AccountId: 011433970860
ContactId: 0f78d1bc-f9c5-45eb-b935-8e0bdae24902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334549 ms
Total Talk Time (AGENT): 181646 ms
Total Talk Time (CUSTOMER): 100317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0f78d1bc-f9c5-45eb-b935-8e0bdae24902_20250107T18:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Oh like [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mira una um um build the misuro the
[CUSTOMER][NEUTRAL] Ego extra to Orlando um broke the seque metier.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfection performed in the polis.
[CUSTOMER][NEUTRAL] That er er reincuatro reinose.
[AGENT][NEUTRAL] I don't mean to repeat the must.
[CUSTOMER][NEUTRAL] Beitres in cocuato resinose.
[AGENT][NEUTRAL] ciao.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so in this system for entree numeral.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What my
[CUSTOMER][NEUTRAL] So remain.
[AGENT][NEUTRAL] OK, it's quite a serious [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mereiodos Norwest at [PII].
[AGENT][POSITIVE] Perfect electronic.
[CUSTOMER][NEUTRAL] [PII] aroael punto misto to say scientos.
[AGENT][NEUTRAL] Which is in grass has confirm my information was relamo and effect loss.
[AGENT][NEUTRAL] Just look at the numbers.
[AGENT][NEUTRAL] But if you can see.
[CUSTOMER][NEUTRAL] We Marley.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, we can be cuatropainase Henandez unael cover sheet.
[AGENT][NEUTRAL] Document to
[AGENT][NEUTRAL] That was so.
[CUSTOMER][POSITIVE] Yeah I could.
[CUSTOMER][NEUTRAL] See me too.
[AGENT][NEUTRAL] OK, so up to me to me I must verific seekinagua documents um.
[AGENT][NEUTRAL] Then I was servisos.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hernandez diagnostic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 2 or 3.
[AGENT][NEUTRAL] [PII] el traino doctor [PII] porquequerado la la lisao estosos.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] It's a better.
[AGENT][NEUTRAL] In peresote doctor poquito documentcomo used noslo aparta del deagnostico the vinesasitamos likeslica in the beneficios the seguro principal quinosvade here sotros de estos for quebeque um el cargo total is the novecitos de unoloserviciosres cuss.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, no, it doesn't, it doesn't cure for.
[AGENT][NEUTRAL] Put it on.
[CUSTOMER][NEUTRAL] Inmientos in cuentticuatro so.
[AGENT][NEUTRAL] OK, perillooetinedos cargos differentes unto this tros.
[CUSTOMER][NEUTRAL] But to.
[CUSTOMER][NEUTRAL] Intosinticuatro Sea.
[AGENT][NEUTRAL] Correctos process reclamo deculoquesabla poliomos principal.
[AGENT][NEUTRAL] Colac referental serviio cuanto nostocanoscommo desi copago quai deo servicios.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Elicanefiio de miso.
[AGENT][NEUTRAL] See the principal, the seguro no no sotros del seguro principal.
[CUSTOMER][NEUTRAL] yeah telomanolopongo mijo.
[AGENT][NEUTRAL] See documentcuo er de la miosisio said Suvea docuo leslica beneficios eel codi denoso.
[CUSTOMER][NEUTRAL] Your diagnostico kilo.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Tell me I don't know.
[AGENT][NEUTRAL] [PII] you knows this diagnosico.
[AGENT][NEUTRAL] He faces.
[CUSTOMER][POSITIVE] OK. Great.
[CUSTOMER][NEUTRAL] OK, listen to me I was you.
[AGENT][POSITIVE] Excellent. I'll go and queue.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, is it so.
[AGENT][NEUTRAL] moving.
[CUSTOMER][POSITIVE] Good