AccountId: 011433970860
ContactId: 31ad8362-2654-4b70-907c-ff5708285a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1222969 ms
Total Talk Time (AGENT): 619815 ms
Total Talk Time (CUSTOMER): 519987 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/31ad8362-2654-4b70-907c-ff5708285a60_20250602T13:30_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] In [PII] the ask me no [PII] so.
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] porno.
[AGENT][NEUTRAL] Minos.
[CUSTOMER][NEUTRAL] Me um poo ramada is a seo esque.
[CUSTOMER][NEUTRAL] And the Mayo C you free on appointment called vision care center.
[CUSTOMER][NEUTRAL] the explanation of benefits the insurance sales and tango uno up coin.
[CUSTOMER][NEUTRAL] Yeah, no sins.
[CUSTOMER][NEUTRAL] And to says come on you are usar at um APL queo tango savor.
[AGENT][NEUTRAL] And you know the police are gonna be.
[CUSTOMER][NEUTRAL] And let me payer ID.
[AGENT][NEUTRAL] Cleo outpatient certificate number or in hospital certificate number.
[CUSTOMER][NEUTRAL] In hospital certificate number 60 benticuatro Sea Cinco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] C03 M L C
[AGENT][NEUTRAL] them on the floor.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, senor Rasotomale or uh son confirmsimmiento telephone.
[CUSTOMER][NEUTRAL] OK, Croreventicinco [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3 033 Cinco.
[AGENT][POSITIVE] Perfect. So you know.
[CUSTOMER][NEUTRAL] Trentaincootagus [PII] [PII] errodi dose peron redos.
[AGENT][NEUTRAL] electronica.
[CUSTOMER][NEUTRAL] Well I undo [PII] or [PII]. I put on the poocam email [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] permetava pedo cambio. I don't want to, I mean you know quiro cambialo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Later in.
[CUSTOMER][NEUTRAL] And then on the re online and oh, can you change the email in no gonna your password todo is a critique me credentials and me not that um the busa and some que no me and you know they have a yamallo relax evenquetaliendo.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect, but a
[AGENT][NEUTRAL] Damascus.
[CUSTOMER][NEUTRAL] See somebody alosiento.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] No lo primero cussino escuotaba traando de la cuenta or yina cuenta no soya cuentos.
[CUSTOMER][NEUTRAL] See, you can you can going to em.
[AGENT][POSITIVE] Mhm perfect [PII] can rear.
[AGENT][NEUTRAL] Um, is the problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] See, remember what no password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I yo yolotenango um [PII] [PII] a password.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, the, the puerman don't call while email [PII] account er the [PII] doesn't really change email you know no memo what was it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Intente isimo email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In Gima and Esao.
[AGENT][NEUTRAL] The sole [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Accept the information.
[AGENT][NEUTRAL] See loquelosintas, um, actually samos elit lineage noses to me alo aora.
[AGENT][NEUTRAL] Uh there's [PII].
[CUSTOMER][NEUTRAL] See the pogo mhm.
[AGENT][NEUTRAL] See liao sentoses a conqueseiso er su shiro per muchos cambios er a mahinoque poo queliadando este elemita alare local no er jokes nosnos the estra estac purposes estacion I supervisoresque using car the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Diverse problems.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, your parents to send me mama oh what me who sorry you travel home own library.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah have you say uh this commend and doesn't match my records. uh, OK, I don't see the value of so let me, let me try it again.
[CUSTOMER][NEUTRAL] Marina.
[CUSTOMER][NEUTRAL] Sarooch so you on telephone or your lap to put it. Yep, I can make up the end of the change email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.res.
[CUSTOMER][NEUTRAL] Oh continuing. I continue. No, no, continue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK look I get an email.
[CUSTOMER][NEGATIVE] Thisquelaquata no aid and contra for the provider user ID.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this can be uh just actually cell email or.
[AGENT][NEUTRAL] Uh, continuario continuar con continulepiodijo la no.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Leati intenting rear electronic momento.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The no can be corros you know utilli mimodo is a change uh email kiri segmental memo system paraques.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just looks with this.
[CUSTOMER][NEGATIVE] Man they stick me wrong and I don't.
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] The, the, OK, the click I.
[AGENT][NEUTRAL] Seek or.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I like to call them and they are.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No I think you sure.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 103 got the same card.
[CUSTOMER][NEUTRAL] Let me double check so.
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] Or change email this email address verified. You can now continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email address [PII] change email or continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] Oh that.
[CUSTOMER][NEGATIVE] No, no come see.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you gonna send no contra.
[CUSTOMER][NEGATIVE] An account could not be found for the provider user ID.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And 10.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But in a good momentum up your user ID porque user ID [PII].
[AGENT][NEUTRAL] [PII] mhm yeah.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] But so to direct them and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The IT [PII] uses on investigation respects porque er.
[CUSTOMER][NEUTRAL] In the end.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You wanna estaparte delay was no no no no mucho [PII] you put the service now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] You may be
[AGENT][NEUTRAL] Did you stay in the reclass.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And Don says um well no.
[CUSTOMER][NEGATIVE] Bare que pue pasar condo clamo de diaste queucamenteloiso provider.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. See.
[CUSTOMER][NEUTRAL] There's this, this care.
[AGENT][NEUTRAL] C Mayo or Ctricuando?
[CUSTOMER][NEUTRAL] Seete de Mao Maoiete.
[AGENT][POSITIVE] My, OK, um, no problem so we're gonna carta part respect to uh lamo.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] No, perfect.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Get some.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Oh do nothing qua qua quanto deoyal with the pota neurona I'm sorry.
