AccountId: 011433970860
ContactId: 66c82f8e-56a7-44e5-97b7-5e23ddfc35a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331640 ms
Total Talk Time (AGENT): 117802 ms
Total Talk Time (CUSTOMER): 110773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/66c82f8e-56a7-44e5-97b7-5e23ddfc35a0_20250527T14:57_UTC.wav
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[AGENT][NEUTRAL] Maybe one of the years.
[CUSTOMER][NEUTRAL] Oh la mbulua Maria Erica.
[AGENT][NEUTRAL] One of the come on.
[CUSTOMER][NEGATIVE] Sequetago uno pagos el travajoerest ingres no no me carga el elli voice in meale que technique or
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On in.
[AGENT][NEUTRAL] In a
[AGENT][NEUTRAL] The premium parato group or parapolia.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and we put you in numerous group of systemmalesria.
[CUSTOMER][NEUTRAL] The tango is do dos cinco do cinco.
[AGENT][POSITIVE] think those things are perfect.
[AGENT][NEUTRAL] Let me tell you why I was caring for.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] On.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the information.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's what it comes in a bundle.
[AGENT][NEUTRAL] El Nombre de la Cos raceland raw sugar.
[CUSTOMER][NEUTRAL] No, is in Gea International Corp.
[AGENT][NEUTRAL] Be me.
[AGENT][NEUTRAL] See the group of you Hila International Corp.
[CUSTOMER][NEUTRAL] Claro is those.
[CUSTOMER][NEGATIVE] Uh huh, those those cinco insinco.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Eris number is Maria [PII].
[CUSTOMER][NEUTRAL] Right mhm.
[AGENT][POSITIVE] Perfect [PII] building the act.
[CUSTOMER][NEUTRAL] It is and we
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] He's loquetasus in the [PII] also going to perform nomilowe transferria or amismo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Get it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, good morning. I'm sorry, who's, who's this?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm good, thank you. [PII], I have a group number 22525 on the line.
[AGENT][NEUTRAL] Apparently they received an email uh for the invoice I believe is for this month and she was trying to pay this uh bill online but.
[AGENT][NEUTRAL] When she go and try to open the email.
[AGENT][NEUTRAL] I mean, not, not the email, the link that is on the email. Apparently it's not, it's not, it's not working. So she's calling to see if the, how can she get the invoice directly. Would you be able to assist her with that?
[CUSTOMER][NEGATIVE] Well, I actually, um, I think we are having issues with um OSC right now. Um, so it might just be that it's down because I can't um access OSC either. I'm getting an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] So, would you be able to assist her um with this matter with the bill and possibly she wants to pay it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, hold on, let me see and pull.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 22525
[CUSTOMER][NEUTRAL] OK, and the only invoice that they have due is June from what I can see in GRMAI but I can't see.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but yeah, you can transfer her and I can just tell her that she'll probably have to try again later and because we have any issues with OSC.
[AGENT][POSITIVE] Perfect. She already knows that she's gonna be transferred or she comes. Thank you very much. You have a good day.
[CUSTOMER][NEUTRAL] Oh,