AccountId: 011433970860
ContactId: 0c57d28d-890f-45d2-8ca8-709500e3d524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 907440 ms
Total Talk Time (AGENT): 461330 ms
Total Talk Time (CUSTOMER): 284370 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/0c57d28d-890f-45d2-8ca8-709500e3d524_20250319T13:27_UTC.wav
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[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][POSITIVE] Oh, I gonna be at least yeah.
[CUSTOMER][NEUTRAL] Just get a confirm my book you on the I don't know patele er er email give me a parekindle desaquera una direction incorrect that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] El Pacela.
[CUSTOMER][NEUTRAL] Lajeta del plan.
[AGENT][NEUTRAL] OK, it could say your mandoor El Grupo or La Palisa?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It's 13 in Numero de la Paisa Conapeli.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Numero de la Paullia.
[CUSTOMER][NEUTRAL] Cerrodos in cuenta redotrofa.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, gracias.
[AGENT][NEUTRAL] It comes as see almost there.
[CUSTOMER][NEUTRAL] Loose booty.
[AGENT][NEUTRAL] OK gracia etche de la semiento.
[CUSTOMER][NEUTRAL] No, there's a simple.
[AGENT][NEGATIVE] OK, alum the tele silaimara sad.
[CUSTOMER][NEUTRAL] No, the single cuatro de cuatro er rose.
[AGENT][NEUTRAL] Grasses rexion de la casa.
[CUSTOMER][NEUTRAL] Cinto Sea Northwest Cinos in Pento name [PII].
[AGENT][NEUTRAL] OK gracias, is Tamanando papeles for unrelamo.
[CUSTOMER][NEUTRAL] See what a glam or see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] S for email.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, it's Septa Retamos for email.
[AGENT][NEGATIVE] Pofalo ortambienta Amazon website.
[AGENT][NEUTRAL] Is ramoel website.
[CUSTOMER][NEUTRAL] Ah, OK, OK. Your website?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's OK. Did you say I should that the pay secure and [PII].
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] In this slash number logging I get the ok inresarme OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] OK, you right.
[AGENT][NEUTRAL] A quando necessity and trap for new user.
[AGENT][NEUTRAL] In I preuntos neocito esco I am an individual with an APL policy illuego vaponersu informacion con numero desiggulo social parare una cuenta.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] In la cuenta de Apele and el Porto Porta puede ver lapolia a los beneficiosporessumeter relamos is in a sittargettaambian primeunna tarta.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh ufaia camou mandalo for correo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's the.
[CUSTOMER][NEUTRAL] [PII] came to I'm you, sir.
[AGENT][NEUTRAL] I'm an individual.
[AGENT][NEUTRAL] Is a primera Silexion. I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] Israla proxima.
[AGENT][NEUTRAL] Um, the proxima pajina vapoersu informacion.
[AGENT][NEUTRAL] Ianda de de seguro so.
[CUSTOMER][NEUTRAL] In a poli, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Gracia.
[AGENT][NEUTRAL] Iambian senorra Burgos puedema uh dlaharacion de Apele el el provedorel proveor er er er ramos.
[AGENT][NEUTRAL] Ipodemospagareoremente es es union.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sipero er problem clamo hea you via pagado.
[AGENT][NEUTRAL] I see and so as I said the people demonstrate in theirsar.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is the prejunto er.
[CUSTOMER][NEUTRAL] Concuenta feterosepareclamo porque maybe I should throw con confirm er cuando la fecia peroquesabantemano.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, as the Poliava, uh, premier there de Julio dos Merbante Cuatro.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Played in Star Diva?
[AGENT][NEGATIVE] Necesita cerreclaos desue del cervio.
[AGENT][NEUTRAL] Porqueneitamo elexplicacion del beneficios de la segures principal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was care is processing alamo.
[CUSTOMER][NEUTRAL] Uh-huh, ego la reseta the prescription me.
[AGENT][NEUTRAL] And Tambienesit conquistalaigur's principal is back on Etna Ahmed or Florida blue.
[CUSTOMER][NEUTRAL] Aetna.
[AGENT][NEUTRAL] OK, tambiennesamos unafa uh.
[AGENT][NEUTRAL] On papel del provedor conos codio de prosermientos ecordio de dinostico is the prosermiento de diagnostico is more importantte porque la polia solo.
[CUSTOMER][NEUTRAL] It's a number it's a numberrodijolaaeryjo solamente er quelara lame paraque me biera decrypion the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The plan can also come meso. It can be ara la prescription me guesserrato.
[AGENT][NEUTRAL] For MRI?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm, OK, this is Domos.
