AccountId: 011433970860
ContactId: 176cd16f-972d-444b-b12a-b2a6fd773615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483390 ms
Total Talk Time (AGENT): 188100 ms
Total Talk Time (CUSTOMER): 128462 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/176cd16f-972d-444b-b12a-b2a6fd773615_20250328T21:12_UTC.wav
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[AGENT][NEUTRAL] Can.
[CUSTOMER][NEUTRAL] Marco Morenta.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Me loqueo Martea carta una is a lones.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero.
[AGENT][NEUTRAL] OK, connect.
[CUSTOMER][NEUTRAL] Get the Cinco Quattro.
[CUSTOMER][NEUTRAL] Do quareente says ore cinco.
[AGENT][NEUTRAL] OK, Graciapopoa.
[CUSTOMER][NEUTRAL] A number of the poliaventticuatro tete uno estres.
[AGENT][NEUTRAL] It is who direction electronico.
[CUSTOMER][NEUTRAL] OK, mefenasiminos on redo mio decintos decinco er direction.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The directionic or electronic.
[CUSTOMER][NEUTRAL] OK so unguent terra.
[CUSTOMER][NEGATIVE] Uhember of pines resent.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, then lamos.
[CUSTOMER][NEUTRAL] See nomos.
[AGENT][NEUTRAL] OK, but him and the information that the information can assist, OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, you're you're.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] OK, but I can see themos.
[AGENT][POSITIVE] And this is prime.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so process lamoitamullalicaseguro primario el dila candaca applicaseuro itesesitamoselgo dea nooac the el bill.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the, the, yeah, still looking the boy is here.
[AGENT][NEUTRAL] You go.
[CUSTOMER][NEUTRAL] OK you get you're recording.
[CUSTOMER][NEUTRAL] Uh, uh, from.
[CUSTOMER][NEUTRAL] I made it a full man.
[AGENT][NEUTRAL] OK, para diagnostico. OK, paradiagnostico necesita jamara probor de servicioiquelebiona factura detajara conego de diagnostico uh seria and Doctor [PII].
[CUSTOMER][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you're not seeking.
[AGENT][NEUTRAL] You could.
[CUSTOMER][NEUTRAL] You're not senor de la la the conema del consultorio de centro medio no no no scia lasimo victor com victor.
[AGENT][NEUTRAL] See you see is the and the on the the documenttenobio.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, Memorial Health, um, this Memoria Healthcare System.
[CUSTOMER][POSITIVE] I prefer.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] In my second um el provedor de servisio for [PII] la facttuael total don mil cuatro sciento tenidos a vial de cecientos reticuatro conventes and Taos.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] For for for laura.
[CUSTOMER][NEUTRAL] OK, the agnostico pero agnosico de que yes they came me oh so aura.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] See and facttua la factura que quenobio factura normallob and parabio de regreso pavo esta factura not informacion canoesitamosa quejamara memorial health system I quemb and una factura detajara condigo de dinosoelasareastamentetamo budoso loquebudo.
[CUSTOMER][NEUTRAL] C uh huh, CC, OK.
[CUSTOMER][NEUTRAL] Uh yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] It yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is it soon.
[AGENT][NEUTRAL] Laos lapliacion devenefiio seguro primario um saguro primario este sisseguro primario este process so estefe clamoylicoesa can desiete treticuventticuatro aldescopaosegura uno de loss necessitamosabel don demo carnemoformacion.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, OK, so yes uh is is the much.
[AGENT][NEUTRAL] Mhm. Me too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It then I won't feel the same.
[AGENT][NEUTRAL] Then I tele and go.
[CUSTOMER][NEUTRAL] No, it's just still.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.