AccountId: 011433970860
ContactId: d2e9e53f-0185-4047-9cbc-7e8054e9250b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 824559 ms
Total Talk Time (AGENT): 226821 ms
Total Talk Time (CUSTOMER): 226039 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d2e9e53f-0185-4047-9cbc-7e8054e9250b_20250505T21:53_UTC.wav
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[AGENT][POSITIVE] Gracias a American public life minores [PII] Cole polia.
[CUSTOMER][POSITIVE] Hey, all I wanna start this um.
[CUSTOMER][NEUTRAL] Uh, mereque so you travajo in Latino saloon yentonsekisierra saber um evidemi contraeniami nombresario yon says quesabermi mi cuenta.
[CUSTOMER][NEUTRAL] Meterheta
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Necesitona copeoje.
[CUSTOMER][POSITIVE] Say correct.
[AGENT][NEUTRAL] OK, ATNSummarapolia.
[CUSTOMER][NEUTRAL] Minummero de polia momento.
[CUSTOMER][NEUTRAL] Um, no, no tango.
[AGENT][NEUTRAL] OK, quite noma seguroso yes.
[CUSTOMER][NEUTRAL] Uh huh, see a moment.
[CUSTOMER][NEUTRAL] CH Jose?
[CUSTOMER][NEUTRAL] Quarenta Uno CSA Quarrea.
[AGENT][NEUTRAL] It's the number is assent to.
[CUSTOMER][NEUTRAL] See Minnores Miguel brunette.
[CUSTOMER][NEGATIVE] Uh, fetchescimento and erro DCAs.
[CUSTOMER][NEUTRAL] Del went I think
[AGENT][NEUTRAL] No ionic or electronico.
[CUSTOMER][NEUTRAL] See, and my direction is uh the in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In Morreo is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] it's a heel corre personal noses.
[AGENT][NEUTRAL] CSS gettenemo um so neesita lebia unanno.
[CUSTOMER][POSITIVE] Uh huh perfect.
[CUSTOMER][POSITIVE] Say correct.
[AGENT][NEUTRAL] Is registerna nostrapajina the web or or no malovi all username.
[CUSTOMER][NEUTRAL] See the [PII] pajinno see.
[AGENT][NEUTRAL] Um, yeah, tena cuenta conotro sotaviano.
[CUSTOMER][NEUTRAL] Uh, see, see my Pasecacy.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Is this a a user name?
[CUSTOMER][NEUTRAL] No, no, it's what I'm being low.
[CUSTOMER][NEUTRAL] I'll be there.
[AGENT][NEUTRAL] OK, hey master visalienta versaa usernameraquepoda intrada scuenta is the the moment momentolo upon a line espea OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] and [PII].
[AGENT][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] Good how are you? Haven't talked to you in a long time.
[CUSTOMER][POSITIVE] I know I'm doing good. What you got for me today?
[AGENT][NEUTRAL] It's policy 259-585-9 for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just need his username.
[CUSTOMER][POSITIVE] Oh, no problem. Hang on just a second.
[CUSTOMER][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] He doesn't have an account set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you serious? He doesn't have one? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, there, there's not one that it says that Li Constitute does not have an OSC profile. I know that back a couple years back, they set up accounts, but when we revamped the online service center, we wiped everybody out and everybody else was supposed to go back out there and recreate an account, so he might have just didn't realize that he never created a new one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll let him know then thank you.
[CUSTOMER][POSITIVE] You're welcome. Let me know if you need anything else, and I hope you have a good day.
[AGENT][POSITIVE] Thank you. Have a good day bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh I see, see hello.
[AGENT][NEUTRAL] OK, gracis forests, um, so like and is not tinona cuenta so tiquererasepola primeraves.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm. So
[CUSTOMER][NEUTRAL] Uh, intendendo OK uh intentra me medijo que queya soololotenia um
[CUSTOMER][NEUTRAL] I have one sera.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and to say.
