AccountId: 011433970860
ContactId: 05e2fcef-0d27-47ad-9eb6-6863af9053b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742320 ms
Total Talk Time (AGENT): 288267 ms
Total Talk Time (CUSTOMER): 323563 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/05e2fcef-0d27-47ad-9eb6-6863af9053b2_20250217T17:41_UTC.wav
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[AGENT][POSITIVE] bona gracias apeleiawali.
[CUSTOMER][NEUTRAL] Oh label [PII] yando porqueo is the um queer online account paracerololo Carlo claims quenosiaina part.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And er commo factor then you go la preta is er er tres claim er paraus look to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Porque misguro and el el labisita pues que que peel monton noses coloquetile pico el seguro pagocho sciento in your paretookosajai.
[AGENT][NEUTRAL] OK. OK. Congota.
[CUSTOMER][NEUTRAL] Pero the bequetbiervitopounano but I went the quatro me nose pero el temata and quelopagalo sotros Ion rebolso or no or yolo yallo.
[AGENT][NEUTRAL] OK, you better eat that conguto call de la Palia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See alia Crodos.
[CUSTOMER][NEUTRAL] Quattrosiete.
[CUSTOMER][NEUTRAL] Setena says no.
[AGENT][NEUTRAL] I say almost dead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, pinsolo not incorreto uh do quataietesina.
[CUSTOMER][NEUTRAL] Cerrodosquateta te rose.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Its better my Motito.
[AGENT][NEUTRAL] Does quaentesietesina.
[CUSTOMER][NEGATIVE] No, no, no, sta no epenta te sero safe nue.
[AGENT][NEUTRAL] Oh, yeah, yeah.
[AGENT][NEUTRAL] It's on.
[AGENT][POSITIVE] OK, gracious.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Noon gracias. OK, Ia la etche de lasmiento illa derexion.
[CUSTOMER][NEUTRAL] See, uh, no viresisiete de mio eso says immirees sinconvea [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, no that's just left the 45 hours.
[CUSTOMER][NEUTRAL] No [PII] says dose says uno says ocho.
[AGENT][NEUTRAL] OK, classes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is abique puede um inputa numeral de la polia.
[AGENT][POSITIVE] But available beneficials.
[AGENT][NEUTRAL] In their website?
[CUSTOMER][NEUTRAL] When Jooi pool noo and a poli click I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what you talking.
[AGENT][NEUTRAL] But that means.
[AGENT][NEUTRAL] You still checking on the those documentos.
[AGENT][NEUTRAL] Assalcoque mucha gente nosarenque paraello beneficios.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, he can see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, yes on ultra ultrasono.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get your your reso un unbio directamente the hospital the ultrasound perono says you you assume que the best memoe tengo seguro pero no no so no la part ministrativao nola [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, um, was that any beneficials for Probus diagnosticicals?
[AGENT][NEUTRAL] I untraunido es una proeba diagnostico.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the is abajode was beneficials the outpatient.
[AGENT][NEUTRAL] Beneficial is asacinco Milologists for delao inque Podemospagare.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Lo que necessita Moiove explicacion del beneficial stay united.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perottambienesittamoellos corticos de diagnosticos for cadafecha.
[CUSTOMER][NEUTRAL] Uh, come on diagnostico is in.
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEUTRAL] It's no sale and you you are going download then.
[CUSTOMER][NEUTRAL] And Muro then.
[AGENT][NEUTRAL] The United
[CUSTOMER][NEUTRAL] How the United. I know Sale.
[AGENT][NEUTRAL] No. Are you not the low cortical to diagnostics.
[AGENT][NEUTRAL] Lookittamos if uh we call la feture is pulla means mache.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] No, but no, no, of a, I yourrama pus dress and erro claroque your free para parallel ultrasound if we para gynecologist they don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] you look at tenore is.
[CUSTOMER][NEUTRAL] Look at yoga del Seguro.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK. Necesita comunicar conlos provedores Hospital.
[AGENT][NEUTRAL] You can do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Apeir pul una factura de Tayada concordios de diagnosticos.
