609-a8a9-c4a4c2d028d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1268040 ms
Total Talk Time (AGENT): 611832 ms
Total Talk Time (CUSTOMER): 454179 ms
Interruptions: 13
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/43fb7e0f-aed4-4609-a8a9-c4a4c2d028d3_20250603T19:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We're gonna survey except Ipele conquiguo.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Well see my when on Saturday.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Please you just put your link.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Conquena
[AGENT][NEUTRAL] You have no.
[CUSTOMER][NEUTRAL] O.
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] The kind sunshine being Mira can be a last photos.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] Nintendo.
[AGENT][NEUTRAL] Permis.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, momentum.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes yes
[CUSTOMER][NEUTRAL] You might do that.
[CUSTOMER][NEUTRAL] Lemons and telephone.
[CUSTOMER][NEUTRAL] Uh amazon filters you use.
[CUSTOMER][NEUTRAL] See, uh-huh.
[AGENT][NEUTRAL] See Melba grain of libertamento the care team for the.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Elementegulepodemos and via delivo for correo electronico.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] you still.
[AGENT][NEUTRAL] Whoselo revisa ricer pago just a congeta er dereto or the devito.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] OK, see you loop loqueno.
[CUSTOMER][POSITIVE] Mm nice and mhm.
[AGENT][NEUTRAL] On cargo CC Claroposo sentendoso escudo um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Noque mole let me no noqueroque cargo extra video claro tenemos moser mosque this tournament estimasen noes culpa is prescimentel can be the system of was uh I just uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Estepauo ma complica de loque.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Jena see me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ali
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][POSITIVE] When que que el el voice and tele teleroquemimoroque la la extension directparmente no no any problems pane.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, solamente perittame un unito boya uh communicaric con el departamente to whichever it is.
[CUSTOMER][NEUTRAL] OK, it's fine.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, who's this?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good how are you doing?
[AGENT][POSITIVE] Very good, thank you. This is autos, by the way, I don't know if you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry, I don't know if I told you that, um.
[CUSTOMER][POSITIVE] That's OK. I know who you are. You're good. What you got?
[AGENT][NEUTRAL] OK, I'm calling you in regards to a group number who is trying to um.
[AGENT][NEUTRAL] To pay the bill, uh, the invoice, unfortunately, um, long story short, they had to recreate the account. This person did this, but, uh, when she go to the account, she wasn't able to see the invoice, so she called us and somebody advised her that she can get into the group through the broker.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Online center which I know is incorrect because she said that that this person said that when, when she, when she tried that she couldn't see any invoice in it, so she called us to see if we can uh assist her with the with the online center to see exactly where she have to go to, to retrieve the invoice. However,
[CUSTOMER][NEGATIVE] Yeah, that's not right, yeah.
[AGENT][NEUTRAL] I advised her that um that if she's not able to see it right now, oh, cause this is the thing that she was telling me, when she go to the login page, um she said that the login was, you know, just like, like thinking, like, like trying to get up but never go through it.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] So, um, I advised her that we can send the invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the correct number?
[AGENT][NEUTRAL] Uh, via email, she can review it and then call us, uh, to pay that bill, um, with the credit card.
[CUSTOMER][NEUTRAL] Yeah, that's fine. What's the, what's the group number?
[AGENT][NEUTRAL] The group number is 23,250.
[CUSTOMER][NEUTRAL] Let me look at it. Hang on one second. 23,250.
[AGENT][POSITIVE] This is Sunshine Spice, yeah.
[CUSTOMER][NEUTRAL] Is she able to speak English?
[AGENT][NEUTRAL] Uh, she says she does speak English, but I believe it's, it's.
[CUSTOMER][NEUTRAL] The, OK, I'm just sitting in. Do you want me to email her the invoice is that?
[AGENT][POSITIVE] I can stay on the line. That's not a problem.
[CUSTOMER][NEUTRAL] Yeah, just stay on the line, uh, OK, do you want me to try to help her create the account or just send her the invoice?
[AGENT][NEUTRAL] I'm sorry, can you repeat that? You kind of break up.
[CUSTOMER][NEUTRAL] Yeah, that's, yeah, you want me to try to help her create the account or just send them the invoice?
[AGENT][NEUTRAL] No, the thing is that she already created the account and but she said that when she's trying to log in.
[AGENT][NEUTRAL] Um, the system, it, it didn't let her go in, you know, like, like, like this, uh, you know, when you press log in, that thing was just spinning, spinning, spinning.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so she, I, I, I guess she got, you know, she didn't have the time at that moment, so she, she closed it out and then reopen again and tried it again and nothing happened, so she called us and someone told her that she goes through the broker's uh center.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And she was able to get into the broker center. I don't know how that's, that's very interesting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, but she didn't see the invoice there, of course, of course, says she's not gonna be able to see the invoice there because it's not there, you know, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So I guess she has the account created already.
