AccountId: 011433970860
ContactId: 096660af-b4b1-4ad4-b9d4-b808074ffdbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342730 ms
Total Talk Time (AGENT): 149927 ms
Total Talk Time (CUSTOMER): 172660 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/096660af-b4b1-4ad4-b9d4-b808074ffdbc_20250417T18:55_UTC.wav
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[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK send the message.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Where the so we are now um quit cuatro.
[CUSTOMER][NEUTRAL] Uh, looking at the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The numer telephone and connect in numerro de polia.
[CUSTOMER][NEUTRAL] OK, telefonocita chose [PII].
[CUSTOMER][NEUTRAL] Enro [PII] location or or what.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] See, outpatient.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] OK we're gonna see to see butlacabeos is a march.
[CUSTOMER][NEUTRAL] Inho. OK.
[AGENT][NEUTRAL] OK, Iseridama verifica fainento deionicore electronico.
[CUSTOMER][NEUTRAL] The sin.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I think when they say Southwest and they think of [PII].
[CUSTOMER][NEUTRAL] You are now.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, I apolog and the other one.
[CUSTOMER][NEUTRAL] Well, er, pero era in [PII] que que no no no no.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The nero drink you know.
[CUSTOMER][NEUTRAL] The the the when toinco.
[CUSTOMER][NEUTRAL] Uh, no, no, uh, no porque.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The porqueno paramojesa.
[CUSTOMER][NEGATIVE] She's she's gonna come [PII] miami nosta stay no say I want to.
[AGENT][NEUTRAL] Demelogata saying that the hemehanaformacion de sere cla ok a moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You, you were gonna tell the did you see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] Then you are no, um, OK, but the second is the beneficial, um.
[AGENT][NEUTRAL] Supolisa cambio uh, cambel group Paque cambio is the supertrapolisa loqua is or camionovento.
[AGENT][POSITIVE] Yeah you know lo beneficio on thee.
[AGENT][NEUTRAL] And it beneficicommen is a fecha and eso no inclusion oficina, so no pagamos unespecialista.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] And then anterior sitania neicio and stenoreo.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] The anterior menti questa pagando secaia sefiio reo to canola politerio is see and desir cameoitia senefiio per cambio product the product.
[CUSTOMER][NEUTRAL] Yeah, did you know you know.
[AGENT][NEUTRAL] Then I got a budget that I go ma. I'm gonna see you.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Correct, I yes, uh, the, the guruo cambia el proto traves per seria to gurupoquelo cambia mhm.
[CUSTOMER][NEUTRAL] I, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Claro cla claro this is no no memoso primario.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] stenocureinas el eso tallia estes sunciamente cureloques outpatient outpatient sariamosala de megencia Dinotico and centro de dinosticos um urgent care guo urgentes uh dmien seria mulancia um aerotro beneficio tienesijia iro centro in the entiroioloquies so beneficio some para patient.
[CUSTOMER][NEUTRAL] What you see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] sing.
[AGENT][NEUTRAL] It was, uh-huh.
[AGENT][NEUTRAL] Silasijia ila curricuando sepi centrosenenteirojia mhm.
[CUSTOMER][NEUTRAL] 18. OK, perfect. Maybe one no I just thought maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] Bueno bueno gracia for elenatenabutas.
[CUSTOMER][NEGATIVE] Not mucha gracias gracia.
[CUSTOMER][NEUTRAL] OK.