AccountId: 011433970860
ContactId: 8bc236a4-b296-4c44-a673-b47d51c83664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747280 ms
Total Talk Time (AGENT): 262250 ms
Total Talk Time (CUSTOMER): 213181 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8bc236a4-b296-4c44-a673-b47d51c83664_20250613T19:43_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] You know near Kaon so.
[AGENT][NEUTRAL] Is this way.
[CUSTOMER][NEUTRAL] See you when the era cuenta diva cuenta person.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's in la cuenta.
[AGENT][NEUTRAL] In.
[CUSTOMER][NEUTRAL] It does the yammia much the person.
[AGENT][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] See you much the person yeah [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Peroa this queya and la cuenta quea creo pero you know pue crea la cuentamia.
[AGENT][POSITIVE] la persona contact creola cuenta correct.
[CUSTOMER][NEUTRAL] No, no, the head, the, the.
[CUSTOMER][NEUTRAL] De la cuenta you, you receive your email can I que quela persona in in cargo the the the the.
[CUSTOMER][NEGATIVE] Devajoaa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Intosao.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Per ente consul.
[CUSTOMER][NEUTRAL] Yeah yeah creoso cuenta this is a.
[AGENT][POSITIVE] Correct. uh, but.
[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] See mosa bamos up the pole.
[CUSTOMER][NEUTRAL] OK, OK. And, and the policy is in hospital benefits.
[AGENT][NEUTRAL] Is yes.
[CUSTOMER][NEUTRAL] OK, you have the group number.
[AGENT][NEUTRAL] A hospital is a number.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] It's OK. It's erro uno say sayieiete.
[CUSTOMER][NEUTRAL] Nuevere.
[CUSTOMER][NEUTRAL] N M L C
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May who's your number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII] verific car so etchanacimento direction you know the telephone.
[CUSTOMER][NEUTRAL] Yes, resent deaos the direction entice [PII] is safe.
[CUSTOMER][NEUTRAL] The tele from I mean.
[AGENT][POSITIVE] Super
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] No, you're [PII].
[AGENT][NEUTRAL] OK, in the end.
[AGENT][NEUTRAL] Let me in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] But [PII].
[AGENT][NEUTRAL] Is the city [PII] and el queer [PII].
[CUSTOMER][NEUTRAL] See, exactly.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Were electronic senoron so well correelectronicocuila consequant anterior.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] C is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it is el correava consequant over that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] All right, put me tummy.
[AGENT][NEUTRAL] Novel electronico associated with and makes cau era ah.
[AGENT][NEUTRAL] [PII] arobajahounto.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][POSITIVE] Perfecto.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] clio el cor electronico avamos a proceeder assist.
[AGENT][POSITIVE] Perfect. New York caviat trees arobayhoun to come excellent.
[AGENT][NEUTRAL] When bamosainexeso Alin momento senora Alonso sip sicle perfecto a la pajina the I am a public punto come.
[CUSTOMER][NEUTRAL] She come on up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When I ask you about the signing.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I know they say create your OSC account.
[AGENT][NEUTRAL] Levaar click a levaar syncopion so like is insured.
[CUSTOMER][NEUTRAL] Exactly, yeah, I know.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] Levadar next yeah or solamente que corrasu Aegido e la la fechana scimento e el correo electronico.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] No talk about your social security, no.
[AGENT][NEUTRAL] No, no, solamente los quelepareconisco esosos queso necesarios.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah. The next.
[AGENT][POSITIVE] Perfect. Our next la vallevagasientepajina donde er levair uh olebanbier on uncordigo de seuria.
[AGENT][NEUTRAL] Asukoro
[AGENT][NEUTRAL] rea.
[AGENT][NEGATIVE] Crea [PII].
[AGENT][NEUTRAL] Logolear next lay the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I don't complete your account set up.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Did that complete your account set up?
[CUSTOMER][NEUTRAL] And I feel like Lebongo continues, right?
[AGENT][NEUTRAL] See, continue, or forward.
[CUSTOMER][NEUTRAL] OK, and then the lamolita the what.
[CUSTOMER][NEUTRAL] Where did it go OK it's um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Look at me sale escommona taita email address new password it's a cosita.
[AGENT][NEUTRAL] See querea on on password que er ermentecorre electronico.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, wait on me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, OK. May the same verification code per one you way I mean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Em nomanda now.
[AGENT][NEUTRAL] Where parent.
[CUSTOMER][NEUTRAL] It can get them.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah I got I um.
[AGENT][NEGATIVE] I will not receive uh la confirmation el person.
[CUSTOMER][NEUTRAL] See, see that's a TV come the mail.
[AGENT][POSITIVE] Oh, perfect.
[AGENT][NEUTRAL] See, and it's a cat.
[CUSTOMER][NEUTRAL] I don't know if I agree to terms of use.
[AGENT][NEUTRAL] Pardon, [PII], I use the.
[CUSTOMER][NEUTRAL] I may, I may.
[CUSTOMER][NEUTRAL] Ari.
[AGENT][NEUTRAL] See correct to see queer escuerdo connos the.
[CUSTOMER][NEUTRAL] And of those.
[AGENT][NEGATIVE] Delay.
[CUSTOMER][NEUTRAL] Uh-huh, yeah, yeah.
[AGENT][NEUTRAL] Yeah, what I will say that.
[CUSTOMER][POSITIVE] Yeah amazing that your account has been successful.
[AGENT][POSITIVE] Perfect. Our uh
[CUSTOMER][NEUTRAL] Go to dashboard, that's it.
[AGENT][NEUTRAL] Uh, correct to see G dashboard is intro de sequenta.
[CUSTOMER][NEUTRAL] And they say, yeah, aorta they went try me, right?
[AGENT][NEGATIVE] See correctocea loginia and login solamente are [PII].
[CUSTOMER][NEUTRAL] When can I send ver verification code on the.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Is the is the verification solamente al principiio is uh parapocor.
[CUSTOMER][NEUTRAL] Oh, OK, Taino pero and normal.
[AGENT][NEUTRAL] See, see, see.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Study and that's the other one Travi.
[AGENT][POSITIVE] Perfect. I'll go.
[CUSTOMER][NEUTRAL] No, muchisimas gracias.
[AGENT][NEUTRAL] Get on.
[CUSTOMER][NEUTRAL] OK bye bye bye.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] You not.