AccountId: 011433970860
ContactId: 103a8789-4fad-4929-93c7-5c369f11ae0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519270 ms
Total Talk Time (AGENT): 115652 ms
Total Talk Time (CUSTOMER): 351123 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/103a8789-4fad-4929-93c7-5c369f11ae0d_20241230T15:02_UTC.wav
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[AGENT][NEUTRAL] One of the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is it to come in and I know.
[CUSTOMER][NEUTRAL] What's that.
[CUSTOMER][NEUTRAL] See, I mean noose apple I said I I I'll say.
[AGENT][NEUTRAL] Um, yeah, but you get see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] As Astenido um I gunotropolisa nosotros in it anterimente or no it's prime.
[CUSTOMER][NEUTRAL] See, see, anteriormented to a posa.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, TNN number of the policy, OK, um, the no no DNA.
[CUSTOMER][NEUTRAL] See, see, see that thing is uh el Grupo or or inpatient or outpatient.
[AGENT][NEUTRAL] OK, Claudia then.
[AGENT][NEUTRAL] An outpatient an inpatient or outpatient of do mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] er do dosnveochoro unoree de mama ele de lola ocho.
[AGENT][POSITIVE] Good ask you.
[AGENT][NEUTRAL] Before the telephone.
[CUSTOMER][NEUTRAL] Sierte with your face. Oh no, mira miposo treventuno docite face no venta trenteino.
[AGENT][NEUTRAL] OK, gracias, OK, yeah, but if it cars to to electronic.
[CUSTOMER][NEUTRAL] Or change [PII].
[CUSTOMER][NEUTRAL] [PII] retre [PII].
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm the heme mira no pareque ayotrapolia part of the heme mira group of a moment.
[CUSTOMER][NEUTRAL] Isa.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah OK.
[CUSTOMER][NEUTRAL] you know uh I.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Tria yamarraus seguro uh no seguros you know yamarador.
[CUSTOMER][NEUTRAL] We know, we know, um.
[CUSTOMER][NEUTRAL] See poo Francisco Sanchez [PII] said say safe er like uenta de quest the agnostic said I'm.
[AGENT][NEUTRAL] LHR, uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] cuenta for the er you know um uh tires and in queto time um pasado nendo.
[AGENT][NEUTRAL] What in the service.
[CUSTOMER][NEGATIVE] See la fe embre ah no romanda don't want to go.
[CUSTOMER][NEUTRAL] It is certiendre I er erinco del ventitres.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't go, uh, I got.
[AGENT][NEUTRAL] At the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Set.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Oh and Damelite or numer of the fats oh that.
[AGENT][NEUTRAL] Seen the fact that mhm.
[CUSTOMER][NEUTRAL] Seegamero
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And the fact is unochostete.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Did I say Finkle?
[AGENT][NEUTRAL] N cuatro dostres.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, so no resimolamo fora.
[CUSTOMER][NEUTRAL] But no, er erraconti uno, you know, a lot for mole loan or avor.
[AGENT][POSITIVE] Thank you ma'am. OK.
[CUSTOMER][NEUTRAL] Grammar.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the same.
[CUSTOMER][NEUTRAL] For calling the quest diagnostics, an affiliated joint ventures billing department for English press one, gracias poramar paraistencien espanol por favor preciondospagoli informacion de segurouestrositio web quest diagnostics puntocom.
[CUSTOMER][NEUTRAL] Sciente titu de unapolisa representantea compania de segurosiyama puruna factura pre ne uno tima des del consulsit unumero de facta pago conuna tarta deo devitoachia pre ne uno parapago informacion de scuenta ban caria predos sama presso de las puebas de laboratorio prere paratodas las consulta de factacion pre ecuatro.
[CUSTOMER][NEUTRAL] Para veal menu principal precion enueve para repetit stases pre sumacciente tar de unapolisa representantea compania de segurosiyama puruna factura pre ne uno.
[CUSTOMER][NEGATIVE] Tit unumerro de fact pagouna tarta deo devitocheia prene uno parapago informacion de cuenta ban caria preser preo de las puebas de laboratorio pre rela las consulta de facturac precionecuatro para al menu principal precion enue para repetitta presterisco.
[CUSTOMER][NEUTRAL] Los entimos la selection no es valida sitine unumero de factura el pagouna tarta deo devitoachia pre uno parapago informacion de cuenta ban caria predos sma preo de las puebas de laboratorio preres paratodas las consulta de facturacion precionecuatro para veral menu principal pre enueve para repetitta pre errico.
[AGENT][NEUTRAL] Quatro.
[CUSTOMER][NEUTRAL] Cit unum fact pagountao devito unpago for sit numero de factura pre unoin numero de factura pres resal pretas mascuentes pre unostromero de facto presante de servisiolite precisero rimoyama stro primeran disponi.
[AGENT][NEUTRAL] It's in a cuatro.
[AGENT][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] Actualmente estamos experiment volume yamada super normal desperado puedecer superioa diminutos sareliarumpago contarjeta deine unumero de factpo prene uno paraerdo segura de estralline segura de pamatisado tambien puereliarpagos act informacion del seguro de residio webia react.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] no.
[CUSTOMER][NEUTRAL] To participso facto to participation stament.
[AGENT][NEGATIVE] No jama sippootro contetamorapido.
[AGENT][NEUTRAL] See they could no no I don't.
[AGENT][NEUTRAL] Claro no Idiente [PII] I tell her.
[CUSTOMER][NEUTRAL] Did I say what.