AccountId: 011433970860
ContactId: ca8ab201-11fd-428e-a91e-4dc4dc7ffeb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393880 ms
Total Talk Time (AGENT): 100521 ms
Total Talk Time (CUSTOMER): 196980 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ca8ab201-11fd-428e-a91e-4dc4dc7ffeb3_20250109T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in um [PII]. I have a policy um group number 26844.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have [PII] on the other line. He's calling about making a payment, um, but he only speaks Spanish.
[AGENT][NEUTRAL] Oh, I'm not gonna be able to help him if he only speaks Spanish. If you could stay on there maybe. Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna stay on the line to translate, mhm.
[AGENT][NEUTRAL] I mean I can understand a little bit but not enough for business purposes.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Let me just get
[CUSTOMER][NEUTRAL] Give me one second, I'm gonna bring him on the line. Are, are you ready or?
[AGENT][NEUTRAL] Um, let me just get logged into the site real quick so I can take the payment.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] We can take payments over the phone.
[AGENT][NEUTRAL] By credit card only.
[CUSTOMER][NEUTRAL] Oh OK, good to know.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] OK and you said [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] Uh hello. Seenemosa umbrella linea la espanol pagole.
[CUSTOMER][NEUTRAL] Contartare. See, mhm.
[CUSTOMER][NEUTRAL] A nose for that one.
[CUSTOMER][NEUTRAL] You have to you have to complete.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] I wait, I wait.
[CUSTOMER][NEUTRAL] Those that fast and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] OK, um, so he says he is gonna make a credit card payment and I'll just translate the numbers.
[AGENT][NEUTRAL] OK, give me one second, let's see here.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] How much is he wanting to pay today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Quantoque.
[CUSTOMER][NEUTRAL] No, I actually, I wanna pay the, our bill from, from January.
[AGENT][NEUTRAL] January, OK.
[CUSTOMER][NEUTRAL] So we paid in December 473 with 84. I don't know if it is the same.
[AGENT][NEUTRAL] Yes, sir, it is.
[CUSTOMER][NEUTRAL] OK, so we want to pay that amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Invoice number was.
[AGENT][POSITIVE] All right. I'm ready for the number when you are.
[CUSTOMER][NEUTRAL] OK. So, OK, the numbers are 5571.
[CUSTOMER][NEUTRAL] 3400.
[CUSTOMER][NEUTRAL] 7063.
[CUSTOMER][NEUTRAL] 2730.
[AGENT][NEUTRAL] Your expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code on the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] They be what?
[AGENT][NEUTRAL] The billing zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have a charge in the amount of $473.84.
[AGENT][NEUTRAL] Once I get this processed, I will have an authorization number for you.
[CUSTOMER][POSITIVE] OK, great, perfect.
[AGENT][NEUTRAL] All right. I can also send that receipt via email if you would like.
[CUSTOMER][NEUTRAL] Yes, do you have my email?
[AGENT][NEUTRAL] I don't know if you could just quickly give it to me I can put it in.
[CUSTOMER][NEUTRAL] Uh, it's from
[CUSTOMER][NEUTRAL] Yes, you know, OK. My, my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, I don't know, [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's what?
[CUSTOMER][NEUTRAL] Like, I don't know, go, I don't know. And oh.
[CUSTOMER][NEUTRAL] I don't, OK, at.
[CUSTOMER][NEUTRAL] Uh, that's the, the, the, the company name in Chile orrubaes S.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, that's gonna be [PII]
[CUSTOMER][NEUTRAL] I don't know, sorry, sorry. I, I, I made a mistake. I'm sorry. Oh my [PII].
[AGENT][POSITIVE] No worries, it's OK.
[CUSTOMER][NEUTRAL] No, I, I was giving the, the part, part of my personal email. It's [PII]
[CUSTOMER][NEUTRAL] [PII], my name, but [PII], and my last name [PII]
[CUSTOMER][NEUTRAL] [PII] and [PII], the same one that I gave you before. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I just wanted to confirm it's the same one we have in our system so I've got that one perfectly so.
[CUSTOMER][POSITIVE] Uh, perfect. That's great.
[AGENT][NEUTRAL] All right, that should be coming your way. Would you still like the authorization number?
[CUSTOMER][NEUTRAL] Uh, yes, yes, why not?
[AGENT][NEUTRAL] I'm sure it's on that receipt. It's 131021.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] 21. OK, got it. Perfect. So it's already paid.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, no, but it's already paid, no?
[AGENT][POSITIVE] Uh, yes, sir. I just got that taken care of now. I'll get that processed as soon as we get off the phone.
[CUSTOMER][POSITIVE] OK, great, perfect. Thank you very much.
[AGENT][POSITIVE] Thank you very much. You have a great day and thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you. You too. OK, bye-bye.
[AGENT][NEUTRAL] Mm, bye-bye.
[AGENT][NEUTRAL] Mhm