AccountId: 011433970860
ContactId: 0b8e9eda-64b4-4d29-8275-a0beaf30fee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345010 ms
Total Talk Time (AGENT): 179796 ms
Total Talk Time (CUSTOMER): 151104 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/0b8e9eda-64b4-4d29-8275-a0beaf30fee4_20250425T14:13_UTC.wav
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[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All out and.
[AGENT][NEGATIVE] I don't want.
[CUSTOMER][NEUTRAL] here I think.
[AGENT][NEGATIVE] But no.
[CUSTOMER][NEUTRAL] No, no, none in me.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Quantum.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh but I I get the uh secondario appel but not a PL peranos see check a few.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Economic it's just gonna go and see them.
[AGENT][NEUTRAL] And not.
[CUSTOMER][NEUTRAL] Cincore.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] So enumerate the left when I press Cincola says connect to that.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] She yeah.
[AGENT][NEUTRAL] Eleness.
[CUSTOMER][NEGATIVE] Oh, no, no, no.
[AGENT][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I was doing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well yeah no phone no man.
[AGENT][NEUTRAL] But you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Ma is alone and.
[CUSTOMER][NEGATIVE] Oh you're not so well.
[AGENT][NEUTRAL] others that one.
[AGENT][NEUTRAL] a number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is immigracia on the beneficials [PII] is.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Until they have to go.
[CUSTOMER][NEGATIVE] It didn't love me more in her face here.
[AGENT][NEUTRAL] Very well, I'm sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] No problem or a clinic.
[CUSTOMER][NEUTRAL] A clinic clinica matolo here.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Just because it's good to be alondo but it's like you said I guess.
[CUSTOMER][NEUTRAL] We have 2.
[AGENT][NEUTRAL] be Alfondo.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No, I kept in circa they check in check out.
[AGENT][NEUTRAL] Ah, OK, but no, no, OK, sir.
[CUSTOMER][NEGATIVE] No thank you let's staying.
[CUSTOMER][NEGATIVE] And my husband is a loss.
[AGENT][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yeah, literally.
[AGENT][NEUTRAL] You want to go like.
[CUSTOMER][NEUTRAL] I heard that just said yeah I sentiendo you oh my god, come on yaretagente forget those I could tele.
[AGENT][NEUTRAL] See see see how is this service is one of the.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] What did I say my.
[CUSTOMER][NEUTRAL] In Pogo.
[AGENT][NEUTRAL] receipt but.
[AGENT][NEUTRAL] Diana [PII] as to Maximo [PII] personallao.
[AGENT][NEUTRAL] Head was still memento.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oo.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dial or the payment la.
[AGENT][NEUTRAL] As the momento.
[CUSTOMER][NEUTRAL] 0.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, you go.
[AGENT][NEUTRAL] The vases.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She's still not outside.
[AGENT][NEUTRAL] Yeah and I will not be Mr. and I see you.
[CUSTOMER][POSITIVE] Perfect thank you
[AGENT][POSITIVE] And then so on. OK, you did good.
[CUSTOMER][NEUTRAL] Ne rain.
[AGENT][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] The second order um.
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEUTRAL] OK. Outpatient. OK, yeah, physical therapy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] um,
[AGENT][NEUTRAL] Now I told you.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Do you mean infusions.
[CUSTOMER][NEUTRAL] OK yeah you were saying like.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] The C and aubreneficios in uh or queer queer in a clinical office in a doctor.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Did you try this?
[CUSTOMER][NEUTRAL] Mm, OK, but yes, uh, in my reference yeah I am.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, too much in the in the man.
[AGENT][NEUTRAL] You will want to. I better get some get get get my will.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.