AccountId: 011433970860
ContactId: 0e3b30b9-35d8-493d-acf3-d3fbbe0c0890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 707190 ms
Total Talk Time (AGENT): 359266 ms
Total Talk Time (CUSTOMER): 395902 ms
Interruptions: 20
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/0e3b30b9-35d8-493d-acf3-d3fbbe0c0890_20250211T18:01_UTC.wav
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[AGENT][NEUTRAL] That's just being about American public life. My number is [PII].
[CUSTOMER][NEUTRAL] [PII]'s polotimo text er reenter the numeral claim.
[AGENT][NEUTRAL] Um, you know you call depolia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, no polia Carigo.
[CUSTOMER][NEUTRAL] No do uno quattrocinco sero docinco quatro uno.
[AGENT][NEUTRAL] Is Nombrena [PII].
[CUSTOMER][NEUTRAL] [PII] says says Ocho.
[AGENT][NEUTRAL] It's the number I tell you?
[CUSTOMER][NEUTRAL] Hi, this is Hialea Police. How can I help you?
[CUSTOMER][NEUTRAL] See [PII] says a Cincoiete.
[CUSTOMER][NEUTRAL] Vin the water.
[CUSTOMER][NEUTRAL] Anyone injured, sir?
[CUSTOMER][NEUTRAL] It's anyone injured.
[CUSTOMER][NEUTRAL] Does anyone there need fire and rescue?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one moment, sir. I'll be right with you. I have another one, just a moment.
[CUSTOMER][NEUTRAL] Yes, give me one moment, [PII].
[AGENT][NEUTRAL] Nothing, not studying.
[AGENT][NEUTRAL] Get termin I say your mother or or?
[CUSTOMER][NEGATIVE] No, no, I can have another another emergency.
[AGENT][NEUTRAL] Oh, OK, it's um me quesays.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] See all of medical insurance copay.
[CUSTOMER][NEUTRAL] This is Santa. I don't say to me or your insurance but don't run that.
[CUSTOMER][NEGATIVE] So casino loos alomandolo to resina part meo pormana el pael queneceto for moquera sereto non 10 go emails the area.
[AGENT][NEUTRAL] Well no the the reclamo porque el Nora the policeacus media quinare clamoques and sanegado so nomare clamos camosacadores uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] See la.
[CUSTOMER][NEUTRAL] Gallouan Park.
[CUSTOMER][NEUTRAL] Unless the thing singer and no.
[CUSTOMER][NEUTRAL] Pressing cos uno quattro quadron.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it's clamo dedos milidos.
[CUSTOMER][POSITIVE] correct.
[AGENT][NEUTRAL] OK, they had a visa los papelesimo momento.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So it's a reclaacloqueria esque nolombioteloman do provedor uh-huh.
[CUSTOMER][NEUTRAL] See poon and darling for my son the sin tengo carton this claim ondalo no mandaoda house and to say laro you know manage payment solamente.
[AGENT][NEGATIVE] The cuatrolases one aloes segura que es reclamo quesayamando esotro servicio.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] It doesn't go bad pero de to so let me tell you man my mandale from my son que porque una la vena.
[AGENT][NEUTRAL] OK, so lain als, uh-huh, so it's just al mass and numer declasseesotracosa yes solseguro primariosillopaguasi imporiento. So I, I don't they isoel el copago e e la feche cervicioceloisalopial medio.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] El la mima elm.
[CUSTOMER][NEUTRAL] Elmo queer has examined a mimo and it's a clinic aocorrado that no clinic but don't know pital and see a free freona clinicaprivada queadio peritolopi.
[AGENT][NEGATIVE] I lost it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and outpatient.
[AGENT][NEUTRAL] Orcaquirefua visitsa mergencia no nouna mergen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no farmer hens.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I condo la la preta so so aquile is so el pago el recio uh queenneanel recio is that HCA um kind hospital oral number on me or aqui is el pago.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] La la clinicasa.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] The intelligent imaging.
[CUSTOMER][NEUTRAL] Yeah, outpatient. It is a service outpatient. No er mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm. So lo que esitaria nospa in teller una canidad no maneses lala lexpriacion de beneficios eso vienneus primariquetenia.
[CUSTOMER][NEUTRAL] You know right there.
[AGENT][NEUTRAL] Um, uh, OK, see Edna, mhm, and, and, and elcaso de then tell her about os the nosaltoexplicacion de beneficioses bien de parte deedna soloquere yamalle erna ileos necesito exacion de beneficiosafe the um no mas la exaciones the beneficios on the tuna.
[CUSTOMER][NEUTRAL] Edna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] and a la la diatremos palesas canidades porque lapoliacurecondapagoopa porquelosian.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there
[CUSTOMER][NEUTRAL] Is there any child or this type of people.
