AccountId: 011433970860
ContactId: 7413bebf-7de4-4feb-a2a5-c830ea5c46eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 921469 ms
Total Talk Time (AGENT): 203502 ms
Total Talk Time (CUSTOMER): 482163 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7413bebf-7de4-4feb-a2a5-c830ea5c46eb_20250527T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, who's who's this?
[AGENT][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from claims. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. [PII], I have a group number 22525 on the line.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] When she go and try to open the email.
[CUSTOMER][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?
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So would you be able to assist her um with this matter with the bill and possibly she wants to pay it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, hold on, let me see if I pull.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] To survive
[AGENT][NEUTRAL] OK, and the only invoice that they have due is June from what I can see in [PII] but I can't see.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah, you can transfer her and I can just tell her that she'll probably have to try again later, um, because we're having issues with OSC.
[CUSTOMER][POSITIVE] Perfect. She already knows that she's gonna be transferred or she comes. Thank you very much. You have a good day.
[AGENT][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, uh, can I get your name, please?
[CUSTOMER][NEUTRAL] Hi, excuse me, do you speak?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, can I get your name, please?
[CUSTOMER][NEUTRAL] Yes, please, uh, it in Spanish.
[AGENT][NEUTRAL] Um, I don't speak Spanish. Um, if you would like, I can get, um, [PII] back on the line.
[AGENT][NEUTRAL] If I, so if you need um him to translate with us.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Um, give me one second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] We're one of the I'm gonna pay to conquito.
[AGENT][NEUTRAL] Hey, is this [PII]? This is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Oh, hi, [PII]. How are you doing?
[AGENT][NEUTRAL] Hey, um, the person that you transferred to me, um, she said that she needs Spanish, um, so I was wondering if you could, uh, stay on the line to translate while, um, I try to see if I can take her payment for billing because she didn't understand what I was saying.
[CUSTOMER][POSITIVE] Got it, yeah, I'm so sorry. I should ask her uh if she speaks um English. That's my fault. I can stay on the line with you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, let me join the call.
[AGENT][NEUTRAL] Hi, um, I have [PII] um back on the line. Um, he's gonna help us uh get through taking this payment.
[CUSTOMER][NEUTRAL] So you uh and the.
[CUSTOMER][NEUTRAL] One of the.
[CUSTOMER][NEUTRAL] Buenos seem informamiera brique uh taitando a para traduir the.
[CUSTOMER][POSITIVE] respect to la cuenta cao.
[CUSTOMER][NEGATIVE] See lo que pasa ta tao porquere yeah a link paraquea el pagomeno the the premier.
[CUSTOMER][NEUTRAL] Endo and if that technica sala nosapo parameterme vermi fatura oh no you are [PII] correo.
[CUSTOMER][NEUTRAL] Purest until um
[CUSTOMER][NEUTRAL] The reason she's calling, as I mentioned before is that they received the email with the link where they can go online and pay this the the premium for.
[CUSTOMER][NEUTRAL] For the next month, uh, but when she was click on the link, apparently the link says that it's, it's broken or is not in service, so this is, that is the reason why she's calling to see if we can, we can send the bill directly to an email.
[CUSTOMER][NEUTRAL] Um, you know, the invoice directly to her email or if we can assist her paying this, this, uh, this premium online, I mean on the line right now.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Yeah, if you could let her know that um that error is happening because um there is we are having technical difficulties with the online service center right now um but I will send her the bill um to the email that we have on file so she can view it.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so we can send the email um the bill, the premium.
[CUSTOMER][NEUTRAL] Uh, directly to the email that we have on the file, is that right?
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK, perfect. Let me just tell her the, the reason why she's having troubles, um, accessing the link on my email, um, so [PII] main former receipt and the most difficult as techniques conres respect to uh lingo errata the link is include unillinoporeusque no where uh.
[CUSTOMER][NEUTRAL] El la cuentanab to know I mean.
[CUSTOMER][NEUTRAL] Podrias are correctoamodovimosmado el sine argo mean for mami company rata que cele puertegarelli voicetamente alimoquenemosen system.
[CUSTOMER][NEUTRAL] I see port.
[AGENT][NEUTRAL] And can you confirm with her the email is [PII]?
