AccountId: 011433970860
ContactId: 2d40c272-f4f6-4f65-b1a5-878006195b06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 814130 ms
Total Talk Time (AGENT): 474063 ms
Total Talk Time (CUSTOMER): 228870 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2d40c272-f4f6-4f65-b1a5-878006195b06_20250408T17:04_UTC.wav
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[AGENT][NEUTRAL] We're gonna sell this.
[CUSTOMER][NEUTRAL] [PII] said it on [PII].
[AGENT][POSITIVE] We're gonna start this and you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mira to Orlando con pasa uno caroquetenia moppao ultra seo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] um the loose in bajomi cuenta ques.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Siofo is numerro de pope.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Come.
[CUSTOMER][NEUTRAL] S L.
[CUSTOMER][NEUTRAL] OK, hello patient but that errodos quadrocinco.
[AGENT][NEUTRAL] I yes.
[CUSTOMER][NEUTRAL] State Quatro, Saro Quattro.
[CUSTOMER][NEUTRAL] M as Mama. L like Lion. H.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] I'm on.
[AGENT][NEUTRAL] OK, sor Hernandezmalepoor for arms ento direct telephone poa.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I see, um.
[CUSTOMER][NEUTRAL] A boy la de leches slawestintopartamentocinco raita quadro a retrero kings in essa no.
[AGENT][NEUTRAL] It is gracious for confirmized information you remember you want to we don't clamo chemos and bill from the respect the service of medical CO.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] Uh, you know the cinco.
[CUSTOMER][NEUTRAL] I see mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The loss and bio queloquesta necessitando reclamo in nego devio questava solicitando likes beca the beneficios the sour principal.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Let me I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh memosis solamente is el recio de la cuenta.
[AGENT][NEUTRAL] Conserviceviosel apareel de cuento the Blue Cross Blue Shield cineargo eston noes explicacion beneficios questamos solicitano.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, for our mire otracosa queovi quelalita of beneficio the Blue Cross Blue Shield.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, this yes the documents.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Elmo is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] something
[AGENT][NEUTRAL] Mo.
[AGENT][NEUTRAL] Refle solicits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Soosepajinas.
[AGENT][NEUTRAL] so.
[CUSTOMER][NEUTRAL] Come on, no, no sabro but no tango, no tango. I put on in one.
[AGENT][POSITIVE] OK. Mucho gracias.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hernandez queso [PII] mando is el de de loqueus principal o aos a los gastos queer quebercona prose to medic [PII] poet no coli noise to information sine embargo no is a secttamented relaionado alo ervicios delta you know deenerro.
[AGENT][NEUTRAL] Heydon altrinta you know the mao.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In to
[CUSTOMER][NEUTRAL] I went, I'll, I'll.
[CUSTOMER][NEUTRAL] OK, Aura comoquemirejoaulta the esto que paso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Else tee primero mhmo de nero eto de paso for untramitra mas eldbier aaanos loneita quera unresume very er.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if dijoque um build the esoloqueo regar.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Persons sins that ok yeah and and also a mutual dinero it's also sent cincoloeren for [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] In the end, see.
[CUSTOMER][POSITIVE] You love to work at.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, [PII] queerlio [PII] parao see [PII] state [PII].
[AGENT][NEUTRAL] On the desirnoselcordio de diagnostico el prosemiento.
[AGENT][NEUTRAL] Eel Recio stenos Manoa.
[AGENT][NEUTRAL] And the year.
[AGENT][NEUTRAL] It's una cuento.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Uh, Pembroke this numerro de cuenta nos this informacion nos this el tipo de prosemento que ultrasono mio conum costs total derescientos in cuentadolares this el el ellacute queiso Blue Cross Blue Shield er on treitres.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh no this aaba um
[AGENT][NEUTRAL] El el basins.
[AGENT][NEUTRAL] Cinevago estosinos er.
[AGENT][NEGATIVE] Pero auna incompleto porque porque no refleja el motivoustuquecerse is a is a cerio.
[AGENT][NEUTRAL] Elmotivo es diagnostic el pora el porqueoque repetitmente.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] El.
[CUSTOMER][NEUTRAL] Eulson.
[AGENT][NEUTRAL] Correct, the porque flow link control. I'll go and send.
[CUSTOMER][NEUTRAL] Yeah, I'm Tiano.
[CUSTOMER][NEGATIVE] No, for me I I don't wanna be ops and terrior a solo loosequeso loque pasa.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct. I
[AGENT][NEUTRAL] Intendo and those ostique un undocumento on the serops er er porque se libioperment codio de diagnostico is just a por la biopsia or porque el el.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The laviopia or porque via a queso diagnostico you perfect and the diagnostico and a document reac dinoso is este ola description el motiqueo la senora er Hernandez el ultra siddo is este.
[CUSTOMER][POSITIVE] Yeah, no, no problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Intosesque de taya informacionlocuentosa sconesoil logote jama sus principaldi and escito like the beneficios the esteddi in particular.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Noel el locomo cuss and bio sel resuming comppleto de tolos lo loqueseguro levari no secttamenterelacionado a la fe you know the nero.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For a son.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Entiendo mosque tenemos aqui que a balance ein de quesela partaqueno so cure embargo podernotros probeeso cincopaosins neesitamus resaldo de documento de lexprica in the beneficiosquediga Sosocindo lores decopago para el ultra del diatrinta you know the nerodosing.
[CUSTOMER][NEUTRAL] OK, then can.
[CUSTOMER][NEUTRAL] I am OK unendo or I preorquesela la la meador and to to porque ella persona on the loo no le puede and caus de lasa tengo jolo pue and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] No pues smalocerine embargo er alpeelletener contrato conme porquenomos contra squee promolo beneficient er estanella libertaloi.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They get no pue pue tomala just said bios loos or no bio loos.
[CUSTOMER][NEUTRAL] I just found.
[AGENT][NEGATIVE] I the de parte delugamore clamos and condoleta mo processadolosamodo paraso porque cao.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, just amanda la cosapleda.
[AGENT][NEUTRAL] No for Silaro loqueo est clamo process permit.
[CUSTOMER][NEUTRAL] And you know er if I have a [PII] queera de cuatro deri.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] See el de maso reque processamorelamo quevino de parto deos and el cual los elita explicas the beneficios.
[AGENT][NEUTRAL] In those cirque para esta salas he use g and recividots or reposa des principaldolesavors and er quesinos en el va mental clan, you know, de nero eclavo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They studying iclomanocontola lo lo esa.
[AGENT][NEUTRAL] See Claro, I use I use having a segment equals commander.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fabianochesima gracia.
[AGENT][NEUTRAL] losses.
[AGENT][NEUTRAL] But I guess a resor no loop.
[AGENT][NEUTRAL] To celepaga reo de partelele quinos clamo quelopagamosque and rebos.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Aye, you said so.
[AGENT][NEGATIVE] Leo remo reclass stenos man reclamoel clamolo pao.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I can tell me.
[AGENT][NEUTRAL] Al.
[CUSTOMER][NEUTRAL] OK, they have mayamallo no, no, maammale mucha gracia.
[AGENT][NEUTRAL] This.
[CUSTOMER][NEUTRAL] EY OK.