AccountId: 011433970860
ContactId: 829537bb-d43a-4f7a-807e-8dba396534ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242080 ms
Total Talk Time (AGENT): 73809 ms
Total Talk Time (CUSTOMER): 66168 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/829537bb-d43a-4f7a-807e-8dba396534ad_20250505T17:16_UTC.wav
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[AGENT][POSITIVE] Gracias [PII] at American Public Life. My name is [PII].
[CUSTOMER][NEUTRAL] Oh lass Victoria worldwide business connections.
[CUSTOMER][NEUTRAL] Hey, if I was in the problem as in the invoice so you the most.
[AGENT][NEUTRAL] Uh, see is isabando parted unrupo.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK, um, mepoquerasenainaire esotro departamento yos, um, nolan espanol.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ahbulo is mucho.
[AGENT][NEUTRAL] Serena.
[CUSTOMER][NEUTRAL] Seaport forward, C4.
[AGENT][NEUTRAL] Yeah, no matter their group.
[CUSTOMER][NEUTRAL] It's Ochoerro uno unodos.
[AGENT][NEUTRAL] Yeah, Norasu.
[CUSTOMER][NEUTRAL] Carolina [PII].
[AGENT][NEUTRAL] OK then
[CUSTOMER][POSITIVE] So love manager to Victoria worldwide.
[AGENT][NEUTRAL] I keep the name of [PII], uh-huh. So la mejoa, OK, ala mejorbana necessitra el.
[CUSTOMER][NEGATIVE] [PII] me [PII] is me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, well, but it's it's intenttemos, you know, your lady [PII].
[AGENT][NEUTRAL] OK, see that in one momento.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII], um, in Medlink. I have group number 80112.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For Victoria worldwide, um, so the lady is calling. She only speaks Spanish, um, that's why I'm calling, and she wants to know why the invoice is higher this month, um, but Mr. [PII] is not there. Are we able to speak to her even though she's not.
[AGENT][NEUTRAL] Listed as a contact.
[CUSTOMER][NEUTRAL] If she's not, if she's not the contact on file and there's not a note giving us authorization to speak with her, then no, we cannot give her any information. [PII] would have to um.
[CUSTOMER][NEUTRAL] Give us authorization to speak with her.
[AGENT][POSITIVE] OK, OK, that's what I needed to know, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] I love
[AGENT][NEUTRAL] See gracious pres so partamente que nomas [PII] Ariado esta cuenta no masconel pue a large.
[CUSTOMER][POSITIVE] Ah, well, OK, yeah me mucha gracias.
[AGENT][POSITIVE] Yeah, it is ulpe one of Padia assist me I'm at American Public Life bye.
[CUSTOMER][POSITIVE] Great, good.