AccountId: 011433970860
ContactId: 2f5a8a62-f397-4822-8b02-09d7c9374d95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351559 ms
Total Talk Time (AGENT): 151302 ms
Total Talk Time (CUSTOMER): 110596 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2f5a8a62-f397-4822-8b02-09d7c9374d95_20250425T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hold on, what time is this?
[AGENT][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Ya.
[CUSTOMER][NEUTRAL] Oh, was she a deal.
[AGENT][NEUTRAL] And really do that. OK, I don't know in telephone and connect.
[CUSTOMER][NEUTRAL] [PII] and telephone and Sierra Sierra recite 60.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEGATIVE] No to members and provider.
[AGENT][NEUTRAL] OK, one number.
[CUSTOMER][NEUTRAL] E.
[CUSTOMER][NEUTRAL] Calls from mothers.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] And de la ilando.
[CUSTOMER][NEUTRAL] Guava Vision A plus.
[AGENT][NEUTRAL] OK. Email and poliaacciente.
[CUSTOMER][NEUTRAL] See maybe.
[CUSTOMER][NEUTRAL] I can listen.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But acago um um numerro derupo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I tango Abajoque this uh outpatient benefit 3 numbers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it is yeah.
[AGENT][NEUTRAL] Ma outpatient.
[CUSTOMER][NEUTRAL] Yes, Cerro uno Santa Cinco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cerro unoses cinco nuevedos cinco siete.
[CUSTOMER][NEUTRAL] M L O.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Well no fees.
[CUSTOMER][NEUTRAL] The normal Jorge Luis Arriola.
[CUSTOMER][NEUTRAL] sims.
[AGENT][POSITIVE] Perfect, fantastic.
[AGENT][NEUTRAL] OK, you get glasses.
[CUSTOMER][NEUTRAL] Seria unitacomitamosolo.
[AGENT][NEUTRAL] Mm, Paramedical, mm.
[CUSTOMER][NEUTRAL] But it
[AGENT][NEUTRAL] OK, eppealista medio noes para rutina, yeah, um, fame routinario so.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, tao estapolisa aria supplementaria, um, la fea effectivida estapolisa unodiosino esto momentos um the hemophicio para officeicina deco um ok so is um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I guarantees in a verificasa.
[AGENT][NEUTRAL] Yeah, tenemos tenemo beneficial loquelotratamientos itemo beneficio la via um.
[AGENT][NEUTRAL] It's the it's a beneficistasuheto uh loquesel outpatient benefit is a cantida.
[AGENT][NEUTRAL] Vitamin noesciento ella cana maxima boranium.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You love uh la visita officinarita comos in cuenta la revisita as a visao.
[CUSTOMER][NEUTRAL] Sincuento uh uh alcopaelcientacopa de es.
[CUSTOMER][NEGATIVE] Pita and lamentsincuenta.
[AGENT][POSITIVE] See and I'm sorry yes.
[AGENT][POSITIVE] Correct, yeah, polo popolo mhm.
[CUSTOMER][NEUTRAL] Go. OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. Ew.
[CUSTOMER][NEGATIVE] with lament.
[CUSTOMER][NEUTRAL] For seed.
[AGENT][NEUTRAL] No, eso sola and los encuenta solamente escupago de la visa processmiento cia quenos ruinario que medirepentele gan catarratajo ok I got classi uh elmiento secure vajoel beneficio and bullatorio demi noesciento.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want to examine the rutina?
[AGENT][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Not the amount number reference but the family number la the family number.
[CUSTOMER][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Mina resol initial M.
[CUSTOMER][POSITIVE] Perfecto in yeah perfecto mucha gracias.
[AGENT][NEUTRAL] Then graciapole then I doesn't matter.
[CUSTOMER][NEUTRAL] Mhm.