AccountId: 011433970860
ContactId: 154fc497-b6d3-4a45-9868-721d6e053cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530630 ms
Total Talk Time (AGENT): 267937 ms
Total Talk Time (CUSTOMER): 181474 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/154fc497-b6d3-4a45-9868-721d6e053cbd_20250430T15:40_UTC.wav
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[AGENT][NEUTRAL] We wanted the conquis.
[CUSTOMER][NEUTRAL] See the aminombres and Nyas.
[AGENT][NEUTRAL] We one of the.
[CUSTOMER][NEUTRAL] Come you think.
[AGENT][NEUTRAL] Ms.
[CUSTOMER][NEUTRAL] Ah, OK, OK, um, you not, er, nose er.
[CUSTOMER][NEUTRAL] It's a good number ah reference number, but it's a number to put to local to me.
[AGENT][NEUTRAL] Claro.
[CUSTOMER][NEUTRAL] Or the like etc. a reference number is 0.
[CUSTOMER][NEUTRAL] Cinco tre cuatro.
[AGENT][NEUTRAL] But instead of those quattro.
[CUSTOMER][NEUTRAL] Ah, I instead of those.
[CUSTOMER][NEUTRAL] Quadra says,
[CUSTOMER][NEUTRAL] Cinco Oo rescuatro.
[AGENT][NEUTRAL] On you.
[CUSTOMER][NEUTRAL] 36.
[AGENT][NEUTRAL] OK, senoras system for simino suria.
[CUSTOMER][NEUTRAL] No no that's the same.
[CUSTOMER][NEUTRAL] Etrees incuertao southwest [PII] retreouadrouadro.
[AGENT][NEUTRAL] It is in a castle in [PII].
[CUSTOMER][NEUTRAL] Una casa.
[AGENT][NEUTRAL] Yeah, for a [PII] Social polia.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, perfect, which is my gracius receive your correspondence part recamo see decaliovena carta algu numerroquedi get claim number CS number.
[CUSTOMER][NEUTRAL] They have I see claim numbers is rescio.
[CUSTOMER][NEUTRAL] Nue Uno.
[CUSTOMER][NEUTRAL] Unorere.
[AGENT][POSITIVE] Mucha gracias be wait a minute. I'm sorry, OK.
[AGENT][NEUTRAL] Mrs. [PII] aero medical primero echo the nero del dosmiticu doctor [PII].
[CUSTOMER][NEUTRAL] See el el el endocrinomique meat in res er so pelita recommoyama ella aviliado.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, porque tengo supertamento parale peelistaje tengo que uh a go to to secure in cuento.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, pro nose porque que que pagoro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See permit me solamente er revisos of polisa eel documentoquerosimosa establisherella sits in.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Effective workers of Polia Coreincuenta rescia and specialista [PII].
[AGENT][NEUTRAL] It is been.
[CUSTOMER][NEUTRAL] You're going.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] No, queerramente teno we see the problems [PII] condomain got same me what was it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Seal chem lama processpolia.
[AGENT][NEUTRAL] Mm, no, it's the primero the.
[AGENT][NEUTRAL] Is there in the middle of the night or I've been doing to see.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] And you know the the the the establi.
[CUSTOMER][POSITIVE] OK, so no problem.
[AGENT][NEUTRAL] Problemaki lamose process noepolia or is that loa the process.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] On the cuatro.
[AGENT][NEUTRAL] OK, OK, you're the Ricklamo.
[CUSTOMER][NEUTRAL] See you two sentiment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Just to elma sent me no.
[AGENT][NEUTRAL] As to the assistance of America.
[CUSTOMER][NEUTRAL] He demo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Swear.
[CUSTOMER][NEUTRAL] Simal.
[CUSTOMER][NEUTRAL] Well LDS is say is a mentor yes he say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Novinotosueque system and so many questions peran de la res puesto de soseguro principal.
[AGENT][NEUTRAL] Estrado el el.
[CUSTOMER][POSITIVE] OK, perfect, perfect.
[CUSTOMER][NEUTRAL] Track over
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] OK, ma'am is a key.
[AGENT][NEUTRAL] See prime.
[AGENT][NEUTRAL] intro.
[AGENT][NEUTRAL] Porto.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, the buck a lot of police.
[AGENT][NEGATIVE] The sin sincolario.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] contrela resuesaa.
[AGENT][NEUTRAL] I you.
[AGENT][NEGATIVE] So documents recio de via negado est documentoer is incorrect.
[AGENT][NEUTRAL] No the be about Senegadolos cargos is a former porque stat and beneficioti copago de lovichita and specialista it's an embargo.
[CUSTOMER][NEUTRAL] She's
[AGENT][NEGATIVE] In contreel reclamo and el cualis parestus gaus losincuento lares para la fecha de de de nero de los medio.
[CUSTOMER][NEUTRAL] Bro.
[AGENT][NEUTRAL] Uh-huh. Is the football.
[CUSTOMER][NEUTRAL] OK. I just say I get.
[AGENT][POSITIVE] Be good.
[CUSTOMER][NEGATIVE] It doesn't it it's a it's a recommended this is er no not correct.
[AGENT][NEUTRAL] See, I see, yes, it is a documented no it correct OK uh no.
[AGENT][NEUTRAL] via papagolamo numero rece qua qua quattro quattrosin yesepagose diabri just via el la felare check date laparel quatrocho.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's good.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] What did I see what see what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And to says esclamosis esosincuenta lare de de nerosis paga sepaga.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Come on cruise informacion Ta perfect OKgra it OK.
[AGENT][POSITIVE] Correct, I yes.
[AGENT][NEUTRAL] See and bunanete castle it's it's salmi.
[CUSTOMER][POSITIVE] Hello? OK, perfect.
[CUSTOMER][NEUTRAL] No, no, just like, um, Misha gracia and put, OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, it's, it's not at all, it's not at all. OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] It's better.
[CUSTOMER][NEUTRAL] Gracias.
[CUSTOMER][NEUTRAL] Look,
[CUSTOMER][POSITIVE] No problem. OK. Bye-bye.