AccountId: 011433970860
ContactId: 21a7a144-6bd7-47e8-b019-eedfa0fdb513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 711619 ms
Total Talk Time (AGENT): 395688 ms
Total Talk Time (CUSTOMER): 201849 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/21a7a144-6bd7-47e8-b019-eedfa0fdb513_20250417T13:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See one of the the number [PII].
[AGENT][NEUTRAL] I apologies idea that is in your account ma'am.
[CUSTOMER][NEUTRAL] See you to [PII] porque so the unga odo.
[CUSTOMER][NEUTRAL] For.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And got the insurance.
[AGENT][NEUTRAL] See, so that he came fromacion de suga or he came from a necesitaactamente.
[CUSTOMER][NEUTRAL] Seeing this up.
[CUSTOMER][NEUTRAL] Klo cure the momentoonde.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, DNN number on the policy, sir?
[CUSTOMER][NEUTRAL] OK, you think whatquin meal.
[CUSTOMER][NEUTRAL] Theropo.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, 23.
[AGENT][NEUTRAL] OK, Elaparvajoumoque is outpatient inpatient cert.
[CUSTOMER][NEUTRAL] See, see, in uh in in our patient is.
[AGENT][NEUTRAL] OK, yeah so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Cerro uno te cuatro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do say or Jose.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Melle Ocho.
[AGENT][NEUTRAL] OK yes.
[CUSTOMER][NEUTRAL] Yeah in terminan.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, perfect. gracias, um, mepoa verificafana immiento direction re electronico porcerida.
[CUSTOMER][MIXED] OK, OK, but just me se noes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Like cuatro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What are in the Northwest.
[CUSTOMER][NEGATIVE] Uh dosa
[CUSTOMER][NEUTRAL] Apartamentos in with the cuatro [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Yes, yes, I, um, sore electronic.
[CUSTOMER][NEUTRAL] OK, you go a deduardo so I mean like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, better.
[AGENT][NEUTRAL] OK, numeral telephone and casa de lajamaa connector.
[CUSTOMER][NEUTRAL] See Seatto Jose.
[CUSTOMER][NEGATIVE] Treat chore.
[AGENT][NEUTRAL] OK, graciasino caro either helos is that our policy on the room.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You prejuntacabusta.
[AGENT][NEUTRAL] In Lugar
[CUSTOMER][NEGATIVE] No, you not receive it. No, no, not receive if I domis in like your tango.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] The ESS alataja.
[CUSTOMER][NEUTRAL] See Illanueva.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] no no
[AGENT][NEUTRAL] OK, mm, OK, now you can rearla. Hey, I caro beneficio.
[AGENT][NEUTRAL] And then we're up for [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah lemons argona vertura.
[AGENT][NEUTRAL] this is a secondario supplementario.
[AGENT][NEUTRAL] Etapolisa ajuda consul [PII] [PII] [PII].
[CUSTOMER][POSITIVE] Great
[AGENT][NEUTRAL] E you take it on the phone that you, OK.
[AGENT][NEUTRAL] OK, at the maximum beneficial.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Impatient hospitalizations and observaitalpi a considerable impatient Diohorapita is inatient you know many mil do per annum but impatient.
[AGENT][NEUTRAL] It beneficio outpatient uh-huh, yes apar inpatient and outpatient esqueva is a mimoia Menos beneficio outpatient cas and bulao is the milkingentosano so conesa beneficio the outpatient puedusala polia and me on the.
[CUSTOMER][NEUTRAL] I patient OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we need uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I still it still a producer and sala de megenciloitan.
[AGENT][NEUTRAL] A blancion.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Lauedusalamino.
[AGENT][NEUTRAL] The salama prevas the dinosos and centering the dinoticoulatorio on in aloquiquela and preva Nao uh tamientine uh paraquipoo paraquipocumostolono dispositivoque de chalet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Indoramaulla maquina yes, OK, uh, I, um, benefici you para infusion perap infusion.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] The ambient beneficio para dialysis.
