AccountId: 011433970860
ContactId: 254ff9fd-c134-48a3-8cf0-f32534d6b525
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1180670 ms
Total Talk Time (AGENT): 355561 ms
Total Talk Time (CUSTOMER): 293805 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/254ff9fd-c134-48a3-8cf0-f32534d6b525_20250521T16:51_UTC.wav
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[AGENT][POSITIVE] We're gonna start this.
[AGENT][NEUTRAL] We want.
[CUSTOMER][NEGATIVE] Ola so Aura the bone secures medical group Ijamo porqueneesita reclamac porca.
[AGENT][NEUTRAL] that number of the question.
[CUSTOMER][NEUTRAL] Which is that, yes, and what I polia is set of those.
[CUSTOMER][NEUTRAL] Trere
[CUSTOMER][NEUTRAL] Quattro tress.
[AGENT][NEUTRAL] We just get it enter the continuing that numerate telephone call is connected.
[CUSTOMER][NEUTRAL] Clara me no telephone pressed on.
[CUSTOMER][NEUTRAL] The chores renta Cinco cuarentainco.
[AGENT][NEUTRAL] Tintin extension.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They have mirror tenola extensionaquelamanos.
[CUSTOMER][NEUTRAL] See like stanzia cuenta resogenta unos.
[AGENT][POSITIVE] Perfecto gracias permit the port.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] But if you can't.
[CUSTOMER][NEUTRAL] My voice that to no but um it's not that forgot.
[AGENT][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] That's yes.
[AGENT][NEUTRAL] The verification number.
[CUSTOMER][NEUTRAL] See nombre completo is [PII]. Your number is la fenascimento is [PII].
[AGENT][POSITIVE] Which is gracious for verification for us union the way our system or uh in the status in the clamo correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] We put a bringer CTN Amano and Dia de servii and question.
[CUSTOMER][NEUTRAL] Diervizio and Marzo in this daysinco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] El total.
[CUSTOMER][NEUTRAL] [PII] is crossover er locally it's correspondio for paga is skin.
[AGENT][POSITIVE] to to perfect.
[AGENT][NEUTRAL] I want to come.
[AGENT][NEUTRAL] see Solomon er estoclamo the pro uh premier family medicine provider.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] See, family medicine.
[AGENT][NEUTRAL] Epago de la visa imagino parao servicios.
[CUSTOMER][NEUTRAL] It's atamente yeah, Blue Cross Blue Shield yeah pagoli.
[CUSTOMER][NEUTRAL] Look at capendentes on copagola.
[AGENT][POSITIVE] In the end perfect [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, our medical number was.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Put the.
[AGENT][NEUTRAL] Um, aa el el dia er [PII] and do medicinco and unsal prince probor for themque is the police and no cure cupago de la visa.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I motillo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Perla polia no beneficios but uh el copado de la visa.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sine Margovienicino.
[CUSTOMER][NEUTRAL] OK, Lisa.
[AGENT][NEUTRAL] What's her space?
[CUSTOMER][NEUTRAL] Can you?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] See perfecto la polia cure el reino loss and sineargo no cure el copago de la vista and see.
[CUSTOMER][POSITIVE] OK, by the perfect autopo to me and this is a um explanation of benefits at Zoom ox.
[AGENT][NEUTRAL] See what is a nominal factors.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Telagraca mucho el fax teloo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Listofaeria cinco unores.
[CUSTOMER][NEUTRAL] Nue state.
[CUSTOMER][NEUTRAL] Quatro Quattro.
[CUSTOMER][NEUTRAL] Dostres Cinco.
[AGENT][NEUTRAL] Mm, OK, so the [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. uh Nombre in particular.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Aminore C Aminore.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Powder.
[AGENT][NEUTRAL] Or initial deli.
[CUSTOMER][NEUTRAL] Nah ah the Ada ah.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Perfect. Excellent.
[CUSTOMER][NEUTRAL] So auto can I put yes I mean that you are contros claims.
[CUSTOMER][NEUTRAL] Gettendientes per hour.
[AGENT][POSITIVE] Sigler perfect pea el fax.
[AGENT][POSITIVE] excellent solamente permit me unminoito or not the para and senior walker.
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I heard of that.
[AGENT][NEUTRAL] I understand 1000 years.
[CUSTOMER][NEUTRAL] No larea no ja.
[AGENT][POSITIVE] And perfect.
[AGENT][NEUTRAL] It's in [PII]?
[CUSTOMER][NEUTRAL] Mhm, see.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] A to the proto lao el numeral claimmelo bring that far.
[AGENT][NEUTRAL] the claim is reinve cuatro trove.
