AccountId: 011433970860
ContactId: 8077fcb9-d3ec-4907-b16c-6cc231298756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237520 ms
Total Talk Time (AGENT): 86723 ms
Total Talk Time (CUSTOMER): 89504 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8077fcb9-d3ec-4907-b16c-6cc231298756_20250331T15:35_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Olasajo trava less computer system nootro saberla polia the impress on preta.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, the police are there.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I see that say one group number let me a key.
[CUSTOMER][NEUTRAL] Is the group in group information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me porque erogenta scientoiete.
[AGENT][NEUTRAL] 102C OK. Ola computer systems.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We weando specificmente pursue.
[CUSTOMER][NEGATIVE] No para group preta Joalore aceelect user but just cargada delo pagos no Joalore and lapare user Ia dise numerro decuenta el routing number account number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Parapagos or prescient yeah automaticamenta de cuenta logos uh gener automaticamente emo tracosa quelo pago devitados automaticamentesa cuenta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There's a system department to the claims as no no problemma make a transfer is soya al the department to the bill.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] The Renata.
[AGENT][NEUTRAL] Bremer.
[CUSTOMER][NEUTRAL] Area
[AGENT][POSITIVE] Yeah, perfect. I don't have that.
[AGENT][POSITIVE] Ena next moment perfect permito no gras.
[CUSTOMER][NEUTRAL] See, uh-huh.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, good morning. Hello, who's this?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] [PII], good morning. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you doing today?
[AGENT][POSITIVE] I'm very good, thank you. Um.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] [PII], I have uh [PII] from group number 80127 on the line.
[CUSTOMER][NEUTRAL] OK, you said 30127 it's [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's 80127. That's the group number.
[CUSTOMER][NEUTRAL] I'm sorry. OK, all right.
[AGENT][NEUTRAL] Her name is [PII] and she has some questions in regards to the group. She's um
[AGENT][NEUTRAL] She's the contact that we have in her company.
[CUSTOMER][POSITIVE] OK, alright, I'll be happy to help her thank you.
[AGENT][POSITIVE] All right. She already knows that she's gonna be transferred, so here she comes. Thank you very much.
[CUSTOMER][POSITIVE] OK, alright, thanks.
[AGENT][NEUTRAL] Bye.