AccountId: 011433970860
ContactId: 771742c9-0d03-472a-adaf-c210fc463cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1288979 ms
Total Talk Time (AGENT): 213308 ms
Total Talk Time (CUSTOMER): 534105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/771742c9-0d03-472a-adaf-c210fc463cd3_20250307T17:04_UTC.wav
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[AGENT][POSITIVE] Moibuenoses gracias apele miliar.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's pago for teleo.
[AGENT][NEUTRAL] See wastinia Nummiro delrupo.
[CUSTOMER][NEUTRAL] Plumero del Grupo esos says ochoro ro.
[AGENT][NEUTRAL] OK. I call Nombre del Grupo.
[CUSTOMER][NEUTRAL] E Grupo ayama Puerto Viejo wines.
[AGENT][POSITIVE] OK. I love the axion.
[CUSTOMER][NEUTRAL] La Deion is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK gracias, you call us and limited the telephone Oserio.
[CUSTOMER][NEUTRAL] telephone.
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Tretos.
[AGENT][NEUTRAL] OK, classes, is the name was on email us the email.
[CUSTOMER][NEUTRAL] They, they even say esse [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, gracias [PII] uh.
[AGENT][NEUTRAL] I got the invoice is 15 year limit of the invoice.
[CUSTOMER][NEUTRAL] No, it's because it's a problemma nootro somos mvos to aviano tengu access online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK, so checking on the little mamadita.
[AGENT][NEUTRAL] OK. OK, what is still here, uh, stillablingla?
[CUSTOMER][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] OK. Necesito Transa Yamada uh department of the billing.
[AGENT][NEUTRAL] At the prosa del Pago.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And you put in uh aaric on a um access in their websitetbian.
[CUSTOMER][POSITIVE] Oh perfecto gracias.
[AGENT][NEUTRAL] Mm graciaalte Motito por favor.
[CUSTOMER][NEUTRAL] Gracias.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] It's me again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, I'm sorry to keep bothering you. I've got a group on that wants to pay their invoice, and he said they don't have access online yet. I don't know why they don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, because he probably hasn't set it up what's the group number?
[AGENT][NEUTRAL] Group number 26844.
[CUSTOMER][NEUTRAL] He's on the phone.
[AGENT][NEUTRAL] I couldn't, uh, [PII], I verified all of his information.
[CUSTOMER][NEGATIVE] Yeah, they haven't set it up that's why they don't have access.
[AGENT][POSITIVE] Uh, I could have helped him. Um, I'm gonna stay on the line because he did call the Spanish line just in case you need me.
[AGENT][NEGATIVE] I don't think you will.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And he didn't have an invoice or anything.
[CUSTOMER][NEUTRAL] Let me pull it up and look.
[AGENT][NEUTRAL] I went to um on base and.
[CUSTOMER][NEUTRAL] Yeah, they've got a March outstanding invoice, but that was just sent out like 2 weeks ago. You can send them to me.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Or you can put them on there.
[AGENT][POSITIVE] Yeah. OK, thanks.
[AGENT][NEUTRAL] Ser here
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Gracias [PII]. The name was [PII].
[CUSTOMER][POSITIVE] We gracias.
[AGENT][NEUTRAL] Home pla. OK a ambientemo website [PII] has a cuenta.
[AGENT][POSITIVE] I secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK. OK. All right, [PII], he's ready and I'm just gonna stay in case needed for translation.
[CUSTOMER][NEUTRAL] OK, um, let's say you're wanting to pay the March invoice in the amount of $473.84 is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct. Alrighty, let me get all of this entered real quick and then I can take that payment for you.
[CUSTOMER][POSITIVE] Great, thank you. No problem.
[CUSTOMER][NEUTRAL] All right, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello? Yes, sir.
[CUSTOMER][NEUTRAL] OK. The card, the card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] The, the name is [PII].
[CUSTOMER][NEUTRAL] The the company's name. OK. And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Security code, give me one second, it's [PII].
[CUSTOMER][NEUTRAL] Thank you. And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and um [PII]. Is that a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Uh, which one? Could you please repeat it? Uh S [PII]. Yes, sir, is that a good email address?
[CUSTOMER][POSITIVE] Yes, that's right, let me finish processing this.
[CUSTOMER][NEUTRAL] Alrighty [PII], that's been processed and the confirmation number has been emailed. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, great, thank you. I don't know if, if, if, if, if you have time to help me create the the account. I don't know. I already, I already received it.
[CUSTOMER][POSITIVE] The confirmation great, perfect. Alright, let me finish on this uh hang on one second. Let me, let me finish doing this one real quick and then I can help you get that set up, um, in the meantime you can go to [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do that.
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] the secure.Am[PII]. Yes, sir.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] No, this site can't be reached. Hm, I really.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] you to Mandao on email [PII] is me an EL website.
[CUSTOMER][POSITIVE] Ah perfecto gracia.
[AGENT][NEUTRAL] To Yellow Monday. Yellow Monday.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I just emailed him
[AGENT][POSITIVE] The um navigation help guide.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] So that would help you get that set side up.
[CUSTOMER][NEUTRAL] Yeah, that's the one that I.
