AccountId: 011433970860
ContactId: f6c05683-aae4-4010-8797-67a76de2bece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 940380 ms
Total Talk Time (AGENT): 448105 ms
Total Talk Time (CUSTOMER): 183036 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f6c05683-aae4-4010-8797-67a76de2bece_20250620T12:36_UTC.wav
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[AGENT][POSITIVE] One of the gusto.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One of the years in your common the other way.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because.
[AGENT][NEUTRAL] Silas.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Pero [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. My number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, no rea is [PII].
[CUSTOMER][NEGATIVE] The dexionness.
[CUSTOMER][NEUTRAL] [PII] says [PII].
[CUSTOMER][NEUTRAL] Telefonote just say say no [PII].
[AGENT][NEUTRAL] Which grassesitair el core electronic associpolia.
[CUSTOMER][NEUTRAL] Dear [PII].
[AGENT][NEUTRAL] Much is.
[CUSTOMER][NEUTRAL] When [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the MB, uh, asse moment so was he.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ela provaion paraquea undevito automatico de micuenta.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one I er permolafeyamo no one el devito.
[CUSTOMER][NEUTRAL] But I'll met the [PII] to say queria he the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Also, mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Guando esque a moment is el el devitomatico de la cuenta devanco or nounallochos or document.
[CUSTOMER][NEUTRAL] Yes definitely one prejunta uh.
[CUSTOMER][NEUTRAL] The deer reviso or 4 them also and that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I know I see Mao say is so kind.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] OK hold on a second I'll see you.
[CUSTOMER][NEUTRAL] My song scientosa you know the center.
[AGENT][NEUTRAL] Lebrontos um
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] El Dia de Mayo.
[AGENT][NEUTRAL] Just contacts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, supplement.
[AGENT][NEUTRAL] The ella personasiosequeer avia um.
[AGENT][NEUTRAL] On how to draft the scuenta de vanco queeria a queerlite de Mayo.
[AGENT][NEUTRAL] This is for sient via bueno basal look the mhm.
[CUSTOMER][NEGATIVE] Me a parent no.
[CUSTOMER][NEUTRAL] Apartamentosando la cuento deco.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] He, you know, rope esa pavocona geta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Indian
[CUSTOMER][NEUTRAL] Pero esque abcaca esto.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Porque er but yeah the oyao lemondeto a line for you know I format to the clico.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Plaque iodolo meintique is automatic squeal sepagos um.
[CUSTOMER][NEUTRAL] Estament.
[AGENT][NEUTRAL] Sigusta permittame unminuto linear boy uh contact to the parliamento mazomenos manos.
[CUSTOMER][NEUTRAL] When? You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Morning, [PII]. How are you doing?
[AGENT][NEUTRAL] I'm good, thank you. Sorry to bother you. Um, could you do me a favor? Can you please pull up policy number 2214381? I have some questions in regards to this policy.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] 4381.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Correct, yeah, I have the insured on the phone who's calling because apparently we haven't drafted the premium from his bank account. He stated that he sent this information long back ago and um this is the 3rd time that he calls because he calls every month to remind us, basically.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The, the, the, the, the premium for, for June, right?
[AGENT][NEUTRAL] But I asked him if if he sees any, any draft that happens you around the beginning of, of, of the month and he said no, he didn't. Um, what is the total?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was on Saturday.
[AGENT][NEUTRAL] Correct it takes a couple of days to get to a bank that's.
[AGENT][NEUTRAL] Yeah, yeah. What is, what was the total that we drafted on on the [PII] if you don't mind.
[AGENT][NEUTRAL] Uh, for this policy it's 16,160. I don't know if he might have another one or not. 16 160. No, I think he only got one. I think it's on this policy that is a lot, um.
[AGENT][NEUTRAL] Is there any way that I can say this or or that's exclusively for you guys?
[AGENT][NEUTRAL] You got a PIAT.
[AGENT][NEUTRAL] P I B A T O, OK.
[AGENT][POSITIVE] OK you too.
