AccountId: 011433970860
ContactId: bbd6a219-afc7-46da-ae6f-e52c2c2562c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 954179 ms
Total Talk Time (AGENT): 290290 ms
Total Talk Time (CUSTOMER): 406134 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/bbd6a219-afc7-46da-ae6f-e52c2c2562c7_20250606T13:33_UTC.wav
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[AGENT][NEUTRAL] We one of the susto.
[CUSTOMER][POSITIVE] Um, buenos via Mirablas con Sergio Barrera yamano de Portoviejo wins in [PII].
[CUSTOMER][NEUTRAL] Um, los que pagom del seguro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Iotenial password is [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Perfect pue numbering.
[CUSTOMER][NEUTRAL] A nomero depolo.
[CUSTOMER][NEUTRAL] [PII] says [PII].
[AGENT][NEUTRAL] on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do ceos Ochocuro.
[AGENT][NEUTRAL] You wake up some woodworking.
[CUSTOMER][NEUTRAL] Very done?
[AGENT][NEUTRAL] Maybe we could [PII].
[CUSTOMER][NEUTRAL] No, no, no, no, no, those say [PII].
[AGENT][NEUTRAL] Oh, but this is all you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That is what what.
[AGENT][POSITIVE] Puerto Vija wins perfect too.
[CUSTOMER][NEUTRAL] To see.
[AGENT][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] La canquereciento enta.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] User line correct.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] You see you know cho that only uh online pero claro el el like our stapiendo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email you nyako or email.
[AGENT][NEUTRAL] Claro, Claro. See, look.
[CUSTOMER][NEUTRAL] Hesse.
[AGENT][NEUTRAL] Pursues to interfacambio e loquetina de cao er eno barreda is registarsenovamente with seva as in you create your own OSC account.
[AGENT][NEUTRAL] Sevala part is a group of puesto.
[AGENT][NEUTRAL] I lo que el numer group el dose ocho quattro quattro.
[AGENT][NEUTRAL] Igoer Tainir decor electronicosa.
[CUSTOMER][NEUTRAL] Out of 72 logo, you know, you know, see, at which role best describes you.
[AGENT][NEUTRAL] Chiomano.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Agency agent broken group.
[AGENT][NEUTRAL] Trepo see a group of no problem [PII] uh contact mosa man.
[CUSTOMER][NEUTRAL] It's become a group, no?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] See you lossito.
[AGENT][POSITIVE] Perfect, perfect.
[CUSTOMER][NEUTRAL] Army and the group number.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do say ochocorente do say ochocorente what.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Zip code de la Compania or is the porquesquenosqueremos PO box.
[AGENT][NEUTRAL] Solament.
[AGENT][NEUTRAL] Clarinda no, Solomonclu yeah elgrupoelrupoy email record on record porqueso solos unicos quetinaquenos que que no.
[CUSTOMER][NEUTRAL] Yeah, it's zip zip code Noco Loco, no.
[AGENT][NEUTRAL] No solament group or electronic.
[CUSTOMER][NEUTRAL] Zip code phone number city El correo [PII] yestado tampoco.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Take a look at me
[CUSTOMER][NEUTRAL] Yeah, start and Poa next.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Complete your account set up.
[CUSTOMER][NEUTRAL] I continues.
[CUSTOMER][NEUTRAL] Email ID is that me too.
[AGENT][NEUTRAL] I cambia corre electronicos in marco os uh get a comma so um.
[CUSTOMER][NEUTRAL] No, it means.
[AGENT][POSITIVE] Perfect. But.
[CUSTOMER][NEUTRAL] No, it's an [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I I need more password with the.
[AGENT][NEUTRAL] See
[AGENT][NEGATIVE] It intente puemismo moque no.
[CUSTOMER][NEUTRAL] Um, why you think that I already mean in the end.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] unico different esque lugarde are unbreduarioloses or about these are elcorre electronic.
[AGENT][NEUTRAL] A password.
[CUSTOMER][NEUTRAL] I confirm your password. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Display name.
[CUSTOMER][NEGATIVE] I talk I don no.
[AGENT][NEUTRAL] Sigustaal [PII] in particular [PII] and [PII].
[CUSTOMER][NEGATIVE] Uh, pero no yeah [PII].
[AGENT][NEUTRAL] to say to say the same, correct.
[CUSTOMER][NEUTRAL] Can you see.
[CUSTOMER][NEUTRAL] When to continue.
[CUSTOMER][NEUTRAL] Claim not verify email address verification is necessary, please click send send button.
[CUSTOMER][NEUTRAL] I by uh send verification code.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I got a key.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] See Marquees de la la cuenta.
[CUSTOMER][POSITIVE] I keep you going.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The the.
[AGENT][NEUTRAL] Go go.
[CUSTOMER][NEGATIVE] ego or a verified code but it's a claim not verified porquesiycaecolocarelumero it's a look at me pasaante.
[CUSTOMER][NEGATIVE] Seeing no.
[AGENT][NEUTRAL] No Correo.
[CUSTOMER][NEUTRAL] No, it's a claim not verified your resililo number nolo verifica.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] In the normal.
[AGENT][NEUTRAL] So.
