AccountId: 011433970860
ContactId: 05fea961-8cfe-464c-89bc-9dbec2644f32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477390 ms
Total Talk Time (AGENT): 264630 ms
Total Talk Time (CUSTOMER): 145420 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/05fea961-8cfe-464c-89bc-9dbec2644f32_20250210T13:34_UTC.wav
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[AGENT][NEUTRAL] We wanted the.
[CUSTOMER][NEUTRAL] See one day going like that.
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Yeah man, uh uh.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's uh.
[CUSTOMER][NEUTRAL] I want Rao.
[CUSTOMER][NEUTRAL] Am I right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here.
[AGENT][NEUTRAL] In the lion.
[CUSTOMER][NEUTRAL] I mean the police uh.
[AGENT][NEUTRAL] Silano uh outpatient certificate number or in hospital er number.
[CUSTOMER][NEUTRAL] No, no, ma'am, no, ma'am, yeah, OK, man, I don't phone for yet.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, say no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Be.
[AGENT][NEUTRAL] in contain.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] E.
[AGENT][NEUTRAL] Oh, put it on.
[AGENT][NEUTRAL] I guess uh.
[AGENT][NEUTRAL] So me cafes in telephones.
[CUSTOMER][NEUTRAL] The uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So no telephone.
[CUSTOMER][NEUTRAL] Is.
[AGENT][NEUTRAL] Units moles electronicocute conestapolisa.
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] Muchi ma gracias in Ioando porqueseiso unos prose os resinamenteiquerias averstapoliala currios gassess corrected.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Peritoscarpolialac and today that like [PII] senor.
[AGENT][NEUTRAL] They will have a queso solamenteuna verificca de la no it to a disclaimer queso.
[AGENT][NEUTRAL] Um, cuandoerrelio, uh, los prosementos is on the loreliso.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, software and.
[CUSTOMER][NEUTRAL] Uh, South Florida International Orthopedic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Theodoros.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, general orthopedic, uh, surgery and joint replacements is that direction.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Er, no direction necessary solamente mental mementos so and it's a er is the police leader as the quinientozola is uh diarios para quidosi copagoososa que polia applique paraosereros medical steerlio.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] So no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah yeah, yeah, but yeah.
[AGENT][NEUTRAL] uno pooel doctor or la clinica on the serreli so prosaimmiento the cityque por favor mandarsotros clamo mosquelo beneficida la polia or numerodo loporiaerteambienin embargo bamos and sitarsiertadoacquesesmentlamique like leni can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Silos deerlo por laserdos in se cao necessitariamos build the talado deloic doctor.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] with us
[AGENT][NEUTRAL] Codigo said the diagnostic prose to see the toamente loreciosqueos deansallamentos rescio de pago de loquesepago necessitamos.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, but
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mean resibo I don't know how come CPT code and description it it.
[AGENT][POSITIVE] OK, perfect. Perfect.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] A mosques am I right?
[CUSTOMER][NEUTRAL] Hermotivo.
[CUSTOMER][NEGATIVE] Mm, service is a bit loo and la loque mea I know me I don't know because I don't want.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] OK, but in tonsils diagnostico.
[AGENT][NEUTRAL] It ambien likeslica the beneficios de seguro principal queba dejanos acuanolo partquemos quecuire or gastros.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Likes the beneficio el lavaser state susagu principal just like a log and automaticamente all set and the cuerdo er in contact.
[AGENT][NEUTRAL] I is the document.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See lo que se principportfo uh la fecha madijoes.
[CUSTOMER][NEUTRAL] Lao.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The others you see then
[AGENT][POSITIVE] Perfect and tossus principalabasita legslias the beneficiosis is nero la.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah you one document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Iconola mano undoeso um.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] cannot lata loque una virtues electronico.
[AGENT][NEUTRAL] And Lageta and and I send me email that we include los documentoasitamos.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Itamila jetala jeta levaro no more the facts on the poresa information.
[AGENT][NEUTRAL] The van.
[AGENT][NEUTRAL] L PO box telopode Mandarian porcorreore is not a melo mandala his sectionsteuare una uentel line he attrave desacuentelin of stepueda sovide sozocomosquelos completos.
[CUSTOMER][NEUTRAL] Yeah, I think.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] That's it.