AccountId: 011433970860
ContactId: 6762081b-ee5b-48b4-aceb-387ea92476c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256570 ms
Total Talk Time (AGENT): 91359 ms
Total Talk Time (CUSTOMER): 71299 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/6762081b-ee5b-48b4-aceb-387ea92476c5_20250110T14:39_UTC.wav
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[AGENT][NEUTRAL] We one of the.
[CUSTOMER][NEUTRAL] See Rodriguez corporation.
[AGENT][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII] one as he is coming up.
[CUSTOMER][NEUTRAL] See just amando porque era semos el pago for la poo.
[CUSTOMER][NEUTRAL] Peroque pasa er via porque in la pan Ia factura de reque nonos permita pa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It quesepago I mean you know for quesaliayla submitted invoices no no permit el pago online.
[CUSTOMER][NEUTRAL] Sibuaver.
[AGENT][NEUTRAL] In Tiano um.
[CUSTOMER][POSITIVE] Bank is safe, the same time.
[AGENT][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, multiti Florida Corporation.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII] pardon.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Betsy.
[AGENT][NEUTRAL] So [PII] Casalida persona and contact on a company but er ertoti transaction.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEUTRAL] OK, perfect. Well, uh, [PII] laque transfer department billing system or a small departmento de lamos the transfer or a sle and assist me or no yeah we OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Bedford.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah
[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 this?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from [PII].
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] [PII], I have [PII] from group number 26609 on the line.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And apparently she has some issues with some payments and she wants to get some help about it. Um, would you be able to assist her?
[CUSTOMER][NEUTRAL] Um, I could try. Let's see here.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] You get the number, right? The.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] The group is 26609 and her name is [PII].
[CUSTOMER][NEUTRAL] And I apologize, what was her name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure if she's to contact. She says she might be, but um I'm not able to verify that here.
[CUSTOMER][NEUTRAL] Uh sorry, I'm trying to get this all pulled up here.
[CUSTOMER][NEUTRAL] OK. And by chance did you get a callback number from her?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] No? OK. No worries. I can get it. No worries. Thank you. I can take her now.
[AGENT][NEUTRAL] No, I didn't. I'm sorry.
[AGENT][NEUTRAL] All right. Uh, she already knows that she's gonna be transferred. Here she comes, all right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye.