AccountId: 011433970860
ContactId: 063a51ea-944d-4ce3-b020-6f2b0f8733de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 910169 ms
Total Talk Time (AGENT): 499480 ms
Total Talk Time (CUSTOMER): 167541 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/063a51ea-944d-4ce3-b020-6f2b0f8733de_20250328T17:52_UTC.wav
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[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We're gonna sell this.
[CUSTOMER][NEUTRAL] She want to have?
[AGENT][NEUTRAL] When is Saturday it's coming to.
[CUSTOMER][NEUTRAL] I say that.
[CUSTOMER][NEUTRAL] Uh, it's taco lapoliarira.
[CUSTOMER][NEUTRAL] The the uh the boy can last.
[AGENT][NEUTRAL] OK, I startenorra as a momento.
[CUSTOMER][NEUTRAL] See that.
[AGENT][NEGATIVE] Very [PII].
[CUSTOMER][NEUTRAL] Yeah, it's a, it's up.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] We want to start that [PII].
[CUSTOMER][NEUTRAL] Oh, I guess I like.
[AGENT][NEUTRAL] The American public life.
[CUSTOMER][NEUTRAL] Oh, I can mm.
[CUSTOMER][NEUTRAL] la seguza porque noro no mecurio.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I no more though.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was it again?
[CUSTOMER][NEUTRAL] Do those uattros face nue.
[AGENT][NEUTRAL] Eitheta Lego outpatient certificate number when hospitals or number of policy certificate number in algunado.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then I.
[AGENT][NEUTRAL] [PII] policy certificate number in hospital or outpatient certificate number in Agonadolajetano.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK noise uh group I'm sorry.
[AGENT][NEUTRAL] a group.
[CUSTOMER][NEUTRAL] Oh or loss.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Sinsincuentos er ferro.
[AGENT][NEUTRAL] for.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] Saro do? Oh.
[AGENT][NEUTRAL] which is telephone.
[CUSTOMER][NEUTRAL] I'd be able to think on please.
[CUSTOMER][NEUTRAL] Umm.
[AGENT][NEUTRAL] S [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You know, I can speak English to you, so if it's better for you to
[AGENT][NEUTRAL] To talk we can talk in English, no problem. OK. Can you verify your date of birth, address, and phone number, please?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my birthday is [PII].
[AGENT][NEUTRAL] Could you please provide me with the whole address and the phone number?
[CUSTOMER][NEUTRAL] Oh, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. You said your address is [PII]. Uh, what's the city, state, and zip code if you don't mind?
[CUSTOMER][NEUTRAL] ZIP code is [PII].
[CUSTOMER][NEUTRAL] And in [PII].
[AGENT][NEUTRAL] What is
[AGENT][POSITIVE] All right. Thank you very much for confirming this information, Mr. [PII].
[AGENT][NEUTRAL] And the reason of your call today is because you want to cancel the policy. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Could you please uh explain about the reason why you wanna uh why you want to cancel it?
[CUSTOMER][NEUTRAL] Oh, cause it doesn't cover.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It doesn't cover my like um an exam, my exam.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is in regards of uh medical treatment that you received on [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes, I think so.
[AGENT][NEUTRAL] You think so or you know?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] What was the reason that you go to the doctor that day?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, it was, it was, yeah, I'm pretty sure, yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Uh, can you bear with me one second on the phone? I'll bear with you. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, how are you doing?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're good, you're good.
[AGENT][POSITIVE] Take your time. Don't worry about it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, got you, got you.
[AGENT][POSITIVE] All right. Uh, the reason I'm calling you is because I have a very interesting call right now.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] This person is calling to cancel the policy because we, he's stating that we haven't, we will not, we didn't cover anything about the, the medical treatment he received on, on this date.
[AGENT][NEUTRAL] What is, what is funky about this call is that I have, there's a woman telling this person.
[AGENT][NEUTRAL] Every single thing to say, you know, like, I mean, can you imagine you talk to someone and this person, you asked to this person what's his date of birth and address and
[AGENT][NEUTRAL] I mean, the date of birth of someone, it's unless you, you're not the person, I mean,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] How do you, how are you gonna hold it like for like for like 20 seconds, like, you know?
[AGENT][NEGATIVE] And I'm telling him, OK, can you please explain the reason why you want to cancel the policy? And he said, uh, cause he didn't cover me.
[AGENT][NEUTRAL] And then say, do you have a date of service or do you remember when you, when you went to a doctor?
[AGENT][NEUTRAL] And he was like, oh, and then I, I can clearly hear the lady in the back telling him that they, that he went to the hospital.
[AGENT][NEUTRAL] Then I asked him, do you remember what kind of medical treatment you received? And he didn't tell me. The lady has to scream out everything. So,
[AGENT][NEUTRAL] Should I
[AGENT][NEUTRAL] I mean, I know it's it, I, I, I know I'm just rambling and then giving you a lot of stuff here. But um.
