AccountId: 011433970860
ContactId: 0a5909c4-f7ed-4118-860d-d2aef19b9aa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1352369 ms
Total Talk Time (AGENT): 591170 ms
Total Talk Time (CUSTOMER): 525122 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0a5909c4-f7ed-4118-860d-d2aef19b9aa0_20250408T21:55_UTC.wav
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[AGENT][NEUTRAL] Me graciayamapelelaorusto.
[CUSTOMER][NEUTRAL] Oh I went I mean I'm Carla Bis.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Uh you uh lamos in uh online.
[CUSTOMER][NEGATIVE] Already lost a 23 2 cuatotamao to Cinco to be papeles queres and el calcullo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes mass.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] so
[AGENT][POSITIVE] OK, um, demisu tele and calamase is lisa.
[CUSTOMER][NEUTRAL] But no matter what.
[CUSTOMER][NEUTRAL] Do the cuatro.
[CUSTOMER][NEUTRAL] Anti quadroquarante dress.
[CUSTOMER][NEUTRAL] I mean no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] could can you but that's a.
[CUSTOMER][NEUTRAL] I know you're doing
[CUSTOMER][NEUTRAL] In group of cancer, OK, like poly says vein.
[CUSTOMER][NEUTRAL] Pue
[CUSTOMER][NEUTRAL] Faith zero nue.
[AGENT][NEUTRAL] Yeah, yeah, hang on.
[CUSTOMER][NEUTRAL] So those no no no it's a little so justonque says.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK for verification as sciento.
[CUSTOMER][POSITIVE] Oh this is safe means safe.
[AGENT][NEUTRAL] OK, my body to the next year to electronic.
[CUSTOMER][NEUTRAL] For the puestorero [PII] yet to say Uno.
[CUSTOMER][NEUTRAL] In electronic lowly car this is it the yahoo.
[CUSTOMER][NEUTRAL] On the
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But like, no, no, not solo.
[CUSTOMER][NEUTRAL] You're not, you know, tobecommoseparano sotomas.
[CUSTOMER][NEUTRAL] So the way that means to have lunch.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It I.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, beneficials.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] I indeed to on the bull of you.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. No.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so, um, a beneficiocapapaapia.
[AGENT][NEUTRAL] In Augusto deitres.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] OK, it's sabinoacioncomo correcto.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, in Augustoventitres to immunotherapia.
[CUSTOMER][NEUTRAL] The one I must say that to me.
[AGENT][NEUTRAL] One a mastectomy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To a mastectomy.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Lamas.
[AGENT][NEUTRAL] OK and I when I.
[CUSTOMER][NEUTRAL] Delano.
[CUSTOMER][NEUTRAL] It's a primera macaquela you said the and they tore has been a cinco poquitoma can.
[CUSTOMER][NEGATIVE] The factura canola put no permits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I said so we so we so.
[AGENT][POSITIVE] OK, maximum preparation is fantastic.
[CUSTOMER][NEUTRAL] OK 9a parting is stop passing gets better.
[AGENT][NEUTRAL] If you got in the menu for.
[CUSTOMER][NEUTRAL] So my permit is to be.
[AGENT][NEUTRAL] Or click as you the yeah OK.
[CUSTOMER][NEUTRAL] No, no, no medication.
[CUSTOMER][NEUTRAL] A coming is the this is the field.
[CUSTOMER][NEUTRAL] OK, solo permitia miso documento he yeah me a tantamobiendolo deposita.
[CUSTOMER][NEUTRAL] It all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Noqueta can do that.
[CUSTOMER][NEUTRAL] Is on.
[AGENT][NEUTRAL] OK, do the basallo beneficiopolia you know sus ecommolo pola beneficiopolia normamentes as a click and a numero de poliaqueul whatever so beneficio uh no beneficios of the irujia uh la cantida quince rujia.
[AGENT][NEUTRAL] Uh, reso basadaaa not cura nient paraitresillo mojo quiniento.
[AGENT][NEUTRAL] The um when it was so uni cuadro.
[AGENT][NEUTRAL] Uh, and the reticuatro is una on the the immuno here.
[AGENT][NEUTRAL] That's uh I know, um, solo que secure ientolare.
[AGENT][NEUTRAL] Formes yes soloquetacuo SMS, um, a cam beneficio for lava noola nootacuiata sincuentreloqueo.
[AGENT][NEUTRAL] E.
[AGENT][NEUTRAL] Yeah, can you asking nose nose just a moment.
[AGENT][NEUTRAL] so
[AGENT][NEUTRAL] You do a thing for me that means you will click and num lamo I informac OK moment it.
[CUSTOMER][NEUTRAL] No that that don't.
