AccountId: 011433970860
ContactId: 2ca62051-39fe-4b23-8e5b-a79d67c1f5c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544770 ms
Total Talk Time (AGENT): 304996 ms
Total Talk Time (CUSTOMER): 198098 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2ca62051-39fe-4b23-8e5b-a79d67c1f5c0_20250217T19:23_UTC.wav
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[AGENT][NEUTRAL] We're gonna start this Augusto.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Seeing avalos.
[AGENT][POSITIVE] We're gonna start this hanging over this come on to the the early.
[CUSTOMER][NEUTRAL] See, el motivo de mima he said they laarjetake to me that the APL, the the multi plan um she stu coandolos numerals he told to the canequea consulta medic queue la.
[CUSTOMER][NEUTRAL] I for this is [PII].
[AGENT][NEUTRAL] OK, oars.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A numero esta number demeposo [PII] it is a numberro de merea croque errodos or cinco uno no cinco says.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Permit.
[CUSTOMER][NEUTRAL] Uh-huh, mhm.
[AGENT][NEUTRAL] OK, senoravalosa sito era.
[AGENT][NEUTRAL] Uh, Suzie direction if H asim to system all the profile.
[CUSTOMER][NEUTRAL] [PII] uh decorre [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] In the future and as sciento de I say.
[AGENT][POSITIVE] Mucha gracia you guys you know uh the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so American la trojeta uh the er that uh.
[CUSTOMER][NEUTRAL] See [PII], see.
[AGENT][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII] [PII] Noramente [PII].
[CUSTOMER][NEUTRAL] See, let me, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] What.
[AGENT][NEUTRAL] Informalo scientes invalos el numero the police, however, in that is the product to noise administradoor apple.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Elisa que mini momento apele is la polisa dental sine argos systemsit so geta and it's a casobaque and contact.com web the a web tepe upon.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I can use the plan a search is ahi.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] El Ochocinco cinco cuatro uno.
[CUSTOMER][NEUTRAL] They me on the theme on the medical.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, no, Aquinotaki solota choiento dosincuent I say.
[CUSTOMER][NEGATIVE] No, Ochocinco. No, they have melomeando it like queria prevent that is to see see favor and no po one that um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like for my lo lo dentistaquetamos access as a a type of our.
[CUSTOMER][NEUTRAL] No secues solosquelos que se poso no queengata.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And and so um
[CUSTOMER][NEUTRAL] This is enough.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me come back.
[AGENT][NEUTRAL] Can you la.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No, he's a que solota meno the most part the mostessoa can have a solo vesta yes yesmeaado.
[AGENT][NEUTRAL] Yeah, in the end.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] By rales and um the solutions to re electronic or all reelectronic martinez in a system.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] See solamentelo sabel cordo Martinez.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] No, the Imaoreo is on Gmail.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The proto una ta virtual de la de la poliaentalal alcorreva silent.
[CUSTOMER][NEUTRAL] Zoom.
[CUSTOMER][NEUTRAL] And this is elmio porque el el hotmail quetenia is like Christmas.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No system.
[CUSTOMER][NEUTRAL] Yeah know Melo
[CUSTOMER][POSITIVE] quality health care.
[AGENT][NEUTRAL] Yes it's on Gmail. It's on Gmail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] I put the me also OK.
[AGENT][NEUTRAL] er virtual is the resents they will form the rolo la jetaleva website leva adarosiso akistro linea creara cuenta.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah bien in contra.
[AGENT][NEUTRAL] Ecomo er rearpoliaerlorelamos, etc. sineargo nova contraalista de dentistas porquenos are not tenemos un contrato con conentist in particular esta polia altravajareamente con edle group um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] some group of voluntary dental sinembargo no er parasotrosal dentist and he usesesient to recla er tomala trajeta in biosa reclamo nosotros revisamoel requilamo was no quela polisa er cuescomo vamosa paloservicios.
[AGENT][NEUTRAL] The well for myos in momento solicitarliformacion del seguro peroser losses queloquenosi.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Isadosabrien over indales hostess los ervicios and tales.
[CUSTOMER][NEUTRAL] OK, tell you.
[AGENT][NEUTRAL] No, uh, con respecto ala otrapolisa alapolia America but um commonment entermente said er communicate web TPA web teaque learcheta er nva forget this um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm but they got a numeral.
[AGENT][NEUTRAL] Sis uno chose.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I received this call.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Nue cuatroso noa cuatros in cuentao.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Eero is oste.
[AGENT][NEGATIVE] Cuatrocios.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Cinco cinco cuadroo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Si simple what and this is medijo primero ocho say safe noecuatro sincuentticuatro.
[AGENT][NEUTRAL] No, it's a prima ochoa says ntente cinco.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh-huh, no Cinco.
[AGENT][NEUTRAL] No cuatros in cuento.
[CUSTOMER][NEUTRAL] Oh sinocho, OK Ocho face. OK, yelotro medijo ochoiete cuatro o cinco cinco quattro.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, OK, OK.
[CUSTOMER][NEUTRAL] OK, which you see my grassa for cola and.
[AGENT][NEUTRAL] And.
[CUSTOMER][POSITIVE] No, no, I see ya male you see my gracia.
[AGENT][POSITIVE] Get excellent.
[CUSTOMER][NEUTRAL] You want me to say, OK, I yeah.