[CUSTOMER][NEUTRAL] OK, and to me, OK.
[AGENT][NEUTRAL] See, so via, um, a registarcuano lepique porque are preuntar unuevos sario, so as a new user.
[AGENT][NEUTRAL] It's a male individual own employose selectionaque individual yeah va la peo sero socio deco postalli to electronico el cor electronico vaque me el person.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Anton says the aba poderbelaopia soarjeta is a tartaquelevieismora una semana pale yega su casa.
[CUSTOMER][NEGATIVE] In no no [PII] de cargario digital.
[AGENT][NEUTRAL] See he say she say um.
[AGENT][NEUTRAL] And scribanoscuenta de Apele prime.
[AGENT][POSITIVE] Yeah I devela cola tarjeta yes yes claacionesi versus beneficios.
[CUSTOMER][NEUTRAL] Uh, I do.
[CUSTOMER][NEUTRAL] And the Nintendo.
[CUSTOMER][NEUTRAL] Mhm don't say have go.
[CUSTOMER][NEGATIVE] Mm, this uh oops, there was uh one problemma.
[CUSTOMER][NEUTRAL] OK Nunoue.
[CUSTOMER][NEUTRAL] OK, no, sir, was found with the information that was entered. Please try again, but I collect it on the uh.
[CUSTOMER][NEUTRAL] A new user.
[AGENT][NEUTRAL] Mhm it's like no case on individual.
[AGENT][NEUTRAL] Eco electronico [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I bet I, OK.
[CUSTOMER][NEUTRAL] No one to sin mhm.
[AGENT][POSITIVE] Bede Bueno.
[CUSTOMER][POSITIVE] Be de bueno.
[AGENT][NEUTRAL] OK, the helo Cambia.
[AGENT][NEUTRAL] Apeno and cinco.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] OK, is located in de [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, me and Lidolomo.
[AGENT][NEUTRAL] Late mejo Iramos and so [PII] burnnebayu er [PII] a.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Uh, may I repeat that Bay.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] Uh, [PII]. OK, so lot [PII], um.
[AGENT][NEUTRAL] Alistanteosemora [PII] and tonsque de lelo molotenemosel systemques beer.
[AGENT][NEUTRAL] a tete it's loa core here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Intocelearia a user or a logging.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] New user on individual evapolapio comolomonotros burnett.
[CUSTOMER][NEUTRAL] Mhm beer and a.
[AGENT][NEUTRAL] Note, uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I.
[AGENT][NEUTRAL] So be er a a tete porquelocabo intenario is condolete mhm mhm.
[CUSTOMER][NEUTRAL] A condolete uh condolete.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I see yeah what I see.
[AGENT][NEUTRAL] OK, yeah, condo is a resibalatarjeta lava resivi con and lapido correto is the no masquenovarelejarea manana.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] And to say how come Itapiendo a user name password confirm password uh telephone, uh huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, seria seria is fine yeaher um memoando miuente, yeah.
[AGENT][NEUTRAL] See. Mhm.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] In Mearia in inqueo mearia la casa.
[AGENT][NEUTRAL] La tata semana.
[AGENT][NEUTRAL] Paraquelasreasuaido and elma nolovarasa manana.
[AGENT][NEUTRAL] Porqueciento la cota lapimal.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Perillo man ya manana dear.
[CUSTOMER][NEUTRAL] Uh, in you know podria de cargari that's a form of podesal lasi.
[AGENT][NEUTRAL] la masque nombrestacorreto car la manana.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm see
[CUSTOMER][POSITIVE] Uh huh. Perfect. OK, OK, bueno mucha gracia.
[AGENT][NEUTRAL] See the another Alma.
[CUSTOMER][NEUTRAL] Uh, no, not male booche mhm bye bye.
[AGENT][NEUTRAL] OK, by the one yeah. I just, I just be in my American public life bye.
[CUSTOMER][NEUTRAL] Mhm bye.