[AGENT][NEUTRAL] And the polia declamo a claim number.
[CUSTOMER][NEUTRAL] The claim number, OK, a couple of the select click, yeah, I, I bought the likelicame.
[AGENT][NEUTRAL] Uh-huh. Yeah, I got
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] The, the queloque wellment and who toque no.
[AGENT][NEUTRAL] The queloqueoso queer cubierto queer cubierto Don't say the um aya loia que pagamosillodiaqueno paramos loqueno pagamos and laundaojalarapola queno pagamosesajotra queno pagamos Don says aver um.
[AGENT][NEUTRAL] El del un dress the OK, I can.
[AGENT][NEUTRAL] 178. OK.
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] The uno resitres de negadola negaa la pajindos loquaes um que soya viaido pagamenteaa is the reclamocasa via your um tambienbemoque elmoqueo panante um documenta OK tambienbemoque paragostoventidos.
[AGENT][NEUTRAL] The mean neala ai cuarto cafuneal.
[AGENT][NEUTRAL] S4.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I go too don't go to.
[AGENT][NEUTRAL] CES
[AGENT][NEUTRAL] OK, that, huh.
[CUSTOMER][NEUTRAL] Porque la etche and la primera.
[CUSTOMER][NEUTRAL] In apri direct deposit was 70 OK OK OK marque we used to be in the ano intuo and you know in you know marque and a clean ekivo car.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] This is getting away, but it's really good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Since it's that.
[CUSTOMER][NEUTRAL] OK, what does he do?
[CUSTOMER][NEUTRAL] So and then let me look look out see I wanna see aosto Beque cuatro.
[AGENT][NEGATIVE] I was 2 venti cuadro uh-huh see is a beneficio no es no ete nogo quecuo tovajola polia no sanest the beneficio de la polisa.
[CUSTOMER][NEUTRAL] I was so many girls.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, so it's a cubieroquesan and tens cueropolapolisa, um, er, transport.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I was to beat the noo.
[CUSTOMER][NEUTRAL] Inamografia de diagnostico solo covering.
[AGENT][NEUTRAL] Esto for the jala I as soon as you get I have ever for a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You may purchase.
[AGENT][NEUTRAL] No, I so I wanna examine the bone density.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The loos.
[AGENT][NEUTRAL] T as in aquilia.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Ele lavosto be dos.
[AGENT][NEUTRAL] I got to the venti quattrosam in the bone dens.
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] De lati is a medical citydinostic testing benefit yellow is a mammographia mau.
[CUSTOMER][NEUTRAL] It's no cubiento.
[AGENT][NEUTRAL] No, no, no, elenda or er simmira document esto orquelos to Mirando el primeroqueladier delventitreque el primerito de lainia el seo quelesano venti cuatro de rose imaging a specialist.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get this a benefit name not found choro que nustaviero pooca cuerto ajola polia el prosimogasanalita is the nets resam yes that is portac para stratam oapialo is the sincuentamia in knows no cure moves in antia so the negado.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] El Agosticuatromecula megaito.
[AGENT][NEGATIVE] well no.
[AGENT][NEUTRAL] OK, what I know has been stopped. OK, so, uh, for the negado poquejaviosador beneficio but is a preval notpauna pre prenapolao, OK.
[AGENT][NEUTRAL] So S H U person ofpaga.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and prosimmon la linea deseria estte nomimoque prenaoticuatro uh quejanonula mo poquelariamoscuvierquela no la unicarimo unacure unamo neroin de quelosincuenta queso ok.
[CUSTOMER][NEUTRAL] Not curiqueferi.
[AGENT][NEUTRAL] Eeroventin deer vent cinco de venti cuatro.
[CUSTOMER][NEUTRAL] Like a cure cafetera.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The Lai, yeah.
[AGENT][NEUTRAL] So dema deafecia Januanieta poolonapar you, OK, um, tone says mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Or not for that.
[AGENT][NEUTRAL] OK, either a moon la fere uno de ventiro from beneficio de chemotherapunapia yes securrimoentosecure cone ok so it's a lemo quiosafe ilgo and el ausstore lenientosafe.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, like a basicamente de la reculo milking majian cubierto porque laquio de la cosa you love the fish in lao venti cuatro lo mecuonson kinientola.
[CUSTOMER][NEUTRAL] De laquino is in cuenta Uniaosteo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I say, the examined the agnosticolo cure scuenta.
[AGENT][NEUTRAL] The sin unaburano correct.
[CUSTOMER][NEUTRAL] Sire.
[CUSTOMER][NEUTRAL] Daos in cuento quebeare.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sequelaque venticinco sitaria taquelaquecurifola el venti cuatro.
[AGENT][POSITIVE] Correct, yes, yes.
