AccountId: 011433970860
ContactId: 0001d4a9-07cb-4db9-9ad7-3491f201be57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557200 ms
Total Talk Time (AGENT): 263039 ms
Total Talk Time (CUSTOMER): 267803 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0001d4a9-07cb-4db9-9ad7-3491f201be57_20250127T15:18_UTC.wav
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[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] See one of see I mean carry that.
[AGENT][NEUTRAL] We're gonna do the other way.
[CUSTOMER][NEUTRAL] Just a CV una come on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you say explanation of benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And claim number, the number of the claim.
[CUSTOMER][NEUTRAL] It's uh 2 Cinco Cincotido Cinco Carorce.
[AGENT][NEUTRAL] Tree cinco cuentos cinco cats.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, senorita verification information for a bringer of rein to direction in telephone.
[CUSTOMER][NEUTRAL] I go to also del Ochouereiete Cinco Southwest Cincopoent Sierra Benida.
[CUSTOMER][NEUTRAL] About the mento decioserocuadro [PII] reres un say isocho say trenju uno Ochocinco no face.
[AGENT][NEUTRAL] sit reel correo electronico sociado [PII].
[CUSTOMER][NEUTRAL] It has no carriadre face face.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A [PII] no [PII] no [PII] a goreo OK uh no not to dano in no noo.
[AGENT][NEUTRAL] no, no, no solamente is paraque el reelectronic system.
[CUSTOMER][NEUTRAL] Oh, it's a.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, uno quevise carrial arobas MFA.
[CUSTOMER][NEUTRAL] They can.
[CUSTOMER][NEUTRAL] Oh, I guess I, I said a draw.
[CUSTOMER][NEUTRAL] Sierra Cao person.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Oh well get them.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Cola.
[CUSTOMER][NEUTRAL] No, no, no, no, they have to get it. They havelolo no my man uh commoyama notcapocare nolomiro.
[AGENT][NEUTRAL] No, no, no. It's so let me.
[CUSTOMER][NEUTRAL] Metapalipali.
[AGENT][NEUTRAL] Claro, Claroorino, no, er, the core electronicoque tenemos in a system solamente parasuria de la se this parauer confirm in a moment alinjama.
[CUSTOMER][NEUTRAL] See if I, if I play and play and the heloy.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Excellent mosa riadotubo unserviio medioella mergencia oscuato.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Like because the beneficio cure the parted num re clamores.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Drink cincosino cinco esparaberquejamovido estre clamoechetanegando de vido que dupliccas.
[CUSTOMER][NEUTRAL] Ah, it's a look on this erraqueos loon.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cal Pacelopoondoli.
[AGENT][NEUTRAL] He was el prime primero and solo pagamosamente emergencia sisimos unpago de mi resin string the cuatrolares conchos.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Ah, OK, telling you know viavitodole.
[CUSTOMER][NEUTRAL] My only sao to.
[CUSTOMER][NEUTRAL] Ao condoman bill aon nouna avian pueto line for mata OK youre lady Io he.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] El me me polia [PII].
[AGENT][NEUTRAL] Clara.
[CUSTOMER][NEGATIVE] And yet tapasad for me God and medijero oh no soladijoer I includes the money from my nose baladijoitillomore messes over commo vaquemando elvireohalgo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Clara.
[CUSTOMER][NEUTRAL] OK close to pagando.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, I get how tight, OK.
[CUSTOMER][NEUTRAL] You say cancel me only.
[AGENT][NEUTRAL] See the tournament no no no somos por kilos for pork pagoseiso at West Kendal Baptist Hospital tomore he is the pagoseiso lean so.
[CUSTOMER][NEUTRAL] Lobao
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I can right now I'm a just for I mean it is a visio.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let
[AGENT][NEGATIVE] reclamo pooskos los que prime the er clamo cagado for es de la prime prime lamentoso nosamosques loque paso porque.
[CUSTOMER][NEUTRAL] No, serious.
[CUSTOMER][NEUTRAL] But Iain esoto.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah yeah me and don't be.
[CUSTOMER][NEUTRAL] Isacavareladaroque parado bandaro wont be sore.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] They will not say no, no sir. I have waken up on quite the no.
[AGENT][NEUTRAL] See porquesuste de bile aussto peroreclamoon nos lembigaro de estano no tienes and inandoesvi de resinolas um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Look sitting against the car so yeah.
[CUSTOMER][NEUTRAL] Yo, no, you know where your mother is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So where am I up OK.
[AGENT][NEUTRAL] She
[AGENT][NEGATIVE] Correct, to communicioles matai con respecto porqueos les tabanindovi de resinto zolare.
[CUSTOMER][NEUTRAL] Claro?
[AGENT][NEUTRAL] Uh, in Augusto.
[AGENT][NEUTRAL] See you er oscius pero noavienzo lamo con apele as erro de is know.
[CUSTOMER][NEUTRAL] No, aos mamandaro and elvino alcommanoture the the mil algo or the immiltos scientos even manda won be the milos scientos all of it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just say here Jackie time cluido loque bar that yeah me don't know it soon as [PII] of that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] Yeah I novire.
[CUSTOMER][NEUTRAL] O Odysiaquesacavarela yeah mecamanan bill total derecio to Santiago de dolare.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Into nose bao.
[AGENT][NEUTRAL] See, no, no, no so mucho que vilaino mas.
[CUSTOMER][NEUTRAL] Your way your way I'm the minute can tell you where I I use I can look at tabasan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] porque porque bill austele queuenoramos porque yako de los relo segus pago party in par.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] See what kind of village?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Pero pero no pue and no no and and [PII] and this de quelos.
[CUSTOMER][POSITIVE] Oh, OK, tell me in your way uh I am a thank you for look at that way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean it via [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no no no no.
[AGENT][NEUTRAL] All right, [PII], I see. So you know reso leo miao a notification where they get.
[CUSTOMER][POSITIVE] And well the cool gracias.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] E ester clamo duplicado porque viamodo redo all right.
[CUSTOMER][NEUTRAL] Galer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Bueno gracia [PII].
[AGENT][NEUTRAL] I'll go.
[CUSTOMER][NEUTRAL] No, me and my.
[AGENT][NEUTRAL] Get on.
[CUSTOMER][NEUTRAL] Could I ask you.
[CUSTOMER][NEUTRAL] Mm bye.