AccountId: 011433970860
ContactId: 2e846dce-23a6-4727-9f1e-8f0a046f1412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1112310 ms
Total Talk Time (AGENT): 493502 ms
Total Talk Time (CUSTOMER): 348616 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2e846dce-23a6-4727-9f1e-8f0a046f1412_20250124T13:30_UTC.wav
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[AGENT][NEUTRAL] We one of the yes because if we don't wanna pay.
[CUSTOMER][NEUTRAL] Buenosia minore here is well no yes.
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] [PII] tengo seuro conte and to say er loya te yamando podora son.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] For la primerara song for unbalance and queoten going and you help in a local.
[CUSTOMER][NEUTRAL] I, you know, nose porqueda song um just er levi seguroe nose nola brand so metido nose elcasa el seguo no pagoda er eteque andsequelaca song Iloegundo eorque prosimamente then i iqueriabverde sasijiao el el loquelo que segurocureuro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In searching for is.
[CUSTOMER][NEUTRAL] See Claro but no yo don't numerals unoque medi in hospital benefiter third number no cijee or no que this outpatient patient benefit card number or third number.
[AGENT][NEUTRAL] Cultural
[CUSTOMER][NEUTRAL] OK, is unocinco cuatro.
[CUSTOMER][NEUTRAL] Cincove sinconve Melie.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEGATIVE] Say come on.
[AGENT][NEUTRAL] Senor system confirms mention telephonia.
[CUSTOMER][NEUTRAL] Claroque er immiento de loss er numer telefonos the jose cerve say [PII] [PII] inmidoicilio [PII].
[AGENT][POSITIVE] Much gracias [PII] electronic orquesta asocilio.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Claro that is well known as Aroa Yahu punto.
[AGENT][NEUTRAL] cargo lapolida.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See it's atamente.
[AGENT][POSITIVE] Perfect. la de losservicios rescio de los coleo.
[CUSTOMER][NEUTRAL] See er el retire.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] E queue total aviso total deer treciento cuatro puntodos er el el seguromio primario mecurio todo otenian copago paralisa de quaaraincoollare it's a quarreaincolare no securiero.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh no la.
[AGENT][NEUTRAL] Her retro.
[CUSTOMER][NEUTRAL] The recio cuatro errodos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh condo and.
[CUSTOMER][NEUTRAL] ESFue con er Dio Franceschiqueirujan oncolo unaita Doctor Dio Franceschi unirujan oncolo.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] In the end, the los los persecuto some noses.
[CUSTOMER][NEUTRAL] Sores
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I make them in so long.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] See you 3.
[AGENT][NEUTRAL] Francesca Dio.
[CUSTOMER][POSITIVE] See, correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And keep their Turkish shepherd's name.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Silamoora pago de la via queso and
[AGENT][NEUTRAL] And Doctor [PII].
[AGENT][NEUTRAL] So supplement there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Poli
[AGENT][NEUTRAL] OK your system.
[AGENT][NEUTRAL] So the senior.
[CUSTOMER][NEUTRAL] See Claudio.
[AGENT][NEUTRAL] When I make.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] See a queer nosa cariando er lozocumentos vials.
[AGENT][NEUTRAL] Just solicitan permit.
[CUSTOMER][NEUTRAL] Stacy, OK.
[AGENT][NEUTRAL] Mucha.
[CUSTOMER][NEUTRAL] No, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, but it says yeah.
[AGENT][NEUTRAL] Eunando.
[AGENT][NEUTRAL] Le going for
[CUSTOMER][NEGATIVE] Ah, no, no.
[AGENT][NEUTRAL] Uh, see, no see, uh alrea yeah OK, yeah, quire functionallale senior.
[CUSTOMER][NEUTRAL] Oh my god, don't say no they see los culture pertamente to say no problem I'm gonna send na gorelamaeso.
[AGENT][NEUTRAL] My question?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, see, so I sola melele informavacer or esto.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] OK, you this meal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pala de reset solamente clamo el el men doctor [PII].
[AGENT][NEUTRAL] Iso de la de la vicita quirelio or rescientos cuatrodolas is the reclamo for processado el dia retire.
[CUSTOMER][NEUTRAL] Creo
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Eiggado lasiento lasison those beneficio paga les bajo certifical sanding mitas aqueo questan um detalaos.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In a certificate the beneficials um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] No no nonpiendo nonendo.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] El Copao de la via a doctor is a is a visa quisdio no escuviertola polio.
[AGENT][NEUTRAL] Leo beneficio leo you got the detaia is to deole quelos beneficios pales bajo certificado estanlimita solamente queos questan detaados and then certificado.
[CUSTOMER][NEUTRAL] Perenqueceroigo singed.
