AccountId: 011433970860
ContactId: c53c8673-1e2e-4053-9acf-cf6014a720ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261890 ms
Total Talk Time (AGENT): 116334 ms
Total Talk Time (CUSTOMER): 71631 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c53c8673-1e2e-4053-9acf-cf6014a720ff_20250127T15:54_UTC.wav
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[AGENT][NEUTRAL] We the.
[CUSTOMER][NEUTRAL] Buenos Dias, um, you know, [PII] de la they say that wood and houses HOA association er a grouppo a number depo de cinco er uno.
[AGENT][NEUTRAL] OK, so before.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And number the group is Marijo.
[CUSTOMER][NEUTRAL] Unoiete cinco erono.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Oh, Cedarwood 10 houses.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Homeowner Association mhm.
[AGENT][NEUTRAL] Maria del Bale.
[CUSTOMER][NEUTRAL] Think it.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] car laila faturas sitressie nueve cuatroseietelamose uh puestoquerapagomaticotrave de la cuenta.
[CUSTOMER][NEGATIVE] Perver cards for pagada.
[CUSTOMER][NEUTRAL] If I if I.
[AGENT][NEGATIVE] OK, who says and are gonna to becaion contras respect to uh a spa radiad to.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Indian, um, the yamando est momentolepartamentoreclamos transfer par to the building perreque respect el pado group estabin.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect. The moment no.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, good morning. This is [PII] from Clinics. How are you doing today?
[CUSTOMER][NEUTRAL] I'm well. How about yourself?
[AGENT][POSITIVE] Very good, thank you. I have a a person named [PII] from group number 17501.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] [PII], uh, she had some questions in regards of the bill. Uh, do you think you'll be able to assist her?
[CUSTOMER][NEUTRAL] Uh, if she can speak English, I can, yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know what, I forgot to ask that, um.
[AGENT][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] I apologize. I don't, I don't speak Spanish very well at all.
[AGENT][NEUTRAL] Got you, got you. Uh, just give me one second. Let me go back to her and if she can speak English, I will, I will back to you and let her know and let you know.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] espanol in the department of been in a place.
[CUSTOMER][NEUTRAL] C.
[AGENT][POSITIVE] Perfect. Excellent labu transfers or permit no.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah, she does speak English.
[CUSTOMER][NEUTRAL] OK, you said her name was [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] I'm not sure if she's the contact that we have in the, on the group, but um she called in regards of a of a bill.
[CUSTOMER][NEUTRAL] Oh, OK, alright, you by chance did you verify her at all? You said I know you said you're not sure, but did you get her phone number by chance?
[AGENT][NEUTRAL] Um, no, no, no.
[CUSTOMER][POSITIVE] No worries, OK, you can send her on over thank you.
[AGENT][POSITIVE] All right, she already knows who she's gonna be trying to. Here she comes. Thank you very much.
[CUSTOMER][NEUTRAL] Yes, sir.