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] Perfect. I'm gonna take it as a um last again the question.
[CUSTOMER][NEUTRAL] Uh, the moment o metermino tiki.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Li
[CUSTOMER][NEUTRAL] Um la de lisa.
[AGENT][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] This I said yeah, those.
[CUSTOMER][NEUTRAL] In culture.
[CUSTOMER][NEUTRAL] Nuevecinco uno says.
[AGENT][NEUTRAL] He.
[AGENT][NEUTRAL] OK, I put for verific card number complete tour.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] See the number completo is Graham Ti.
[CUSTOMER][NEUTRAL] Efesmiento in Augusto in mitosos.
[AGENT][NEUTRAL] Just my gracias you say I'm on the rela gla or um what is the features a motto to the question.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If I reach in Marson and you know they beent Cinco.
[CUSTOMER][NEUTRAL] I montototales reticuatro.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Press the crossover the centers of the sololess correspond the quaarinares the uncopago.
[AGENT][NEUTRAL] In tandem.
[AGENT][NEUTRAL] But Sorrentino into into single.
[AGENT][NEUTRAL] to correct no tres.
[CUSTOMER][NEUTRAL] No rescientos benticuatro mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah uh.
[AGENT][NEUTRAL] Justtava, that's what the crossover medical is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Quina that is.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] So I don't like but it sort of reads you know.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's the pago Alcopagola.
[AGENT][NEUTRAL] Oh, I yeah, so you mean.
[CUSTOMER][NEUTRAL] See, this is called the.
[CUSTOMER][NEUTRAL] No, los coad is on the uncopago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] There
[AGENT][POSITIVE] Thank you sir.
[AGENT][NEUTRAL] The person on the person.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] I set up to now
[AGENT][NEUTRAL] I in.
[AGENT][NEUTRAL] I was a kaya.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] The Paes? No.
[AGENT][NEUTRAL] And I know this and and uh and put.
[CUSTOMER][NEUTRAL] See the brontosaqui is my grande mucha gente yeah mucha gente land.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Later, um, alright, let me just.
[AGENT][NEUTRAL] So city center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Seeing it OK.
[AGENT][NEUTRAL] A process [PII] fugado de vido uh la polia no cuda beneficios but pago de la via aloic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where I being and no matter no matter a plan.
[AGENT][NEUTRAL] Hitler number claim as sin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put yes I mean performantarmi is a Ufasia it means more fas.
[AGENT][NEUTRAL] Particular
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, just with the rela.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What really sad.
[CUSTOMER][NEUTRAL] The will
[CUSTOMER][NEUTRAL] This, but I'm thinking them tell you no matter the the police as something.
[AGENT][POSITIVE] Super.
[CUSTOMER][NEUTRAL] And I did entes yeah.
[CUSTOMER][NEUTRAL] They do
[CUSTOMER][NEUTRAL] Terrocuadra
[CUSTOMER][NEUTRAL] Quattro nue uno Nve.
[AGENT][NEUTRAL] And to perform.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Yeah perfect.
[AGENT][NEUTRAL] question.
[CUSTOMER][NEUTRAL] The Nocompleto Sullivan.
[CUSTOMER][NEUTRAL] Diana
[CUSTOMER][NEUTRAL] Ilana immiento marzo in picuatro de minota.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] question.
[CUSTOMER][NEUTRAL] El Diervio and and er trenta you know del vent cinco.
[CUSTOMER][NEUTRAL] El monto total scient noventa.
[CUSTOMER][NEUTRAL] The embargo my some crossover the.
[CUSTOMER][NEUTRAL] Right now?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, like I says the gas.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Then go back with that.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sinconares now sees quadrosinos.
[AGENT][NEUTRAL] No dressing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, er this is dominco pao de venticincoolares a silad is inbionics casino beneficios a center for adults and family.
[AGENT][POSITIVE] The canoes is a maximum beneficioa.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Is the servis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's in.
[CUSTOMER][NEUTRAL] Innumeral claim.
[AGENT][NEUTRAL] venue sin.
[CUSTOMER][NEUTRAL] Dressing culture, why I think right.
[CUSTOMER][NEUTRAL] E per performing BS is a number is U beta BM.
[AGENT][NEUTRAL] See you later. Come on.
[CUSTOMER][NEUTRAL] And memofateria.
[CUSTOMER][NEUTRAL] Essariatoa.
[AGENT][POSITIVE] Perfect. So now you see.
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See in innumer reference yes such a map or so.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Please mucha gracias israto.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I, Ialmentegra yes.
[CUSTOMER][NEUTRAL] Bye.