AccountId: 011433970860
ContactId: fe0ada5a-97a9-4b38-970c-e124329dbadf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494529 ms
Total Talk Time (AGENT): 81153 ms
Total Talk Time (CUSTOMER): 274134 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/fe0ada5a-97a9-4b38-970c-e124329dbadf_20250109T17:58_UTC.wav
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[AGENT][NEUTRAL] That's just being a mad American public life, you know bless [PII].
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[CUSTOMER][NEUTRAL] Studio de Puertovijo pale la cuentapo in online cuentacolopagomaticolo I the the the web page.
[AGENT][NEUTRAL] OK, see, um, traveling place?
[CUSTOMER][NEUTRAL] Uh, see,
[AGENT][NEUTRAL] See [PII] is a partamento pero we are seeing cuentralen espanosqueon la linea conositaque quiletraduca.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] No, but or oragupos el pago.
[AGENT][NEUTRAL] Ok, quelo de Grupo.
[CUSTOMER][NEUTRAL] numerel Grupo is do says ocho cuatro cuatro.
[AGENT][NEUTRAL] OK, the hele am I and the department to you will see in controlling car espanol momento.
[CUSTOMER][POSITIVE] Mucha gracias.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You always do it I don't know why.
[AGENT][NEUTRAL] [PII] wins [PII].
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in um Medlink. I have a policy um group number 26844.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have [PII] on the other line. He's calling about making a payment, um, but he only speaks Spanish.
[CUSTOMER][NEUTRAL] Oh, I'm not gonna be able to help him if he only speak Spanish if you could stay on there maybe, oh, OK.
[AGENT][NEUTRAL] Yeah, I'm gonna stay on the line to translate, mhm.
[CUSTOMER][NEUTRAL] I mean I can understand a little bit but not enough for business purposes.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Let me just get
[AGENT][NEUTRAL] Give me one second, I'm gonna bring him on the line. Are, are you ready or?
[CUSTOMER][NEUTRAL] Um, let me just get logged into the site real quick so I can take the payment.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] We can take payments over the phone.
[CUSTOMER][NEUTRAL] By credit card only.
[AGENT][NEUTRAL] OK, good to know.
[CUSTOMER][POSITIVE] Yeah, OK, I'm ready whenever you are.
[AGENT][NEUTRAL] OK and you said [PII], right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] Uh hello, see Monicauo.
[AGENT][NEUTRAL] Tenemosa amber la lineaeala espanol peroque puetoum pago portelefono contarjete creo.
[CUSTOMER][NEUTRAL] Contarjeta dereto.
[AGENT][NEUTRAL] See. Mhm.
[CUSTOMER][NEUTRAL] A nose units.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have to, you have to complete.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Oh wait, I wait.
[CUSTOMER][NEUTRAL] It was that that um.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEGATIVE] See aquito.
[CUSTOMER][POSITIVE] Lito perfecto.
[AGENT][NEUTRAL] OK, um, so he says he is gonna make a credit card payment and I'll just translate the numbers.
[CUSTOMER][NEUTRAL] OK, give me one second, let's see here.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] How much is he wanting to pay today?
[AGENT][NEUTRAL] Quanto queria pagar
[CUSTOMER][NEUTRAL] No, I just wanna
[CUSTOMER][NEUTRAL] No, actually, I wanna pay the, our bill from, from January.
[CUSTOMER][NEUTRAL] So we pay in December 473 with 84. I don't know if it is the same. Yes, sir, it is.
[CUSTOMER][NEUTRAL] OK, so we want to pay that amount.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Invoice number was.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Your expiration date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The security code on the card.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] They be what?
[CUSTOMER][NEUTRAL] The billing zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, I have a charge in the amount of $473.84.
[CUSTOMER][NEUTRAL] Once I get this processed, I will have an authorization number for you.
[CUSTOMER][POSITIVE] OK, great, perfect.
[CUSTOMER][NEUTRAL] All right. I can also send that receipt via email if you would like.
[CUSTOMER][NEUTRAL] Yes, do you have my email?
[CUSTOMER][NEUTRAL] I don't know if you could just quickly give it to me I can put it in.
[CUSTOMER][NEUTRAL] Yes. OK. My, my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, I don't know, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] Like, I don't know, both, I don't know, and all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's the, the, the, the company name in [PII] S.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] All right, that's gonna be [PII] sorry, sorry. I, I, I made a mistake. I'm sorry. No worries, it's OK. 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].
[CUSTOMER][POSITIVE] 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. Uh perfect that's great. Alright, that should be coming your way. Would you still like the authorization number?
[CUSTOMER][NEUTRAL] I'm sure it's on that receipt. It's 131021.
[CUSTOMER][POSITIVE] 21 OK got it perfect. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, no, but it's already paid, no?
[CUSTOMER][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. Thank you very much you have a great day and thank you for calling ATO.
[CUSTOMER][POSITIVE] Thank you you too thank you bye bye bye.