AccountId: 011433970860
ContactId: 01274b3c-f05c-4b41-a2b2-89797b2b4f15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640590 ms
Total Talk Time (AGENT): 241292 ms
Total Talk Time (CUSTOMER): 276916 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/2025/01/06/01274b3c-f05c-4b41-a2b2-89797b2b4f15_20250106T22:24_UTC.wav
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[AGENT][NEUTRAL] When I tell graciapelegusto.
[CUSTOMER][NEUTRAL] On Renedos Ortega.
[AGENT][NEGATIVE] You come on you.
[CUSTOMER][NEUTRAL] OK yes so mando porque, um, I do no message donre message canaia.
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEUTRAL] Iromo the medical.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Sonya is numerous, uh, the estes America can que noseguro.
[AGENT][NEUTRAL] OK, so you know thatjetaostaseguro the ques.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][NEUTRAL] Mediqueyama.
[AGENT][NEUTRAL] OK, so, OK, your class politina, uh, cue numero de polisa.
[CUSTOMER][NEUTRAL] Uh this is employer ID.
[CUSTOMER][NEUTRAL] This is there.
[CUSTOMER][NEUTRAL] Cuatro.
[CUSTOMER][NEUTRAL] Nue does
[CUSTOMER][NEUTRAL] Quatro does does.
[AGENT][NEUTRAL] Um, the numero caprese con uh conro conte dejitos.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, comoquetea Maria.
[AGENT][NEUTRAL] Policy er.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, no, no, no inquito, is this a medical claim to be to me and I was you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, demo card.
[AGENT][NEUTRAL] Information on information on personal, OK.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Me uh keep us investigate alre and I.
[CUSTOMER][NEUTRAL] That hit [PII].
[AGENT][NEUTRAL] OK, [PII] or [PII] here.
[CUSTOMER][NEUTRAL] uh no so uh.
[CUSTOMER][NEUTRAL] Nova.
[AGENT][NEUTRAL] Co.
[CUSTOMER][NEUTRAL] Last week of
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEGATIVE] It a go to no one.
[AGENT][MIXED] OK, pero es quetienne consumador.
[CUSTOMER][NEUTRAL] So just like that.
[CUSTOMER][NEUTRAL] See quebado con like stuffing uh say I'm a surge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Search staffing.
[CUSTOMER][NEUTRAL] C U R G E
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, that keeping less.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] He segu peru noibayaguo nose uh lebaya as a little so quete and maintained.
[AGENT][NEUTRAL] Ma majino quesosque una our systemma papa paque pueda initial la cuenta.
[CUSTOMER][NEGATIVE] OK, uh, oh, OK, so you get nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The by.
[CUSTOMER][NEUTRAL] On that and I think of I was.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK gracias have then Carlo.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oslopobajoe dementosejala group of completeto moment it.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They say employer ID scale.
[CUSTOMER][NEUTRAL] Ilori this group.
[CUSTOMER][NEUTRAL] Uh, they know the number or no no whentacuatros here face.
[AGENT][NEUTRAL] The numbers um mayjoqueegidoes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Avalos Ortega.
[AGENT][NEUTRAL] Any of those?
[CUSTOMER][NEUTRAL] Uh, but
[CUSTOMER][POSITIVE] See steno is correct.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, policy number.
[CUSTOMER][NEUTRAL] Uh, alve vis queer lumber alve.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, albe uh mepo Marinaraso de la license.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm in, see, you hear me?
[CUSTOMER][NEGATIVE] No let me pocket no let me pobo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's no questamos aquia.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it's a, ah, uno quaentoshugo dash elote dos erocho el de dao travesillo sino errores.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, base mucha no, no, no cro mm.
[CUSTOMER][NEGATIVE] No, no, no, not bus I do.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Of is.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Quickly they don't have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And there's another show coming up in the movie.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, yotengualurpo completo hale to inform the group of completo.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, so Mirandoloja pegidolo primero nombres bassado a la egido noncuentro ni avalos ni ortega.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][MIXED] OK, uh, but no.
[AGENT][NEUTRAL] See, no, so totemunpo on search no totemun on search, um, it's a gun informacionoa nosotenemo numero de polia nomandamolajeta it numero de polia is a apele.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sinti and la polia sinotina latarean toes nothicamo perse socia is sin no contramoseburo socia lassaria or no.
[AGENT][NEUTRAL] Um, mienetacaestirando pero noveo noveo este mirala ah noveo avalos ilogo milas oh in noveo ortega tam poco in noloveolo juntos tam poco solo questa bienveitaojunto so
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] separdos. I don't know noves unreparana waste you have local benefits in a card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, marque casta on the on the medices the benefits in in cars oscientosqua and entochos in what they say.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah at then they are you or come.
[AGENT][NEUTRAL] Mhm. Jama benefits in a car preuntele cune beneficio pianos de conos Siouna poli a cono sotros and to the uh no male jama conotrojobe our er condigan quetiyamaconotros neitavercommo loin systemma of skills are on commosusuro porque then then the mosques.
[CUSTOMER][NEUTRAL] That's the one I do with my.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The part 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] the poli uh calogen contra solanica trebu systemma the poli or soo solo can be for scapoli so the still the cityunaa congapele posicom system.
[CUSTOMER][NEUTRAL] OK, and so it's boy of Iloilo yes it's a couple like Marco says a lot.
[AGENT][NEUTRAL] See ale on benefits in a carboo so like uh loquiron la poliosteoso loques and cargarondela cons um cons staffing agency ayoso loques and cargan depola polias the uh quiri la polias osseo communican connuotro parapoda informacion.
[CUSTOMER][NEUTRAL] OK, when muchas gracia so.
[AGENT][NEUTRAL] Then I go I preunta.
[CUSTOMER][NEUTRAL] No, no, yeah, uh.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] No, then the gracia for like a thing I wanna.
[CUSTOMER][NEUTRAL] You well then goodbye.
[AGENT][NEUTRAL] Yes, yes, hello.