AccountId: 011433970860
ContactId: 202b6e37-f10c-446d-97e6-2743e5da4a76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364149 ms
Total Talk Time (AGENT): 115539 ms
Total Talk Time (CUSTOMER): 198359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/202b6e37-f10c-446d-97e6-2743e5da4a76_20250612T12:29_UTC.wav
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[AGENT][NEUTRAL] When the.
[CUSTOMER][NEUTRAL] Uh, bonovias or in [PII] the number.
[AGENT][NEUTRAL] One of the.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] You say I'm a cow in boggling.
[CUSTOMER][NEUTRAL] Uh, to Miami sauce.
[CUSTOMER][NEUTRAL] Uh, to, you have any uh
[CUSTOMER][NEUTRAL] It, uh, I gas.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ey.
[CUSTOMER][NEUTRAL] There's a brero delao yeah mima on the contando.
[CUSTOMER][NEUTRAL] Uh it it it.
[AGENT][NEUTRAL] OK, and the end.
[CUSTOMER][NEUTRAL] My question, like I say, you'll give us all.
[AGENT][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] OK, no problem. OK, yeah, you're not it's like er I mean it was it's about me on the condo lote is to say OK, yeah, you know me prejunta uh ok.
[AGENT][NEUTRAL] And.
[CUSTOMER][POSITIVE] Well nogutata.
[CUSTOMER][NEUTRAL] Uh, are you group this, uh, group number, uh, kings in points address.
[AGENT][NEUTRAL] The outpatient certificate number or in hospital certain number or policy certificate number in Algolo.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That is in hospital benefits or whatever I got the number set in.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So I say?
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] M.
[CUSTOMER][NEUTRAL] Favio Aguila.
[AGENT][NEUTRAL] S.
[CUSTOMER][NEUTRAL] Febrero Febreroteminociento ion tales uadro ininco no incuenta uve cor.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Ah, pero, pero er redo cincore your dress cinco uno no.
[AGENT][NEUTRAL] Mu.
[AGENT][NEUTRAL] Iola.
[CUSTOMER][NEGATIVE] No, no, no, no, no, no, no, no, no, no, no, you see [PII] you look no teno, yeah, to your tenocincoo yeah you personas.
[AGENT][NEUTRAL] Indiana
[CUSTOMER][NEUTRAL] You, you said.
[AGENT][NEUTRAL] In the end, but a no porque senorviavito porque kibequelia to aviva.
[CUSTOMER][NEUTRAL] Its lemma.
[CUSTOMER][NEGATIVE] OK yeah not a deal.
[CUSTOMER][NEUTRAL] You uh persona myosintecinco on if a fever.
[AGENT][NEUTRAL] And Treo.
[CUSTOMER][NEUTRAL] We have one more big la.
[AGENT][NEUTRAL] Use momentomento porque can with the.
[CUSTOMER][NEUTRAL] No, you
[CUSTOMER][NEUTRAL] What you, you say look [PII].
[CUSTOMER][NEUTRAL] Uh, like I said and like I said.
[CUSTOMER][NEGATIVE] You don't say uh assu me que a momento desimola conversation yeah so we are the problems.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Correct, porque no not no no not to mamos in the nero chea es algo queviment [PII].
[CUSTOMER][NEUTRAL] Payroll have
[AGENT][NEUTRAL] Intotecao qui de revisarus documentcuos parapode abcirqueostevajoerest seguroes compravas.
[AGENT][NEUTRAL] el el papriva de partecadalos and plays in the [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, to to de la compania deans.
[AGENT][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] Oh, OK, OK, uh, uh, I get to my second the condo is benietemo popo cinque thing of.
[AGENT][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] I see you er to see.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no, you're, yeah, I think.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Monday, fine.