[AGENT][NEUTRAL] But she wasn't able to log in completely, you know, to, to retrieve the invoice, um, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was thinking maybe we can send the invoice right now so she can, you know, do whatever she have to do right now with it and then she can probably go back online and try to log in or maybe we can help her.
[CUSTOMER][POSITIVE] Yeah, I can send it here.
[AGENT][NEUTRAL] Uh, you know.
[AGENT][NEUTRAL] In that matters later.
[CUSTOMER][POSITIVE] Yeah, yeah, get her on the line and we'll we'll do whatever we can. That'll be fine whatever she needs.
[AGENT][NEUTRAL] OK. Let me, let me bring her to the, to the call, um, just to make sure, you know, cause I don't know if she's speaking English or not. I mean, she said she does but uh I'm not sure, so I, I'm gonna stay on the line, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] All right, here she comes.
[CUSTOMER][NEUTRAL] All right, thank you. What's your name again?
[AGENT][NEUTRAL] Um, and her name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Bra
[AGENT][NEUTRAL] [PII] and el telecono sotrosquenos pueda aar Imbiarte el invoice por correo electronicosa.
[CUSTOMER][POSITIVE] Cheers, sorry.
[AGENT][POSITIVE] Perfect. Uh, I can emaileria coming in but this information.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] See, uh huh.
[AGENT][POSITIVE] Perfect. Um, [PII], can you send the invoice to [PII] It's [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, I can. Um, let me get that done.
[AGENT][NEUTRAL] I'm sorry, [PII]. I'm, I'm, I can barely hear you.
[CUSTOMER][NEUTRAL] [PII], yeah, we've got that.
[CUSTOMER][NEUTRAL] Is it, is it [PII] or [PII]? No, no, no, it's [PII], is that net.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, is that Ned?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I'm sorry, [PII]. It's .net.
[AGENT][NEUTRAL] Any tea.
[CUSTOMER][POSITIVE] That's OK, no problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ittoses Melbao visarelisequetostereo el pago noses renosque demos and lainia para parapoer you said well I pagotajequeto um delomi companera gun cargo extra [PII], let me ask you something. she was asking me earlier.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] Yeah you happy at all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If, uh, when we, or when, when the group paid um the invoice uh with the credit card over the phone, is there any extra charge that we put on it or not?
[CUSTOMER][NEUTRAL] There's not, no, sir, there's not.
[AGENT][NEUTRAL] No, OK. And
[CUSTOMER][POSITIVE] There's no extra charge, yeah.
[AGENT][NEUTRAL] No, Melba, no ironing on cargo extra.
[CUSTOMER][NEUTRAL] I am in the process of emailing that to her right now.
[AGENT][NEUTRAL] OK, this let me just send me an email in just a moment though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Maplica mi companera que via queria de la cuenta.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, this a no avemosquelo quesapaando they don't know so like that.
[AGENT][NEUTRAL] He went into.
[CUSTOMER][NEGATIVE] reso loss.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Peroreo no no porque porella cuento.
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] No, no, no, see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I can see on the invoice.
[AGENT][NEUTRAL] R
[AGENT][NEUTRAL] OK. [PII], she said that she now apparently she have, she she have access to the account but she wasn't able to see uh the invoice there. Um, do you know if there's any glitch or, or anything that can prevent her to see this information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Which should not be.
[CUSTOMER][NEGATIVE] This should not be a group because I was able to see it on my end. I've got the instructions if, if you want to send those don't know, that's not it. That's not for the group.
[CUSTOMER][NEUTRAL] I think that's gonna be for.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hang on, let me look.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] See, in, in la pantame mesalle showing results for billing and may say meal no results.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], she says that she's in the uh other site right now and there is a
[AGENT][NEUTRAL] There's a part where it says uh billing showing resource and when she click that there it says no, there's nothing there.
[CUSTOMER][NEUTRAL] OK. I'm not sure exactly what she's clicking because I'm seeing it um.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Uh yeah, I, I apologize. Let me see, go back into it to make sure I'm not long, OK? Hang on.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You send the email already?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I did. I sent the email with the invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, general.
[CUSTOMER][POSITIVE] It makes us get there some updating on it. I can't say 100%, um.
[CUSTOMER][NEUTRAL] But I am showing that the invoice is open.
[AGENT][NEUTRAL] OK. Uh, no, she said she already received the email.
[CUSTOMER][NEUTRAL] You should be able to do it.
[CUSTOMER][POSITIVE] OK, OK, good deal.
[CUSTOMER][NEUTRAL] So she can um call back with the credit card if you like or I can take them now if she wants to make the payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See the thing just see [PII].
