AccountId: 011433970860
ContactId: 6f4fd32c-f6ee-491e-ac73-5d8fbfa6c983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2318100 ms
Total Talk Time (AGENT): 481432 ms
Total Talk Time (CUSTOMER): 554796 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6f4fd32c-f6ee-491e-ac73-5d8fbfa6c983_20250520T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII] [PII] or con or gusto.
[CUSTOMER][NEUTRAL] One of the sold me [PII].
[AGENT][NEUTRAL] Morales.
[CUSTOMER][NEUTRAL] [PII], um just to um.
[CUSTOMER][NEUTRAL] You say like grandmo I say unru man say home.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] It's a queso was the power ok mm like let me got I like a full super trying out for it I don't clinica is see I don't see that don't get the grand melore they don't.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well donesta el prosento and at the momentopo telephone and cala jamaa.
[CUSTOMER][NEUTRAL] No cuatro quattro no dress.
[CUSTOMER][NEUTRAL] You're not gonna sue you.
[CUSTOMER][NEUTRAL] OK, and that is how they get.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] In the lalela.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they.
[CUSTOMER][NEUTRAL] Quadroapele is perodos cincoo cuatro cero erro.
[AGENT][NEUTRAL] OK, what verso direction electronico.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Lamento una de Florida re requironico silva recite.
[AGENT][POSITIVE] Perfect, what else, yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, Ucheque can beiamoso.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I don't check it out only.
[CUSTOMER][NEUTRAL] A correo the cuenta.
[AGENT][NEUTRAL] I, uh, from check for regular.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It may sequelainuevedos southwest quinceavenida.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But just when that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] There they go.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] See do you hear me?
[CUSTOMER][NEUTRAL] She she checks.
[AGENT][NEUTRAL] See, um, but yeser researchhapidio meal.
[CUSTOMER][NEUTRAL] Is she?
[AGENT][NEUTRAL] Yes yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, see El Chequeest the ecobradoliaventicinco demaro.
[CUSTOMER][NEUTRAL] Beinco.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then Cinco dema the quantoal checking the sta the quantoalcheque.
[AGENT][NEGATIVE] Oh no, see the sciento encuenta.
[CUSTOMER][NEUTRAL] I so.
[CUSTOMER][NEUTRAL] Mino.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Boy.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] Definitely yeah I mean definitely
[CUSTOMER][NEUTRAL] No I can understand me in the post and we check it elinco solo from a uh lagui not the moment.
[AGENT][NEUTRAL] Hello Dia Seguidoalventicinco.
[CUSTOMER][NEUTRAL] El venti teno uh reo encuentas india.
[CUSTOMER][NEUTRAL] And uh do condos in Amazon and Amazon to say concelo cuatro una pesojala or.
[CUSTOMER][NEUTRAL] Uh, but this is in Amazon.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You can be my dinner.
[CUSTOMER][NEUTRAL] Yeah something like that and I'm check it but I will.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I'm dela um tela dona de la polia.
[CUSTOMER][NEUTRAL] No, no, no, no, the, the nobel just second and check so no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Apele it one numeral necesita.
[CUSTOMER][NEUTRAL] OK, I'm a numeral checking, checking. OK, the numeral checking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 003.
[AGENT][NEUTRAL] Dress
[AGENT][NEUTRAL] Which one were they?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Those 3
[AGENT][NEUTRAL] rehoun.
[CUSTOMER][NEUTRAL] No, I'm going.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You look up by your name is and cuenta.
[AGENT][POSITIVE] And it is the wonderful.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] You know, it's also [PII] mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Osteosar jamara banco epe informacion de se check or you know notecuentra um otravaje numerous dosero res reso uh-huh.
[CUSTOMER][NEUTRAL] morning people they don't know that. Then I got a check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0333.
[AGENT][NEGATIVE] No, dosero.
[CUSTOMER][NEUTRAL] Oh sure Uno.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Ah ah prequebure, OK, yeah mama do do rere.
[AGENT][NEUTRAL] OK, seria demeloo traves seria Bee dosero.
[AGENT][NEUTRAL] Dress, rere Ocho.
[CUSTOMER][NEUTRAL] OK, Ben. 03 3 ocean.
[AGENT][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] OK, no erviacommenacoma. OK, and numeral is do sero trerereochoueve.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do reo.
[AGENT][NEUTRAL] I see. Mhm.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Tres reso rerere.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Andre, mhm.
[CUSTOMER][NEUTRAL] OK, I'm home I will call lasting.
[CUSTOMER][NEUTRAL] Check.
[CUSTOMER][NEUTRAL] Let me just go.
[AGENT][NEUTRAL] Unaoita um Utepago directamente uh elite imaging.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Yeah, and does it.
[CUSTOMER][NEUTRAL] Tacoma like the del banco.
[AGENT][NEUTRAL] OK, OK, OK, OK, study and see this curpe no el check febia elite so ineke yammara lique move and borso.
[CUSTOMER][NEUTRAL] OK, Nebo is a number of.
[AGENT][NEUTRAL] Eli on the one like the demon.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Donlele elexam.
[AGENT][NEUTRAL] The lead imaging is.
[CUSTOMER][NEUTRAL] And tell them that.
[AGENT][NEUTRAL] No, resimore clamo primero de parte delos.
[AGENT][NEUTRAL] The most
[CUSTOMER][NEUTRAL] No, no, no, no, we can ye the end of the.
