AccountId: 011433970860
ContactId: 1e61677b-0db5-45b4-a236-b5ebfc73abb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1214489 ms
Total Talk Time (AGENT): 413127 ms
Total Talk Time (CUSTOMER): 484996 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1e61677b-0db5-45b4-a236-b5ebfc73abb7_20250520T15:11_UTC.wav
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[AGENT][NEUTRAL] One of the years I suppose I wanna pay.
[CUSTOMER][NEUTRAL] See when when again?
[AGENT][NEUTRAL] One of the toys. I'm gonna bore you that in the.
[CUSTOMER][NEUTRAL] See, um, yabon automori management, uh, in [PII] noneseuroque queer gap.
[CUSTOMER][NEUTRAL] KR go.
[CUSTOMER][NEUTRAL] And don't say lie.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] lament.
[CUSTOMER][NEUTRAL] The uh el el el member number el euro.
[AGENT][NEUTRAL] The outpatient certificate number in hospital er number or policy certificate number in Igual.
[CUSTOMER][NEUTRAL] Yeah, my brother is there.
[CUSTOMER][NEUTRAL] 10 0 la the United Healthcare member ID.
[CUSTOMER][NEUTRAL] Uh, my group number Bonny automotive group.
[CUSTOMER][NEUTRAL] A group number think what group number they are.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] to have noses.
[AGENT][NEUTRAL] No United Health.
[CUSTOMER][NEUTRAL] Um, see I'm like this.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] Uh, Coencuentro.
[AGENT][NEUTRAL] Noesi and.
[CUSTOMER][NEUTRAL] Keal.
[AGENT][NEUTRAL] Into de quereres del galese algocommo policy certificate number.
[AGENT][NEUTRAL] Outpatient certificate number or inhospital certificate number La Pagosi.
[CUSTOMER][NEUTRAL] No, I think.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] See oscientochoro cuadro.
[CUSTOMER][NEUTRAL] Say those.
[CUSTOMER][NEUTRAL] Then where she like what?
[AGENT][NEUTRAL] But on the phone.
[AGENT][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] Oro ro.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Say those.
[CUSTOMER][NEUTRAL] Ah [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so urban como de sur sesito verifica a sofa siminore in the telephone.
[CUSTOMER][NEUTRAL] Ferrero Ferrero, yes, I mean why worry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Er telefonocio Jose oscientodienueocholaexion retre [PII].
[CUSTOMER][NEUTRAL] A [PII] retrerocho.
[AGENT][POSITIVE] Perfect so electronic sello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. which is ban como uh local informacion and noos cure numeral como serodos resinconvedores.
[AGENT][NEUTRAL] C.
[CUSTOMER][NEUTRAL] And so
[AGENT][NEUTRAL] And.
[CUSTOMER][MIXED] Yeah they they yeah see a pola thing and lagaa but it's OK but like can like make a nolacula make a nose.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] the nola la gap for the medic [PII] gappawondo el el el no good and don't say jamara gappe has, you know.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] sapolisa es segu supplemental or gap.
[AGENT][NEUTRAL] principal prolica commode to spa parservicios it's a pole.
[CUSTOMER][NEUTRAL] Corporate.
[CUSTOMER][NEUTRAL] It's it's odo and dons a numergamieriaocho.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII] resincovedositres.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] Uh, and don't say, uh, you make so no analysis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Only in place.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Aobioerobiero um tengocommocopao.
[CUSTOMER][NEUTRAL] Get que viale tango uh cuarenta peso opal.
[AGENT][NEUTRAL] We'll see that but it's a.
[CUSTOMER][NEUTRAL] I can yeah.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, er, on on the reci America unseguro gap apple and celebrest telecom er polia.
[AGENT][NEUTRAL] Yes, I use a communic soul.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] She podos mosaica detado de luad the resistencia queclua and codios de diagnosticos semientos.
[AGENT][NEUTRAL] Theodos necessitamos likesplica the beneficios the sus principal.
[AGENT][NEUTRAL] Hi flies la parts como seguroga paraiso gas.
[AGENT][NEUTRAL] Is just the facts correo box or port city on line eonue entree.
[CUSTOMER][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] I nolo con United Healthcare principal.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, your, your claims.
[CUSTOMER][NEUTRAL] In claims, based on my claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Check your status.
[CUSTOMER][NEUTRAL] In medi quetengoer one auto auto uh solo enticie de guara he and guarenta de guara is.
[CUSTOMER][NEUTRAL] One claim is ready to be paid.
[CUSTOMER][NEUTRAL] And so the question agnostic.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, your boy Jamara quest.
[CUSTOMER][NEUTRAL] I informer is a numer.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] As is.
[CUSTOMER][NEUTRAL] Yeah, no matter the police coming.
[AGENT][NEUTRAL] Correct, teleoser quesa al almonto quete part so principal quesno and being a remo
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] no quest is a united.
[CUSTOMER][NEUTRAL] A units a meta el elfa.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No, medemo no fun for commoser quesore clamo are united reunited processoreclamo palla parti pagarora I use uh in a documento you said and and system are refleja un monto apagaror part soo er cubierto pole and loque you wanna say mandalelares questa uh quest.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But yeah apart.
[AGENT][NEUTRAL] Eusola used the proportion online pharmacy on the apple and toes aus bana er ban and bios and biososos remo para er processor epayar la partenosepar no united united jalo processor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Ia montuqueoses uh severadocommo um copagoos.