[AGENT][NEUTRAL] Perfecto. Uh, I mean she's ready to take the number. I mean, the, I mean, if you, if you're ready to take the number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, can you ask her if she's paying the full amount, the 1,62555?
[AGENT][NEUTRAL] I'm sorry, 1000? Oh, I mean, you're asking if she's paying the full amount or or partial?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 62555.
[CUSTOMER][NEUTRAL] No, it's full amount.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Full amount. OK, so I'm gonna do the 16255. OK, give me one moment I know I'm getting here.
[CUSTOMER][NEUTRAL] All right, I'm ready for the card number when she's ready.
[AGENT][NEUTRAL] Melba.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Permita Melva er medijo [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I gre.
[AGENT][NEUTRAL] Peron squares no.
[CUSTOMER][NEUTRAL] It's reveres.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, [PII], let me, let me give you the number because she gave it to me in Spanish.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] It's 4 it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. You're gonna get the expiration date?
[AGENT][NEUTRAL] La.
[CUSTOMER][NEUTRAL] Wait a minute. Go back and give me that.
[CUSTOMER][NEUTRAL] Kind of that number again on it said invalid. What's the card number again?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] The card number is [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Melba.
[CUSTOMER][NEUTRAL] OK, what's the expiration.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the 3 digit security code?
[AGENT][NEUTRAL] Is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Guro Cerrodos
[CUSTOMER][NEUTRAL] See mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]. OK. And the zip code?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] got to here.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. OK, I'm gonna process that payment.
[CUSTOMER][NEUTRAL] OK, was she like a confirmation number?
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] Would you like a confirmation number for the payment?
[AGENT][POSITIVE] If she wants a confirmation number, is that what you're asking because I'm so sorry the call.
[CUSTOMER][NEUTRAL] Yeah, I can. Yes, I can get that's OK. I know. I don't know what the deal is. Yes, it just ask her if she's like the confirmation number and I can give that to you.
[AGENT][NEUTRAL] OK, me premier sigueria er confirmation.
[CUSTOMER][NEUTRAL] AC.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, sure. It's 00177.
[CUSTOMER][NEUTRAL] G, I think that's.
[AGENT][NEUTRAL] I'm sorry, 00177.
[CUSTOMER][NEUTRAL] G
[AGENT][NEUTRAL] G as in goat,
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. So it's, so let me read it back to you. 00177G.
[CUSTOMER][NEUTRAL] That's it. Yes, sir. That's it.
[AGENT][NEUTRAL] OK, perfect. uh Melba numeral confirmation SL 00.
[AGENT][NEUTRAL] Uno.
[AGENT][NEUTRAL] He degao.
[CUSTOMER][NEUTRAL] OK, I.
[AGENT][POSITIVE] Perfect um.
[CUSTOMER][NEUTRAL] Is there a payment that don't email the the.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], are you'll be able to send her an email with the confirmation as well.
[CUSTOMER][NEUTRAL] I can, yeah, let me do that right now. Give me one moment. I'm doing that. Let's see.
[AGENT][POSITIVE] Oh, perfect.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] It's gonna be for the for the same um.
[CUSTOMER][NEUTRAL] how to do it in one.
[AGENT][NEUTRAL] It's the same email [PII].
[CUSTOMER][NEUTRAL] The same email only OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I'll find it. Give me one second. I figure out how to do it.
[CUSTOMER][POSITIVE] Yes, yes, I tell her I will send it to her. I, I just gotta figure out how to, how to do it again. I, I would definitely send her an email with it, OK? It'll be coming to her shortly. I, I don't want you on the line. I know there's a way to do it, but let me see. I think I just found it. Let's see. Yeah, I'm doing it right now.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] I understand, no problem.
[AGENT][POSITIVE] No problem. Uh, Melba Medicine.
[CUSTOMER][POSITIVE] Thank you for your patience. I appreciate it.
[AGENT][NEUTRAL] I'm sorry, what, what was that?
[CUSTOMER][NEUTRAL] I just sent it to her you should get the email. I'll just send her the email with the receipt.
[AGENT][POSITIVE] OK. No problem.
[AGENT][NEUTRAL] Uh, Melba me metami companera, er, one meeraque but it's a sin deli me momentolova prosimo minutos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, so she's about it.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] er.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] Unless the excellent the I wanna pay.
[CUSTOMER][NEUTRAL] But like.
[CUSTOMER][POSITIVE] Thank you honor.
[AGENT][NEUTRAL] No problem. She said that she's gonna be um on the lookout for that email with the confirmation.
[CUSTOMER][POSITIVE] OK, uh, you should get it momentarily. Thank you so much. I appreciate it.
[AGENT][POSITIVE] All right. Thank you. Appreciate it, [PII]. Take care.
[CUSTOMER][POSITIVE] Welcome. Alright, you too.
[AGENT][NEUTRAL] Bye.