AccountId: 011433970860
ContactId: 01cb9a40-1004-4cc1-8591-0afb908ffc22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451239 ms
Total Talk Time (AGENT): 200777 ms
Total Talk Time (CUSTOMER): 197625 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/01cb9a40-1004-4cc1-8591-0afb908ffc22_20250619T15:07_UTC.wav
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[AGENT][NEUTRAL] We wanted the conta augusto.
[CUSTOMER][POSITIVE] They made him now for my stuff.
[AGENT][NEUTRAL] Monde.
[CUSTOMER][NEUTRAL] the borqueo thinks we have and Loa la polia group.
[AGENT][NEUTRAL] OK. And so.
[CUSTOMER][NEUTRAL] Er la polia group.
[AGENT][NEUTRAL] persona.
[CUSTOMER][NEUTRAL] Er.
[AGENT][NEUTRAL] Uses el Grupo.
[CUSTOMER][NEUTRAL] When a terrain this parameter getting water but this you cannot have see tenia are a bin tenue say no.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The local.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bank and we're similar.
[AGENT][NEUTRAL] Lebrunto rata tado de absus beneficio personalis or is that traando deer alguna and relation at todo el group and the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, no, you saw it part is a groupo Bengo you wanna see the America he give me apele the second of your second thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] OK, yo pao to me to a seman my whole dish.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] in a in a certified.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Baer esto solamente permitor er geo bail numeral queli outpatient certificate number or in hospital er number in [PII].
[CUSTOMER][NEUTRAL] Ivy and like I say IV.
[AGENT][NEUTRAL] And a tale siete ochoodiga in hospital or outpatient.
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEGATIVE] Uh, no, no, no.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] No, and then and it's a customer for a system.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The era.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pincuenta thea you see it.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Did you ask him. you know.
[AGENT][NEUTRAL] P.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] They're fake. Don't have this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like a teno but I.
[AGENT][NEUTRAL] OK, and the ender latte and sumano be que this effective date but that.
[CUSTOMER][NEUTRAL] Pay, payer ID.
[AGENT][NEGATIVE] No this an effective date in Alao.
[CUSTOMER][POSITIVE] Effective effective date and er.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Perfect. It's cirques of poli effective part you were former er in la parte devajopequevise Mel a siete no, no, it is the.
[CUSTOMER][NEUTRAL] No, in [PII] you say em em [PII] er and ticuadros deso solo.
[AGENT][NEUTRAL] It is a policy certificate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No perm information but uh promises a continuarer novedo there is a policy cert a revita the the effective date revita the group.
[CUSTOMER][NEUTRAL] See Cilloopo Cilloo pero inticuatro.
[AGENT][POSITIVE] It's a number of the police sir perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero anticuatroses scientos.
[AGENT][NEUTRAL] See a direct telephone.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] This Marso venter esentao er bivoen sciento esenta trend I say no bueno and Miami lace floria trend reroleresero cinco ocho zero cuatro decorrea.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Supoli effectivo del primero de nero des you know and this no porque men and the quesa nova que effectiva a part de la del primero de nerolosinco.
[CUSTOMER][NEUTRAL] The police are certify the I mean quae rose.
[AGENT][NEUTRAL] No, senorassinerodosente cuatro or then.
[AGENT][NEUTRAL] So of those quae cuatro.
[CUSTOMER][NEUTRAL] I need in me and this it.
[CUSTOMER][NEUTRAL] Theodos cuenta cuatro.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See?
[CUSTOMER][NEUTRAL] No, me melavatano this cannoque.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] It was like a securo.
[CUSTOMER][NEUTRAL] No, no, no, you're errodosquaarenta you say set tacuatro seros.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] No sorry.
[CUSTOMER][NEUTRAL] You don't know but it's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Si queso is the numeral er apart primero dero de losing.
[AGENT][NEUTRAL] Leboa lemero de questiest momento activo apart del primero dero de los cinco es el serodo cinco Ochocinco uno ochores.
[CUSTOMER][NEUTRAL] Oh really, that's why I went.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh-huh, this one the schooun or are you.
[AGENT][POSITIVE] See SSL phenomenal.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] See el polo que cambio is a lumero de la polisa.
[CUSTOMER][NEUTRAL] Um, the the erodosincocho spinconorecorreto.
[AGENT][NEUTRAL] I see. Correct.
[CUSTOMER][MIXED] I mucha gracia and but I get in my walking I.
[CUSTOMER][NEUTRAL] But it's those I see momenticomire don moment icosa is a is a er memo pay I memo group is a certificates they apply.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, stay on.
[AGENT][NEUTRAL] If the grapes.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][POSITIVE] Gracia Gracia Bueno.
[CUSTOMER][NEUTRAL] To get it at the