[CUSTOMER][NEUTRAL] Your sister, uh, OK, got it. I'm here.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yes, so you'll click on new user.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] You'll choose employer or group uh huh. And then the next one is you'll enter um the information exactly how we have it in the system for the group.
[CUSTOMER][NEUTRAL] So the group number, group, group number 2.
[CUSTOMER][NEUTRAL] 684-4
[CUSTOMER][NEUTRAL] Zip codes from the company.
[CUSTOMER][NEUTRAL] Um, the zip code that belongs to the billing address. [PII], yes.
[CUSTOMER][NEUTRAL] Um, that's our that's the, that's the physical address, um, we need the zip code for the billing address.
[CUSTOMER][NEUTRAL] I have it [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Yes. No, sir, we have a billing address of a PO box.
[CUSTOMER][NEUTRAL] Ah, you have a PO box?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] we simply change it. Give me one second. Let me look for it.
[AGENT][NEUTRAL] I'm gonna email him the insured's navigation as well so his employees can know there's only 3 but.
[AGENT][NEUTRAL] [PII] um.
[AGENT][NEUTRAL] Help guide for individualist time being, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Website
[AGENT][NEUTRAL] The individual.
[CUSTOMER][NEUTRAL] OK, I, I have the PO box number.
[CUSTOMER][NEUTRAL] [PII], ah, I have to put it here, no?
[CUSTOMER][NEUTRAL] Um, yeah, the zip code that matches that PO box.
[CUSTOMER][NEUTRAL] [PII]. Yes.
[CUSTOMER][NEUTRAL] I, I never go there but.
[CUSTOMER][NEUTRAL] [PII] OK and phone number?
[CUSTOMER][POSITIVE] Um, it's the one, it's the one that we have on file [PII]. Uh, that's, that's mine [PII]. Perfect. Correct.
[CUSTOMER][NEUTRAL] City, [PII]. Uh, uh, it'll be Homestead.
[CUSTOMER][NEUTRAL] Ah, the, the house, yeah, the, the PO box.
[CUSTOMER][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] Email on record is mine and the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Emm on record state [PII]. OK.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] OK, employer, thanks a verification code has been sent to the email address we have on record.
[CUSTOMER][NEUTRAL] Check your email for a message on IPL service ta ta ta ta verification code. Let me see.
[CUSTOMER][NEGATIVE] No, I, I, I don't receive it.
[CUSTOMER][NEUTRAL] Oh, OK, got it. Online service center for the.
[CUSTOMER][POSITIVE] Any worries, thank you for that.
[CUSTOMER][NEUTRAL] I know this is, this, this instructions.
[AGENT][NEUTRAL] You're the
[CUSTOMER][POSITIVE] I'm waiting for another one.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Quinas online
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Parabelo beneficios Paverilamos Para and Premier Una Targetta Tambien.
[AGENT][NEUTRAL] S.
[CUSTOMER][NEUTRAL] Get I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], thank you for contacting APL. This is instructions for employee to create your online account. I know, this is the same one.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] La Quinta.
[CUSTOMER][NEUTRAL] Verification code, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, let me goolaora. This instruction is part of for uh for employees to create their online account.
[AGENT][NEUTRAL] He hasn't received the verification code yet, but that's but that's gonna go by text, right?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's gonna go through an email, um, um, he may need to check his um junk or spam email folder.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sorry, no, no, yeah galotro.
[CUSTOMER][NEUTRAL] I haven't received it. OK, what I'm gonna do is I'm gonna email it from my um email address and what you'll wanna do is copy and paste it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just emailed it.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Gonna take a few seconds.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Cry
[CUSTOMER][NEUTRAL] Yes verification code. OK.
[CUSTOMER][POSITIVE] Got it. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Based next.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And I have now um.
[CUSTOMER][NEUTRAL] Create your account.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Username it can be anything, no? Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] In 5 words.
[CUSTOMER][NEUTRAL] OK, email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] One uppercase character, so I have to put in the password.
[AGENT][NEUTRAL] Mhm. One uppercase, one lower case, one number, and one symbol.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, next, let's see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] If we suggest using a general department. I know your account has been successfully created.
[CUSTOMER][NEUTRAL] Now, uh, log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, me.
[CUSTOMER][NEUTRAL] OK, OK, I'm on, I mean, uh, let me ask a question, where can I put the automatic payment?
[CUSTOMER][NEUTRAL] We don't do any kind of automatic payment um you would um still have to log in each month and submit your invoice for payment um but you can put your banking account number and your routing number in and it will automatically save that so you don't have to enter that each month, but you would still need to log in each month and and pay the invoice.
[CUSTOMER][NEUTRAL] OK, dokey, perfect. And, and let me see, submitted invoices in both right now there is nothing, no, of course, there is nothing to pay. Um my employees recently, so that's it, no.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect. So the next time I just pay through the internet and that's it.
[AGENT][POSITIVE] That's right. Mhm.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK thank you very much. You're welcome and thank you for calling APL and then you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great weekend. You too.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's that, what's that?
[CUSTOMER][POSITIVE] Mucha gracias.
[AGENT][POSITIVE] Yeah, bye. Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm yeah.