AccountId: 011433970860
ContactId: d63e234e-abfb-4efe-b82b-ffc7ffe4de0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142770 ms
Total Talk Time (AGENT): 67640 ms
Total Talk Time (CUSTOMER): 30790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d63e234e-abfb-4efe-b82b-ffc7ffe4de0b_20250211T19:39_UTC.wav
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[AGENT][NEUTRAL] We're gonna conquito.
[CUSTOMER][NEUTRAL] A Porto wine.
[CUSTOMER][NEUTRAL] Yeah mago telephonic telephone.
[AGENT][NEUTRAL] Um, spago solamente por permit me, uh, eso caviero.
[CUSTOMER][NEUTRAL] says ocho qua quattro.
[AGENT][NEUTRAL] OK, what are we doing on the.
[AGENT][NEUTRAL] Ms [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Puerto Vijo wines correct dose.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. Senorda boy I get transferrilo pazamento the billing perquepanstilojooner sussunto deo solomentelequirounteralgo roqueno tendi quiespanola.
[CUSTOMER][POSITIVE] It's super espanol.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Uh, peritonito boya uh avers.
[CUSTOMER][NEGATIVE] No, no, she's, it's, it's a losing very important one, she has it.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. How are you doing? This is [PII] from Claims. Um, I have group number 264, I'm sorry, 26844 on the line.
[AGENT][NEUTRAL] The person on the phone name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's calling to make a payment over the phone. Is, is that possible? Can you, can you assist him with that?
[CUSTOMER][NEUTRAL] Yeah, you can send them to me.
[AGENT][NEUTRAL] Sure. He knows who's gonna be transferred. Here she comes. Thank you.