AccountId: 011433970860
ContactId: bd683ae5-7f75-4fac-8ad0-2333b80558e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271179 ms
Total Talk Time (AGENT): 140280 ms
Total Talk Time (CUSTOMER): 90662 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/bd683ae5-7f75-4fac-8ad0-2333b80558e4_20250501T19:58_UTC.wav
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[AGENT][NEUTRAL] I'm gonna start this Mrs.
[CUSTOMER][NEUTRAL] In [PII] Cares my Maria del Valle or the Cedar Wood Townhouses Association and uh group number is Unoiete cinco er Uno.
[AGENT][NEUTRAL] [PII] part or the guacilidas.
[CUSTOMER][NEUTRAL] The Cedar Wood townhouses actually.
[AGENT][NEUTRAL] OK, and you, may I repeat my number for our sister.
[CUSTOMER][NEUTRAL] No the group unocinco er [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh no theinco said no perfecto Cedarwoods townhouse for that.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Euro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ines um moa questiro quira la senora Janni coin.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that your property management and the other.
[CUSTOMER][NEUTRAL] So a part or nero yeah [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] OK, [PII]'s put it on. See you.
[CUSTOMER][NEUTRAL] [PII]'s Poin mhm.
[CUSTOMER][NEUTRAL] Paramola de la poria.
[AGENT][POSITIVE] Perfect. And a department buildingque con consolidaparamento declamos permit noorte [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Belva.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Ok, he peta.
[AGENT][NEUTRAL] See see no but let's see loqueso claro loqueso primero internalamento claims paralego erendo el moist la persona so partamento correct permits the part.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This preo see as as amola la polia parapo de papatura see depo permee and no meda one faturaueva or themeda mreto.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Began.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Is this a good OK you're gonna put it at in the like at the las skiing and sing it that way.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEGATIVE] Per no.
[CUSTOMER][POSITIVE] OK gracias
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes this is.
[AGENT][NEUTRAL] I'm sorry, I can barely hear you. Who's this?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Oh, [PII], hi, how are you doing?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][POSITIVE] Very good, thank you. Oh, you remind me. That's good.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I do remember you
[AGENT][POSITIVE] That's good. Yeah. How's, how's everything?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Everything's great. What about you?
[AGENT][POSITIVE] Everything's fine. Everything's fine. Glad you're back.
[CUSTOMER][POSITIVE] Good. I'm glad to hear that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], um,
[AGENT][NEUTRAL] You're in Billing, right?
[CUSTOMER][NEUTRAL] I am, yes, I'm in that.
[AGENT][NEUTRAL] Perfect. I have a member, well, not a member. I have group number 17501 on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the name of the person on the line is [PII].
[AGENT][NEUTRAL] And she's calling in regards to the billing that they received, um, and also she had questions about apparently one of the members is no longer part of the company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she was wondering how is this gonna be, you know, she, she, first she wants to remove this person and then
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How does that, how does that portion of the premium is gonna be taken, you know, if they're gonna receive any.
[AGENT][NEUTRAL] Credit for the next billing or something.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, her name is [PII]. Is that right?
[AGENT][POSITIVE] All right. So we know she's gonna be transferred, [PII]. So, here she comes. Thank you very much. Hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thanks, [PII].
[AGENT][NEUTRAL] Bye.