AccountId: 011433970860
ContactId: 90d0a7b2-acea-4e57-9afa-f8fc0c027833
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1199359 ms
Total Talk Time (AGENT): 480144 ms
Total Talk Time (CUSTOMER): 395156 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/90d0a7b2-acea-4e57-9afa-f8fc0c027833_20250312T15:37_UTC.wav
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[AGENT][POSITIVE] gusto.
[CUSTOMER][NEUTRAL] See, uh, [PII] no esa lando Contel and thee.
[AGENT][NEUTRAL] Uh, [PII] permit to me.
[CUSTOMER][NEUTRAL] See?
[AGENT][NEUTRAL] Question sir.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Islam.
[CUSTOMER][POSITIVE] This is OK, lacedos.
[CUSTOMER][NEUTRAL] But in tuno
[CUSTOMER][NEUTRAL] Pentareogentauno.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Perfectosteo minutos de a fortunamentela [PII] says gonna go so fe de nasiento mecoramente enor system.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] [PII] ilos in [PII].
[AGENT][NEUTRAL] Much gas via su teleno.
[AGENT][NEUTRAL] medijoquerews into that says [PII].
[AGENT][POSITIVE] Sao er tao correct.
[AGENT][NEUTRAL] Perfect era er boss contraspecto uh revilia used absi pode estepago um portagejeta creo medi [PII].
[AGENT][POSITIVE] Perfect. Well, uh, meus contact conservialiente just me for no scienter paraque pueda sue er pago portarjeta.
[AGENT][NEUTRAL] Sin embargo used the continuarlatura er men mente.
[AGENT][NEUTRAL] The queer a solamente attraves del bancosenos and nos brinalacanco.
[AGENT][NEUTRAL] Barraque er esto fuer devital directamentuente and cosinote pue decares messes.
[AGENT][NEUTRAL] As pagos.
[AGENT][NEUTRAL] pago Lopeza.
[CUSTOMER][NEUTRAL] Yeah, OK, bamoacelosienteloaadarlo queendiente contarjeta.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He bamoha uh lawyer el bancotayama.
[AGENT][NEUTRAL] No, no, metemoquenoe building paratomarelva ellata banco illuegoliaberva mention a los unicostos que que estecaota this one seria a mensale.
[AGENT][POSITIVE] Uh, and cuevito recommended.
[AGENT][NEUTRAL] Oinolores messes.
[AGENT][NEGATIVE] Oh yeah, losses as much.
[CUSTOMER][NEUTRAL] Yeah, see, OK, but no CIL CIL go.
[AGENT][NEUTRAL] The Ciu.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] uh, no es algo masque porque la polio.
[AGENT][NEUTRAL] Correct, to see it 70 qua or I can say reactive.
[CUSTOMER][NEUTRAL] He uh yo.
[CUSTOMER][NEUTRAL] And then uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And to say Josippagarlore messages contaora.
[AGENT][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] He the hard yeah in caminado el pavo el pavo con elbanco aero remes.
[AGENT][NEUTRAL] See, no, it's sillo uh con el debit automatico delbanco mensile.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so yeah.
[AGENT][POSITIVE] Perfect. We transfer it means small department to a building.
[CUSTOMER][NEUTRAL] Uh, one moment, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, in caso de Canacion de la poliza tila quierra can I er.
[AGENT][NEGATIVE] And er jack la polia uh servo rote.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, I.
[CUSTOMER][NEUTRAL] Uh, the person in the parao armyrelotroer thisque me aposa napolisa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The lady, who are you?
[AGENT][NEUTRAL] And invarisamente.
[CUSTOMER][NEUTRAL] Perla.
[AGENT][NEUTRAL] Put them.
[CUSTOMER][NEGATIVE] La queer resa que pue cue.
[AGENT][NEUTRAL] Uh and a casa.
[AGENT][NEUTRAL] Mm, so for tournament and no this doingo de lamos.
[AGENT][NEUTRAL] Um, it's queparmento le dar my uniform and you know la lo transfer and knows to direct them ande on.
[AGENT][NEGATIVE] Con departmento quesing cara deformation.
[CUSTOMER][NEUTRAL] OK, pass I make on billing for so.
