AccountId: 011433970860
ContactId: 11a46ad7-b1b8-4abf-a097-9bb561002907
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342359 ms
Total Talk Time (AGENT): 148081 ms
Total Talk Time (CUSTOMER): 152705 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/11a46ad7-b1b8-4abf-a097-9bb561002907_20250128T22:38_UTC.wav
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[AGENT][NEUTRAL] And I tell [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I about you earlier if you know.
[CUSTOMER][NEUTRAL] So tenguapacientaquila Rosana del Leo de wechester i queremosabelo beneficio de quetienne la pacientes [PII].
[AGENT][NEUTRAL] OK. Can I number of policy, sir. Mhm.
[CUSTOMER][NEUTRAL] Uh necessa.
[CUSTOMER][NEUTRAL] Low beneficiolomero de polia is.
[AGENT][POSITIVE] Benefit thing.
[CUSTOMER][NEUTRAL] Enro depolia is er uno just say siete siete.
[AGENT][NEUTRAL] Um, Pinolaterjeta.
[CUSTOMER][NEUTRAL] Sila commi.
[AGENT][NEUTRAL] OK, milo numeraljo and they say out 3 is a numer uh-huh.
[CUSTOMER][NEUTRAL] Our patient
[CUSTOMER][POSITIVE] Like so patient.
[AGENT][NEUTRAL] See, uh-huh.
[CUSTOMER][NEUTRAL] Benefit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, zero unouevecinco siete dos pos cinco ME eleocho.
[AGENT][NEUTRAL] Get out here telephone connector.
[CUSTOMER][NEUTRAL] See elsiete Jose sincono ese siete quatrocho.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] They matter.
[AGENT][NEUTRAL] Email but yeah ver la feientosalecaro.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I said ado inticuatrodi incite cinco.
[AGENT][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] Universitytrapolisaqueastala.
[CUSTOMER][NEUTRAL] Aotra is in hospital benefit card number.
[CUSTOMER][NEUTRAL] Tela mima protein elle.
[AGENT][NEUTRAL] See is a poliaido canlaine otrapolisa um yes that's that.
[CUSTOMER][NEUTRAL] It's taladao no yeah yeah uh-huh.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, then I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the first
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] No, it's a one then nada.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Then
[AGENT][NEUTRAL] OK, so then no middle.
[AGENT][NEUTRAL] Let me see, hold on it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] so we make for you just uh being OK.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, um,
[AGENT][NEUTRAL] 5757.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see no no but I am um numerrovo.
[CUSTOMER][NEUTRAL] Well, see.
[AGENT][NEUTRAL] OK, and the middle number is Closing size.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Quattro quattro.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. Say.
[AGENT][NEUTRAL] OK, nonaita see you nonaesitamo mlelocholamentelo numeral has tambien.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes, de la fe effective bruno denticuatron.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's active momento and numero the grouppo cambio so the heel and numeral nuevo and no numero de group of different um and numero the groupo momento isocho erro uno.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Perrosino.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They peria yes then yes OK the beneficio yes or no guar the pasa verturajunaario supplementario.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no beneficio queen conestapolisa ambulaoro is the milquientoua.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm beneficial entos.
[CUSTOMER][NEUTRAL] The quinienta dolare peronmi nientoorilla. OK, OK, in numero er the confirmation delayama.
[AGENT][NEUTRAL] Making in just go to the end.
[AGENT][NEUTRAL] Milkiniendos mhm.
[AGENT][NEGATIVE] No, the numbre in la feo.
[CUSTOMER][NEUTRAL] OK, so nombrewale.
[AGENT][NEUTRAL] Minos.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Concerto cones.
[AGENT][NEUTRAL] S A S A O L.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, so in a fechao yes soloneesito.
[AGENT][POSITIVE] Correct yeah.
[CUSTOMER][POSITIVE] OK, muchisima gracia so.
[AGENT][NEUTRAL] Mm then uh then I.
[CUSTOMER][NEUTRAL] Moya.
[CUSTOMER][NEUTRAL] No, no, it's a soda.
[CUSTOMER][NEUTRAL] Mm bye bye bye.
[AGENT][NEUTRAL] Then uh.