[CUSTOMER][POSITIVE] Perfect. Uh, so the
[CUSTOMER][NEUTRAL] [PII] [PII]. I'm sorry, you said [PII].
[AGENT][NEUTRAL] Yeah, [PII] is what we have.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] Info [PII].
[CUSTOMER][NEUTRAL] I mhm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Bree
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But we are saying that if we, if it's possible for us to send the bill to [PII].
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Or we need to, we strictly can use uh I mean we need to use the the the first.
[AGENT][NEUTRAL] I can send it to that one and um I'll have to copy the email that we have on file on the email as well but I can still send it to this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Absolutely see um informa que podemoselloa al correo informel info arova [PII] con they will form a mos apiarlo al primer emo mo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, and could you
[CUSTOMER][NEUTRAL] Tell me though, uh, I'm sorry, what you're saying.
[AGENT][NEUTRAL] No, I was gonna say, can you spell the info, is it info at um what is it? Rova?
[CUSTOMER][NEUTRAL] Aluminum. It's uh info at, let me, let me send you uh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And I am with that.
[CUSTOMER][NEUTRAL] aluminum.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Malomino in English. Uh-huh.
[CUSTOMER][NEUTRAL] OK. Um, [PII], the email is [PII].
[CUSTOMER][NEUTRAL] Igloo.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] by
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, just sent that over and then does she want to, um, make a payment or she wanna look over the invoice first and uh see.
[CUSTOMER][NEUTRAL] Let me ask her, uh, [PII] esperada invoice porellino revisarlo or quierospago dean the momento.
[CUSTOMER][NEUTRAL] It was tata man no [PII] el lapaya pagole.
[CUSTOMER][POSITIVE] Excellent, perfect, uh, [PII], uh, she's telling me that she's gonna wait for the email to review the, the invoice and then she's gonna call us to make the payment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. All right, that's fine.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, do you have any questions for you for her?
[AGENT][NEUTRAL] No, um, that's it. Uh, she wants to just give us a call back and ask for billing and, uh, make sure she knows that we have to, if we're taking a payment over the phone, it has to be a credit card or a debit card.
[CUSTOMER][NEUTRAL] OK, let me just tell her that, um, enera [PII] my informa my companyeraque el pagoer sister deerloa telefono solamente cerunaarta dereto or the devito.
[CUSTOMER][POSITIVE] Ah, OK, perfecto perfecto porque claudoino con la cuenta.
[CUSTOMER][NEUTRAL] SCS flaro is in excess and then Cina is that.
[CUSTOMER][POSITIVE] OK, OK, perfect. The one, so we see ohhalaquetamante isolo yamo de pao.
[CUSTOMER][POSITIVE] Perfect. Excellent.
[CUSTOMER][POSITIVE] Perfect. We can excellent, um, yeah, Bree, hello.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she hung up already uh she was telling me that she's gonna wait for the email, she's gonna review it and then she will call us back to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she, I think she also gonna wait to see if the
[CUSTOMER][NEUTRAL] The OSC is back. She's gonna try to make it. She's gonna try to make the payment first through there, but um, yeah, I know that we don't have an estimated time for the system to be restored, so she said that she's gonna wait for tomorrow. If not, she's gonna call us back and make the payment on, um, through the phone.
[AGENT][NEUTRAL] OK, yeah, I'm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. I think it's probably has to do with us, the moonshot thing launching tomorrow cause and like having the new OSC cause.
[CUSTOMER][NEUTRAL] Oh, tomorrow the, the, the.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, my mountain that's why, yeah, of course it makes sense why it's, it's, it's down right now, of course.
[AGENT][POSITIVE] But thank you so much for your helping.
[CUSTOMER][NEUTRAL] All right. Yeah, uh.
[CUSTOMER][POSITIVE] No, no problem, my pleasure. Like I said, I'm so sorry. It was, it was not a mistake. I should have asked her first, you know, if she speak English, so, you know, I shouldn't, you know, I should send that over to you like that.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] Without warning or anything.
[CUSTOMER][POSITIVE] I'm sorry, but yeah. Anyway, uh, if she calls tomorrow and it happens that you have the call, just don't worry about it. Call me back and, and I can assist you.
[AGENT][POSITIVE] OK awesome thank you have a good day [PII].
[CUSTOMER][POSITIVE] You too. Take care. Bye.