[CUSTOMER][NEUTRAL] So make them.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Yeah, also quelao bei cuatro.
[CUSTOMER][NEUTRAL] Lolonicubielloquiniento de la quinoayas and immuno whatever it is is mala uh-huh malo malo sincuentanos because a quiniento sincuenta.
[AGENT][NEUTRAL] Moravia, uh-huh andnemonia uh-huh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] In total delay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And then you won't pick up.
[CUSTOMER][NEUTRAL] OK, the altaria my dad.
[AGENT][NEUTRAL] Mhm. Yeah, so it's gonna start.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, this Sasablando derelamo solo dereclamo, OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the, yeah, like we have uh.
[CUSTOMER][NEUTRAL] At that time my dad the apocope my boss the deano.
[CUSTOMER][NEUTRAL] But on that, OK, but nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Onita muna is a mere da it's a no.
[AGENT][NEGATIVE] No, it's a no, so no, uh uh, no.
[CUSTOMER][NEUTRAL] OK, Ilatao injection queen carropo para paralo huo porque la pasilla me maybe theo here to double it's ok joca.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you could.
[AGENT][NEUTRAL] Joroqueloquela yamala immunotherapia the sequees um.
[CUSTOMER][NEUTRAL] Porque no
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] See, that's an injection.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's injection. Oh, OK, super.
[AGENT][NEUTRAL] It's an injection. Mhm.
[CUSTOMER][NEUTRAL] OK, because the porta devalo injection is the covering porque la injection mela.
[AGENT][NEUTRAL] Can you do for me.
[CUSTOMER][NEUTRAL] Kimiento for me per injection.
[CUSTOMER][NEUTRAL] Melaus melapo and same messes or reredo plante injection and the questamojalandoaljection.
[CUSTOMER][NEUTRAL] You injection make ami mi osciento injection.
[CUSTOMER][NEUTRAL] The tamajalandochocientos in laos say a messymandeo papele it is so solocurequinendosque rio de ion.
[AGENT][NEUTRAL] and to er beneficiiobasado or beneficio de la polisa so noaa es basado al beneficio de la polia um er is an industriquelesapoendo.
[CUSTOMER][NEUTRAL] he got in.
[CUSTOMER][NEUTRAL] Oporta cuanto ga lo que ques I can importa cuanto queste loque mega kinientosano no permes.
[AGENT][NEUTRAL] Go Gomes.
[AGENT][NEUTRAL] For me detratamiento.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, for upon me tratamiento Nina Mranando is a it's a specifica injection no la pa can no it's a specific injection partque melapo incase mess jalao.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I saw niento or memo on Caminolopo and the ento mil.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] Oh that also tando soloqui into a line.
[AGENT][NEUTRAL] Cemos. OK, mira e loqueta deciendolo beneficioilla gao ed deterreclamo no toendo a toda la polia toyendo a esterre clamo OK.
[CUSTOMER][NEUTRAL] But if you got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, lo beneficios, OK, the esta descaledimosis queento dolares eroporto de lano uh verqueloquelemo cuarto de anuano porque mudi ferree aloque juolo reclamo aloqueesto de la polisa.
[CUSTOMER][NEUTRAL] Clara.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, chemo in the clamo.
[CUSTOMER][NEUTRAL] Use to la papeliano.
[AGENT][NEUTRAL] People
[CUSTOMER][NEUTRAL] No solo del resino I can.
[AGENT][NEUTRAL] I will know that on the negado so the hequelocasia and you OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, grass.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, del beeventicuto solemorecivido unrelamo injection fola solo una resilimoso.
[AGENT][NEUTRAL] So city algumotro canesitambier cement bilo panemente quatrook so um but I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we understand it.
[AGENT][NEUTRAL] Mm, OK, but at the 73, um.
[AGENT][NEUTRAL] The pagopagarundos.
[CUSTOMER][NEUTRAL] They went to dressy I thought.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then I have that.
[AGENT][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah I sin [PII] sin.
[CUSTOMER][NEUTRAL] So you know me for suerocus poos.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The scope sue.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2 quar OK.
[CUSTOMER][NEUTRAL] I I had a sweat the sweat on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The most I really my favorite.
[CUSTOMER][NEUTRAL] OK, so I'm so.
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] That's I was going though.
[CUSTOMER][NEUTRAL] What is.
[CUSTOMER][NEUTRAL] I know, yeah that, OK, your lemon sin you know so to cinco.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the sister so up in the office.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the intro.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's cuentaurano in penta.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, it just a come OK we sals.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Blades.
[AGENT][POSITIVE] Then no problem and the budget.
[CUSTOMER][NEUTRAL] No, it's just the that very much.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm.