AccountId: 011433970860
ContactId: d773aae5-16c4-4064-94b5-d7aeb07a91d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 962869 ms
Total Talk Time (AGENT): 297891 ms
Total Talk Time (CUSTOMER): 197634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d773aae5-16c4-4064-94b5-d7aeb07a91d9_20250616T18:28_UTC.wav
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[AGENT][NEUTRAL] We want to start this augusto.
[CUSTOMER][NEUTRAL] Oh yeah when this minombres Joani vivasest toyamando um the part the crown linen.
[CUSTOMER][NEUTRAL] Porque to redo deer sign up I mean uh la cuenta porqueque can be on our website in medi quelimen noreconose to er el pagola facta mete who knew.
[AGENT][NEUTRAL] OK, and Sitara cons uh pre to put that in the group.
[CUSTOMER][NEUTRAL] Uno say cuatro ventinue.
[AGENT][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Nvivas.
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me correct.
[CUSTOMER][NEUTRAL] Mm, no say no creo porque er loo peroqueroque signing de la cuenta loisola ema anonami.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, inosae el cora electronico iaviena sociati and opera is uh.
[AGENT][NEUTRAL] It's look at pasta she's she was still on electronico different systems and all sir.
[CUSTOMER][NEUTRAL] Mm, see the quetenia er this que el era unuso quesil Latina montes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so what is el core momento.
[CUSTOMER][NEUTRAL] Accounts payable Aroba [PII].
[AGENT][NEUTRAL] Accounts
[AGENT][NEUTRAL] Payable
[CUSTOMER][NEUTRAL] Payable mhm accounts con er remina cones es buleloo Ntees pay pay ah riega be the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Perde LA aroba crown linen punton.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Linn
[CUSTOMER][NEUTRAL] Mhm. Uh, can I, can I try the meal?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Una.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] See, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wua.
[AGENT][NEUTRAL] Accounts payable.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] You say squad.
[AGENT][NEUTRAL] Senior person on the road.
[AGENT][NEUTRAL] la.
[AGENT][NEUTRAL] Um, so you give us for permitir one moment and a linear ja so much.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from Claims.
[CUSTOMER][NEUTRAL] Hello. Hey, how are you doing?
[AGENT][NEUTRAL] Good, and yourself?
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Happy Monday.
[CUSTOMER][POSITIVE] Happy Monday to you too. How you doing good?
[AGENT][POSITIVE] I'm doing well, thank you very much. Um, and I have, I have a group number 16429 on the line with problems trying to create an account online.
[CUSTOMER][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they speak Spanish as well?
[AGENT][NEUTRAL] They do.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. So let me
[AGENT][NEUTRAL] Alright. Here's the thing, uh, the person who's calling, apparently she's the one in charge of making payments now.
[AGENT][NEUTRAL] However, apparently there was another person who used to do that and create the account before and she was trying to register.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] The person [PII] on file is the old person?
[AGENT][NEUTRAL] I believe so. I believe so. Here's the thing, apparently this person is no longer in the company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're trying to register a new email to make the payments.
[CUSTOMER][NEUTRAL] So they're not gonna be able to, they need to send an email to care team.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] With the new group, with the new group admin's name, email, and phone number?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Along with anyone else that needs to be updated, that, that needs to have access to the group. And then once we update the new group admin's email, that's the email address that they would use to create an account, but they're trying to create an account with the email that's not in the system yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, that's, that's what I told her that apparently, I mean, of course, if she's trying to use another email that is not the one that we have a record before, it will be.
[AGENT][NEGATIVE] Clearly impossible not to be able to, to register, you know.
[AGENT][POSITIVE] So that's why I was calling you to see if there was something that we can do about it, but of course it's uh the email works perfectly. The information of the the new administrator and whoever they want to put as well along with the administrators, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And then we'll update the list and then once they get the confirmation that the email, the information has been updated, then they can go in and try to um create the account.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] To create account. OK, OK, so we, we, we send it back and um, well, we send another email saying that, OK, the information has been updated, you're more than welcome to go and make the account out, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It'll just say like the request has been completed and then they'll know to go in and they can um, you know, create it.
[AGENT][POSITIVE] Gotcha. All right. Thank you very much, [PII].
[AGENT][POSITIVE] Have a good weekend. I mean, good afternoon this weekend.
[CUSTOMER][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Have a good week.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Is there any revers?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm, yes, see.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] was one of my contact of departmental the care team informs [PII]ystem mosques and being uncorre electronico uh la cuenta the care team.
[AGENT][NEUTRAL] Aroba, I am a public untoum.
[AGENT][NEUTRAL] Consola cuenta part cacao consum noon.
[CUSTOMER][NEUTRAL] We not
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the papar informalletoqueenouela la minita or a principal er la personacasino beneficial laminitra or a principal arraga liquia pueamo intenallo easi me an access for me.
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] I laments or personal questa um.
[CUSTOMER][NEUTRAL] OK, come on heli medi ulta.
[AGENT][NEUTRAL] Claro. It's K C R L A.
[AGENT][NEUTRAL] D E R M A.
[AGENT][NEUTRAL] Aroba
[AGENT][NEUTRAL] A public public person to come.
[CUSTOMER][NEUTRAL] OK, Ilomokemanjo or man.
[AGENT][NEUTRAL] Look la persona.
[AGENT][NEUTRAL] Use la la si telecom correct.
[CUSTOMER][NEUTRAL] Yes, the um
[AGENT][NEUTRAL] OK, Sieneseola personaqueradora del groupo estodala informacion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pairs bueno el el electronic osar sevaliaralistabeandao cone al junto su informac the bien er pu the opacion del group opacion del group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, um, Buenos A mucha gracias.
[AGENT][NEUTRAL] It's gonna send it to the.
[CUSTOMER][POSITIVE] You're welcome. Mm bye.