AccountId: 011433970860
ContactId: 1bc5d928-e1d7-4dcc-8a58-0ba63354fba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 653880 ms
Total Talk Time (AGENT): 307314 ms
Total Talk Time (CUSTOMER): 173044 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1bc5d928-e1d7-4dcc-8a58-0ba63354fba4_20250304T14:46_UTC.wav
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[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oladia [PII].
[AGENT][NEUTRAL] You can on the other.
[CUSTOMER][NEUTRAL] Yeah, senorita yo borqueo seal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And don't say queriabregar I mean I say Iseuro or or no boy.
[AGENT][NEUTRAL] OK, the, um, cues and numerro de polisa you know numero de polia.
[CUSTOMER][NEUTRAL] I see numerrodos quainosa sincuento.
[AGENT][NEUTRAL] Yeah but yeah telephone and telajamaa.
[CUSTOMER][NEUTRAL] Don't no.
[CUSTOMER][NEUTRAL] The cho cho.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] It merifia super simmiento so direction is to electronic.
[CUSTOMER][NEUTRAL] and this.
[CUSTOMER][NEUTRAL] Maybe I never northeast [PII] in the postal immironic going er er.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Graciarida.
[AGENT][NEUTRAL] Yeah, just the thing for man can, so I use us some benefits in a card. OK, so it's the grouppo usa benefits in a card. I just queno cambiosloque control polia in cuantos sabra de cambios.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, a solo le pen, uh, the sipuees anaddiratuijano equantole vacambia el el pagoda la poli and look at your transferrilay benefits in a car le numer tele.
[CUSTOMER][NEUTRAL] Uh, I just reca.
[AGENT][NEUTRAL] No, um, benefits in a car is una unaccompaniaerralo um travajamanan aoloqueen cargan detapolisas the cercaotapoliaoloque practicamente um resoon la polia juntocommanan and useque and car tolocauspolisa.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Solepospo masila pode can suede actival silla po activalole cuanto de questa suppolia cuanto malevacos tala poliasacaoeocains informacion amolo beneficios loreclamos um is informacgeneran.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] hear me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, so nosabe aque denistair not on the dentista cavera.
[CUSTOMER][NEUTRAL] We're gonna
[CUSTOMER][NEGATIVE] No, no, you're not gonna.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and OK, conesta polio el puees coheo proentista so deinista cercaduste wastepodeira sista solo yamasita um sinosabes acttamenteirneesita um investigal and this is a strapajina web and I'm a public punto come.
[CUSTOMER][NEUTRAL] Yeah we were
[AGENT][NEUTRAL] Yeah, I unalista provedores and sarianitabu carasi tami poster and then go busistance que nomos unalista commotal que queue.
[CUSTOMER][POSITIVE] Oh, I get you a call. I get you a call.
[AGENT][NEUTRAL] Arguscocorreto esta polias unapolisa basica osaque um la polia basica normamente escom para loqueola preva preventivas esonuschequeos regenerales um tulimpiaageneral it to estradiografia de goma esosreson cubiertosorciento and loqueos reenos um.
[AGENT][NEUTRAL] It bien estecadiente quita uerto uh eso cuviertaogena porciento puerrainningungotro beneficio esta estapolisaine beneficio paralo que iroa nipalante nipara ina profunda and pogotina beneficio para coronas or
[AGENT][NEUTRAL] No, no, that's a majoritario solamentejuna policy of Africa. OK, you know, beneficial maximum beneficial maximum.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And.
[AGENT][POSITIVE] Yes guarantee the momento.
[CUSTOMER][NEUTRAL] See that, yeah.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] This is
[AGENT][POSITIVE] You know beneficiio maximo de quientos.
[AGENT][NEGATIVE] Alan you consent delusive or a solamentea unaita preventiva that's sita preventivas pale.
[CUSTOMER][NEUTRAL] OK, and don't say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the yeah yeah give me to then go to get barado.
[AGENT][NEUTRAL] Correct, Osipolia uh quespasica soloque locallementes look cure the er of uh is caesa unregeno or city quesaal una melote blokenamalova sales here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and don't say loreeno revealing.
[AGENT][NEUTRAL] Yeah, they don't have pastor mhm director.
[CUSTOMER][NEUTRAL] But they are.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, um, the heme numer in a card, um, it milapoqueue puede on the entiha, uh, numerales.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] See they are uh-huh, they not nobody.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] El numerre unocho sciento cuatroveiete.
[AGENT][NEUTRAL] Guadro Ochocinco.
[CUSTOMER][NEUTRAL] Uh, OK, I said refle me boo want to your bow.
[AGENT][NEUTRAL] It's in Latin a card no no no no camo pa so todo is for benefits and a card yes soloca and cars nonmo delo beneficio de loreculamos uh peron no no gengamo de pa solo cambios.
[CUSTOMER][NEUTRAL] What is the Brown.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that.
[AGENT][NEUTRAL] Yeah, you say lara.
[CUSTOMER][POSITIVE] So mucha grata.
[AGENT][NEGATIVE] Yeah, no
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] When I'm just
[AGENT][NEUTRAL] The la laba transfer it, OK, as popele when a momentittala, OK.
[CUSTOMER][NEUTRAL] Yeah in there.
[AGENT][NEUTRAL] Yeah, a vitamin.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Yamada puede er gravada parafine the control the car.
[CUSTOMER][NEUTRAL] That's gonna benefit in a criminal's ranchesk Mulopo was and then.
[CUSTOMER][NEUTRAL] Olano Francaminore carribadera.
[CUSTOMER][NEUTRAL] And just toyamando borquecitoregar una persona uh I mean ami mami polisa.
[CUSTOMER][NEUTRAL] As soon as possible.
[CUSTOMER][NEUTRAL] The Hoo
[CUSTOMER][NEUTRAL] OK, cono temporagravaja.
[CUSTOMER][NEUTRAL] A mango.
[CUSTOMER][NEUTRAL] Well I qua he is so.
[CUSTOMER][NEUTRAL] And they know it all.
[CUSTOMER][NEUTRAL] Could