AccountId: 011433970860
ContactId: 264264a1-07e3-4d7b-8b06-216e7ab0c883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 971729 ms
Total Talk Time (AGENT): 243803 ms
Total Talk Time (CUSTOMER): 217461 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/264264a1-07e3-4d7b-8b06-216e7ab0c883_20250423T20:50_UTC.wav
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[AGENT][NEUTRAL] When I tell genus.
[CUSTOMER][NEUTRAL] She was telling me I already.
[AGENT][NEUTRAL] Come up [PII].
[CUSTOMER][NEUTRAL] Well you
[CUSTOMER][NEUTRAL] beneficiary.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] Let's say like that.
[AGENT][POSITIVE] And it polio momentos correct.
[CUSTOMER][NEUTRAL] She is in a number uh.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, the numerous telephone and cala.
[CUSTOMER][NEUTRAL] He he did yours say?
[CUSTOMER][NEUTRAL] 603.
[CUSTOMER][NEUTRAL] Vao.
[AGENT][POSITIVE] Yes yes.
[AGENT][NEUTRAL] Oh email address my number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] See it.
[AGENT][NEUTRAL] You know do you do soloo Parese.
[CUSTOMER][NEGATIVE] No, so so long.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] ver cars as immiento deionic or electronico.
[CUSTOMER][NEUTRAL] It's um.
[CUSTOMER][NEUTRAL] On beinco demiloindoses.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Immediately so.
[CUSTOMER][NEUTRAL] Noventa in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] what.
[AGENT][NEUTRAL] OK, what is the electronica.
[CUSTOMER][NEUTRAL] I mean no uh no release.
[CUSTOMER][NEUTRAL] Me and me and one more they say say.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is a blatajeta electronica or la tajeta porcoreola.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm I I'm not say.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, not on premiere on the premier.
[CUSTOMER][NEUTRAL] Cos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well I don't see you put premil I'm on the email you're going.
[AGENT][NEUTRAL] OK, see, OK, um.
[CUSTOMER][POSITIVE] Uh, perfect. Go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Ila questa cando es la de secu seguro secundario correct.
[AGENT][NEUTRAL] We got
[CUSTOMER][NEUTRAL] See see what is going.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, see my permit the moment la lineajo onebiera el electronico cona copea taljeta. OK, moment.
[CUSTOMER][NEUTRAL] Changing
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, um, can I get Cronicolata.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] And what is your email can team.
[AGENT][NEUTRAL] Uh-huh, OK. Ah, got it.
[CUSTOMER][NEUTRAL] Yeah probably.
[CUSTOMER][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] OK, I trust the in uh in about to see the director is a but you claim I [PII] [PII].
[AGENT][NEUTRAL] Coreo see sustacorreo sees a silosillobier este el provedoraloti can be a via reclamo personal mm.
[CUSTOMER][NEUTRAL] Is it a good?
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] See or the yo you make notorio says um.
[CUSTOMER][NEUTRAL] Lapco in in is a principal the united the toque Marso and to go for her invoice.
[CUSTOMER][NEUTRAL] Me and that on Pago key because it was a famous sympathy.
[CUSTOMER][NEUTRAL] It was also APL.
[AGENT][NEUTRAL] Mm, yeah, OK.
[CUSTOMER][NEUTRAL] I telephone.
[AGENT][NEUTRAL] No, uh, loquepocere and viael formulario.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The formulario OK yeah some formulario.
[CUSTOMER][NEUTRAL] Oh, OK, so.
[CUSTOMER][NEUTRAL] Is there a new port or boarding?
[AGENT][NEUTRAL] No, Latina can bear or porcoreore or Latina can bearorfasois inscristrapajina cambel link parscrivila pajina pueda town line illo puede um escania as topolisa electronic com OK, so the hemeleo and claim formal momenti OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's a uh uh uh.
[AGENT][NEUTRAL] Uh, queerest enrollment consumeodo estal open enrollment.
[CUSTOMER][NEUTRAL] See.
[AGENT][POSITIVE] Oh, OK, so you encourage and see, uh, smprida uses is to encouraging in and being informacque continua mhm see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect. So I you know.
[AGENT][NEUTRAL] Um, no, no mosque vasttivatain delano mola pares.
[CUSTOMER][NEUTRAL] No, well not sin rope rope.
[AGENT][NEUTRAL] Correct. See.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, OK, Roman lamon espanol or in English.
[CUSTOMER][NEUTRAL] No it was I'm.
[AGENT][NEUTRAL] I see. OK, one moment.
[CUSTOMER][NEUTRAL] and then they don't.
[AGENT][NEUTRAL] I see Switzerland. OK uh.
[AGENT][NEUTRAL] OK that like.
[AGENT][NEUTRAL] Yeah, but, but they get and.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK bingo claim form.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So like primo layen is merehitro la podovialal and in lay me el city um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Correosierreistanosa pajina doses puede este mandala electronicamente formed la pajina um banesesital dodocuojunto cones formulario capessela intrushare and la primeraoja eseria un una factura tajalodigo denotico he promiento in a flica the beneficiarseur primario.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] It's it's a toy.
[CUSTOMER][NEUTRAL] It'll call you like it'll give some press.
[AGENT][NEUTRAL] Cindigoayama lugaonerio ipele una factura detajada con of codio noos ok let being una.
[CUSTOMER][NEUTRAL] You see you you know that on the format.
[CUSTOMER][NEUTRAL] Go back to your lady, you hear me?
[CUSTOMER][NEUTRAL] All the pale oleleel the secondary insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Correct, you tell NBS information con the information ayoskisa got an MBL directamenterrelamono sotros.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] It to.
[CUSTOMER][NEUTRAL] We had an ABM.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's king will be the one that.
[AGENT][POSITIVE] see you so fast.
[CUSTOMER][NEUTRAL] Put this on on that be details.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] In [PII] state or the el provedo nolamo processan OK.
[CUSTOMER][NEUTRAL] Study.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEGATIVE] Then no pleasure Da [PII].
[CUSTOMER][NEUTRAL] Well, no, no, that's normal I think I want that.
[AGENT][NEUTRAL] They know this you are meant to get pele.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] OK bye.