[AGENT][NEUTRAL] Yeah, well, I, I, I mean, after, after the lady gave him all the information, yeah, he, he, he basically, everything, um, everything matches that we have a lion. It's just that, you know, it's like, I mean, I, I don't know, maybe I'm overthinking this because he's cause he's a minor too. He's [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So maybe, you know, kids nowadays, you know, like, like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] the
[AGENT][NEGATIVE] I, I, yeah, no way. Don't tell me that, that you have to speak for them, no.
[AGENT][NEUTRAL] Yeah, it's our fault, right?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] That.
[AGENT][NEUTRAL] I know I
[AGENT][NEUTRAL] Yeah, let me, yeah, the policy is 2,587,800. I mean, no, you know what, at, at, at the beginning, he was trying to speak Spanish and I couldn't, I, I could tell that he was, you know, Spanish was not his first language, and that's why it was so fishy the first time, you know, cause the lady, it was the lady who started to talk to me, you know, it was his mom who was, you know, talking at first and I was like, OK, what is this lady talking about someone else's policy.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And then I asked her if Mr. [PII] is there with you and she said, yeah, he's here, and then, you know, I started to talk to him and then like I said, I noticed that Spanish was not his first language, so I told him, well, you know, we can switch to English if it's more comfortable for you. But then, you know, when I asked for all this information, you know, it's, he was like that, like, you know, he didn't know his date of birth or address and like.
[AGENT][NEUTRAL] Like uh.
[AGENT][NEUTRAL] Yeah. Probably, yeah, you're right. Yeah. Yeah, and that's why I wanna call you cause I know you, you have kids around that age and probably you have more experience with this situation, you know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] so yeah.
[AGENT][NEUTRAL] I know where you do.
[AGENT][NEGATIVE] Oh yeah. How do you handle that? Cause that must be, I mean, cause one thing is, listen to them talking and like you, you basically don't know what they're saying or maybe you have a little idea and now they're working with them like it must be tiring, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, you're like, uh, yeah, got, yeah, no it's a little.
[AGENT][NEUTRAL] Yeah. Yeah.
[AGENT][POSITIVE] Yeah, I know, you're right. You're right, you're right. Yeah, yeah.
[AGENT][NEUTRAL] I don't know, it's just thinking this problem, but yeah, you're right. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I'm glad I called you.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] If we don't talk again, happy weekend. Hope you have a good time. Take care. Talk to you later. Bye.
[AGENT][NEUTRAL] Which is um, I'm so sorry. um, thank you for waiting, Mr. [PII]. OK, I understand that you want to cancel the policy because the policy didn't didn't cover the services that you received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, Mr. [PII], the reason that this claim was not paid, it is because we received documentation incomplete from the doctor who provides you with the services.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] We sent an explanation of benefit to the provider. I also we sent an explanation to you in regards of the missing information. We need the explanation of benefit from from your primary insurance carrier.
[AGENT][NEUTRAL] What's your primary insurance?
[CUSTOMER][NEUTRAL] Well a little bit.
[CUSTOMER][NEUTRAL] melo espanol porque no queen.
[AGENT][NEUTRAL] It's, it's OK. Is my accent bad or I you know no de loque?
[CUSTOMER][NEGATIVE] There's just some words I just don't understand.
[AGENT][NEUTRAL] Like what words? Like what exactly?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I don't know. I think it's just better to just talk to my mom.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm, we're, we're just both here.
[AGENT][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] Cause all I'm really trying is trying
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's because it's not.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Did you hear me?
[AGENT][NEUTRAL] File senor rivera el prolema conel clamaraimos is killing foracion abing complete.
[AGENT][NEUTRAL] Theosomoun seguro gap lacupago kwase guza queso seguro principalalitamento medio que rescio.
[AGENT][NEUTRAL] Reclamoimos part doctor mega.
[AGENT][NEUTRAL] Coretti Coretti, I say.
[AGENT][NEUTRAL] Be in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The ramos are clamo exigo endo queos and being lalica beneficios de seguro principal paraabes and dole quelico esto servicios medics.
[AGENT][NEGATIVE] No no jig in complete.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Plebiamozuna una carta ant doctor commoal senor rivere the handoverqueac on er necessary para processcla.
[CUSTOMER][NEUTRAL] Mhm. Oh, OK.
[AGENT][NEUTRAL] There's a rarelaseuro uh lasimosament no ello is a travajo de que jano quiresirakoturaque nosman and critoacion the senorriri put the remo the system.
[CUSTOMER][NEUTRAL] You not
[CUSTOMER][NEUTRAL] Ah, OK, see, I can not 1010 is a word that's a good principal in.
[CUSTOMER][NEGATIVE] Yeah larosa puesta polio nique que peosa.
[CUSTOMER][NEUTRAL] It was the tele and and tavajogles esto de la boza.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Ah, went on the the time which is in my that.
[AGENT][NEUTRAL] And the other way.
[CUSTOMER][NEUTRAL] No, via gracias.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] One with the device.