AccountId: 011433970860
ContactId: 13e9723d-73d4-4bd8-a5d6-71bbcc643c37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768679 ms
Total Talk Time (AGENT): 139342 ms
Total Talk Time (CUSTOMER): 172223 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/13e9723d-73d4-4bd8-a5d6-71bbcc643c37_20250603T13:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] When the gracilelelagusto.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Shebuenos Dias. My name is [PII].
[AGENT][NEUTRAL] Mylapo arthritis.
[CUSTOMER][NEUTRAL] Hemi you think melisa the Apele.
[CUSTOMER][NEUTRAL] In er er trata sim immi cuenta is a unreclaino who claim yeah tra online innose porque nounrami cuenta and toes osi to mimi cuenta.
[AGENT][NEUTRAL] Hey, I'm a numero telephone and calama connect and numero de polisa.
[CUSTOMER][NEUTRAL] See numero the telephone [PII] no.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes yes in policy.
[CUSTOMER][NEUTRAL] Yeah, the Nicolapolia.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Inupal
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The el the outpatient benefit card number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] In cerodos unoiete cinco quince.
[CUSTOMER][NEUTRAL] Quatro Leo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Teno group tambi numeral.
[AGENT][NEUTRAL] Yes, telling
[AGENT][NEUTRAL] Or verso direction electronic.
[CUSTOMER][NEUTRAL] No, we don't mean nointos is incinco mm telephone no they.
[AGENT][NEUTRAL] No, um, the direction is to have electronica.
[CUSTOMER][NEUTRAL] You know, I see but street painting Norilacor una ueve er nor beach Florida reres in the city nue.
[CUSTOMER][NEGATIVE] Uh no secure can go lm [PII].
[CUSTOMER][NEUTRAL] Oh go no go oh thank go EE sore.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, gracias, yes, I get the names.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, but, uh, loques la cuenta online and Dicare is so travestore.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's poreo?
[AGENT][NEUTRAL] See, mhm, right. I get it.
[CUSTOMER][NEUTRAL] Oh, OK, the last one for me logging on.
[CUSTOMER][NEUTRAL] When I yeah I'm just for my second on cuentramicuenta ok can send.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, they say acelo la linea or
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] No, ya a loa reclamation.
[AGENT][NEUTRAL] No that's.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] In que ala cuerta um
[CUSTOMER][NEUTRAL] Um, queen and, er, lavian rear poo.
[AGENT][NEUTRAL] OK, [PII], um, I apologies, but a moment to tell [PII] I will call for you, OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII] was calling for Mare Clamo.
[CUSTOMER][NEUTRAL] He [PII]
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Garciareaculatalansa senora [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, el Diosesviandola documentas incubioeldventio de Majovasada Iadaccutemando.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, um, this is on.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, basadal information inventiosoendo informacional.
[AGENT][NEUTRAL] So loquestaiano.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's una factura detalodigo de diagnostico i prose demiento.
[CUSTOMER][NEUTRAL] Join and the explanation of benefits quelos codos.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Laplica in the Novauna factura de los logos in the Cleveland Clinic Florida.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So then I just esita una factula detajadadiosianopio on supervio all those office notes.
[CUSTOMER][NEUTRAL] OK, but yeah.
[AGENT][NEUTRAL] I look at things in person.
[CUSTOMER][NEUTRAL] Youmenelo. OK, so yeah communic.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, look at I'm busy in the moment.
[CUSTOMER][NEUTRAL] OK, OK, butabriladori la cuenta in a rise queponga.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Can give me or er roll the meal also so the group or insure what's a good one.
[AGENT][NEUTRAL] I say with uh insured, I say with uh.
[CUSTOMER][NEUTRAL] Pongo I said that.
[AGENT][NEUTRAL] Insured, yes, I say whatever. Mhm.
[CUSTOMER][POSITIVE] OK, perfect. OK, but yeah that.
[AGENT][NEUTRAL] Then.
[CUSTOMER][POSITIVE] Uh, and no problem.
[AGENT][NEUTRAL] OK, then.
[CUSTOMER][NEUTRAL] Just a me I.
[AGENT][NEUTRAL] Yes.