[AGENT][NEUTRAL] A rod el numero de la formaquineitaaos.
[CUSTOMER][NEUTRAL] OK. See.
[AGENT][NEUTRAL] The hospital la formmaseyama u uba bueno erro cuatro u sero cuatro or delo es unaformaseyamase comma casa comma mama es samuelmilquinientos C M A S A mil quinientos.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] Perittambienneitamos electroacion del beneficio de united queyalo the Nemos.
[CUSTOMER][NEUTRAL] Ah, OK, tandos er el loqueova the United Health mass of a quando a lafairola factura to CC.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly it solamente upload.
[AGENT][NEUTRAL] Louras.
[AGENT][POSITIVE] Come on, you're welcome.
[CUSTOMER][NEUTRAL] La la la factura del delcidolao.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Uh, OK, so important to [PII] you know commosablo the the oneo la gentesse commoses.
[AGENT][NEUTRAL] Itambien um la poliapo Ativa the premier Dia del Marso do Milban de cuatro she is um cosus quest.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Cuos in la polia where the summit reclamos pooamen the premier.
[CUSTOMER][NEUTRAL] Claro clarotenoes car solorela factura de todo esca prose immiento.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Exactly inelutturosiere and senor latte de Apele con laarhete de united condo vapor.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] It's a it's it's a follow on head onalen primi yeah you say que queer lado yeah you have enja prosemento eos.
[AGENT][NEUTRAL] Mhm, exactly.
[CUSTOMER][NEUTRAL] Oh, OK, or it's a factura and enerro n.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Er, it's a factura com commolaosao circus like a PL sela.
[CUSTOMER][POSITIVE] Acomosaur on the vien.
[CUSTOMER][NEUTRAL] Socomsara.
[AGENT][NEUTRAL] By Chia.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The only way is the cargo, the.
[AGENT][NEUTRAL] I know they did that.
[CUSTOMER][NEUTRAL] El Nue deenerro este just free.
[AGENT][NEUTRAL] Uh, Boca Raton.
[CUSTOMER][NEUTRAL] Hal Bocaratoner hospital er mhm.
[AGENT][NEUTRAL] Real the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It neitamos el ube erro cuatro.
[CUSTOMER][NEUTRAL] Uh-huh. It does el ube erro cuatro de los pita cuando de los pita elo erro qua quando ese milquinientos.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes she is.
[CUSTOMER][NEUTRAL] Um, yeah, yeah yeah yeah yeah yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Its miloga y yadique performer lo el essaeta forms the queen.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Exacto Perotamianitamos they united for Capeia.
[CUSTOMER][NEUTRAL] You know ultrasound.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] What informacion is porqueloque no, not that not that no not a complex.
[AGENT][NEUTRAL] It'll exca the United isab is well.
[AGENT][POSITIVE] It's good.
[CUSTOMER][NEUTRAL] No, no, see, poo si a thing ok who car er yammaracao uh comoacomo melo proves semilo man that I'm pretty melo to capo candose nose.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and to premeralopi.
[CUSTOMER][NEUTRAL] I will can uh if they can send me the UBO4.
[AGENT][NEUTRAL] Mhm UPL for.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Um, it
[CUSTOMER][NEUTRAL] Or the sorry.
[AGENT][NEUTRAL] If you know, a salmon porque elpiscireusa the form.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mandalamos.
[CUSTOMER][NEUTRAL] OK, OK, I'll tell you, but I don't say they have, they have me they come on.
[CUSTOMER][NEUTRAL] Oh, it's like abu cartosa forms in elia go unplug a aloes so yellow quetengo that the ass.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Mhm. I see it.
[CUSTOMER][NEUTRAL] OK, but mucha gracias.
[AGENT][NEUTRAL] Mm that's that senora [PII] I have mass and the.
[CUSTOMER][POSITIVE] No, Icones mucha gracias.
[AGENT][POSITIVE] Gracia party up they keep us, keep us in windy. That's still legal.
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] OK