AccountId: 011433970860
ContactId: 01ca567d-5216-4720-91d9-31b681b85fdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267040 ms
Total Talk Time (AGENT): 93337 ms
Total Talk Time (CUSTOMER): 107743 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/01ca567d-5216-4720-91d9-31b681b85fdf_20250114T16:29_UTC.wav
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[AGENT][NEUTRAL] That's just me and my American public life. Ms [PII].
[CUSTOMER][NEUTRAL] Siola uh uh see uh SPO.
[AGENT][NEUTRAL] OK, that is the number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I, may I repeat this number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's no at the left one.
[CUSTOMER][NEUTRAL] O dressing.
[CUSTOMER][NEUTRAL] Ocho Ocho Beninco.
[AGENT][POSITIVE] Gracias is a number of the policy.
[CUSTOMER][NEUTRAL] Ferro uno quatreo.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, no, because the number delpacientela na sciento portal.
[CUSTOMER][NEUTRAL] Our fresh meat.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] His birthday is um [PII], but I don't know what year.
[CUSTOMER][NEUTRAL] [PII] of
[CUSTOMER][NEUTRAL] I think [PII], I think that's the answer.
[CUSTOMER][NEUTRAL] Your birthday [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Gracias, it must have protanosa polia on a on a PPO.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Sick.
[AGENT][NEUTRAL] Um, so it's a policea alisa dental.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Mhm, but beneficios to be raque pasala la linea de espano the dental um preos espanolioloqueostradu.
[CUSTOMER][NEUTRAL] I for I.
[CUSTOMER][NEGATIVE] I doubt it.
[CUSTOMER][NEUTRAL] Mocha gracia.
[CUSTOMER][NEUTRAL] So we definitely.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in um the Spanish Q. I have a provider calling on a dental policy. Um, policy number is 143.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7182.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] She's asking me if this, um, if this policy would be considered PPO and I'm thinking it's not, but I'm not, I really honestly don't know.
[CUSTOMER][NEUTRAL] Yeah, I'm fairly new to dental too. I don't believe that it's PPO either cause I think we work with our providers.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so she has a couple more questions. Can I get her on the line and I'll just um translate?
[CUSTOMER][NEUTRAL] OK, yeah, I'll see if I can, how far I can go.
[AGENT][NEUTRAL] Yeah we're both on the same boat.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See if I.
[AGENT][NEUTRAL] Gracias pers uh, so mea mela representante noes on up um notinno network is a polia um aceta called que provedor.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and uh FPPO.
[AGENT][NEUTRAL] No, no SPPO.
[AGENT][NEUTRAL] Prataque providor.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email.
[AGENT][NEUTRAL] No, no [PII] not a network.
[CUSTOMER][POSITIVE] Oh, OK, yeah, perfect. mm bye.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] You want me just being my American public life by.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Mhm, I'm here.
[AGENT][POSITIVE] OK, I, I got it. I think I got it thank you.
[CUSTOMER][POSITIVE] Oh, no problem, [PII]. You have a good one.
[AGENT][POSITIVE] Have a good day. Bye.
[CUSTOMER][NEUTRAL] Mm