AccountId: 011433970860
ContactId: 0371a7fc-2c45-4988-8264-bcd1f44f20c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 782679 ms
Total Talk Time (AGENT): 350140 ms
Total Talk Time (CUSTOMER): 301224 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/0371a7fc-2c45-4988-8264-bcd1f44f20c4_20250131T15:52_UTC.wav
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[AGENT][NEUTRAL] We wanted there is graciespama apeleiamalisi and keporiarte.
[CUSTOMER][NEUTRAL] I see one of the [PII].
[AGENT][NEUTRAL] One of theirs. Come and start.
[CUSTOMER][NEUTRAL] Me and Gracia.
[AGENT][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] [PII] for you it's a United Healthcare but no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the Appeal.
[CUSTOMER][NEUTRAL] Apelida you think go mm you think a good appreci don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, OK, you are bus la polia con numero de seguro Sociales in.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] See yousa Carloorla online perono no no me sali travajolo is tambien tratamo you know pomo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, your coneso tambien quality sales is social.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Ciete say nve bente.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bee.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I couldn't say you're almost dead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] You call us a picture illness in me and this dead.
[CUSTOMER][NEUTRAL] Julio rentauno mio decientos the same time.
[AGENT][POSITIVE] Graciasala de la casaoravvo.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is. If I email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, but I I get the name of the work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Coal del or caballo pursue email per.
[CUSTOMER][NEUTRAL] I don't have that.
[CUSTOMER][NEUTRAL] See, it's cambel Cabelo me whole it's a personality trabajojoloque problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well I'll email you.
[CUSTOMER][NEUTRAL] [PII], no [PII] no [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Why are they yellow?
[CUSTOMER][NEUTRAL] Yeah, not the yellow, no, the, the yellow, no.
[CUSTOMER][POSITIVE] The yellow, yes, yes, yes, the yellow, yes, yes, I love it.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII], [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Equalienum de the telefanooravor.
[CUSTOMER][NEUTRAL] 3 zerocinco cuatro o cuatro ochocinco.
[AGENT][NEUTRAL] OK, classes.
[AGENT][NEUTRAL] In the uh online but is there desu email porque moel work del travajo.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] boreo Kinoud era quinta.
[CUSTOMER][NEUTRAL] Mm, so there in travajoloierro puserron liloiserrondo pero pudo.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Unto me [PII] person means in [PII] or via in a communicque.
[AGENT][NEUTRAL] No, your voy are you that in a supercope your voy manda on a copy of the lata.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For email Ivamoat deer unquintas.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In [PII], let's see, it's spend a momentito soyando.
[AGENT][NEUTRAL] Letter head up or email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's just a good attractive they tell venti cuatro with that bee venti cuatro.
[AGENT][NEUTRAL] She el dosel uno de abbrero dos mir Beinticuatro.
[CUSTOMER][NEUTRAL] Silo que pasa queria alofian.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In this embremigo uncopago de resino dollar in [PII] no seo sero quetima.
[CUSTOMER][NEUTRAL] Into cent homecapa so alalitan.
[AGENT][NEUTRAL] Seema Lolapolila informacion de la polia i tenolo pagoi.
[CUSTOMER][NEUTRAL] No, no, you know it's already here. No ma'am, we don't no no no no you know tenes say I don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, young Mandelaarjetaur email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In thisquila derexion is [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes, see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] they say.
[AGENT][NEUTRAL] OK, cuando destravadona uentin in the online waste decode. I am an individual with an APL policy.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No poliaerona cuenta.
[CUSTOMER][NEUTRAL] No, no, mose una cuento.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Includes that the the human metabaando you know podient and to make bayamallo to know to know to las you know reserve no somo comunic con.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Aposo numeral decio social.
[CUSTOMER][NEUTRAL] El pusoumerseguro Social el pulo elimel de pala el puso elimmio person [PII].
[CUSTOMER][NEUTRAL] Told me fecha denasimmientomi telephone ello puso to.
[AGENT][NEUTRAL] OK, for the, uh, er card numeral the social.
[CUSTOMER][NEUTRAL] See [PII] say [PII] say say [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, gracias.
[AGENT][NEUTRAL] I'm still checking on to see your I said una uinta arepasando.
[AGENT][NEUTRAL] OK, uolo, uh, diopulus udio entre lineharacion deed.
[AGENT][NEUTRAL] Its star in La Paina Pauna cuenta Y story in Lapaina Paer una cuenta.
[CUSTOMER][NEUTRAL] See?
[AGENT][NEUTRAL] Mhm. Estepotratalo Traves.
[CUSTOMER][NEUTRAL] a pero momento.
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] There is like to me so you know.
[AGENT][NEUTRAL] OK, OK, Secure, um, yapuraerona cuenta.
[AGENT][POSITIVE] He cutest case the user name boss said.
[CUSTOMER][NEGATIVE] Uh, put the er that's not gonna send me a video.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Give me no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 826. Mhm.
[CUSTOMER][NEUTRAL] 2 and 6.
[AGENT][NEUTRAL] OK, your voice [PII] password temporario.
[CUSTOMER][NEUTRAL] U[PII]-huh.
[AGENT][NEUTRAL] Intostique cambia [PII], OK.
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, yeah cuenta is not el password temporal.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] I today is um.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] to come.
[AGENT][NEUTRAL] Sure, it's today is [PII].
[CUSTOMER][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Exclamation point. No exclamation point.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And espanol with [PII].
[AGENT][NEUTRAL] I did, OK.
[AGENT][NEUTRAL] On signal the exclamation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Exclamation point.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And those uh the the password temporario is today [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Exclamation point.
[CUSTOMER][NEUTRAL] Convention.
[AGENT][NEUTRAL] Mhm. And signal the exclamation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perouego necessita um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] La la cuenta e cambia el password.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Eti una cuenta in [PII] in their website i puedevelo beneficios Perro and estro momento ernesite yammarelopi Paarla informacion de Ape lelearque is played in a certain reclamo for dead.
[CUSTOMER][NEUTRAL] Yeah, yeah numerroqueten going to the, the, the sa cuenta they send the satarjetacorseria.
[AGENT][NEUTRAL] Yayounta.
[CUSTOMER][NEUTRAL] The revisal moment revisa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Momento.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] See yellow tango, yellow tango.
[AGENT][NEUTRAL] OK, Abajola, I do numerals bene benefit cert number.
[AGENT][NEUTRAL] You know, the in hospitals, in the outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Necessitaesto de la polia SSL numero de la polia.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] A tambienal for the tambien dam tambien dala el lumiro de telephonnourno so parquenoit impreunas.
[CUSTOMER][NEUTRAL] Gracia.
[CUSTOMER][NEUTRAL] It's a to.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Oh my pueda in el mimoqueo yummy.
[AGENT][NEUTRAL] See Ocho sciento doseotase rose.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The they say, yeah.
[AGENT][NEUTRAL] Mhm uh senoregamaingar.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] No, it's a gracia.
[AGENT][POSITIVE] Gracias apele and win there bye bye.
[CUSTOMER][NEUTRAL] That way.
[CUSTOMER][POSITIVE] You welcome bye.
[CUSTOMER][NEUTRAL] I know