AccountId: 011433970860
ContactId: 7777fd36-aef6-42b2-8f32-68e401ad6726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458279 ms
Total Talk Time (AGENT): 130776 ms
Total Talk Time (CUSTOMER): 180606 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7777fd36-aef6-42b2-8f32-68e401ad6726_20250620T13:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Gracia.
[CUSTOMER][NEUTRAL] Hola [PII] the doctor [PII] tengo um.
[CUSTOMER][NEGATIVE] Una cuenta conos tetratado de ingressa la cuenta Nora cuerdo password pero cuandolepogo el email queopus medi cano cuenta on record so queasa versus time me pueia you that.
[AGENT][NEUTRAL] OK, see, um, telephonica.
[CUSTOMER][NEUTRAL] C Trecerosino.
[CUSTOMER][NEUTRAL] Says [PII] chosero preunte por sharon.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK gracia in deco.
[CUSTOMER][NEUTRAL] See el de choro rocinco sero.
[AGENT][NEUTRAL] Yes I am a group or scuenta person.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Wells.
[CUSTOMER][POSITIVE] I enjoy that.
[AGENT][NEGATIVE] A group of scuenta person.
[CUSTOMER][NEUTRAL] when it's the only the the their group or the group of people.
[AGENT][NEUTRAL] OK, OK, repeat the number [PII] and maha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See [PII].
[AGENT][NEUTRAL] Gracia.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, for verifica la direction corre electronico.
[CUSTOMER][NEUTRAL] OK, nowexion cattenemos is the peron them is um the [PII].
[AGENT][POSITIVE] OK, perfect. So electronic electronico.
[CUSTOMER][NEUTRAL] Ok mama got up.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] See, is that correct? Mhm.
[CUSTOMER][NEUTRAL] I guess it is but um it's, ah, OK.
[AGENT][NEUTRAL] Yes correct. OK, uh, [PII] la poqueine querealla cuento travestragenamos un uh, email and [PII] if you look at a la cuenta to rear porquenos somos cambia la plata forma on the uh osamultro online service center.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so neo momentoloair, um, sister la pajina and secure [PII] uh the endque as I click on the create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The, OK, see, aquito, uh-huh, I donde sque over a group.
[AGENT][NEUTRAL] Uh-huh, group je guy is solamentevaer solo upon numer group e e electronico solo junio do que quena.
[CUSTOMER][NEUTRAL] OK, Aquito
[CUSTOMER][NEUTRAL] Oh no, yeah, you tabaando yeah.
[CUSTOMER][NEUTRAL] OK, OK, they have no mecorte paracelos.
[AGENT][NEUTRAL] No, no, no, see, no, no, no, no, no so I keep doing.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Little, yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ya entoses pogo el email el de sandra chi el le le diaerratito esseverda OK.
[AGENT][NEUTRAL] Uh-huh. I see, mhm.
[CUSTOMER][NEUTRAL] OK, OK, we have, we have la contra.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is present on that is a display name [PII] Nombre in the group.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And given name [PII]?
[AGENT][NEUTRAL] See a given name is [PII] um see see here nombre mhm.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and, and the surname?
[AGENT][NEUTRAL] And is there a you though?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You get them on, they will not.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, [PII] and also the [PII] solo I continue is go to the verses.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Yeah, it's been a momentido.
[AGENT][NEUTRAL] OK got it.
[CUSTOMER][NEUTRAL] I could ask you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh he's the car.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, D.
[CUSTOMER][NEUTRAL] Claim not 35 maybe and but if you got an email.
[AGENT][NEUTRAL] Lima correct to see can I get ver Lima.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yes, it says.
[CUSTOMER][NEUTRAL] 99.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] OK, you could. OK, yeah, I don't go to dashboard. OK, to say they log in the nuevo ippongo.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] In cave mass mhm.
[CUSTOMER][NEUTRAL] Maybe the see, uh-huh.
[CUSTOMER][NEUTRAL] Man
[CUSTOMER][NEUTRAL] Uh yeah, I don't know your name is.
[AGENT][NEUTRAL] Oh tell them for the one premier.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Hi, you never cookando.
[AGENT][NEUTRAL] Mhm, Italian tequila.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] is in the cuatro.
[CUSTOMER][NEUTRAL] Lito yeah.
[AGENT][POSITIVE] Yeah, perfect. OK.
[CUSTOMER][NEUTRAL] to tell maximum mucha gracias get tenod.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Then now you are mentele and gonna premonte.
[CUSTOMER][NEUTRAL] No, but is esosto gracias.
[AGENT][NEUTRAL] OK, then now they got Marrapele Wendia that's.
[CUSTOMER][NEUTRAL] Apple.
[CUSTOMER][NEUTRAL] See atalo.
[AGENT][NEUTRAL] That's, bye bye.