AccountId: 011433970860
ContactId: 96fee7b1-b86e-42d5-918a-e0587ec6e17d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 892239 ms
Total Talk Time (AGENT): 371999 ms
Total Talk Time (CUSTOMER): 222827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/96fee7b1-b86e-42d5-918a-e0587ec6e17d_20250317T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII].
[AGENT][NEUTRAL] Hello, yes.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from claims. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you [PII], I have an insured on the phone who is trying to create an online account but it seems like he has some troubles with it. Are you be able to assist him on this matter?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, I can. Let me pull up the.
[AGENT][NEUTRAL] Do you have his customer number so I can pull it up and uh.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] His customer number is.
[CUSTOMER][NEUTRAL] 0962718
[AGENT][NEGATIVE] Um, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, and has it, his information been verified on the policy?
[CUSTOMER][NEUTRAL] Yes ma'am, I already verify his information and um everything seems to be correct. I don't know what is the reason why he's not able to create his account. I even tried to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] But I get the error saying that.
[CUSTOMER][NEGATIVE] Um, uh, he needs to contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright, let me, yeah.
[AGENT][NEUTRAL] Uh, would you like to transfer him to me?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] What do you like to do?
[CUSTOMER][POSITIVE] Yeah, I think it's, uh, I think it's gonna be better if you, if you spoke to him directly, right?
[AGENT][POSITIVE] Yeah, that, that will work.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, I just, I just saw your message, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me, let me go back to him and let him know that he's gonna be transferred, OK, just one second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Nothing
[AGENT][NEUTRAL] Ola.
[CUSTOMER][NEUTRAL] They wanna tell me.
[AGENT][NEUTRAL] Is E seal.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Later a [PII] so um cuentacono trus.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and toes, uh, la fechenasimmiento el corre electronico numer sociarquesta sando so miss [PII].
[CUSTOMER][NEUTRAL] Sheer.
[AGENT][NEUTRAL] OK, primitanitamos den.
[CUSTOMER][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] OK, um, for the most here paso passo er er el meto decommoa er.
[AGENT][NEUTRAL] Me in the information parare super er el apeido olosa egido on pea arse.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] B A
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] K A N L R L C A.
[AGENT][NEUTRAL] OK, Ian Lugarde, um, unal line el meio solusta and spao.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] OK, um, and num sealqueandolo.
[CUSTOMER][NEUTRAL] Eli.
[AGENT][NEUTRAL] See and remedio de Pena ERC.
[CUSTOMER][POSITIVE] See and passion.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It me majinoque solestaonindo pea and gar the pea porque er system mano septile.
[CUSTOMER][NEUTRAL] Yeah, see you bye now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] See pay now pay now don't get the money now.
[AGENT][NEUTRAL] OK, um, [PII] Airport airport for number is so.
[CUSTOMER][NEUTRAL] See, uh, one of those one address what addressing or.
[AGENT][NEUTRAL] OK, correct. EL Codio postal this direction.
[CUSTOMER][NEUTRAL] But I know the same.
[AGENT][NEUTRAL] OK. El Cora electronico questasando.
[CUSTOMER][NEGATIVE] That's uh Pena is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Multimo of the immiento.
[CUSTOMER][NEUTRAL] Those are the single single in order.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, see all information is correct the boy in field, um.
[AGENT][NEUTRAL] There's the the the the the laira um serious system permit la cuenta layauna contras temporallaque er er despo um primerogu intentaokor muches this is a system maseae and commo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Cannocommotalal uh a creona cuentagua um to compania leriado.
[AGENT][NEUTRAL] The the black.
[CUSTOMER][NEGATIVE] No, you know this and they said, oh no, you're not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, el elgaru.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, permit to myanitos to check on that for a simple caos.
[AGENT][NEUTRAL] Uh, senesitacommo um unautori part de plador.
[AGENT][NEUTRAL] Paraque uses er the commo de cute sotros um much as this is er el grouppo no compretado is is is is a cause or uh porqueque is the correct.
[AGENT][NEUTRAL] In caso.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, online.
[AGENT][NEUTRAL] T.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Phalatacommotal no no.
[CUSTOMER][NEUTRAL] OK, uh, come over.
[AGENT][NEUTRAL] Uh, who said what.
[AGENT][NEUTRAL] Um, contact partners, uh, um go through email.
[AGENT][NEUTRAL] Um, the metatito is
[CUSTOMER][NEUTRAL] The Ile mandolin boys, the mandolin boys de la de la fur.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See see the uh man that is the invoice pode mandarunum de polisa.
[AGENT][NEUTRAL] I junto documento eliminoquetuo um or the 10 que que ellepo proversustatin num de polisa.
[CUSTOMER][NEUTRAL] And is a dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] See on differentes er er que [PII] polisaque to exceso es un er medio.
[CUSTOMER][NEUTRAL] Yeah, maybe.
[CUSTOMER][NEUTRAL] And then tell the tell girls you know.
[AGENT][NEUTRAL] Um, is this area unreclamo para er la polisa dental or medica.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] But a lot of
[AGENT][NEUTRAL] OK, um, I will, er, er, esta parte de seguro nocubrian compressed mino and er quisarti de proveor er, estapolisa noubriana the the prose and tales.
[CUSTOMER][NEUTRAL] So that solamente.
[AGENT][POSITIVE] See yes is correct though.
[CUSTOMER][NEUTRAL] And then I'll get a photo.
[AGENT][NEUTRAL] See el dentaleria uh me majino quela comple pro the tin or differente proved or quenoes APL.
[CUSTOMER][NEUTRAL] No, so I went.
[AGENT][NEGATIVE] OK, see, and this is no elca no no uber servient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the
[CUSTOMER][NEUTRAL] Yeah queba gao er er.
[CUSTOMER][NEUTRAL] Oh the the the.
[AGENT][POSITIVE] See, yes, it is correct though. um, you know, Maximo.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah and those but again those are those.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Yeah and the milk.
[CUSTOMER][NEUTRAL] Pa.
[AGENT][NEUTRAL] See that solo pekenya partque el seo medical principal no er you know maximo the the the semi sientosan.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So your bariay bar and the bar.
[AGENT][POSITIVE] See, yes is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See, um, Legulemanum pamphlet ok include informationcureless specificca is the de la polisa.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Leyla el pamfle continued lapo junta unaca paramima in your opinion.
[CUSTOMER][NEUTRAL] No, so, so that's um I mean I mean goo the the casa.
[AGENT][NEUTRAL] Um, the era, uh, alcorreo de casaconaquenemos and er insurrecor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then uh I know one.
[CUSTOMER][NEUTRAL] In [PII] no no no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh-huh, it is correct the correct eoso not access access cuenta.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I said.
[AGENT][NEUTRAL] And then now I can think of [PII].
[CUSTOMER][NEUTRAL] Monday.