AccountId: 011433970860
ContactId: 1cce9eac-a77d-4cbd-aba3-3f099d6ec02d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 859419 ms
Total Talk Time (AGENT): 211205 ms
Total Talk Time (CUSTOMER): 219048 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/1cce9eac-a77d-4cbd-aba3-3f099d6ec02d_20250530T13:43_UTC.wav
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[AGENT][NEUTRAL] In one of the conquite [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] We're one of the way.
[CUSTOMER][NEUTRAL] Buenos Air, uh, in terms, is to I sayo register no website the UPL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero system in Queen.
[CUSTOMER][NEUTRAL] Uh, you know your your last name.
[CUSTOMER][NEUTRAL] My social security period, you know what I mean, going to.
[AGENT][NEUTRAL] And not the police.
[CUSTOMER][NEUTRAL] OK. Uh, the policy L L P I G.
[AGENT][NEUTRAL] telecomo outpatient certificate number or in hospital er number.
[CUSTOMER][NEUTRAL] Uh, you tango tango, uh, OK, uh, outpatient or host, OK is 0.sin says.
[CUSTOMER][NEUTRAL] Yeah it dressing.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The number?
[AGENT][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you call your system.
[CUSTOMER][NEUTRAL] After visiting a
[AGENT][POSITIVE] The man that's good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, not that ain's been so a year out of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Emao in the uh meal not the same to the you know.
[AGENT][NEUTRAL] Sima telephone.
[CUSTOMER][NEUTRAL] OK, uh, I mean, so, uh, vids came to this scienta.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Music code [PII].
[AGENT][NEUTRAL] So telephone in your.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. The ultimasita and the sequel is uh succorre electronico.
[AGENT][NEUTRAL] Consent
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, Avima [PII].
[AGENT][NEUTRAL] But the army.
[CUSTOMER][NEUTRAL] Genesis is style because mm.
[AGENT][NEUTRAL] Melo system am I looking for.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Ah OK electronic uh uh which uh R L O V E K E M R.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, ahobao pontoon.
[AGENT][POSITIVE] Which is gracias for you when it's correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] You know, a condo introduos informacion aote cando valin secure punto. I am a public puntocomescola prime so you say I'm an individual with an APL insurance policy.
[AGENT][NEUTRAL] The number.
[CUSTOMER][NEUTRAL] No, uh
[AGENT][NEUTRAL] There you go, man, let's go.
[CUSTOMER][NEUTRAL] Uh, I, uh, a minuara uinta.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I the the last name upongo and is a pogoono martinsello and no soloscolo and I'll say.
[CUSTOMER][NEUTRAL] I or social security number or the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So uh dela policy uh now there beeninco I think it says a no.
[AGENT][NEUTRAL] Uh, see, and I think as jolosu or so.
[CUSTOMER][NEGATIVE] Ah, OK. Don't sit at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I let page or zip code tell me 23 section of to let me page or emailet mainongo in the next I blocky Pare problem.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ipei Shamas.
[AGENT][NEUTRAL] And masa versa verification in introduces.
[CUSTOMER][NEUTRAL] No cause somebody to say this.
[AGENT][NEUTRAL] I for intros, you know, and it's a momento debi deer event in a system with cirques noseror uh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And loqueo so so cone [PII] also uh confirmero apeio soo is [PII]'s [PII] that Merrete [PII]
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Social is [PII].
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] Perfect [PII].
[CUSTOMER][NEUTRAL] Mhm, yes sir.
[AGENT][NEUTRAL] So fechanacimiento is a
[AGENT][NEUTRAL] [PII] is interested in Tao.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] I succorre electronicocommoviamentes alvitima.
[AGENT][NEUTRAL] A rover
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, [PII] is the security correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] P
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They can be arresting genes for.
[CUSTOMER][NEUTRAL] OK. 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] You too.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] It's good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Pleaseucha.
[AGENT][POSITIVE] Perfect. You see, uh, just a is a correction and el corre electronicoteniamoser unale uh incorrect nos notenios uh elexiso parapolepi inten.
[CUSTOMER][NEUTRAL] As is the our early for uh a partner the the the account the accounts, OK.
[AGENT][NEUTRAL] OK. Ja ja ja erroirpasa numerrores on the lepirear unoario e un password correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Necess.
[CUSTOMER][NEUTRAL] No, no, I think is [PII].
[CUSTOMER][NEUTRAL] Where are you?
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK, bye.