AccountId: 011433970860
ContactId: 2d622b46-15d7-4098-826a-4745f52b7b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793419 ms
Total Talk Time (AGENT): 363750 ms
Total Talk Time (CUSTOMER): 349271 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2d622b46-15d7-4098-826a-4745f52b7b7d_20250425T12:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We wanted the gusto.
[CUSTOMER][NEUTRAL] Uh queres [PII].
[AGENT][NEUTRAL] One of the moa come on the still of the.
[CUSTOMER][NEUTRAL] Er, you, uh, 10 goals uh nosinesitas als er.
[CUSTOMER][NEUTRAL] Uh, your tengo era a groupoueteno in hospital benefits certificate number our patient uh tengo commodos numerals, uh, no albuna deaa.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] allow patient while in hospital.
[CUSTOMER][NEUTRAL] OK, um, they have another location [PII] res.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] So you know [PII].
[CUSTOMER][NEUTRAL] No, I
[AGENT][NEUTRAL] OK, so mohia systemuriaor car so nasiento telephone.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] Chimino scimentos Mao cuatro de mio esos and res uh cinco on it.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, sain.
[CUSTOMER][NEUTRAL] Uh, it's a apardamento uno [PII] errocho uh for lorddo rerere [PII] is el codigo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I tea.
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] Which is democracy cir el core electronics a socio estapolisa.
[CUSTOMER][NEUTRAL] Eminaque asocila oficina era hambacosa and the loicinas [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK, and to [PII].
[AGENT][POSITIVE] Perfect mucha gracias.
[CUSTOMER][NEUTRAL] pay your ID um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] And pay your ID.
[AGENT][NEUTRAL] Elpe in numeral electronic computer uh less compass.
[AGENT][NEUTRAL] Elos probedore just messes parameter reclas electronicamente conosos.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, but getque el el el papelito queteno the AP er carnecio er el el idea come on you go sito to say que charge you but like say oh ocho say say uno I was in nose.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Slower permit.
[CUSTOMER][NEUTRAL] And I say the casa or the casa seocho say oh.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um, no, croque er not to like.
[CUSTOMER][NEUTRAL] unrorororoocho say you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh you know who say you know is who say uno who say what but it still say.
[AGENT][NEUTRAL] No, it's just.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh well.
[CUSTOMER][NEUTRAL] er calves er el punto es era endoscopia os er me apricaro misguro um principalques United Health.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] E.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, your medicine que que no no melore to say you know apple get conversar healtho no es er apple cure.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] No lemoungu seguro supplemental of merciocommogala partareus principal mole.
[AGENT][NEGATIVE] Um, no nottenemos contratope contrato conid medicaitta poco con segu principal loqueapeles tener contra contravajo he estabseque nootros er over apele bar you rides aparte partial or total de los montos or the monto de serpio quesila um the er Dado esto.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Alten er contrato conmedios or coraericas it used in ladipoibiliadigamoloi de de idiatarosemosae mucho luarlo or um equiomo.
[AGENT][NEUTRAL] ESC senora.
[AGENT][NEGATIVE] Senora mujica is a lament the ja quetezunga que no monosos cirquenolocerloquinaerentosesilelesque poravle prove and I still informacarloe.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And caso de quelos the deaner pores and the cuteloaga whorequeos um build de tayalo.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] OK conclucordio de diagnosticosi pro semientos de endoscopia erlio.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the diagnosticosi prosemiento.
[CUSTOMER][NEUTRAL] In.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Diagnostico mao.
[AGENT][NEUTRAL] Diagnostico pro semiento.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, uh, come on.
[CUSTOMER][NEUTRAL] Come in parala casa, you know, the thing is the billingbaretipo decosa, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was, you know.
[CUSTOMER][POSITIVE] wow wow.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Claroposo see mention lasimosamente um como tener una un contrana ninguno de los provedo tinglo meos or or offaciericas por silosinosanolisocerlo and moor corteia.
[AGENT][NEUTRAL] Permes no.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Cla
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, sir.
[AGENT][NEUTRAL] A person
[AGENT][NEUTRAL] See apartheid deo mean like splica beneficios the principal the unit.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Perfect buenole solicita unit likes you know and if it's the deli to endoscopia.
[AGENT][NEUTRAL] Uh I use laserg uncomos nolo gig just numeral the facts reta.
[AGENT][NEUTRAL] Professor Perajica is in reta que secure punto. I am a public punto come.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and his um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] I mean it's me.
[AGENT][NEUTRAL] Correct Poro to see. I use aero I noallamentesclamos you know quere clamomo resor of clamos queremos status er tambieno seva er la portunia as the pardon er la polios beneficiosquelevida um elcaso cula jeta pue cargar una vet.
[CUSTOMER][NEUTRAL] OK, Bueno.
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] Urea known as the come on nadamas additional er el tempo de unreclamo is in re cinco acidallarales despo.
[CUSTOMER][NEUTRAL] Yeah, so,
[CUSTOMER][NEUTRAL] er porque porque ergo pago was or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm no los los travaja travaja is directmente condo paralos prososo el porqueomento efiosotros la parte que supplementales.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the beneficial. They were they need the united no novela clinic.
[AGENT][NEUTRAL] See IS is the unit.
[CUSTOMER][NEUTRAL] Alright, mm.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Get on excellent to the pope.
[CUSTOMER][NEUTRAL] what is
[CUSTOMER][NEUTRAL] Yeah