AccountId: 011433970860
ContactId: 1e7a2b57-99ac-4813-9dc1-37d29f1c480f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375500 ms
Total Talk Time (AGENT): 116265 ms
Total Talk Time (CUSTOMER): 107184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1e7a2b57-99ac-4813-9dc1-37d29f1c480f_20250331T20:59_UTC.wav
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[AGENT][NEUTRAL] gracileus.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Buenos started this [PII].
[AGENT][NEUTRAL] You come on the [PII].
[CUSTOMER][NEUTRAL] Uh, immi quierra versimpovias is the that informed the the una clinica on the opera era fermion physicalojunto conesposo.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, well, there's a number of policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Don't they say ID?
[AGENT][NEUTRAL] Um, no, ma is a policy certificate or policy number in.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Cerrados in when I say.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Quarantine notices and take what?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] See Gracia.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] OK, Porseridama verasic sciento.
[CUSTOMER][NEUTRAL] Uh, Lamia is so if he says the second title.
[AGENT][NEUTRAL] OK, Eal direction.
[CUSTOMER][NEUTRAL] Uh [PII]. Yodi no andosquinientoiete.
[AGENT][NEUTRAL] OK, can I ask you. Let me have.
[CUSTOMER][NEUTRAL] Even
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Ustabuscado medio or savoscado uh dentista?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK, uh, was not poi polia medica connosotrosinela denista.
[CUSTOMER][NEGATIVE] Lainista.
[AGENT][NEUTRAL] Um, see esta esta poliasunapolisa tan.
[CUSTOMER][NEUTRAL] And this is not maybe me.
[AGENT][NEUTRAL] No, estans medical esto solamente andista um, when they say quetetengoapolisaemia eso loquesela jetae.
[AGENT][NEUTRAL] Oh soloisapela.
[CUSTOMER][NEUTRAL] Ape
[AGENT][NEUTRAL] OK, and the apele solo semo ques fun dental group policy and la parte devajo de la tajeta and que questan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do porquesitteniamoamine era plan medical.
[AGENT][NEUTRAL] Mm puede seque mesa no sotros um lo que numer deMaeteleformacion personosos and cuentan and a system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Paramedic see, OK, then when they do have.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] CSta Gracia.
[AGENT][NEUTRAL] OK, we're at that moment.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and numerals unocho scientosochoreres cuatrodo nuevees.
[CUSTOMER][NEUTRAL] Ochorere.
[AGENT][NEUTRAL] Quattrodos nueve face ivasa ion uno.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Option. OK.
[AGENT][NEUTRAL] And apologize, uh-huh, see, apolog malafia or going out information.
[CUSTOMER][NEUTRAL] Mm, what is sorry.
[AGENT][POSITIVE] See you see no problem I know this one moment.
[CUSTOMER][NEUTRAL] What what?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Sita and muchas gracias imu.
[AGENT][NEUTRAL] Then I gracile moment here, OK.
[CUSTOMER][NEUTRAL] Street
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital and if you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] Thank you for calling 9 your Benefits. This is [PII].
[CUSTOMER][NEUTRAL] Uh, you speak Spanish?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, you speak Spanish?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Somebody speak Spanish?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.