AccountId: 011433970860
ContactId: 0bda8e09-5210-492f-9001-ee43f013ef89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612349 ms
Total Talk Time (AGENT): 195807 ms
Total Talk Time (CUSTOMER): 144042 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0bda8e09-5210-492f-9001-ee43f013ef89_20250113T19:51_UTC.wav
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[AGENT][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Oh like pita let me.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm mhm Lamora.
[CUSTOMER][NEUTRAL] Um, Mira, uh, mona Faura.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ola
[AGENT][NEUTRAL] You see, the store is near me.
[CUSTOMER][NEUTRAL] On pele Mandela laura.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, number of the policy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] The referencia talibia.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] But nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is Closing [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tree quadro.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In ver uh lyrics um so he smiento direction or electronic.
[CUSTOMER][NEUTRAL] C del ventidos the millore classes the [PII].
[AGENT][NEUTRAL] OK, quite a few of them.
[CUSTOMER][NEUTRAL] [PII] the er [PII].
[AGENT][NEUTRAL] you telephone connector.
[CUSTOMER][NEUTRAL] C 3 quattro Cinco 03 quad 0.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the hemere document queloquestapadoreclamosine permit momenttalaina.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Right right yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] The whole fancy.
[AGENT][NEUTRAL] Gracia.
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] That your name.
[AGENT][NEUTRAL] OK, um, see, uh, ella reclamo de negado is a benefici you have a beneficio beneficilia.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Noes partes super beneficio que querio cons and playadon.
[CUSTOMER][NEUTRAL] But I mean tacosa.
[AGENT][NEUTRAL] Mm it's poli no beneficiopolia and beneficials yes the um irandolo beneficiary no no no beneficio no.
[CUSTOMER][NEGATIVE] It's a poo beneficio poco tengo beneficio for analytica.
[AGENT][NEUTRAL] No, uh, yes, no guarantiapagosaca the covertura wasine unaverturalita uh t beneficios de tirujia.
[AGENT][NEUTRAL] Este siesta umisa porromojiniento dolaresentine beneficialirujia ambula tooquereciento dolares.
[AGENT][NEUTRAL] You know, beneficial, um, receive the health, you know, doctor.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm I mean you know beneficiocaine solita noun estojuna um mm seguro majoritario sun seguro limitmita uh tamiine loquees inquitenivo the romilquinientosqueta inquist curimos.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Come patatua aura the chocintola latino patotera.
[AGENT][NEUTRAL] And the uh relos de pagos.
[CUSTOMER][NEGATIVE] Now mere para paragura no.
[CUSTOMER][NEGATIVE] That's aura no good.
[AGENT][NEGATIVE] No, no cur I not in a beneficio for noque preva noos, um, olementeloporepele informacion calabiano casa used tele bit informacionassu and playadoro mi informacion de quelo questa pagando estapolisa.
[CUSTOMER][POSITIVE] Moo mucha gracias.
[AGENT][POSITIVE] Mhm, then a lot of pleasure that I have then bye.
[CUSTOMER][NEUTRAL] Palo
[CUSTOMER][NEGATIVE] No, no, no, no, porque porques to sell the rela no one of my bodes and la polianin.
[AGENT][NEUTRAL] No, I so todo for Marios and pleads and posi cuantostapaando in le pueda informacrecommos canlar um poquela quirio pero de los ok.
[CUSTOMER][POSITIVE] Male perfecto mucha gracias.
[AGENT][NEUTRAL] Then uh they get except for rape and when I see.
[CUSTOMER][NEUTRAL] If tengo tra the analysis clinic.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Fi una prevadinotico no levacure poconine beneficio de preva they are not o.
[CUSTOMER][NEUTRAL] No, I soon analytica de angry.
[AGENT][NEUTRAL] Um, prevention or espo infirmedan.
[CUSTOMER][NEUTRAL] Prevention.
[AGENT][NEUTRAL] [PII] province.
[CUSTOMER][POSITIVE] we have lots gracias.
[AGENT][NEUTRAL] You know, like I.
[CUSTOMER][NEGATIVE] Matalo cha cha cha.