AccountId: 011433970860
ContactId: 2ea1a73b-71bb-42ce-a21f-603c8b34cbc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414730 ms
Total Talk Time (AGENT): 171467 ms
Total Talk Time (CUSTOMER): 254188 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2ea1a73b-71bb-42ce-a21f-603c8b34cbc7_20250616T20:14_UTC.wav
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[AGENT][NEUTRAL] We're gonna start.
[CUSTOMER][NEUTRAL] See when I start this uh do you numero the thepoorav.
[AGENT][NEUTRAL] Even
[AGENT][NEUTRAL] The number of the, the.
[CUSTOMER][NEUTRAL] The El Grupo, LID Grupo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the.
[CUSTOMER][NEUTRAL] Er, see something of covertura.
[AGENT][NEUTRAL] In esta personnel or the party to el.
[CUSTOMER][NEUTRAL] See, see.
[CUSTOMER][NEUTRAL] No, no, no, Parami is a persona.
[AGENT][NEUTRAL] And you know.
[AGENT][NEUTRAL] outpatient certificate number or in hospital er number or go numeral determining ML ML le number of the police.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, Clotenolo tengo outpatient. OK. erro unoin face.
[CUSTOMER][NEUTRAL] Maybe go to Fauna.
[CUSTOMER][NEUTRAL] Amy Ele O.
[AGENT][NEUTRAL] 7744.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] this is er this one so ocean dry apartmento is the lander Florida reserve in croque Cincore.
[AGENT][NEUTRAL] the.
[CUSTOMER][NEUTRAL] The buenomida er something of uh of the commoga thing of unit health care.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In unit health career nonuapando unservio um the un city can queso meposo.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the man planation beneficio que gado no gains in cuento otenianque era it's a party.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Tendo.
[CUSTOMER][NEUTRAL] OK, look it porqueso reserviiopogo unit healthcare the American public life perestecaocommoliso Cai porquelo pali delolo provaron.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pero one it's for no si loque caster.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] But a per person per person maternal clam sanitar um buildsel part oficina doctor and the serrao perse America denoso per se and then perfectoe likeslias.
[CUSTOMER][NEUTRAL] La Fora.
[CUSTOMER][NEGATIVE] See? No thanks.
[CUSTOMER][NEUTRAL] OK, see the thing.
[AGENT][POSITIVE] Junto beneficios the principal.
[CUSTOMER][NEUTRAL] Ah, OK, perfect, Santos de salvill, uh, lapliacion del seguro.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] See, but settling.
[CUSTOMER][NEUTRAL] El Elvide del radio.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See like er que concordia.
[AGENT][NEUTRAL] Colonel to stay a part.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This is sovieto.
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] When, when I was.
[CUSTOMER][NEUTRAL] He make it on the quenono quenono for a party on the.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] principal.
[CUSTOMER][NEUTRAL] No, no, I United Healthcare Al Alprimero.
[AGENT][NEUTRAL] OK, and 10.
[CUSTOMER][NEUTRAL] Because my san for amanda quesolovio leo ina pepe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh queta er or partial negado or quenopa no que beneficio deo loque paradeo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Feroliacion una queso o.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In el de de luarquelo tengo.
[CUSTOMER][NEUTRAL] E.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He came up it it don't.
[AGENT][NEUTRAL] Claro is reserve the ilgo postal.
[AGENT][NEUTRAL] The mean a person.
[CUSTOMER][NEUTRAL] C.
[CUSTOMER][NEUTRAL] Mandalo Porcorreodua for mailing.
[AGENT][NEUTRAL] See loquemino for facts and nono te lore of cure osinos you said entran nostrosito and lineaica una cuenta ena.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Usos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] mucho mejona marabido.
[AGENT][NEUTRAL] mass in the uh.
[CUSTOMER][NEUTRAL] OK I don't know.
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] Yeah it's good.
[CUSTOMER][NEGATIVE] Uh-huh. No, nothing what this nothing canars Sado but nothing meina. It was a direct a mean me American public license Apele queo la cuenta.
[AGENT][NEUTRAL] See titheta secure punto. I am a public punto come.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, yeah.
[AGENT][POSITIVE] Correct, I see.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][MIXED] Perfect little it is a bad or or no.
[AGENT][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] OK looking for an.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect. OK, Italian Indian.
[AGENT][NEUTRAL] as a los beneficis.
[CUSTOMER][NEUTRAL] Maybe we have la cuenta don't believe it's a and a in public isa we have la cuenta er.
[CUSTOMER][NEUTRAL] Ivoya abo eca claim phone I claim mira.
[CUSTOMER][NEUTRAL] Cla
[CUSTOMER][NEUTRAL] I didn't claim, study a claim form, no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3, correct.
[CUSTOMER][NEUTRAL] OK, peritola cuenta you know that thing.
[AGENT][NEUTRAL] See mandala.
[CUSTOMER][NEUTRAL] I think yeah.
[CUSTOMER][POSITIVE] Perfect bueno mucha gracias.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oreundaposo la pues lao bajobre latitula.
[CUSTOMER][NEUTRAL] prima.
[CUSTOMER][NEUTRAL] Eero for me.
[AGENT][NEUTRAL] Uh, see?
[AGENT][NEGATIVE] Silaro is uh waste de la la cuenta.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] This la cuentareclamomiota it's la familia familia one.
[AGENT][NEGATIVE] Cheaper.
[AGENT][NEUTRAL] CC Claro claro laro waste reclass or the meso familia.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Perfecto muna gracile graci adios grace.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] Get out.