AccountId: 011433970860
ContactId: 1cd65043-09dc-4d2b-ab20-41b0a88ef330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584510 ms
Total Talk Time (AGENT): 220401 ms
Total Talk Time (CUSTOMER): 188005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1cd65043-09dc-4d2b-ab20-41b0a88ef330_20250519T14:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We the.
[AGENT][NEUTRAL] When.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] It didn't I go to the aco on the.
[AGENT][NEUTRAL] the
[CUSTOMER][NEUTRAL] Me you think go un problema lan baado just to ingresada and [PII] but.
[CUSTOMER][NEUTRAL] I er me and unbi the also milentoe me to see me and that para collection and to sayoqueriqueoso papa so on American publicsque merique la milking mil sciento querosquelocaasalle conqueliar quesafolo que paso.
[AGENT][NEUTRAL] In 10 pole.
[CUSTOMER][NEUTRAL] OK, you say it's going.
[CUSTOMER][NEUTRAL] Un momento por favor.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] No el nomedo de la poli um era la individual group el el el group er group or well el el que is a certificate number.
[AGENT][NEUTRAL] OK, it's a certificate number, so you know portfolio.
[CUSTOMER][NEUTRAL] OK, Cerrodo, Cerrodos.
[CUSTOMER][NEUTRAL] Uh sainco in the MLC.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So, uh, insua.
[CUSTOMER][NEUTRAL] See Denise Inzo Fernande.
[AGENT][POSITIVE] Perfect. So you know inso Fernandeleuromento direction telephones.
[CUSTOMER][NEUTRAL] OK, treserocinco ie de cuatrosteogenta venti rose delela is [PII] [PII] [PII]
[AGENT][NEUTRAL] you know sit electronico associoso polis.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You look at the names uh [PII].
[CUSTOMER][NEUTRAL] Hey correla del travao personal.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And don't say del travajo no ques it's the [PII].
[CUSTOMER][NEUTRAL] A [PII] [PII].
[AGENT][POSITIVE] Perfect, you know democracy o era [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Which again just for confirmationurumba existed for examinees medicals or services medical residio in elvetecuro or.
[CUSTOMER][NEUTRAL] No, no, no, no problem lao lao pasado queo two ingresada in ingresada no una uneria er [PII] elvimeeguada.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Case [PII].
[AGENT][NEUTRAL] I'm going to [PII].
[AGENT][NEUTRAL] systems [PII].
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] The casseed is a bus is a maro del venticuadromeevi aora.
[CUSTOMER][NEUTRAL] Ofpiel back de loschentaocho.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ultima clamovio unreclamo con respect to aero medical curecio and.
[AGENT][NEUTRAL] In Baptist Hospital.
[AGENT][NEUTRAL] Perla fecha del Marroolos.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] It has.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] maybe
[AGENT][NEUTRAL] Kola.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] See, my problem. I just still in [PII] city.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Esther lamo uh broad Senor Fernandezel Diaocho de de errero de dos mermenticinco apelepaelmonto Maximo de mio sinoollares.
[AGENT][NEUTRAL] And el cu specificamosano acommote er este pago el maximum monto well maximum beneficio dispoleia seviagotadosseguro principal applico unde dude the mins in cuento parasos er esto servicio medical cure in a hospital.
[AGENT][NEUTRAL] Sinegoapele solamentola poliapele solamente cure milking resalanoservicios.
[CUSTOMER][NEUTRAL] Keep it problem quemegao.
[CUSTOMER][NEUTRAL] Eosago de la de polo vegena ella condoso de loquita medi ambo seguretacuvitabola and cueta Benga sevi que you know.
[AGENT][NEUTRAL] Etendo [PII] in embargo er la polia estab maximo unfio que cubres on milk nientos in embargo so principalico stemillares.
[AGENT][NEUTRAL] Sims cuentaolare para para curi sine embargo el beneficio maximo is a milquiniento de los colegia empireintosolares and roe illuego apele paremanenteques on millosientos para esto servicios.
[CUSTOMER][NEUTRAL] Yeah, it come [PII] from masongamicorreo principal the todo eso.
[AGENT][NEUTRAL] No [PII] dejandre saberque el pagoseviarlisado.
[AGENT][NEUTRAL] It's the it's a documenting lo lo ta el decheque la fechequesitcheque.
[CUSTOMER][NEUTRAL] Prequerecivies so you only gorecido del del bartielbquecaba dee but it's the que.
[AGENT][NEUTRAL] Use loonia you know [PII] detroit linea and I am a public punto contepona cuenta yes for the la cuentos step this car directamentea is a documento.
[CUSTOMER][NEGATIVE] Oh no mandara corre.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The name.
[AGENT][NEUTRAL] [PII] Correo electronicoliamos el correo in the system.
[CUSTOMER][NEUTRAL] No, to take it out to the decentro.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I was um.
[AGENT][NEUTRAL] Laslica in the beneficiosal core electronico quereotro system.
[AGENT][NEUTRAL] equal is.
[AGENT][NEUTRAL] De Fernandez Aroba digestive met Bontoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Fernandez.
[CUSTOMER][NEGATIVE] No, no, no, yeah, yeah, so, yeah, my problem.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] It was my integracia.