[AGENT][NEUTRAL] Um, so that shows that we've received June, but if you go to.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] C H R
[AGENT][NEUTRAL] B QPI.
[AGENT][NEUTRAL] You'll say um 69 2025.
[AGENT][NEUTRAL] Say
[AGENT][NEUTRAL] DFC that means draft.
[AGENT][NEUTRAL] 16, 160.
[AGENT][NEUTRAL] Mhm. Is BTFT? Oh, OK. Uh, BQPF. Yeah, no, no, and, and, and BQ BQP HR I see S B D F T.
[AGENT][NEUTRAL] What is, what is COIND?
[AGENT][NEUTRAL] That's where they apply it.
[AGENT][NEUTRAL] What it stands for
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Yeah, no, I see. Uh-huh.
[AGENT][NEUTRAL] It's where they apply.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] But yeah, yes.
[AGENT][POSITIVE] Yeah, he's up to date. I mean, I don't know. Yeah, that's so, that's so interesting.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, yes, that has account number maybe.
[AGENT][NEUTRAL] Uh, I, I would, at this point, I think, you know, how things are right now. I don't think people will allow money to be drafted their account and like, oh yeah, whatever, I'll call next week, you know.
[AGENT][NEUTRAL] Yeah, well, I mean.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah. Got you.
[AGENT][NEUTRAL] So it's basically the [PII]. The, the, the setup date is supposed to be the [PII] and of course on on on June, it happens on the [PII] because it was a weekend. Got you.
[AGENT][POSITIVE] I'm gonna write down this two screen. Well, that, the screen, the BQPHR, that's very interesting. I didn't have that one before.
[AGENT][POSITIVE] [PII], thank you very much. Sorry to bother you.
[AGENT][NEGATIVE] Oh yeah, you guys are not on the phone anymore, right? Yeah, you guys.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my [PII], yes, so lucky you guys, honestly.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh no, I, I'm sure you guys do that, yeah, yeah, definitely.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Thank you, [PII]. I appreciate you. Have a good weekend. We wanna talk to you again. All right, bye.
[CUSTOMER][NEUTRAL] Uh, Junio in on in hello.
[AGENT][NEUTRAL] Sagas.
[AGENT][NEUTRAL] C.
[AGENT][POSITIVE] Senior perfect. I see.
[CUSTOMER][NEUTRAL] So Elante.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] See contact conserv circa draft inform que effecto el draft serrabisa reel ovaraga el calamineargo para para elio.
[AGENT][NEUTRAL] Elsiete fue unfin semana for Salvadoraseiso alreor del reviscuenta reti de scientoses in the unsa.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] SK infeo uh m reel rotiro direct conteco and so yes just to pull outdo uh part del can.
[AGENT][NEUTRAL] [PII] I meannoski is is the semana and also er just sciente or.
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] is a
[CUSTOMER][NEUTRAL] There's a draft.
[AGENT][NEUTRAL] No, I for my one is informac on senior Vargas just.
[CUSTOMER][NEUTRAL] No, I for that but.
[AGENT][NEUTRAL] [PII] Vargas.
[AGENT][NEUTRAL] Aldredor del Nue de Jubavito.
[CUSTOMER][NEUTRAL] OK, I am, I am.
[CUSTOMER][NEUTRAL] Very d and
[CUSTOMER][NEUTRAL] Uh-huh. Come on it was.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And also little. Yeah, I did.
[CUSTOMER][NEUTRAL] The tavajo apple I see.
[AGENT][NEUTRAL] Yes yes, American public life level.
[CUSTOMER][NEUTRAL] See, see if
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEGATIVE] No mandaman thing.
[AGENT][NEUTRAL] Uh te registrospase el devito.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] JW throws.
[CUSTOMER][NEUTRAL] Automatic.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Bye.
[CUSTOMER][POSITIVE] Mucha gracia.
[AGENT][NEUTRAL] As recorded Aldo delte de queer devito de scientosis in the consento deucolement via tete osa donso assientellunas queue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no, solamentea mucha gracia.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] Oh yeah.