[AGENT][NEUTRAL] I mean physio paratraia occupational or physical.
[AGENT][NEUTRAL] Uh taminnetrainica doctor queer illi singagua um prevajection heck osa and then the doctor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I maintain a beneficials that um the.
[AGENT][NEUTRAL] The for me um sleep study like sleep studies reva desue you.
[AGENT][NEUTRAL] Um, tent benefiio, OK, peria de Ala.
[CUSTOMER][NEUTRAL] Crazy.
[AGENT][NEGATIVE] Maintaining no beneficio de irujijer center here.
[AGENT][NEUTRAL] Um, can be included.
[CUSTOMER][NEUTRAL] OK, out of the pro.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] A mass the the the making it the milo a part soy teno andloando or or or thank you.
[CUSTOMER][POSITIVE] Total beneficial.
[AGENT][NEGATIVE] OK, no, no jundulo mio ju consduus primario so tolo quejoelion tambajo secovertura de mil quientos.
[CUSTOMER][POSITIVE] Wow, uh, OK, OK, OK, and caso and casaonolose Durante to delayo yo yo salo para is so beneficio.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Come on, please. No, no, let's send this apart.
[CUSTOMER][NEUTRAL] OK, see, see, see, you know, see you know so 00 taturato or tremir in the lao conoloo forna verda for for for unnaruj and to say lometa er draser.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You poster toeo paraeso beneficial para parameo orsecao maofu angre ortamento de cancer or quero the the the the the mention now.
[AGENT][NEUTRAL] OK, look,
[CUSTOMER][NEUTRAL] Ya.
[AGENT][NEUTRAL] Silodo beneficiio on differente porqueli patient solamente commodiha in the anterimente solopa or his piiohurahoma esfi aparte de la patient so some don't benefit you to that.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Our el outpatient quesolo milquinientoslopodusacuque lugarquelecabasa lo unico que no curimos bao milquinientoses el copago de la via el doctor esosino lo curimos esoterposable poresecopago de la via del doctor de caveserapecialistaerociliao eso tier cubao milmientos.
[CUSTOMER][NEUTRAL] Ah, OK, OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] See, oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, yeah, yeah, in the end, OK, how mira brunta.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yonacompana.
[CUSTOMER][NEUTRAL] Yo.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] Your tenango auto seuro your tango seuroyo yo o e eo beneficio or eel des
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Otatura er loposa conqueur.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, estteur in particular basegirus seguro primario queeria joroque etna they have er um the musadio theme paratraver carquea correct joroqueraser etna OK one moment.
[CUSTOMER][NEUTRAL] Say say letter.
[AGENT][NEUTRAL] OK, so rea soba naus primariosusteva presents that enna yestecommosussearioit un un beneficio una polia de pue esta seria una dolayamarequeslatererra so saria la sera estacci prevase la sunda now OK so condovaosaadotebua is the juntolaa.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Andy bang and bila from asionaa bangase pro and lo and bi no sotrosillogoloque farta de curi and to the celebaria aer um polia OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You tell
[AGENT][NEUTRAL] You know I go out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] When when was it no, no, it's ac.
[AGENT][NEGATIVE] Mm no.
[AGENT][NEUTRAL] Then uh they quecosa questa problema um jolo one cargalaarjetita uh-huh see so no mae talcinia larale of the rescia tartaita la tapocomas rapido whether they strapajina uh I am a public puntocomi puere trace it unaarjeta temporaria alolegata ok.
[CUSTOMER][NEUTRAL] There's a for.
[CUSTOMER][NEUTRAL] Ah, I say latareta.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, sorry, you try it out.
[AGENT][NEUTRAL] Then they graciaporapeletenga the senor cargo.
[CUSTOMER][POSITIVE] OK, got you. I got you one minute you one bye.
[AGENT][NEUTRAL] Then.