AccountId: 011433970860
ContactId: 55d5aded-c308-47a1-be12-aee855e8be81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302390 ms
Total Talk Time (AGENT): 132140 ms
Total Talk Time (CUSTOMER): 131606 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/55d5aded-c308-47a1-be12-aee855e8be81_20250211T14:14_UTC.wav
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[AGENT][NEUTRAL] With one of the.
[CUSTOMER][NEUTRAL] Er, bueno [PII].
[AGENT][NEUTRAL] We one of the way.
[CUSTOMER][NEUTRAL] Um, the sultaque nos er tengo nostos tenemos parapaganel linea er and poaquequela persona lo quelo tenia ese whose resano yeah innuaamotenola el can be a password near me in a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perorita mesa and passport to me tengodos call er lure the pana paramande coo pero uno os is ellio queano exist.
[CUSTOMER][NEGATIVE] tele telephone telephone la compare no ano quea combos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, queue.
[AGENT][NEUTRAL] OK, in the end, um, senior system put in that numeral group of the company.
[CUSTOMER][NEUTRAL] See uno cuatro 00.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It does
[AGENT][NEUTRAL] Iota de serumpago embargo is lonesita er actually el paso parapo de raerlo de majin.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Coretoreo nose porque resano jaciendo esto.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Normamentolo echo just paga peru cannaecho set up the la cuentaas senor pimente quecommolecome just a whoo.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I I know que quetenia puesel systemma er no esque steemara no cambiello porquese email [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero one oritai necesit are porque porque esita pago itbien mucho que vida lepier de la la jetalo ID cards and toes I can primi celos.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] a mere la.
[CUSTOMER][NEUTRAL] Achihota asphalt.
[AGENT][POSITIVE] Perfect. Well, uh, permits unit we contact on um.
[AGENT][NEUTRAL] In the par billing package.
[CUSTOMER][NEUTRAL] OK, that.
[AGENT][NEUTRAL] transferria and algu momento a solo quelos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] T
[AGENT][MIXED] Perfect. er er er no gracias.
[CUSTOMER][NEUTRAL] OK, that's it. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from claims.
[CUSTOMER][POSITIVE] Hey [PII], hey, I'm good. How are you?
[AGENT][NEUTRAL] How you doing?
[AGENT][POSITIVE] Very good, thank you. [PII], I have [PII] from group number 19,400.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I the reason she's calling is, well, she had two reasons. Uh, number one, she's trying to make a payment online, but apparently she has some troubles trying to log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, apparently the person who was in charge of this email before, he never updated, he never gave this information to anyone, anybody else in the company.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh, and this person is no longer with the company, so she needs to update the email and the password so she can be able to make the payments online.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you be able to assist, sir, with the situation?
[CUSTOMER][POSITIVE] Yeah, yeah, I can help her mhm you can send her to me.
[AGENT][NEUTRAL] All right, perfect. Um, let me just go back to her and let her know that she's gonna be transferred, OK? Just give me one sec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] [PII] for a line a jalaya transfer and the departmentmento de levair consoon.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] It does, yes.
[AGENT][POSITIVE] It's better.
[CUSTOMER][NEUTRAL] Send me
[CUSTOMER][NEUTRAL] Yes, yes, he was.