AccountId: 011433970860
ContactId: 57ee8ffc-cf35-4bb3-a3ea-9fa06754886e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252899 ms
Total Talk Time (AGENT): 104439 ms
Total Talk Time (CUSTOMER): 75460 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/57ee8ffc-cf35-4bb3-a3ea-9fa06754886e_20250424T14:32_UTC.wav
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[AGENT][NEUTRAL] We wanted.
[CUSTOMER][NEUTRAL] Siola buena min Nombre [PII] de la Compania for far.
[AGENT][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] Here que vido and and via pasado una carta on the menofica quetenpatrasado de noviembre pero segu joe est toyviendo aki.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Spago's a it's a invoice nomes a no concuerda san a pengocommo quejoya recivido a pagaes a invoice.
[CUSTOMER][NEGATIVE] Singargo tengo pagado er no nobiembe erra quepo demochealoravor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and no matter the group.
[CUSTOMER][NEGATIVE] Uno say erro Ochocuatro.
[AGENT][NEUTRAL] Not to give me the number for one.
[AGENT][NEUTRAL] It is for, for lips, parts and equipment.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, uh, so you sorry so state is in contacted the mascona company or right.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Perfect. uh, there's a for one department to the the relamos no information transfer and the department ben 7.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. So let me um just a moment.
[CUSTOMER][NEUTRAL] T.
[CUSTOMER][NEGATIVE] In a problem.
[AGENT][POSITIVE] Perfect. Excellent. Permita.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from claims.
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Very good, thank you. Can we have um
[AGENT][NEUTRAL] [PII] from group number 16084 on the line.
[AGENT][NEUTRAL] She's calling in regards of a letter stating that she um
[AGENT][NEGATIVE] There's a missing payment for.
[AGENT][NEUTRAL] Uh, [PII] and she stated she paid that and she wasn't sure why she's receiving this, this letter. Um, would you be able to assist her?
[CUSTOMER][NEUTRAL] Yeah, have you verified her information, the group's information?
[AGENT][NEUTRAL] I have verified, I mean.
[AGENT][NEUTRAL] I don't really know exactly how to verify uh the information of the person. She says that she's the contact that we have in her company.
[AGENT][NEUTRAL] How do you do that?
[CUSTOMER][NEUTRAL] EMPL
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and you
[CUSTOMER][NEUTRAL] Verify the the group's information um just send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She already knows that she's gonna be transferred.
[AGENT][POSITIVE] Here she comes. Thank you very much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.