[AGENT][NEUTRAL] I'll go this way, yeah, you saw the MRI or solo I go put it in my MRI.
[CUSTOMER][NEUTRAL] Then go do queboaremarque yalo bag.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Um, yeah, is MRI.
[CUSTOMER][NEUTRAL] See. Mhm.
[AGENT][NEUTRAL] OK. And then
[CUSTOMER][NEUTRAL] I look.
[AGENT][NEUTRAL] OK. Elim Lugar.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEGATIVE] Fail to with that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Intos de la primere el primero MRI necessita yammar el provedorel lugar cuando dondeue.
[AGENT][NEUTRAL] Ocelo.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I did for una forma concordio de diagnostico i prosermiento.
[CUSTOMER][NEUTRAL] That so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Soilma concordido deque.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uncorrico de prosermiento e e uncorrio de diagnostico.
[CUSTOMER][NEUTRAL] The pro.
[CUSTOMER][NEUTRAL] OK, yeahola pre Christian medical and exita or no.
[AGENT][NEUTRAL] No, it's quineesitamos de elgar de donde is on L E L E MRI.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So can bearer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Lelia send themfio and is to see that.
[AGENT][NEUTRAL] See de la Seguin's principal.
[CUSTOMER][NEUTRAL] What's like so for the beneficiosilla formma concordido de prosemiento.
[AGENT][NEUTRAL] I cortico de diagnostico el cortico de diagnostico no podemos processesar unlamoine el cortico de diagnostico.
[CUSTOMER][NEUTRAL] But the diagnostic.
[AGENT][NEUTRAL] Mhm rio de diagnosticova and pesar contra condos numerrosimasunto imma numerouss purrehalo puede.
[CUSTOMER][NEUTRAL] The tibida.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Melissapear conque.
[AGENT][NEUTRAL] On a letter
[AGENT][NEUTRAL] Condos numerals Ion Ponto.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In this is mas numerals porrehalo it's soloune hemplom a sincuenta cuatro punto Biniocho.
[AGENT][NEUTRAL] My brother said I'll go I see.
[AGENT][NEUTRAL] Yes yes for the MRI.
[CUSTOMER][NEUTRAL] OK, and that's it.
[CUSTOMER][NEUTRAL] Elaina.
[CUSTOMER][NEUTRAL] Quando tenbierla plan the Christian de plan mealmimo de puedo invierla format dero de lodos look at it the maolone just said individual.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No mandalo juntos.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um, peroul in elutturo and eno la argeta they ape elle con segus principal in which vasesque paga primero.
[CUSTOMER][NEUTRAL] Claudio.
[AGENT][NEUTRAL] Yeah, you played in a city lama Ela masil you in for Marion.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Mhm, see, see fuckingerreta takequetapa and the plan estte pero de so it semana unodijeque me la cuenta porcorreo contalde de poa marlondola tartadale for tarta trata de curi and say.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] CI beneficial for MRI epodemos re and bursaris quaemo to and the netamosel corrio de diagnostico de la pro provedor explicacy on their beneficios de la segus queen cuanto a processarnereclamo ecuanto applicaumpoel de decilio copago.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Not toendoes so esoajalando de lo queyao age.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] The explicacy on their beneficials is the lafigure's principal.
[CUSTOMER][NEUTRAL] No, like in the beneficiary but I relamo de loqueao page.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] The the ray and terrio.
[AGENT][NEUTRAL] She and so for examplelouando el prove.
[AGENT][NEUTRAL] Man reclamola na nava process moi unive and explicca del beneficios de etna van sennaotros cuanto etna applicopoel deduliorcade MRI Elia dele paga el copagoocours.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Pore sonneittamoses exacion del beneficios de etna.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I ambienlapolia solopaga porermidare or accident.
[AGENT][NEUTRAL] Eporeo neitamos el cordio de diagnostico el cortico de diagnostico via the cero sotrusque de cerviciofoor un intermedar or accident.
[CUSTOMER][NEUTRAL] Ose for him low permeda.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] No, I'll see.
[AGENT][NEUTRAL] CS, yes, C.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] There's some new me that.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEGATIVE] Your sick, but the sick mucho pero it's.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEGATIVE] Notegra de muchis porque abbecato de regar computdora so malisiaque solo documento so we eso this is paralo granada.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See ayoquiroquetamandado informacion que no necessitamo no podemos [PII] todo.
[CUSTOMER][NEUTRAL] Bueno gracia I think up in the end don't say.
[AGENT][NEUTRAL] Uh, some plasmas, uh, [PII] OK.
[CUSTOMER][POSITIVE] Gracia we are male.
[AGENT][NEUTRAL] Gracias [PII].
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Really.