[AGENT][POSITIVE] Perfect. transfer your permit.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good afternoon. Um, good morning. Thank you for calling APL. This is Meet and Good billing. How may I help you?
[AGENT][NEUTRAL] But, good morning. How are you doing? This is [PII] from Claims. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII] how are you?
[AGENT][POSITIVE] Very good, thank you. Meet, I have an insured on the phone who would like to uh make a payment on his policy. Let me give you the policy so you can
[CUSTOMER][NEUTRAL] OK, just a moment, let me get there cause I am right in the middle of.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Got to get it up.
[AGENT][POSITIVE] No problem. Take your time.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I could type.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I said if I could type it right, my name being so long.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Come on, come on, come on. Really?
[CUSTOMER][NEGATIVE] why is it not letting me log in?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I do apologize, [PII], but I thank you for your patience.
[AGENT][POSITIVE] No problem. That's all right. Sometimes we have uh.
[AGENT][NEUTRAL] Fast fingers and wouldn't be the information correct, uh, believe me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then sometimes they just don't want to cooperate, so.
[CUSTOMER][NEUTRAL] And what is that policy number [PII]?
[AGENT][NEUTRAL] Sure. Policy is 221-4381.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I can't take any money on it yet. You'll have to go to customer service and they'll have to unlatch it before I can take any premium.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Yeah, when it's a lapse policy customer service has to go for it first.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] Because we can I'm laps it over in billing and I do apologize.
[AGENT][NEUTRAL] Unders
[AGENT][NEUTRAL] Understand. Would you, would you mind to wait just a second? Let me contact uh customer service so they can lapse the policy and then you can take the information. Is that OK?
[CUSTOMER][NEUTRAL] Um, I don't know how long it's gonna take them, but yeah, I mean,
[AGENT][NEUTRAL] So just give me one minute. If one minute is not enough.
[CUSTOMER][NEUTRAL] It then
[CUSTOMER][NEUTRAL] Because we've got, I mean we've got people on the phone, but that's fine.
[AGENT][POSITIVE] Give me 1 2nd. Thank you, and I appreciate you.
[AGENT][NEUTRAL] All right. Male, it seems like the policy has been reactivated. Let me ask you one more thing, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Insurer asked me if he can um
[AGENT][NEUTRAL] He would like to add his wife to the policy. Is that
[CUSTOMER][NEUTRAL] And that's also a customer service.
[AGENT][NEUTRAL] OK, perfect. Would you be able to transfer him to customer service so he can handle that information with them?
[CUSTOMER][NEUTRAL] OK, now is he wanting to pay his policy now, say, uh, or, or after he ordered, I mean, say there's a lot involved that's.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On that particular issue.
[AGENT][NEGATIVE] Gotcha, gotcha.
[CUSTOMER][NEUTRAL] Oh, it's what I'm saying and that's the reason why I said it has to go to.
[CUSTOMER][NEUTRAL] Let's see, let me see what I've got on here.
[AGENT][NEUTRAL] The customer service.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean, I don't know, I'm I'm not trying not to take the phone call, but if he um what I need to know first is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He's due for when when does he want his wife effective?
[AGENT][NEUTRAL] I, um,
[CUSTOMER][NEUTRAL] If it's at if it's [PII], then he'll really need to go to customer service so they can um take care of that part or if it's after he pays his quarterly premium.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See that that that I need to know first before we get it get him transferred here yonder and everywhere. So if you can find that out we can find that out um you can send him on to me and I can ask him these questions and if that's the case that he needs to go to because that he wants to do it effective [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Absolutely, yeah, no, I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Then we will send him over to customer service and let them do all of that and get that set up for him.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Absolutely. Absolutely.
[CUSTOMER][NEUTRAL] That makes sense. So, um, I need to know first.
[CUSTOMER][NEUTRAL] It when he wants his wife effective.
[AGENT][POSITIVE] Correct. Understandable.
[CUSTOMER][NEGATIVE] And they need information and all that stuff for that to be added because I can't add po I can't add anybody to the policy.
[AGENT][NEUTRAL] No, no, absolutely, understandable. Um, let me go back to him, let him know that he's gonna be transferred to the customer service first if he wants to, like, like you said, you know, if he wants to, um, his wife to be active again on January or after, after he pays his, his quarterly premium, yeah, correct. And
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] After he pays his quarterly premium.
