AccountId: 011433970860
ContactId: 581d5eba-6ecb-45e6-a89d-5361eb116ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 906679 ms
Total Talk Time (AGENT): 285722 ms
Total Talk Time (CUSTOMER): 189553 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/581d5eba-6ecb-45e6-a89d-5361eb116ce1_20250317T19:09_UTC.wav
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[AGENT][NEUTRAL] I'm gonna say this.
[CUSTOMER][NEUTRAL] So I thought.
[AGENT][NEUTRAL] We to Saturdays.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's I.
[AGENT][NEUTRAL] So your pos.
[CUSTOMER][NEUTRAL] See uh no matter how I went online.
[AGENT][NEUTRAL] And the isonapele.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do I.
[AGENT][NEUTRAL] Clear outpatient certificate number when hospital serve number in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] What what about what.
[CUSTOMER][NEUTRAL] Yeah, both say set.
[AGENT][NEUTRAL] muchisimas.
[AGENT][NEUTRAL] Coal is an umbrella company senior.
[CUSTOMER][NEUTRAL] Uh, PCS.
[AGENT][NEGATIVE] Medio dose erroochoste.
[CUSTOMER][NEUTRAL] You that
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Is number uh medioes.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK, permit and so on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So your direction.
[CUSTOMER][NEUTRAL] Both are the same you know.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] As he is.
[CUSTOMER][NEUTRAL] That's that.
[AGENT][NEUTRAL] group or person.
[CUSTOMER][NEUTRAL] No, but
[CUSTOMER][NEUTRAL] But I end up.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct, to see proto sila silent solamente person or espar group oseme person no.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Personal
[AGENT][NEGATIVE] It doesn't verific direction.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is so electronic copper.
[CUSTOMER][NEUTRAL] Right now it's hard about the people I know that you don't need the.
[AGENT][NEUTRAL] Which is you want to cuento in arguendo a problem [PII] bass dime.
[CUSTOMER][NEUTRAL] that's a
[CUSTOMER][NEUTRAL] They could go in the room.
[CUSTOMER][NEUTRAL] Yeah, they say yo yola, see.
[AGENT][NEUTRAL] I guess
[AGENT][NEUTRAL] What is the partial information [PII] incorrect answering your pain.
[CUSTOMER][NEUTRAL] And Social Security.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that, yeah, that means my social.
[AGENT][NEUTRAL] Mhm, and you know.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Correct, but, uh, bamosa corra informacione vamosa totale uh acre la cuenta er lass cosas and me.
[AGENT][NEUTRAL] la la cuenta otecuandovanos resinia and secure punto I am a pountocom leda cuatrocionesculaser synopses de la synops whose esco.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] say like like a like a prime so.
[AGENT][POSITIVE] Perfecto and apique introducapeido seguro Social digo postala electronics of scimento.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Erea is solamente ena or pea.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] See, no, no, at the end mereferos dosaperea dosapelos pena ok, perfect.
[CUSTOMER][NEUTRAL] So
[AGENT][NEGATIVE] El Seguro Somosma is uno chodos.
[AGENT][NEUTRAL] No and quarantine and.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Somos confirmselrere.
[AGENT][NEUTRAL] Cora electronico Pena is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ilanament to intro introduce of the video intro here is inin only aeror.
[CUSTOMER][NEUTRAL] So you've got
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] When I finish work.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let me say, I'll go see if I get down on my dog.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, like, uh, uh, no, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Mm, OK, 9 cuenta so start and those who don't exist in a cuenta, yeah.
[AGENT][POSITIVE] Perfect in terms.
[AGENT][NEUTRAL] Then you out.
[AGENT][NEUTRAL] On the other.
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] See Penna. Correct.
[CUSTOMER][NEUTRAL] E R C A R N A A.
[AGENT][NEUTRAL] Uh, RSAA correct, you see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Sort of permit the introillo linearacion a para la cuenta in sin.
[AGENT][NEUTRAL] You you know it
[AGENT][NEUTRAL] Medina mentor.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect. I see Soloman to kill uh esta el problem I see a KM problem.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] or connect.
[CUSTOMER][NEUTRAL] Oh, OK, that's it. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, good afternoon, [PII].
[CUSTOMER][NEUTRAL] Hello, yes.
[AGENT][NEUTRAL] Hi, this is [PII] from claims. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good thank you. [PII], I have an insured on the phone who is trying to create an online account but it seems like he has some troubles with it. Are you be able to assist him on this matter?
[CUSTOMER][NEUTRAL] Uh, yes, I can. Let me pull up the.
[CUSTOMER][NEUTRAL] Do you have his customer number so I can pull it up in the.
[CUSTOMER][NEUTRAL] Online service center.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This customer number is.
[AGENT][NEUTRAL] 0962718
[CUSTOMER][NEGATIVE] Um, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, and has it, his information been verified on the policy?
[AGENT][NEUTRAL] Yes, ma'am, I already verify his information and um everything seems to be correct. I don't know what is the reason why he's not able to create his account. I even tried to.
[AGENT][NEUTRAL] I'm sorry, but I get the error saying that.
[AGENT][NEGATIVE] Um, uh, he needs to contact customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] All right, let me, yeah.
[CUSTOMER][NEUTRAL] Uh, would you like to transfer him to me?
[AGENT][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] What do you like to do?
[AGENT][POSITIVE] Yeah, I think it's, uh, I think it's gonna be better if you, if you spoke to him directly, right?
[CUSTOMER][POSITIVE] Yeah, that, that will work.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, I just, I just saw your message. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me, let me go back to him and let him know that he's gonna be transferred, OK, just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So you're noticing?
[CUSTOMER][NEUTRAL] She gonna put.
[AGENT][NEUTRAL] [PII] prepares and contact quesillocono preuntas bore la cuenta abu transfer lauramimoer nomequeel perform.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] One