[AGENT][NEUTRAL] But it's
[AGENT][NEUTRAL] El certific certific polio el concertostapolisa celeiso unatargeta alialque ellos documentcuos de tayandole cada uno ellos cervicios queue and cercuvitosolo lugarez on the los ervicioser medioscutarosa bana cercubertos Bajosapolisa.
[AGENT][POSITIVE] It is a fortunament el copago noes uno de eos.
[CUSTOMER][NEUTRAL] Locopa no no lore.
[AGENT][NEUTRAL] No, senora pago de la visa no.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Queen to er uservi que querieddio elbunole sees a caso was mijocas and to eld say desertembre.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] tambien uh uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh yeah menti majinoque and poco ora um unavisita queotu el dia [PII] cinco excepttiembre.
[AGENT][NEUTRAL] But I mean
[AGENT][NEUTRAL] OK, see, the soramete is el mimocaso conafe de sere logodijo elicinco.
[CUSTOMER][NEUTRAL] El venticinco.
[AGENT][POSITIVE] Correct. OK.
[AGENT][NEUTRAL] Seesai elincotine is looa senoune solamente le cure cervicios medio cuarsa CS and la emergen hospital in elcaso cuvisitun urgent care cerralio era and the hospital and uno facil ambulaia esa sal examine the diagnosticoa uno era facilida the MRI or una fasilida ambulaia.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The merea ambulanciamentogua mental emotional spricuando estetamiento sad esto los lures on the esta polia specifica que sevan cuir aqueos de les copaos of course.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, pero, OK, uh, pero el el servisio del Diabati cincoue uniento.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sisino pao pongapago quaara la tavien perosierramiento porqueoten de conos conespea scientiro puntodose quelo que les declare you but I don't prosemiento porque liao promiento.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Elseolamijo a doctor of a hospital.
[CUSTOMER][NEUTRAL] Elopital.
[AGENT][NEUTRAL] The reset the demo.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] When you can be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Seecommona.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bueno loqueosunez elreclamo informacion escri el clamocraivimos.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Aparesemoquelos erviciosque elle relio esto echo and la clinica officeina del.
[AGENT][NEUTRAL] He.
[CUSTOMER][NEUTRAL] No engelo pita in you que on the yo at the end of siere.
[AGENT][NEGATIVE] In the endo pero la pharmacion que no sisocuo establa clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And to queendriaero.
[AGENT][NEUTRAL] In summit.
[AGENT][NEUTRAL] Online pharmacion correctta te losservicios revios porque el pare no not tenamosa de podetiars to fermente and nonospilo no nos bassamos and todo loquereclamo nosisla los detaque el medio estipulenneerreclamo you knows a precommoel lugarde servisio.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] El la clinica de el reso eskimolepolia solamente cure Cen unc as an unlaergencia C as in rape physica buencia in toses uh la clinica del doctor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] care services in no escuviar yo yas er per seo queso esquinosotros negamos clamo completamente porque bassad lo que que ulo.
[AGENT][NEUTRAL] Is the seriola clinic.
[CUSTOMER][NEUTRAL] OK, uh, no, I am.
[CUSTOMER][NEUTRAL] Para paraqueer sometava reform.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Er miotra preunta re lacion uh la dui el proomiento queya er er proximamente.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Essolova.
[CUSTOMER][NEUTRAL] See and multi.
[AGENT][NEUTRAL] OK, and tonsos and assecao la poco as the mildocintos incuenta de la resalano que el benefiqueervisos and bolaios.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Milo scienta encuenta.
[AGENT][NEUTRAL] SES.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sibu milosinos encuenta and elcaso to a uh recivitatamento medical spiel beneficio different yesastados mil quientozola.
[CUSTOMER][NEUTRAL] Uh perfecto. Osea queer yea tenella sijia er the eso mega ride so cava mio o sincuenta peroso tengo tengo queseiriendo eso meloubre astadosmialgo metaciendo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Lapolia esta poli lebrita do beneficios in elcasocusten assist medica slain res er esta potula de lai machore sentences automatica mental beneficio quebali car pareos cargoses perrosusi una quiroto prose immiento.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK not macho entoses a el beneficioes considerado ambulaio or outpatient el cual solamenteleva cuildosino sincuentos and test er just observalos vital pararemento meo escomulla polia determine cue loss beneficios lava cuir paraos gas.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, and to for outpatient is um mio ento sincuenta epitaliacion.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Do milquinientos.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Muchisima.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Necess.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bueno o can see uh cuando alquerodua queer and say [PII] I am.
[AGENT][NEUTRAL] Claromanolema.
[CUSTOMER][NEUTRAL] Mochisigram male.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Hello again.
[CUSTOMER][NEUTRAL] Yeah