[CUSTOMER][NEUTRAL] Which would be for um January, February, March.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, I don't, uh, April.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Or after April, so.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] We need to know that first and if not, if he does, if it's after we make the payment, then I, I'll go ahead I mean you can send him to me that's um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or send it to us if you wanna ask him that we can do that and that is uh [PII], right?
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, and a good call back number for him just in case I have him again.
[AGENT][NEUTRAL] No problem. The call sure. The pro the callback it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right dear, do you want me to hold on? or are you gonna ask him or or or what?
[AGENT][NEUTRAL] I think I'm gonna ask him and then I'm gonna go from there. Whatever, whatever he decides to do first, you know.
[CUSTOMER][NEUTRAL] Are you sure? I mean.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, absolutely.
[CUSTOMER][NEUTRAL] Like I said, I could ask him that. I mean, it doesn't matter to me either way, but.
[AGENT][NEUTRAL] No, that's OK, cause he's already, cause, you know, cause um when he, when he wants, yeah, also when he called the first time, he was um I was trying to get this information from customer service and the call got disconnected, so I just trying to make it as smooth as possible for him, you know.
[CUSTOMER][NEUTRAL] That's up to you.
[CUSTOMER][NEUTRAL] He swayed.
[CUSTOMER][NEUTRAL] Gotcha. OK. I understand and that's the reason why I was asking the questions, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, just so we wouldn't be transferring him back and forth, back and forth, back and forth like you said.
[AGENT][POSITIVE] Yeah, no, absolutely.
[AGENT][NEGATIVE] Yeah, exactly, that's, that's what I, I wanna avoid that, absolutely.
[CUSTOMER][NEUTRAL] All right, dear. Is there anything else I can help you with?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, right now, my, I appreciate you. Have a great day.
[CUSTOMER][POSITIVE] All right. You too, Ato. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Senor bars grazer preta and the transferloo queres oposa is the active la polia that.
[CUSTOMER][NEUTRAL] See Claro, no, no.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] No commo no como como beneficiaria de la popolisa.
[CUSTOMER][NEUTRAL] No, not really.
[AGENT][NEUTRAL] Knock up when if it is.
[AGENT][NEUTRAL] OK, OK, and no, no, so no beneficiares you know commo como comuna quesective and the polida.
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, Como beneficiaria de la poliza tila quiropo.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Bueno and este caso [PII] le preunto esto de vioque and escao.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] OK, OK, yeah, yeah, it's when you see the solo to the scheme or the key.
[CUSTOMER][NEUTRAL] As beneficiarcuerdote.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sibueno quando quando la polio via a rea no no peri persekikila er no poa confirm sects Sierra no no no brindoon informacion.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Better meet them, meet them and so on.
[AGENT][NEUTRAL] Soloquiro coros information and to the quede by transfer department to the um.
[AGENT][NEGATIVE] Customer service casin cargan deformacion cirque de cuandomo.
[AGENT][NEUTRAL] Come up with a
[AGENT][NEUTRAL] A los cambios and a polisa ilgo tenerque transfer department to a bill paraquepagos gas in effectoi soposa Parei como beneficiaria is suo Juancommo contingente and uh.
[AGENT][NEUTRAL] Ela politecaore transfer direct a mental department a bill lisa el el pago.
[AGENT][NEUTRAL] Delatura.
[CUSTOMER][NEUTRAL] OK, so yeah.
[AGENT][NEGATIVE] Loria permit [PII] no muncha [PII].
[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] [PII], good morning. How are you doing? This is [PII] from Claims.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I have very good, thank you. I have Mr. [PII] policy 2214381 on the line. He would like to
[CUSTOMER][NEUTRAL] 221 what?
[AGENT][NEUTRAL] I'm sorry, 221-4381.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He would like to make a payment on his premium.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, you can send them to me.
[CUSTOMER][NEUTRAL] Did you verify any information?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I did verify everything with him already.
[CUSTOMER][NEUTRAL] Alright you can send them to me.
[AGENT][POSITIVE] Here it comes. Thank you very much.