AccountId: 011433970860
ContactId: 12b724be-8240-4da7-8554-1d7645310756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524950 ms
Total Talk Time (AGENT): 246416 ms
Total Talk Time (CUSTOMER): 235362 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/12b724be-8240-4da7-8554-1d7645310756_20250213T22:35_UTC.wav
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[AGENT][NEUTRAL] When I tell [PII] or [PII].
[CUSTOMER][NEUTRAL] See when I said I mean I'm [PII], um, just a Jamando porque parareunjetaque beneficio DNA.
[AGENT][NEUTRAL] OK, uh, I, OK, but the telephone and [PII].
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, policy, policy, no? It's a policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The same number set of those.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Ocho [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hey Porse meafanasiento ioisocorre electronico.
[CUSTOMER][NEUTRAL] See on on.
[CUSTOMER][NEUTRAL] The milociosaos.
[CUSTOMER][NEUTRAL] El Correos [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You like the summer heat.
[AGENT][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] Note [PII]
[AGENT][NEUTRAL] Mm, OK, [PII].
[AGENT][NEUTRAL] OK, the halolo beneficiioteleneesquejuna guarant the pagosina verification overtura.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] E N.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so teine unas polia secondaria supplementaria ala primaria, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so do beneficios, uh, uno the inpatient caseria hospitalisacion er the outpatient caseria and bullatorio was the um beneficio combina re mildo for personaio para ambulaio or parataliacion um mm.
[AGENT][POSITIVE] You know I look good.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so no beneficio habulaioerianius deva uh la salegencipital.
[AGENT][NEUTRAL] A cureloqueore council.
[AGENT][NEUTRAL] Prevadian Noo laboratoryente una facilidae Dinao or.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the NTNL Lopez is the beneficial infusion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I mean beneficiio para dialysis.
[CUSTOMER][NEUTRAL] Yeah, then I'm just gonna go to [PII] but you know at mira I mean me man I said all dramamora see you trust it.
[AGENT][NEUTRAL] Um, that I yeah.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And now mesage don't get then all Imora.
[CUSTOMER][NEUTRAL] in mahino and esore now eso er [PII].
[AGENT][NEUTRAL] OK, themele Leagua preass now mamma gracia porquelearron algo seva el de dinostico ores una mammogracia.
[CUSTOMER][NEUTRAL] For the hand pillow.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Elana porque er pota porquela I said lale conclusion just a mere luna and I don't get to be the best.
[AGENT][NEGATIVE] We are not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK, I'm not.
[CUSTOMER][NEUTRAL] No, no, like they don't know say see er.
[AGENT][NEUTRAL] See Jaseria prevention yeah just para don loque la prevention yto on additionale correcto examine additionale.
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean [PII], OK. I mean, you know, put a coaaniamo with a hand in the homemade sign to say I'm dihuo you're the one of the have on top OK you don't call so that hea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we see I don't cure polonoerloque fattanose OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, see, no, so tohamoel dui paco seosrecuandosea preva de noo assislalopital un centro a mulatio no o olaina doctorsiereando una prea not toesi este estapolisa duipaoseuro.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and just say toreque just say so that got me pura I said the the lamamora and no.
[AGENT][NEUTRAL] See juna prevadianoticai esta estapolisa cure prevadiano mhm.
[CUSTOMER][NEUTRAL] See Imorafia nomandaratrasono to say yo and to a queo como demogra say yoyamo manana bogoerrado Isaa meamo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Iolo.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] Correctocutigeta secondaria supplementaria asmo secondaria supplementaria as seguro primario.
[AGENT][NEUTRAL] Um, I estrajuda parapagarsuadusibule copaseuro o tiengagua preunta on necesita veral beneficiospojamar and monumermando casino sino rose you know veraos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I be but they have another ta undaria.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Polisa secundaria supplementaria.
[CUSTOMER][NEUTRAL] I'm here but I I mean but I hear what I have I'm a primerosal uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Sick. Mhm.
[CUSTOMER][NEUTRAL] I don't say yeah I'm on a call say Ireal the.
[AGENT][NEUTRAL] Mhm. I see.
[CUSTOMER][NEUTRAL] And to say Polia Seundaria.
[AGENT][NEUTRAL] Unapolisa secondaria supplementaria.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Supplementario.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh. Judas the the um the lapa.
[CUSTOMER][NEUTRAL] Pocopado el seur no, I see.
[AGENT][NEUTRAL] The lucile copagoosegurocaseria el out of pocket so I said copago and the lucilee out of pocket.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the oboliament.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah copa and go and don't know it has to be.
[AGENT][NEUTRAL] There's Seguro primario. There's Mario.
[CUSTOMER][NEUTRAL] So Ropri Mario, OK.
[AGENT][NEUTRAL] No what about you uh-huh.
[CUSTOMER][NEUTRAL] Say Saysayana Samida.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Mm mm no.
[CUSTOMER][POSITIVE] Yes, no, yeah, yeah, and implements er it er its logo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The preva diagnostico asic ultra sunido scan MRI on Raoheki quaiquira de soca una predino.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Uh-huh. Perfect see nonainis to the empo wait but that yeah that while bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Then uh Sierra Marcos and then uh like a thing I'm going then.