[AGENT][NEUTRAL] Edna via negado de lamos deciendo otenia otro segurola mayorlascon conde passes porqueospienzan quenosotros apele is unseguro premario uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] See correct. See explanation.
[AGENT][NEUTRAL] que seguro gap yoyos um resolvenese prolema process and el relamo de vo yay on the tinel copago yes on lasopia queneesitamos no no las neon las quepagaon eya una responsala suya.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Sisque e emoqueraalgusseretota con con you a whole long explanation of uh services but it can see you.
[AGENT][NEUTRAL] On Etna.
[AGENT][NEUTRAL] No, no, it's los codios porquea para is a fecha tenemos todo lonico quenosta la la acion the beneficios.
[CUSTOMER][NEUTRAL] E.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Oh no, you know setlajeta condova condovalla clinic and no, no, OK, I, are you not form.
[CUSTOMER][NEUTRAL] No, no Camela second. No, no, nomela loca mhm mhm.
[AGENT][NEUTRAL] Sea forma on a website and it is a med link Sienesa forma is ledanos codios lo nigo que levacerfalta is a codeo de diagnostico isosse loan lo que puede er um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] It it's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Espola fecha deerviomo and essecaoes nue desteventiddosipola raqueueal medio comositbo mm nose led el braso el brazo is quierdo I will stay by pondolo braso is quierdo yeah um no [PII] uh-huh comuna rason porquesue conlaopia de etna de loqueospagaon yasuna unreclamo completosino puede communiarsecon la clinica.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] It is a com it's a formal lava lava joy in [PII] is there.
[AGENT][NEUTRAL] Sila pajina nostoma med links people a polia unapolisa med link mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, Ilavajola clinica.
[AGENT][NEUTRAL] No telavaine nombres presso esposopoel informacion de esposo um.
[CUSTOMER][NEUTRAL] Oh well.
[AGENT][NEUTRAL] una formaloteva firma eva yen.
[CUSTOMER][NEUTRAL] So they go to the hospital
[CUSTOMER][NEUTRAL] Yes is a former.
[AGENT][NEUTRAL] No, I still
[AGENT][NEUTRAL] In their website but no sotros conlaopia de etna de loquepagona con copia de lexicacion de beneficios but eldia you get this.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] See no yeah I'm gonna.
[AGENT][NEGATIVE] Pelitamos nada masqueleacion the beneficios prosistasino otra reclamacion paraotra fechaoteenar sesa forma evapolos diagnosticosola la ra quefuel medicostefuel medio in to like la coia de Edna.
[CUSTOMER][NEUTRAL] So er yes, uh-huh uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See more you think the pero pero a case of cordio impossible the opener nomeloan.
[AGENT][NEUTRAL] I cannot
[AGENT][NEUTRAL] steer on a description disendo OK el porque tendo de cabeza and porquetenia or the cabeza eso on you knows codioski.
[CUSTOMER][NEUTRAL] was
[AGENT][NEUTRAL] Her fuel mericotefuel medio el dinoso la raste porque era unvisita or tenon or the cabeza diabetes conditionneitamos.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It manda a form cuento mail paper form fax documents.
[AGENT][NEUTRAL] It's escomo laquinto uh-huh escomo laquintosexta pabajo.
[CUSTOMER][NEUTRAL] And you.
[AGENT][NEUTRAL] They said Medlink.
[CUSTOMER][NEUTRAL] Accident yeah no I will click on meddling or meta.
[AGENT][NEUTRAL] CS the um in the 60 on the on the format.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] See if we put a claim forms on a canoe claim forms sala pajina un senoro unino. It is about solutions products for brokers for groups contact.
[CUSTOMER][NEUTRAL] You use the claim forms. I will click I in the signing and to the file claims online 24 hours but a sign in press a paramicuenta place a mail paper form or fax documents. So is it a mail tablet.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah I accident clean from.
[AGENT][NEUTRAL] See, Ibaa la seuna pajina and semaseque me linkquesta la seuna pajina.
[CUSTOMER][NEUTRAL] Cancer playing for.
[CUSTOMER][NEUTRAL] Mm, that's the one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no, me, me a Merlin. OK, and does it silvajoa formmo Raen is salammando of the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Elaramana, OK.
[AGENT][NEUTRAL] OK, no no vallena la for commodiva la fecha cervio illaraque fuel medio parael dinostico.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Sino communicarco clinica uh-huh, the minister la for my depositoreo parais quereoes in deposit sequcuenta evanco.
[CUSTOMER][NEUTRAL] Yeah, this is.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, OK, I mean gracia for you.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] You're saying.
[CUSTOMER][NEUTRAL] Nail trunk.
[CUSTOMER][NEUTRAL] OK, ma'am, one of my well kind an explanation of benefit but also document, OK.
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] See, OK, I know that's just being my American public life but when I.
[CUSTOMER][POSITIVE] Gracias [PII].
[CUSTOMER][POSITIVE] It was nice.