AccountId: 011433970860
ContactId: ba092d8a-92f2-4b93-bb38-059b9eda3c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1085099 ms
Total Talk Time (AGENT): 271428 ms
Total Talk Time (CUSTOMER): 271865 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ba092d8a-92f2-4b93-bb38-059b9eda3c68_20250604T19:54_UTC.wav
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[AGENT][NEUTRAL] We want this.
[CUSTOMER][NEUTRAL] When I come you or.
[CUSTOMER][NEUTRAL] Uh lolarique.
[CUSTOMER][NEUTRAL] It's like the online service center in my life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, probably or no correct that.
[AGENT][NEUTRAL] In the end.
[CUSTOMER][NEUTRAL] Yeah, so Crodos safe res cincodos or chore.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] When I just so you are to res perroski and ensure that a [PII] notti [PII].
[AGENT][NEUTRAL] Mustelela [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, OK, [PII] in [PII].
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, [PII] but forgot but I don't know.
[AGENT][POSITIVE] Perfect.masita [PII].
[CUSTOMER][NEUTRAL] [PII] do.
[AGENT][POSITIVE] Perfect. mucha graciacion [PII] a redo de via creo la cuentano was redo elanesta momento.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] But I almost, uh, I can look up [PII].
[AGENT][NEUTRAL] When the seal sta uh secure punto I am a poli punto.
[CUSTOMER][NEUTRAL] And so the last
[AGENT][NEUTRAL] eso.
[AGENT][NEUTRAL] When I create your own OSC account.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What was that?
[CUSTOMER][POSITIVE] I'm telling er great esa ilea insured.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I and.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Akilomo.
[CUSTOMER][NEUTRAL] And the selling for me.
[AGENT][NEUTRAL] See a lineformacion del principal oposo.
[AGENT][NEUTRAL] In include Suapeido.
[AGENT][NEUTRAL] Il electronico ila la leva uhm unaporeal sipmos constala cuentando er.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, pero, OK oh proper untakele quera just sala segura.
[AGENT][NEUTRAL] And see this put it on.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] You must go in.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Come.
[AGENT][NEUTRAL] Whoa.
[CUSTOMER][NEUTRAL] OK, Iaerial member ID.
[AGENT][NEUTRAL] The memory ID noise.
[CUSTOMER][NEUTRAL] Can you repeat it a moment.
[AGENT][NEUTRAL] Questago is necessary solamente los quetine un un unisco is lossesamos ingrese so ella peo del principal el cora electronico sociolo polia la fes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] April May 6.
[CUSTOMER][NEUTRAL] And, OK, OK, I amba taljeta estanconel nombre de olta.
[AGENT][NEUTRAL] See yes so no so no as an inguna yes you said latura la la partlaine que eres is a coverturti detura quelapolilebrinda.
[AGENT][NEUTRAL] Can I so is um.
[CUSTOMER][NEUTRAL] Um yeah, but it's a bus.
[AGENT][NEUTRAL] They say employ possible correct.
[CUSTOMER][NEUTRAL] See, OK, to intent the comoquera no me they have I think I'm not conio ortizque help primeroel in no how indenta Rodrigue solito see.
[AGENT][NEUTRAL] deerlo conel de la for quere la la ta sum la peo tasti queer er conform.
[CUSTOMER][NEUTRAL] But no I don't say mealeeron.
[AGENT][NEUTRAL] Ortiz Rodriguez Los Dosaids.
[CUSTOMER][NEUTRAL] Yes, Christian the cuatro.
[CUSTOMER][NEUTRAL] On tacos.
[CUSTOMER][NEUTRAL] Mayo reo el retreo oti cuatro.
[CUSTOMER][NEUTRAL] Let me said no user was found with this information.
[CUSTOMER][NEUTRAL] Calling from.
[CUSTOMER][NEUTRAL] That's [PII] and last name ojeta a zip code residencial el email is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Seem to sit like.
[CUSTOMER][POSITIVE] OK. Bye-bye, love you.
[AGENT][NEUTRAL] Brutes that a miss.
[CUSTOMER][NEUTRAL] OK, it does yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Cincotos [PII] Christianola.
[AGENT][NEUTRAL] Does controls upon.com.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In its sing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Uh, yeah, interesting.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] T
[AGENT][NEGATIVE] no gracious.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] [PII], good afternoon. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you doing today, sir?
[AGENT][POSITIVE] I'm very good, thank you. My name is [PII] and I'm from Claims.
[CUSTOMER][NEUTRAL] And you need um information for claims, is that correct sir?
[AGENT][NEUTRAL] No, sorry, uh, I, I, I work in claims. The reason I'm calling is because I have an insurer on the phone who's trying to.
[CUSTOMER][NEUTRAL] Oh, auto.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, uh, I have an insured on the phone who's trying to create an online account and it seems like she's having troubles with it. I was wondering if you can assist her.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, um, now I did notice you're calling from the Spanish account does she speak English?
[AGENT][NEUTRAL] She says she does, yes.
[CUSTOMER][POSITIVE] Oh OK awesome yes you can go ahead and put her through and I will um.
[CUSTOMER][NEUTRAL] Talk to her.
[AGENT][NEUTRAL] No problem. Do you want me to give you any information, the policy or anything like that? I will verify everything, so.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, yes, please. What is her callback number and her policy number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] The policy number is 263-528-9.
[AGENT][NEUTRAL] The call back is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate that and let me pull her policy up.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] This is part 2, who's on the line.
[CUSTOMER][NEUTRAL] OK and is it miss.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, that's her.
[CUSTOMER][NEUTRAL] OK, yes, you can go ahead um and put her through now is is [PII] available for us to give?
[CUSTOMER][NEUTRAL] Uh, he, he'll need to give consent for us to be able to give Miss [PII], uh, consent to get into the online service center since he's the account holder.
[AGENT][NEUTRAL] Oh, really? Do we
[CUSTOMER][NEUTRAL] Have you, yes.
[AGENT][NEUTRAL] We need that, even though when the when the person is on the, on, on the policy.
[CUSTOMER][NEUTRAL] We can't give, yes.
[CUSTOMER][NEUTRAL] Yes, um, especially the online service center, um, because we can't give information to part two without part one's consent.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I wasn't aware of that.
[CUSTOMER][NEUTRAL] Because part one is the whole policy holder.
[AGENT][POSITIVE] Correct, yeah, I understand.
[AGENT][NEUTRAL] Um, no, I'm afraid I don't think he's on the phone.
[CUSTOMER][NEUTRAL] So now part one can get.
[CUSTOMER][NEUTRAL] Part one can get information on everybody on the policy, but part two can only have her own information.
[AGENT][NEUTRAL] I see, I understand.
[AGENT][NEUTRAL] All right, um, like I said, I don't think, I don't think he's on the phone with her, but maybe you can explain her that and maybe she can get him on the phone. I don't know exactly how that gonna work.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, if she can three way call him that's all we'll need. You can go ahead and put her through, and I'll talk to her.
[AGENT][POSITIVE] All right, perfect.
[AGENT][POSITIVE] All right. Here she comes. Thank you very much. Have a good one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.