[AGENT][NEGATIVE] And and then no approve.
[CUSTOMER][NEUTRAL] Peroamentevacolao.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Mm, that's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Manyana que queovo I said Igua forma queoleposo mucho travajolo illa medical assistance and megaouna cara the the emoji ella movie.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Corres the diagnostic for the singing emoji for all intriguing eso or lepia una nota doctor like not slona uno.
[CUSTOMER][NEUTRAL] See it.
[AGENT][NEGATIVE] Kindique er er ciendo vista la clinic porque la cabeza just porqueseriono just a porque unchequeualquiermotivo queer er indictivos porqueusra is so is because the diagnostico.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] the key and remotes avian ore is loamo solicit paravario deos queso sico parapo prose er processanreclamo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And to eros in darleote and loquestela via el el codio denosos crito una description del porqueus desa er visitan deloreeria is so lone esitamos claresta juntoca and the beneficios deus principal.
[CUSTOMER][NEUTRAL] See Clara.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, in er no I form a good momento you are gonna formalize it.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like it's uh it's a load.
[CUSTOMER][NEUTRAL] Nothing I'm gonna form my but on there that the sticky notes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Condoni papa de numero queer noneto yeah dynamicabaemovida.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can, can not put me the can I do the medical assistant or whoever is there.
[AGENT][NEUTRAL] Look.
[CUSTOMER][NEUTRAL] Yeah, those is one of hislomativi.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] um.
[AGENT][NEUTRAL] Leo is solamentes masquito and is the caso informacion dels um.
[AGENT][NEUTRAL] Ijunterelletayo and the beneficio and no unaaque le pueda muchole puedayos much until the.
[AGENT][NEUTRAL] These are the that information.
[CUSTOMER][NEUTRAL] Peru
[CUSTOMER][NEUTRAL] Pera.
[CUSTOMER][NEUTRAL] It can go high.
[CUSTOMER][NEUTRAL] OK, you can, you can what explanation of benefits. 3110 at the medical explanation of benefits geo coo.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Where is?
[CUSTOMER][NEUTRAL] Sean.
[AGENT][NEUTRAL] Podria cirqueloquetiquebuloso de diagnosticos imporlouna de la visa.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the DNA and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you still um.
[AGENT][NEUTRAL] Speaker in the system.
[CUSTOMER][NEUTRAL] I take quinientososo quinientosocho but a broche quinientososo mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I took it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I go and unfrachao then the la cabezaquelojevito.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Puntaunton.
[CUSTOMER][NEUTRAL] Yeah, it doesn't see.
[AGENT][NEUTRAL] um pulmonal.
[CUSTOMER][NEUTRAL] Oh, but that 10 punto.
[AGENT][NEUTRAL] I went punto ocho.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Ultras and normalizes in contras and nosulmoles so is el codio de diagnosicon piece con people the the the pala person momento losso diagnostic spear con numerous.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Los Lostreammientos loss codios de tamientolo prose and slicescasos a persona residio on a CT scan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Loss and connums.
[AGENT][NEUTRAL] Elsa.
[AGENT][NEUTRAL] In the beneficios lore identi bienvees la ca the beneficiosallado um la description del porque o this laserotto evidiao paraliarse uno rayosekis er purundo lorquelombro er etc. etc. etc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is so to reciendovio is looking somoser process.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I comolos ago ar.
[AGENT][NEUTRAL] Love laino it's a target no porque.
[CUSTOMER][NEUTRAL] No, no, that the demo have mhm.
[AGENT][NEUTRAL] Uh, not the mime the facts.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, Yoha, um, the mandaria, um, er EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Seefiquetien loco go toes.
[AGENT][POSITIVE] All right. Correct.
[CUSTOMER][NEUTRAL] Into condu receiving an EOB um queto de lamo.
[CUSTOMER][NEUTRAL] And it doesn't cover letter what was it?
[AGENT][NEUTRAL] And lo lo el fax when you send b l faxer nosaparel fax automa inform deparse.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No you part.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, you throw away my dad's personal.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] P
[CUSTOMER][NEUTRAL] You don't
[AGENT][NEGATIVE] Mea culpa.
[CUSTOMER][NEUTRAL] See, see, OK, you all the way and that doesn't do a publico I look identific car.
[AGENT][NEUTRAL] Oh, see, Claroo.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, OK, OK, uh, tratarepolono de de mayo cinco de manana cara tae explanation of benefits.
[AGENT][POSITIVE] Yeah the cuomo una feli parameter clamoso.
[AGENT][NEUTRAL] Uh, aaaa activva momentum no comprema podemos process alore chamos is the tresanos you said that the police in a city.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See, yes, I'm I mean for I'm bueno, yeah, and toes ok so why are we in tentalo una mas in to the um the internet yeah there was per tramadelante what was it no abs.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] See see le le le rosinosos.
[AGENT][NEGATIVE] They killed mules
[AGENT][NEUTRAL] Is saboa as is demento.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The IT is uh most know is a typical in system.
[CUSTOMER][NEUTRAL] IT.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The summeter uh information quetique cambero candulo lo lepide lebulbela la polisa etc. etc. in a respect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK. That's OK. Your boy, come on.
[CUSTOMER][NEUTRAL] OK, you, it's a all and toy.
[AGENT][POSITIVE] Perfect and excellent.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] [PII] [PII].
[AGENT][NEUTRAL] What.
[CUSTOMER][POSITIVE] Got you bye.