AccountId: 011433970860
ContactId: 6ad4a52f-43df-48a1-8c71-880cddc954d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229529 ms
Total Talk Time (AGENT): 102320 ms
Total Talk Time (CUSTOMER): 75585 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6ad4a52f-43df-48a1-8c71-880cddc954d2_20250116T20:38_UTC.wav
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[AGENT][NEUTRAL] Augusto.
[CUSTOMER][NEUTRAL] When I.
[AGENT][NEUTRAL] We gonna starting.
[CUSTOMER][NEUTRAL] It cuentapolao.
[CUSTOMER][NEUTRAL] It a little bit of the ID.
[CUSTOMER][NEUTRAL] Medi comunicarse uh customer service in me.
[AGENT][NEUTRAL] OK, in uh the prolemaireso no the poliapele forward.
[CUSTOMER][NEUTRAL] And we say
[CUSTOMER][NEUTRAL] Crodo cuatroueve yesuevecinco sero.
[AGENT][NEUTRAL] and so on.
[AGENT][NEUTRAL] Sin Nombresno.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII] direct telephone socilia.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No [PII] painting of the cuarenta says [PII].
[AGENT][NEUTRAL] Which is electronic.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect for verification entitin correct.
[AGENT][POSITIVE] OK, perfect permiso.
[AGENT][NEUTRAL] So verification cuenta perfect no no I no I cuenta yeah.
[AGENT][NEUTRAL] Um, a pasapaopole on the this uh secure punto. I am a public punto converda.
[AGENT][NEUTRAL] option is the log in. It is a new user still click a new user.
[CUSTOMER][NEUTRAL] De facto.
[AGENT][NEUTRAL] Eco la primes. I'm an individual with an APL insurance policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. er so.
[AGENT][NEUTRAL] So seguro Social also no polia rose socia party.
[AGENT][NEUTRAL] So postal el correo electronico.
[CUSTOMER][NEUTRAL] OK, I guess so.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Esta.
[AGENT][NEUTRAL] See, no, I have a and no policy number.
[AGENT][NEUTRAL] She's a [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] [PII] seguro Sociallo member ID pero el member ID no no la [PII] so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII], yeah, so er the stava er the problem is.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No salamente much is in my gracia.
[AGENT][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] You bye bye.