[CUSTOMER][NEUTRAL] Yeah the er the gap got number rodosinco nuedo 23 eel telefono unociento el telefono uno choosinose or loo uh ques.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] Honestly,
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Code the player el fax number number el fax.
[AGENT][NEUTRAL] But is it really
[AGENT][NEUTRAL] Puerta.
[CUSTOMER][NEUTRAL] Yeah, it's uh.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Utara or the telephone unite or quest quesa de gap and.
[AGENT][NEUTRAL] A tenemos in aerosue linea and I am a public punto.
[AGENT][NEUTRAL] Whoa.
[CUSTOMER][NEUTRAL] So I am, I am, I am.
[AGENT][POSITIVE] Public, correct.
[CUSTOMER][NEGATIVE] Poorly
[CUSTOMER][NEUTRAL] OK punto.
[AGENT][NEUTRAL] As he.
[CUSTOMER][NEUTRAL] Yeah, OK, I wanna look at am I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and you got it.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] APL, APL.
[AGENT][NEUTRAL] As he is.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] The.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Slowing no new user.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, an individual with APS insurance, OK, last name.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Then com member ID Eteteono settles I think on.
[AGENT][NEUTRAL] Uh, uh, so.
[AGENT][NEUTRAL] It is my uh system and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is just a call.
[CUSTOMER][NEUTRAL] I see and.
[CUSTOMER][NEUTRAL] And I know is that my account.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] OK, no, no user was found with the information that was interested.
[CUSTOMER][NEUTRAL] Uh, uh, last, last May she was in common or is in the other.
[AGENT][NEUTRAL] Er then corral utli abuser apeidos.
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] Oh OK, OK, OK, OK.
[AGENT][NEUTRAL] Look, so all intros in the tique concornoque tenemos preestab a system.
[CUSTOMER][NEUTRAL] I see coming through.
[CUSTOMER][NEUTRAL] And that's the username.
[CUSTOMER][NEUTRAL] And I never saw you know man.
[CUSTOMER][NEUTRAL] You know I was I don't go about Nintendo.
[AGENT][NEUTRAL] OK, next momento story inviano una virtual arjeta they will formalle suherounia a rela cuentao si and escaus said a podia tanto someterlorecamos commode status deloremos.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Uh, [PII] papa.
[AGENT][NEUTRAL] [PII] explier.
[AGENT][NEUTRAL] The circumstances, all those, all uh all those passwords keep on acceptance for the system.
[CUSTOMER][NEUTRAL] Mm yeah yeah but it was also yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] OK uh loading.
[CUSTOMER][NEUTRAL] Username.
[CUSTOMER][NEUTRAL] So possible OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, just take the through.
[CUSTOMER][NEUTRAL] I said prime also.
[CUSTOMER][NEUTRAL] I give me a Ilo el loo.
[AGENT][NEUTRAL] Correct, so I used it in exceso Jose this car so polisa obso polian Liabatamen er decarilaarjeta illane sesita beloreclamosi recimoserre clamo nombre or buoysamos los access overlos aitamen.
[CUSTOMER][NEUTRAL] And medi la polio.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is a prime prime primero december.
[AGENT][NEUTRAL] Like a presser.
[AGENT][NEUTRAL] Elisa dostre sindores espolia the polio gets a part of primero de pardon.
[CUSTOMER][NEUTRAL] No, it's a, it's a lot.
[CUSTOMER][NEUTRAL] Is that normal?
[AGENT][NEUTRAL] Like a perspective of
[CUSTOMER][NEUTRAL] ah see resin mare see see yeah in the la laotreing get.
[AGENT][NEUTRAL] I see yes.
[CUSTOMER][NEUTRAL] OK, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Perolo is a docinco yogi terodorecinco oh no and er.
[AGENT][NEUTRAL] In instead of not necessary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] American poorly like Ame you then goi uh.
[CUSTOMER][NEUTRAL] Supplementario.
[CUSTOMER][NEUTRAL] My section those policy number.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Bieguingbaomente come on.
[CUSTOMER][NEUTRAL] Yeah and the moment on.
[CUSTOMER][NEGATIVE] Oh they don't come no supplement the insurance plan description.
[CUSTOMER][NEUTRAL] OK, to say, uh, para resuming to joyama quest in quest leoyen numerro de polio el numeral test.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I give me more.
[CUSTOMER][NEUTRAL] Man, man.
[CUSTOMER][NEUTRAL] Like, give me a moment, well.
[CUSTOMER][NEGATIVE] Don't they on me again.
[CUSTOMER][NEUTRAL] Don the color.
[CUSTOMER][NEUTRAL] And Gle
[AGENT][NEUTRAL] No er documentos now.
[CUSTOMER][NEUTRAL] See, I don't know, I do not have to use my cars but uh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, uh, on a, on a PDF.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm yeah 030.
[CUSTOMER][NEUTRAL] Mm, so yeah
[CUSTOMER][NEUTRAL] I see, I get your policy number.
[CUSTOMER][NEUTRAL] plan this met link select group med supplies in hospital.
[CUSTOMER][NEUTRAL] That the benefits and say I you know.
[CUSTOMER][NEUTRAL] I was a loan screenshot.
[CUSTOMER][NEUTRAL] And uh, OK, um.
[CUSTOMER][NEUTRAL] Tomagounica and on conquestegorqueos and tole le le le sitosal you know one.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No, it's a, it's a I think I do.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] You know right bye.