AccountId: 011433970860
ContactId: 0bf55f13-22a2-48a9-b88e-c3236c78dd14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407700 ms
Total Talk Time (AGENT): 177832 ms
Total Talk Time (CUSTOMER): 146790 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0bf55f13-22a2-48a9-b88e-c3236c78dd14_20250205T14:11_UTC.wav
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[AGENT][NEUTRAL] That's it. Yeah my American public life. Ms [PII].
[CUSTOMER][NEUTRAL] Uh, one of the [PII] the Nombre [PII] um
[CUSTOMER][NEUTRAL] It's a.
[CUSTOMER][NEUTRAL] It [PII] the the the la.
[CUSTOMER][NEUTRAL] The uh US one?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, either call depolia.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Beniccuadro noventicieteicinco.
[AGENT][NEUTRAL] You to sciento.
[CUSTOMER][NEUTRAL] Noviembreventietamicientosaninco.
[AGENT][NEUTRAL] It's a no telephone.
[CUSTOMER][NEUTRAL] Esto [PII].
[CUSTOMER][NEUTRAL] What the reticuadro just saying la polia demes.
[AGENT][NEUTRAL] See, in medical bill is uncevio medical or
[CUSTOMER][NEUTRAL] See it's a big American.
[AGENT][NEUTRAL] Jules la de er yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] They have a poet.
[AGENT][NEUTRAL] And that this week.
[CUSTOMER][NEUTRAL] Aquila.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] So as a la fechequetefua lo pitalo conel medio is no.
[AGENT][NEUTRAL] Um, pa.
[CUSTOMER][NEGATIVE] and now sue.
[CUSTOMER][NEUTRAL] I think in my loan.
[CUSTOMER][NEUTRAL] Where in
[CUSTOMER][NEUTRAL] Ecuador.
[AGENT][NEUTRAL] Mm OK pano viresiere notemorelamostimo quetenemosa for servicios and piembre conel medio so so on viles on hospital for emergena quetipo de servio.
[CUSTOMER][NEUTRAL] No, like you said.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Its cumullando bariaosa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, a, a tengoki made a tengoki del dia mm be the this aki.
[AGENT][NEUTRAL] Doesn't it rain ticuatta.
[CUSTOMER][NEGATIVE] Don't be to see.
[AGENT][NEUTRAL] See, but I have tenemorelamo so selospitalesa fecha or oral medio.
[CUSTOMER][NEUTRAL] See if we, if we, if we uh on a consulta.
[AGENT][NEUTRAL] On a consultant
[CUSTOMER][NEUTRAL] Bueno mira.
[CUSTOMER][NEUTRAL] Escara.
[AGENT][NEUTRAL] Mhm. Sino tenemos and relamo um pereldiniavios mil venti quaretenamore clamos no virediiere de lao pasado. So, um, loqueo recomosquele yameel no depo police illosponala reclamacion teosinote de la reclamacion proles vaqueos laura de talaa colos diagnosticos los diagnosticos and more importantesinel.
[AGENT][NEUTRAL] Um, lore clamos and nigan is la primeraparte is the loquetami neesita is la coia loquepagosur primario.
[AGENT][NEUTRAL] See, I my exacion de Benefiios conesocumentosote la reclassos los pagos.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] See I I I pingo.
[CUSTOMER][NEUTRAL] Hello quelo the the we on the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Benicincoogenicinco.
[AGENT][NEUTRAL] Mhm it's uncomo mosa esita prelotrovaser um la factura detaada conel dinostico so elmilamismoicina del medio Ila puedea alaicina um porqueamosa necesita paracada fechafo mavariasitas and tonesamoscada uno.
[CUSTOMER][NEUTRAL] See if pero aki see your tengo teno aki documento.
[CUSTOMER][NEUTRAL] Conto um er poo pasa tuna photo I go the.
[AGENT][NEGATIVE] Um, pueda la reclamac sal informacion dejamosaber pero estepala reclamacion, um, pos crivi cuenta de Apele aerona cuenta is toillosocumentoscommofosolopodefaar um oh manda porcorreos onion quetenamos pole.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, give me que que el elia.
[CUSTOMER][NEUTRAL] He came to the sciento.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Look what I know.
[AGENT][NEUTRAL] See, um, so iquera la claacion puede scrivise and a chapajina de Apeles. I am a public punto come. I yes on the sere his sun nombre sofachanaciento avios documentcumentospacelareclaacion.
[CUSTOMER][NEUTRAL] It lamo con concept.
[AGENT][NEUTRAL] Cono sotros uh-huh, Silovatelaicina del medicolote.
[CUSTOMER][NEUTRAL] OK, OK, sorry, I can't talk.
[AGENT][NEUTRAL] Mhm. So said novaetinequere hisadoteo so esposa isillos documentos on the they say um as so del reclamo Ivaircommolas um le puetomar photo constelejo is soillos documentcuos.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] OK, Gracia.
[AGENT][NEUTRAL] OK, yeah no that's the one yeah, that's just being my American public life by.
[CUSTOMER][NEUTRAL] Bye.