AccountId: 011433970860
ContactId: 144779d8-9453-40e2-8a7c-1fa2276327d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625719 ms
Total Talk Time (AGENT): 232165 ms
Total Talk Time (CUSTOMER): 254037 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/144779d8-9453-40e2-8a7c-1fa2276327d5_20250116T16:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Mobu gracias Pama apile meiamali and pod.
[CUSTOMER][POSITIVE] See when I see us and you you see [PII] que me so your man mm claim IPL the balance yeah this secondnolo pa I don it's a sweet uh.
[CUSTOMER][NEUTRAL] OK so now is in [PII]. It's a metaphonelero and office in [PII].
[CUSTOMER][NEUTRAL] Er de la.
[AGENT][NEUTRAL] CEO Paarte de la Polia.
[CUSTOMER][NEUTRAL] Yeah, OK. Well, in those numerals together the in hospitals in the hospital or outpatient.
[AGENT][NEUTRAL] Outpatient por favor.
[CUSTOMER][NEUTRAL] Outpatient, OK, it's set of those.
[CUSTOMER][NEUTRAL] Cinco Quatro.
[CUSTOMER][NEUTRAL] 00 Quatro says.
[CUSTOMER][NEUTRAL] M L H
[AGENT][NEUTRAL] OK, classes Iomoyama sus poso.
[CUSTOMER][NEUTRAL] Jorge Cervantes.
[AGENT][NEGATIVE] You left me.
[CUSTOMER][NEUTRAL] Cerrono trends.
[AGENT][NEUTRAL] OK, gracias, equal is a telephonoppo there.
[CUSTOMER][NEUTRAL] Else oscientos Ochocinco er no.
[AGENT][NEUTRAL] OK, glasses.
[AGENT][NEUTRAL] OK, it's poet dere de de de iembre.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Lo que pasa es quetenosan la poli no pue lab black permiso de Jorge.
[CUSTOMER][NEUTRAL] And they give me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, gracious.
[CUSTOMER][NEUTRAL] So you know we I them is cellular in a phone on speaker.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Your call has been forwarded to.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Your call has been forwarded.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Jope instead of seeing on uh cuenta in their website.
[CUSTOMER][NEUTRAL] See, just send me that on the website.
[AGENT][POSITIVE] Yes, [PII], mhm, good song Go Adelante.
[CUSTOMER][NEUTRAL] But it's a
[CUSTOMER][POSITIVE] See, but it's so super canno in, OK, maybe you can you can call it go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero it a mere ok it's mento yeah muchano con decor er.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It the the input la laita aparthe el electro quequeine or unemploying and erro cuatro relomimo isillopagaro quila and ok no no part copa de la bisita era parte de electro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm and Tiano.
[CUSTOMER][NEUTRAL] Soteca so nolo que noesel bill.
[CUSTOMER][NEUTRAL] OK um can you opening aba uh for different yeah or person bati melomando.
[CUSTOMER][NEUTRAL] Cocosa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Peronso soicienteerneque.
[CUSTOMER][NEUTRAL] Let me tell you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, Papa.
[CUSTOMER][POSITIVE] Yeah, we are er no I'm sorry.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] See?
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] B and B in then.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cloneesitamos permiso alar conus posa.
[CUSTOMER][NEUTRAL] You you you.
[AGENT][POSITIVE] OK, gracias, keep, keep taking some there.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Good, yes.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK, thank you, gracias.
[CUSTOMER][NEUTRAL] OK, let's what.
[AGENT][NEUTRAL] OK. See,
[CUSTOMER][NEUTRAL] No, your second or so.
[AGENT][POSITIVE] Tor is uh protege laneracion.
[CUSTOMER][NEUTRAL] P
[AGENT][NEUTRAL] OK, so lonesittamos is uncordio de diagnostica porque estipolia solo pagaor intermedaris or accidentes is in cordio de diagnosico nosabenno CSD.
[AGENT][NEGATIVE] Uh, relamo is poor on tell me that.
[AGENT][NEUTRAL] Eoro diagnostico Cloman loan um.
[AGENT][NEUTRAL] Unaakura el corrio de diagnostico by piar conunnalera.
[AGENT][NEUTRAL] Those numerals
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] On ponto imma numerous porregenlo ache sincuenta ponto no venta cuatro.
[CUSTOMER][POSITIVE] Mm yeah, easy.
[AGENT][NEUTRAL] A muchaves in on a pacttua el corriorediagnostico no nosta.
[CUSTOMER][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] er the Ia aparrese.
[CUSTOMER][NEUTRAL] I went from caso del noses I'm caso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On claimsquero cuatroit dress.
[CUSTOMER][NEUTRAL] It lo memo in nosing is a I don't want the not but it's solo.
[AGENT][NEUTRAL] I'm still checking on the.
[CUSTOMER][NEGATIVE] I can even have me no car get back. Come on.
[AGENT][NEUTRAL] Nintendo.
[AGENT][NEUTRAL] [PII] Moita.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In this me 23 [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Denacimenta or the radiment.
[AGENT][NEUTRAL] They'll proceed me into and keep our games.
[CUSTOMER][NEUTRAL] See aero cuatro dosmi vent dress.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No solopagamos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In 70.
[CUSTOMER][POSITIVE] The cleanest strength. I don't say see it. I wanna say stuff.
[AGENT][NEUTRAL] OK, can I see?
[AGENT][NEGATIVE] It's terrible scandal.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] Geolos uh cortical dediagnosticos in ester relamo porqueel proveolo Mando.
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] T
[AGENT][NEGATIVE] So I uniforma queue.
[AGENT][NEUTRAL] The Doctor uh [PII].
[AGENT][NEUTRAL] Its uniformaiyama sekomoasa.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Milquimientos, CMS 1500.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, C M Melquinientos.
[CUSTOMER][NEUTRAL] G 151,500 OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] ICS in esteforma is banatanello Corios depressremientos Corios de diagnostico leeraciobaa in esta forma.
[CUSTOMER][NEUTRAL] Iola and seola of or load and I memo claim orca said auto auto claim.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Upload
[AGENT][NEUTRAL] No, Soloment they upload document by Ponne Pharmacion.
[AGENT][NEGATIVE] In laistema buttener or numeral de reclamo quando process processamal cell line pharmacion.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, perfect.
[AGENT][NEUTRAL] It is I mean solimente upload life from Macion.
[CUSTOMER][POSITIVE] OK, yeah. OK, [PII] gracias me male.
[AGENT][NEUTRAL] That sounds I said acommoyama depalo natallo.
[CUSTOMER][NEUTRAL] Oh, [PII]?
[AGENT][NEUTRAL] That.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] gracias is is is neesital [PII] is cuandoteiaotros mosa necessita permiso de Jorge, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, I think I'm more windy.
[AGENT][NEUTRAL] [PII] apiele.
[CUSTOMER][NEUTRAL] Mm that's bye.
[AGENT][NEUTRAL] Bye bye.