AccountId: 011433970860
ContactId: 577b7c4b-2d48-4761-b020-678fd625b871
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 726510 ms
Total Talk Time (AGENT): 274853 ms
Total Talk Time (CUSTOMER): 234050 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/577b7c4b-2d48-4761-b020-678fd625b871_20250613T17:11_UTC.wav
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[AGENT][NEUTRAL] We want to settle these because.
[CUSTOMER][NEUTRAL] Blaenis corporation.
[CUSTOMER][NEUTRAL] Uh, yo porque in do I say erro cuatro.
[CUSTOMER][NEUTRAL] Uh username on email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Er er er er finances.
[AGENT][NEUTRAL] Use that contact toquestravajos pagos.
[CUSTOMER][NEUTRAL] corporation group name number what.
[AGENT][NEUTRAL] OK, medical number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Gim
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Amos, uh, intent is still like so in the, um, senorgamene cao queso canoeso traves so username [PII] pero esto cambio como de ver and then systemma la la la painnacabientosis but will be almosesque rear cuentae.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Apo masfasil the only sir is either on the create your OSC account is called group.
[CUSTOMER][NEUTRAL] You say agency or broker group can I get a group, OK.
[AGENT][NEUTRAL] Can I say group, correct.
[CUSTOMER][NEUTRAL] OK, yes, uh lament ok so yes entrando good number zip code phone number um.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Clara.
[AGENT][NEUTRAL] So I mean
[AGENT][NEUTRAL] Selamentotique include information and there is a group number and email on record olo unicoso quenesasitamosque solo unique.
[AGENT][NEUTRAL] It's una unozo.
[CUSTOMER][NEUTRAL] And user.
[CUSTOMER][NEUTRAL] He said no user was found it's gonna say email send me email emailer [PII].
[CUSTOMER][NEUTRAL] It's a small lo lo la cuenta.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Aroa healthyenesis punto.
[CUSTOMER][NEUTRAL] not
[AGENT][NEUTRAL] A health Genesis.
[CUSTOMER][NEUTRAL] Some po nose the cuo queso de la roque.
[AGENT][NEUTRAL] But is the persona.
[CUSTOMER][NEUTRAL] The print it out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, no, no, no volos finance la cloud no Ina la.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] E emotro broker and insectre una personayama Joan rea medijo er cue profile activvo confina.
[CUSTOMER][NEUTRAL] Uh, it's a auto email accounts payable at healthy system.com and say hello.
[AGENT][NEUTRAL] Abode the introduel deo eel reelect mio de Bernardini aroa held genesis pun.com I mea you got to see in the past.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is a continued
[CUSTOMER][NEUTRAL] Um, I mean, I'm, no.
[AGENT][NEUTRAL] Per me to me.
[CUSTOMER][NEUTRAL] OK, can I Poloco an email or OK.
[AGENT][NEUTRAL] La de verification.
[CUSTOMER][NEUTRAL] Pero and its and it's a moment uh.
[CUSTOMER][NEUTRAL] The American on the both things, yeah.
[AGENT][NEUTRAL] Clarole Diegodio de verification alcorre electronico de Bernardini arova [PII] come it's a correo queen system.
[AGENT][NEUTRAL] Yes [PII] invoices.
[CUSTOMER][NEUTRAL] Ok, [PII] correo.
[CUSTOMER][NEUTRAL] Yeah, yeah, I said the end of like at my mom they call you know.
[AGENT][NEUTRAL] Unabbecute rear la cuenta puede can secor electronicoreamente.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah I'm gonna I'm, I'm there.
[CUSTOMER][NEUTRAL] Yeah, can.
[CUSTOMER][NEUTRAL] Let me look at them.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, but it's American public life.
[CUSTOMER][NEUTRAL] This is on the lumbia.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] teams arova. I am a public punto come.
[CUSTOMER][NEUTRAL] The the.
[AGENT][NEUTRAL] Care teams.
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] See, see, correct. OK team aroba I am aubuntocom.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, you know I get a call.
[AGENT][NEUTRAL] Weintrosodigo esoba conquela person la cuenta is the persona [PII] a barramente login puea.
[AGENT][NEUTRAL] Uh, the core uh a laparta avajoue contra to intro introdu una contra pardon.
[CUSTOMER][NEUTRAL] And and get out of the
[CUSTOMER][NEUTRAL] No on the call you.
[AGENT][NEUTRAL] Dresso el el electronic over that.
[CUSTOMER][NEGATIVE] No way on in.
[CUSTOMER][NEUTRAL] They were not for electronico.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] The Bernardini atboa [PII] X correct.
[AGENT][NEUTRAL] See,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] SES.
[CUSTOMER][NEGATIVE] It's an error, no user found.
[AGENT][NEUTRAL] Do I say cuatro.
[AGENT][NEUTRAL] They were.
[AGENT][NEUTRAL] Nadini.
[AGENT][NEUTRAL] Arua
[CUSTOMER][NEUTRAL] The second on your second call.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Help [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh, see, I don't I mean to me because I'm not.
[AGENT][NEUTRAL] A fresco laina.
[CUSTOMER][NEUTRAL] Is it accounts payable?
[CUSTOMER][NEUTRAL] The accounts payable at Roa Health Genesis.
[AGENT][NEUTRAL] No loqueo electronicoquedula primerave as to de Bernardini and is reelectrono sociadoel group nooelectronic electro.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You lapo transfer departamento the care team perquila mejotas and buscarla formade reti el core electronico corre electronicocute deves is a pharmacy and access.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] no.
[CUSTOMER][NEUTRAL] B.
[AGENT][NEUTRAL] We still espanolia the the care team.
[CUSTOMER][NEUTRAL] No, look at I'm.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from Games.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] How are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good, thank you. um [PII], I have a uh a group on the phone who is trying to set up the account online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know what's going on because
[AGENT][NEUTRAL] I try to, to, you know, I, I key in the information and it gives me the, the next step where I have to put the verification code and the password and everything.
[AGENT][NEUTRAL] But when they try it,
[AGENT][NEUTRAL] They get the error. I was wondering if you can assist her.
[AGENT][NEUTRAL] The group number is 26604.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK 266-04.
[CUSTOMER][NEUTRAL] And this is the group on the line?
[AGENT][NEUTRAL] That is, yes, that is a group. The name of the person on the phone is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] That's for Health Genesis Corp.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can try to assist, yes.
[AGENT][POSITIVE] All right. She already knows she's gonna be transferred. Here she comes. Thank you very much.