AccountId: 011433970860
ContactId: 34469e2b-ba34-4ba4-ba9d-7c374279cebc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 675179 ms
Total Talk Time (AGENT): 256408 ms
Total Talk Time (CUSTOMER): 285254 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/34469e2b-ba34-4ba4-ba9d-7c374279cebc_20250428T20:16_UTC.wav
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[AGENT][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Uh buenota La Guardia.
[AGENT][NEUTRAL] on the other.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Joined.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You do know they got that.
[CUSTOMER][NEUTRAL] In a party hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So say you me in.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And to say yay ya a free market said I'm I don't tell ya.
[CUSTOMER][NEUTRAL] Like for I will bemelo mid uh like a.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Com
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, is the number of the policy, sir?
[CUSTOMER][NEUTRAL] Also
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] er Benicinco.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] Basil
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Amy A O.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] telephone connect yeah.
[CUSTOMER][NEUTRAL] Trecerocinco Trecerocinco.
[CUSTOMER][NEUTRAL] Painting.
[AGENT][NEUTRAL] Yes, yes, in meads to fashion direction electronicos.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Carto
[CUSTOMER][NEUTRAL] Say
[CUSTOMER][NEUTRAL] Brentesincuentinco.
[CUSTOMER][NEUTRAL] Subway CTO here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] unoing.
[CUSTOMER][NEUTRAL] Now what you feel what you.
[CUSTOMER][NEUTRAL] Aurora
[CUSTOMER][NEUTRAL] G
[AGENT][NEUTRAL] It is la visio febrero and tres.
[CUSTOMER][NEUTRAL] La la la la la.
[AGENT][NEUTRAL] Have to sing.
[CUSTOMER][NEUTRAL] Peroon urote seolo.
[CUSTOMER][POSITIVE] I like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] They have been like.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And you said there been the majo the mar the marzo, the sano.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The macho the the Cinco de tell don't we benincoreinco.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Mm, no replica come on and beer.
[CUSTOMER][NEUTRAL] Of fact
[AGENT][NEUTRAL] For facts, uh, ver facts coneos and numeral facts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] No, OK, no nomoreclamo paramoreclamo querecidolo vermitra linea esque processamogen venti queue el dia de servi novireventervent demCamo.
[CUSTOMER][NEUTRAL] Well, my dad.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK look we get some and you know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] No,
[AGENT][NEUTRAL] You know, sorenessesitamore documentcuos but the poreviar um re clamopaste arise benefiiocaviados tenotroitamos tres documentcuos er primel documentcuoes formulario.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] aquiere uh suestrapaina and I am a public puntocom I formulario the met link.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] It's a one.
[CUSTOMER][NEUTRAL] OK for mulla.
[AGENT][NEUTRAL] And formulario ayama meddling.
[CUSTOMER][NEUTRAL] CD I mean
[CUSTOMER][NEUTRAL] Later.
[AGENT][NEUTRAL] Mirling.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] Mhm. Met link.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] M A.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, primerovaa nostra pajina and I am a public [PII] condovaya I am a public [PII].
[AGENT][NEUTRAL] I on the claims and forms.
[AGENT][NEUTRAL] Ibabu character is a med link the mama rear de de de lolae India N as in Nancy kilo mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so junto conese for mulario. OK, junto conese for ulario asisamodo documentcuos queeria er loquesla factura de tajada colojodio de dinosoqueselaca criedo de le de proveorquelovio.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah uh-huh.
[CUSTOMER][NEUTRAL] But I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] CDM.
[AGENT][NEUTRAL] OK, Cafaloonga yeah. OK, it aocomos mhm see you gonna.
[CUSTOMER][NEGATIVE] Yeah me I'm out of play.
[CUSTOMER][NEUTRAL] When a man.
[CUSTOMER][NEUTRAL] Hey, I'm in for.
[CUSTOMER][NEUTRAL] For my side
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the woman to say but.
[CUSTOMER][NEGATIVE] I did say no.
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The uh.
[CUSTOMER][NEUTRAL] Uh la la.
[CUSTOMER][NEUTRAL] He he said on cues he say he's a sero cuatro noentambulaio so.
[CUSTOMER][NEUTRAL] I to.
[CUSTOMER][NEUTRAL] the same day.
[CUSTOMER][NEUTRAL] It is it uh the sins.
[CUSTOMER][NEUTRAL] Say ok to follow say man don't pay.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] OK, waste can be a no he a coiaivevers solo and necesitamos no no poria desil for telephoneoses.
[CUSTOMER][NEGATIVE] Even for fucks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, lo puede tire treas and biogeclamo no podebior facts lore OCs criviansrepajina puede acelo electronicamentevilo electronicamente.
[CUSTOMER][NEUTRAL] on that.
[AGENT][NEUTRAL] Correo regular uh regular C.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can show to me more.
[AGENT][NEUTRAL] Aya de la direction and la primerajina del formulariola parte [PII].
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Tita and uh ella and [PII] City [PII] shit you know it's in [PII].
[AGENT][NEUTRAL] I see yes.
[AGENT][NEUTRAL] See mhm.
[AGENT][POSITIVE] Perfect I see factor.
[CUSTOMER][NEUTRAL] American public like and so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so tercerdocumiento el ultimocumento serielaliacion and fiio de seguropri Mario in the canola cantidaiali caronal dedu civil copaseguo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Nin no sotrono dejaloque primario sino loca semoes ajuda con loque primario applical dedule copasauro.
[CUSTOMER][NEUTRAL] Don't, I'm gonna uh
[CUSTOMER][NEUTRAL] Yeah so.
[AGENT][NEUTRAL] OK, Clara.
[AGENT][NEUTRAL] OK, so tikeyamaloqueleben unexpliacion the beneficios detajada paralafea de ebrero and cinco paralairaquetu.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] They're beneficial.
[AGENT][NEUTRAL] Theta yeah.
[CUSTOMER][NEUTRAL] Did I uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] No cost.
[AGENT][NEUTRAL] But of course that's that's.
[CUSTOMER][NEUTRAL] La primera.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] La prime
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] E for E formulario.
[CUSTOMER][NEUTRAL] Lara.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] link.
[CUSTOMER][NEUTRAL] C for Molario.
[AGENT][NEUTRAL] And formulario de Metling.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] The man, ah, they don't get I mean.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The polo.
[AGENT][POSITIVE] Uh-huh, correct.
[CUSTOMER][NEUTRAL] No, the, the back.
[AGENT][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] Yeah, what?
[CUSTOMER][POSITIVE] Uh, er beneficial.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, OK, take care.
[AGENT][POSITIVE] Mm then uh in into tenga informacion solamentelopodebi are perfect sodebicorreoreolo puede I set up load and sequentas suna cuenta cono so ok.
[CUSTOMER][NEUTRAL] Uh.