[AGENT][NEUTRAL] OK, then
[CUSTOMER][NEUTRAL] I see I don't.
[AGENT][NEUTRAL] OK, senora Morales mosaeralorquetamolafeerio.
[CUSTOMER][NEUTRAL] No, you know, cue and labea foresa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 989.
[AGENT][NEUTRAL] OK, the store is at [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can now open for a moment to thing for [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Gracia dances and Morales.
[CUSTOMER][NEUTRAL] See no I mean I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Liso loqueo for, um, jaletodolos pe jaletodo re clamo chemo rescia OK [PII] says, um, it miac um Cel MRI que pagamos and marso espar and MRI teles on de la cabeza um guess brain stem.
[CUSTOMER][NEUTRAL] It was so crazy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, nomos, er, lo documentoreamente doctor iposoqueselepago directa mental doctor so aostiquetener um pago extra yes a pago extra celotique auste.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Laura saturday.
[CUSTOMER][NEUTRAL] In una unatra.
[AGENT][NEUTRAL] Common beat no.
[CUSTOMER][NEUTRAL] Tata I send your recline.
[AGENT][NEUTRAL] Nove a docuojalo documento can queloquelo reclapareclamos.
[CUSTOMER][NEUTRAL] that genre.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For me it's a it's a casa.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And as I said er I don't yeah I just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When I no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] No, no tenemos nur reclamo personal de parteuste tolo reclamocamor recivido and cido directamente del provedo deerio.
[CUSTOMER][NEUTRAL] Yeah more a pro or not the pue no not econo yammar who he ok and errata OK OK no I know it when.
[CUSTOMER][NEUTRAL] A ground.
[AGENT][NEUTRAL] Mwa said this conquienablo porque nofacono so no demoun documentoa nada nomos rescinanovito de lanotas not no notta unayama persona cono so conquilo.
[CUSTOMER][NEUTRAL] She aos.
[CUSTOMER][NEUTRAL] The rea.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] yeah, in persona mayo.
[CUSTOMER][NEUTRAL] lore.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In.
[AGENT][NEUTRAL] No, it's what I tell.
[CUSTOMER][NEUTRAL] Yeah, what I also of the Amarain now they get a lot of panole.
[AGENT][NEUTRAL] Siloga ginquelaju toquefola persona que lele el seguro yeah yeah fola queen cargo eltrami lomas and the era of like deso yeah uh jameapeleique and pago ami al provedor deciosque quepodemoer para que sepago extra elite.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, porque commolegenremente acamores and relamo que espermente quevegauste and does this nose fuel la platicano you know remos notta de loquepao coneja cona personaquela judo and conaqueineque chicarabe commoueque trait lounge lead it dequecueldo quelivamanda uh-huh.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Muna colepoderotra.
[CUSTOMER][NEUTRAL] But are you in personaquenola.
[AGENT][NEUTRAL] Sibile no correlapode opia delica the beneficio um querebiionaopia as electronico.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, you don't like you know the eel claqueleo promo.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes or no, OK, a grace in una que palama.
[AGENT][NEUTRAL] Cse Morale.
[CUSTOMER][NEUTRAL] OK, I, I am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Seelica in the.
[CUSTOMER][NEUTRAL] Yo yaya you know.
[AGENT][NEUTRAL] Um, demo momentitole wonbila copy as as electronico laliasion the beneficial lake lebiam check and numero the check quela cantidacheque condolechequetos inform the beneficio eso.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Oh I like
[AGENT][NEUTRAL] Yeah loqueo nobiar para clamar esolopomogenbier um peroscio demogenbier e comprovante deque process samore clamo de quelebiauncheque and numero dechequela can decheque la fela processamocheque ok.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the momentaito ellovierestaopia, uh, a electronico.
[AGENT][NEUTRAL] Hello yeah.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Nicolemente la fechequeracheque fuel vent cinco so rauntareo paraqueos check so yeah you pago to inform calebayeva ok.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Thereinco and I.
[AGENT][POSITIVE] Correct, I see, yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Elsa.
[AGENT][NEUTRAL] Chi correct I see yes.
[CUSTOMER][NEUTRAL] 00333 Ocean Way.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You be.
[AGENT][NEUTRAL] It's a process moquera electronic.
[CUSTOMER][NEUTRAL] Oh, OK, no, no, I'm so your credit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Lito Jalib Corolao.
[CUSTOMER][POSITIVE] OK, blessing me.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, Basecommo care team.
[CUSTOMER][NEUTRAL] No no no no don't.
[CUSTOMER][POSITIVE] Well I hope you about the chef.
[AGENT][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, Gracia.
[AGENT][NEUTRAL] Yeah, OK, ocasitamente um no sextamente conqueloorque me mahinoya is not sus system per and then no sotro and don't say queosa tra the comune carsecona questamenteloqueyaisoma.
[CUSTOMER][NEGATIVE] See no no in contact.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] De la personagua I am a.
[AGENT][NEUTRAL] See incuquecosa um leva de querese his nostrapanjina web and I'm a public puntocomuede er uh cer scuenta imiral tolo reclamochemo resoloquemo processadoloquemo processado yeah yeah bare to an informacion OK.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] Yeah, you know.
[AGENT][NEGATIVE] No, no, no.
[AGENT][POSITIVE] No, not the cope no problemma good thing I went the Morales.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] See what.
[AGENT][POSITIVE] You're right, yeah, that's it.
[CUSTOMER][POSITIVE] I got you.