AccountId: 011433970860
ContactId: 2bad39a8-5098-48bb-8824-5de600b6d306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751309 ms
Total Talk Time (AGENT): 224242 ms
Total Talk Time (CUSTOMER): 173317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/2bad39a8-5098-48bb-8824-5de600b6d306_20250123T17:40_UTC.wav
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[AGENT][NEGATIVE] [PII] or con gusto.
[CUSTOMER][NEUTRAL] See one there [PII].
[AGENT][NEUTRAL] a pleasing.
[CUSTOMER][NEGATIVE] preta uh pelota the resento dollar.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Hello [PII] for promiento polavicita.
[CUSTOMER][NEUTRAL] Is a um copago medicine.
[AGENT][NEUTRAL] Unpagolavicitoles promiento.
[CUSTOMER][NEUTRAL] For Laricita.
[AGENT][NEUTRAL] Bita, OK, um, polia.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] The, the group delata is yo dainco.
[AGENT][NEUTRAL] OK, no, no el groupposola palteva how are you numeral OK you say outpatienter is a numeres.
[CUSTOMER][NEUTRAL] Uh yeah, 772.
[CUSTOMER][NEUTRAL] And I would I be.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] It reta una this.
[CUSTOMER][NEUTRAL] That is uh the millions he say.
[AGENT][NEUTRAL] Baselabajeta on the group.
[AGENT][NEUTRAL] No numeral permi ma and numeral.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 080s.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Noreincoteiete.
[CUSTOMER][NEUTRAL] Z
[CUSTOMER][NEUTRAL] Emele Ocho.
[AGENT][POSITIVE] Good, yes, one moment please.
[AGENT][NEUTRAL] No but I don't know telephone and [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Trerere.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I a verification as simino reione electronico.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, Gracios.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, they have a little beneficials.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so esta esta politi beneficiosacaoun prosedimiento stratamiento promiento men tamiento cure peros solamente el copago de la vicita no so there's no uber musa copago de la vicita.
[CUSTOMER][NEUTRAL] Bueno pago de la via your age ella via erme el el promientoandoreciento dollar.
[AGENT][NEUTRAL] Yes, for prosedient to escomole huntermente la polisa si cure prosedimientos otratamientos you can no cures laveita noloqueosin and cares and via clamoreamentepano sotros.
[CUSTOMER][NEUTRAL] yo.
[AGENT][NEUTRAL] Lo podevia prove de serviiolopodebiusapagosilloloti can be austeremborsosinoa pagadoide devela cantiaoda via al probeor desservicio o and via clamo directamenteamente.
[CUSTOMER][NEUTRAL] Yeah IPL.
[AGENT][NEUTRAL] Lo que latina que quetounseguro secondario supplementario juda condo de segu pe Mario.
[CUSTOMER][NEUTRAL] Secondario supplementario.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I um
[CUSTOMER][NEUTRAL] Secondario supplementario seguroario supplementarro cure seguroda.
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] Not module copaseo de seguro primariorecuando paratratamientomiento laicina and preunta enjama unsentocute Marco informacion.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, buenosielopo me me medic no noseoqueole leleloquemecalo and loo el el relamo.
[AGENT][NEUTRAL] Correct, uh, a sibastenbi clamo parabolesitamore doos devilaista de loquebanneesita.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh primel documentos are formulario forulario contra and Wespajina and I am a public puntocom.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Sierra Tango for malario.
[AGENT][NEUTRAL] OK, El Segundo mhm from like elegundo document cuo seria la factura detajada colocorrigo de dias noticosi pro sedimientos.
[AGENT][POSITIVE] Yes, to be another proor deer you got the noosi prosentou important.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In esitamoseltersel documentcuo casseria esttelaliasion the beneficios to seguro primario pareafea in the canola candaca you haveli caronalcupasseur.
[CUSTOMER][NEUTRAL] Laplicaion day.
[AGENT][NEUTRAL] Explicacion explicacion the beneficio de seguro primario.
[CUSTOMER][NEUTRAL] Ahlia.
[CUSTOMER][NEUTRAL] Iliacion.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's amazing.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This the boy, OK, or they prepainariotengo do tauna case domis is say you not painter inresla domis is a yano serve.
[AGENT][NEUTRAL] I mean or numeral different yeah.
[CUSTOMER][NEUTRAL] And numeral different.
[AGENT][NEUTRAL] It's a number of different and no yanostavigentela questavigenteellacalaque termin face.
[AGENT][NEUTRAL] Yes, they uno vent dress.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, lasa de la paina APL and to say you know tenolata visa man or correo no la tengo.
[AGENT][NEUTRAL] OK, so no resolataje and to.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah lapartamento numeral dress.
[CUSTOMER][NEUTRAL] Josue.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, um, see my permit the moment to la lineapala. OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[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] vera tal danza helio leilajeta or mental sins the recivilaorore OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, uh, OK, like I take 723 in portaque demo in 2 cincosendoala.
[AGENT][NEUTRAL] Correct, um, silla jetavadesilafeanke peo quefola fea effectivida so it's abase la fecha effectivida toesia uh ellami majeta so you know in conquetengasafe.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Based on Gracia.
[AGENT][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Not a.
[AGENT][NEUTRAL] But then you.