AccountId: 011433970860
ContactId: 2a1c821b-5e27-4ef8-9adc-f0d1446134f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 971320 ms
Total Talk Time (AGENT): 234184 ms
Total Talk Time (CUSTOMER): 157144 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2a1c821b-5e27-4ef8-9adc-f0d1446134f9_20250422T21:55_UTC.wav
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[AGENT][NEUTRAL] When I tell graciaporapelelela or conquest.
[CUSTOMER][NEUTRAL] Oh la sola Bianca Burgos.
[AGENT][NEGATIVE] I'm gonna pagos.
[CUSTOMER][NEUTRAL] See, look a passes the commodo semana porque so beneficiar con in tengo una a physical.
[CUSTOMER][NEUTRAL] And tami email medicuenta questado persona no I mean no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh, OK, Jules, um, the innumero de polisa or notine unumo de polia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, nothing on the policy.
[AGENT][NEUTRAL] OK, I mea telephone and calajamasea.
[CUSTOMER][NEUTRAL] See, they set on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Never say Ochovetaino.
[AGENT][NEUTRAL] OK gracias, um, one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, supplement number?
[CUSTOMER][NEUTRAL] E B E R N S A R Bianca.
[AGENT][NEUTRAL] OK, in Burgos S B U R H O S.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mm yeah super ento.
[CUSTOMER][NEUTRAL] See, I go so level minova sent us no inres.
[AGENT][NEUTRAL] And OK, OK, 100. OK, can umundo number my name is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEGATIVE] No, no, no, nothing.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK, that seems to come and the noise.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, let's do the direction.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You know pay you correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, tango [PII] on [PII] but torea.
[AGENT][NEUTRAL] Deborareque no solo cumbiancaorgos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, everybody knows how I get that.
[AGENT][NEGATIVE] Sanche concept that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 1993 yep OK I um porria mevea um corre electronico.
[CUSTOMER][NEUTRAL] See it's Bianca no in in a yahoounta.
[AGENT][POSITIVE] OK perfect you would ask yes.
[AGENT][NEGATIVE] Informacion I don't care.
[CUSTOMER][NEUTRAL] Messalleteanieerre high.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII] is the um
[AGENT][NEUTRAL] We got an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Force would do that.
[CUSTOMER][NEUTRAL] Uh, see that was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then you look at a screen should be it.
[AGENT][NEUTRAL] Oh, OK, um, is it poliopod solamenta paraeruna nota.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] de la polia de la jeta is errodos say uno erroocha say.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm cosa lo loduno meal search.
[AGENT][NEUTRAL] Um, a Paseomo care team.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said tabuscadopolia the Benal.
[CUSTOMER][NEUTRAL] Sea and that
[AGENT][NEUTRAL] OK, look at the work, OK.
[AGENT][NEUTRAL] I say let me see.
[CUSTOMER][NEUTRAL] Er, it's Lani Lani laden la.
[AGENT][NEUTRAL] Siretoitiamente deer per nosta activva solarica get activva esentan OK um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the heel and Biantonescorra electronic latajetareta um mes momentla linea, OK.
[CUSTOMER][NEUTRAL] Hey Clara.
[AGENT][POSITIVE] Good you.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII] put a perlatal danza get your early email [PII] there.
[CUSTOMER][NEUTRAL] I drink it.
[CUSTOMER][NEUTRAL] And the home.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Mm, but I know what you got how much you can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but yeah, no.
[AGENT][NEUTRAL] Okalaka.
[AGENT][NEUTRAL] It's pharmacy on um and item.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In mejoque Bianca Beuerrehe nuevererea yahoo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I refreshes the email again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, I see you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna get though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, OK, this called for for for us let me yeah.
[CUSTOMER][NEGATIVE] Oh that's no ranquierrata in there support me mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's up on me Correo?
[AGENT][NEGATIVE] Uh, unaarjetaya.
[CUSTOMER][NEUTRAL] Oh, seeya.
[AGENT][NEUTRAL] See see see podo hetaphysica demonito but no they have a mira primeroote una hetaphysica oko escohequetolo line you know nosteja um the group.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][NEUTRAL] 0023.
[AGENT][NEUTRAL] And to see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] The card require yes, OK, so the that hit us.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do [PII] copper.
[CUSTOMER][NEUTRAL] See SMS.
[AGENT][NEUTRAL] OK, OK, OK, least on this lepelata or matal the sin rare, OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII] and I probably.
[CUSTOMER][NEUTRAL] No, it's aero.
[AGENT][NEUTRAL] When I think I when I started this I.
[CUSTOMER][NEUTRAL] We want to get in the right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm gonna ask you you want bye bye.
[CUSTOMER][NEUTRAL] Oh