[CUSTOMER][POSITIVE] Alright, cool.
[CUSTOMER][NEUTRAL] I continue.
[CUSTOMER][POSITIVE] What is a good terms of use. I agree to terms of use. I know yeah or aquepao. I agree.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See you
[CUSTOMER][NEUTRAL] Oh Jamiloo.
[AGENT][POSITIVE] See, correct.
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Your account has been successfully created. Go to dashboard whenno yeah or I log in.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] At least an email address or send verification code.
[CUSTOMER][NEUTRAL] So I pay verification code.
[AGENT][NEUTRAL] Main que solicit errelajala contetarea sierra de la pajina entreava unpain.
[CUSTOMER][POSITIVE] I really enjoy meal.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] See quecommo said al principeleviaorqueno is solicit cirque nuva mental bio el cooque quevio solicitao.
[AGENT][NEUTRAL] What I.
[CUSTOMER][NEUTRAL] Say [PII] log in.
[CUSTOMER][NEUTRAL] There's a Paris.
[CUSTOMER][NEUTRAL] No, meta in the mimo send verification code.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But then I can solicit on.
[CUSTOMER][NEGATIVE] Yeah, yeah I we don't want that one.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK, that's all.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] There is a verified code.
[CUSTOMER][POSITIVE] Is the email address verifi[PII] you can now continue. Oh perfect I think.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Don't say this and the rest for my broker and [PII] how you lose it.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I come on
[AGENT][POSITIVE] Excellent so la cuenta.
[CUSTOMER][NEUTRAL] Or aera manage user resource center my group.
[CUSTOMER][NEUTRAL] Group details invoicing and theoso.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] See you on the vapo de contra so so a voice.
[CUSTOMER][NEUTRAL] I can get it.
[CUSTOMER][NEUTRAL] Invoice bill date [PII] a invoice in the quatrobe.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Puerto Rio and got.
[CUSTOMER][NEUTRAL] After reviewing, please submit the invoice to complete the process, submit the invoice Iocabier.
[CUSTOMER][NEUTRAL] Yeah I used to change the.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Select how you would like to pay this invoice ACH paper, no.
[CUSTOMER][NEUTRAL] ACH.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ah, but it's just part of auto paymentlojo I said on which day would you prefer to order payment to be processed?
[CUSTOMER][NEUTRAL] Uh, no gas primelooper just paraceloria.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] She fell and a momentosillo you know was solamente procedure con pago uh just on the serenista.
[CUSTOMER][NEGATIVE] No, no, no, pero, see, uh, I look, it's just paragoo me I have no.
[CUSTOMER][NEUTRAL] I me
[CUSTOMER][NEUTRAL] Confirm details or payment.
[CUSTOMER][NEUTRAL] I did so when I used to so.
[CUSTOMER][NEUTRAL] Invoice submitted.
[CUSTOMER][NEUTRAL] We pao.
[AGENT][POSITIVE] Perfect. I received your confirmation?
[CUSTOMER][NEUTRAL] You said schedule pay date.
[CUSTOMER][NEUTRAL] Is for email, no.
[AGENT][NEUTRAL] Isapa.
[CUSTOMER][POSITIVE] Uh, I think he correct he said thank you for using I said OK.
[CUSTOMER][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] Perfecto itambiejo establish auto payment, no.
[CUSTOMER][NEUTRAL] La.
[AGENT][NEUTRAL] Sipostolosustelostaciendo el el juo says butso que inino que lovaser silosealmente seria el decame.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well I
[CUSTOMER][NEUTRAL] They say the pro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] But a momento or no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Plas oh that condotego momentito a puerravisar alota el de la cuenta ivy el el auto payment as well on the system.
[CUSTOMER][NEGATIVE] Cheesy you know commoana orlando the auto payment it all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Claro.
[CUSTOMER][NEUTRAL] You may get que ques of messes don't know.
[AGENT][NEUTRAL] See, correct opreomo isimo de cambio del deinterfase parapode include todos functional.
[CUSTOMER][POSITIVE] Yeah, perfect.
[CUSTOMER][NEUTRAL] Well, why.
[AGENT][POSITIVE] Perfect. I'll go the other way.
[CUSTOMER][NEUTRAL] I come
[CUSTOMER][NEUTRAL] See um I the mira que.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Invoices that the Utimos invoices scheduled to pay on the rivers of payment.
[AGENT][NEUTRAL] No al algarro research information.
[CUSTOMER][NEUTRAL] No, but I say invoicing, yeah, but I send those invoices, you know, I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We work.
[CUSTOMER][NEUTRAL] No quistara says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Manage users.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See, I.
[CUSTOMER][NEGATIVE] Like no I got nothing on the air.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I mean I can I do the billing.
[CUSTOMER][NEUTRAL] Topics products, yeah.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Ah, no senselomiro depo nose.
[CUSTOMER][NEUTRAL] No no on the [PII].
[AGENT][NEUTRAL] And you know.
[CUSTOMER][NEUTRAL] Announcements enrollment.
[CUSTOMER][POSITIVE] Yeah, well, that's important eno mucha gracias.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] Gracie.
[CUSTOMER][NEUTRAL] That like me.