AccountId: 011433970860
ContactId: a79e8c6a-4eb6-4abc-b23f-ed61a1263540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419709 ms
Total Talk Time (AGENT): 239577 ms
Total Talk Time (CUSTOMER): 189881 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a79e8c6a-4eb6-4abc-b23f-ed61a1263540_20250515T19:47_UTC.wav
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[AGENT][POSITIVE] We're gonna start this.
[CUSTOMER][POSITIVE] Well I do when I start I'm gonna call myself.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] So it's.
[AGENT][NEUTRAL] See what
[AGENT][NEUTRAL] To, I don't know.
[CUSTOMER][NEUTRAL] No, no, [PII] has the t.
[AGENT][NEUTRAL] OK, OK, yeah, yeah the legacy see the legacy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, Venezona.
[AGENT][NEGATIVE] I don't have it now.
[AGENT][NEUTRAL] I'm at the party.
[AGENT][NEGATIVE] No, no, no, [PII], no the book.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That's one of those
[CUSTOMER][NEUTRAL] I thought um and uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The polia hello. OK, I polisa, yeah, what I say el numeral polisa is er no rodo dos uno say cinco erono.
[AGENT][NEUTRAL] What if I on?
[AGENT][NEUTRAL] Mac Mcqui?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Saying me check out yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] it would make more sense. And then um.
[AGENT][NEUTRAL] on the.
[AGENT][NEUTRAL] And I I see.
[CUSTOMER][NEGATIVE] They are mean.
[CUSTOMER][NEUTRAL] No really
[AGENT][NEUTRAL] In
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] Intram temprano to her.
[CUSTOMER][NEUTRAL] The, uh, no, Eleanor.
[AGENT][NEUTRAL] No. Oh I know.
[AGENT][NEUTRAL] But no [PII].
[CUSTOMER][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] List for verification number complete la la.
[CUSTOMER][NEUTRAL] 25%
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] gracias you [PII] [PII] one.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, we're not ready yet
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] yes.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] I I I am mas numer paranuncasque toques porque.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Why did you get a me I love [PII].
[AGENT][NEUTRAL] Buenalao.
[AGENT][POSITIVE] Let's see Maudia Maiagoe queresabella beneficioleia perfect.
[AGENT][NEUTRAL] The la poli effectivio prime desidos ismenttiva.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Solement record art can the article here beneficio is to solo una verification the covertua guarantee a disclaimer quilalia.
[CUSTOMER][NEUTRAL] Name already on it
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Let meter
[AGENT][NEUTRAL] The person in the book.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Never. I love me.
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] Tekuchainestretos being sent.
[CUSTOMER][NEUTRAL] Fulfillment.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] No one.
[AGENT][NEUTRAL] But it also.
[CUSTOMER][NEUTRAL] That that would be so
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Just how
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yes huh.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] No, no, no, no, no, the paeon mequelos in palabra for the ports muchodosinitres you know que palo venticinco.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Nothing I think either.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] I had no parentertelo parenter.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the ID the the margarita call ID.
[CUSTOMER][NEUTRAL] Fulfillment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I like busy.
[AGENT][NEUTRAL] See well show me your ID. See me.
[CUSTOMER][NEUTRAL] You may not be.
[CUSTOMER][MIXED] No pasa but not the pasa masal.
[CUSTOMER][NEUTRAL] Look, come on. Oh [PII]. I guess for my baby.
[AGENT][NEUTRAL] Oh, OK, in the end.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Mira.
[AGENT][NEUTRAL] Getsconoses [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] When is [PII]?
[CUSTOMER][NEUTRAL] Mm, no, [PII], uh, in, yeah, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] OK then let's do that.
[AGENT][NEUTRAL] I saw the punta punta predicamentete [PII].
[CUSTOMER][NEUTRAL] I'm not, uh, [PII].
[AGENT][NEUTRAL] Oh in a Seat, so he's in a [PII] minus.
[CUSTOMER][NEUTRAL] No, mhm.
[AGENT][NEUTRAL] Uh, yeah, yeah, I know.
[CUSTOMER][NEUTRAL] Utility.
[AGENT][POSITIVE] You know Familia loves. I mean, do we from [PII]. Yes so in the [PII] Tia.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] He went to [PII] in I was sent to [PII].
[CUSTOMER][NEUTRAL] I get one.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] You know my name is Gipe.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, in [PII], that, yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One of the police toxins.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know I know.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] She look here get the the books yeah and I and I see I used this uh.
[CUSTOMER][NEUTRAL] And I and that.
[AGENT][NEUTRAL] Cosava.
[AGENT][NEUTRAL] no
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] To reunion.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Say come in.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Fulfillment.
[AGENT][NEUTRAL] Pronosi.
[CUSTOMER][NEUTRAL] And see I can see which are located.
[AGENT][NEUTRAL] Ah yeah.
[AGENT][NEUTRAL] No, no, no, perfiro, no latin and gravado, Jose.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Um, no, I don't know.
[AGENT][NEUTRAL] Ah, oh yeah, I.
[AGENT][NEGATIVE] Cut resinto de la la e currelos prose ostratamentos and no recupaloit.
[CUSTOMER][NEUTRAL] OK, that's your finance.
[CUSTOMER][NEUTRAL] And you yes.
[AGENT][NEUTRAL] Do you know Instagram. Do you know Instagram.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah I do.
[AGENT][NEUTRAL] Can I make a la pena.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] Well I don't get the excellent.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] You I do the name.
[AGENT][NEUTRAL] Yeah.