AccountId: 011433970860
ContactId: a8e5506b-4f1f-4e29-957e-c427cff33029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328119 ms
Total Talk Time (AGENT): 130350 ms
Total Talk Time (CUSTOMER): 126092 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a8e5506b-4f1f-4e29-957e-c427cff33029_20250609T14:22_UTC.wav
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[AGENT][NEUTRAL] the gusto.
[CUSTOMER][NEUTRAL] They're going to Nobre de ulta.
[AGENT][NEUTRAL] My numbers.
[CUSTOMER][NEUTRAL] Brevias er the freeman of the uh enterprise estamosando de pores of pagos can ama you es domingo pago yeah so yeah and that email uh care digo.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So [PII] a care team.
[CUSTOMER][NEUTRAL] Uh, [PII] inspodo for mogodu in semana and its moque and then accesstamosa persona.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Sila may repeat el el cormandar information.
[CUSTOMER][NEUTRAL] Uh [PII] uh care [PII].
[AGENT][POSITIVE] OK, perfect. See solamente el correodijo AMP.
[AGENT][NEUTRAL] You see, see I and people no, no, no, um, era.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see the moment you took to it.
[CUSTOMER][NEUTRAL] Er.
[AGENT][NEUTRAL] Centape.
[CUSTOMER][NEUTRAL] [PII] Via. No, Vanessa Viaz.
[AGENT][NEUTRAL] Bina, B A N.
[CUSTOMER][NEUTRAL] B.
[CUSTOMER][NEUTRAL] The no [PII] in [PII].
[AGENT][NEUTRAL] OK, to see at the end.
[AGENT][POSITIVE] Perfect permito.
[CUSTOMER][NEUTRAL] Peror for visas.
[AGENT][NEUTRAL] Latina um group of Louisiana Machinery Company hold on.
[CUSTOMER][NEUTRAL] Stefan Enterprise.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Metro.
[CUSTOMER][NEUTRAL] See they have a uh a a.
[CUSTOMER][NEUTRAL] Uh-huh. Uno cuatrome says it.
[CUSTOMER][NEUTRAL] That's the group number.
[AGENT][NEUTRAL] Un quattro.
[CUSTOMER][NEUTRAL] Estefan Enterprise.
[AGENT][NEUTRAL] Stephen Enterprise, huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A company ropes a Luciano Machinery company.
[CUSTOMER][NEUTRAL] So for aseque nose day and
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] In Mayo mayo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Adoro de cuenta master number 4960.
[AGENT][NEUTRAL] La
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And and a senior visa alparment to the billing percuisilemajo cons to.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Porfadore.
[AGENT][NEGATIVE] No super group and the transfer.
[CUSTOMER][NEUTRAL] That's fine. Not the pro. I speak English.
[AGENT][POSITIVE] OK. Perfect.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, sir. Can you hear me?
[AGENT][POSITIVE] I do. Thank you very much. [PII], good morning. How are you doing today?
[CUSTOMER][NEUTRAL] Good morning. I'm well. How about yourself?
[AGENT][POSITIVE] Very good, thank you. [PII], I have uh [PII] from group number 14,960 on the line. She has some troubles trying to log in.
[AGENT][NEUTRAL] On her online account and she's trying to um.
[AGENT][NEUTRAL] Pay the invoice for June.
[AGENT][NEUTRAL] So I was wondering if you can assist with this instance, with this situation.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I sure can. What was that callback number?
[AGENT][NEUTRAL] Uh, I didn't have that. I'm sorry. She just started.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] telling me everything I see.
[CUSTOMER][NEUTRAL] You said it was [PII]?
[AGENT][POSITIVE] That's what she gave me, yes.
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you're ready.
[AGENT][POSITIVE] All right. Here she comes. She already knows she's gonna be transferred. Thank you very much, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you.