AccountId: 011433970860
ContactId: 366598d6-dc42-4c34-91b2-15dc064628c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194059 ms
Total Talk Time (AGENT): 84563 ms
Total Talk Time (CUSTOMER): 83372 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/366598d6-dc42-4c34-91b2-15dc064628c8_20250519T14:54_UTC.wav
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[AGENT][NEUTRAL] I'm gonna.
[CUSTOMER][NEUTRAL] Um, [PII] from Baptisa Patient Center.
[CUSTOMER][NEUTRAL] Policy number is.
[AGENT][NEUTRAL] My Emilia.
[CUSTOMER][NEUTRAL] Or, um, see yamando referencia unapaciente questaquies CT.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In essayasu secondario.
[AGENT][NEUTRAL] no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Eelerrodoseso.
[CUSTOMER][NEUTRAL] [PII] says rosieiete, M as in Mary, L as in love, number 8.
[AGENT][NEUTRAL] he enter the contipoor or uh bring the telephone or lays is to connect.
[CUSTOMER][NEUTRAL] No matter what.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Seeste Jose Cinco deterere.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Linar director.
[AGENT][NEUTRAL] Mocha gracias. Could you profile verific cardmen number complete question.
[CUSTOMER][NEUTRAL] See, all that is Castro?
[CUSTOMER][NEUTRAL] nocios.
[AGENT][POSITIVE] Much gracias for verific information is the same and or beneficials year correct.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Or see mhm.
[AGENT][POSITIVE] Perfect. And to the clos beneficialsque solamente verification the tea.
[AGENT][NEGATIVE] It's a vicious outpatient. It's a outpatient, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] But as a patient cure maxi scientosincuenta las scient sincuenta lass this was the principal examine the diagnosticoa unafa ambulaia own centro que queer black as magnetic or MRI facility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mercedes here.
[AGENT][NEUTRAL] I'll I'm saying it's put it on.
[CUSTOMER][NEUTRAL] E Emelia.
[AGENT][NEUTRAL] So you know it's only in the.
[CUSTOMER][NEUTRAL] No, or to it that oh.
[AGENT][NEUTRAL] As he is.
[CUSTOMER][NEUTRAL] Oh no yeah Ira told me on um.
[CUSTOMER][NEUTRAL] Oh no the confirmation the group but I am.
[AGENT][NEUTRAL] Polio iminbre reference reso.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, auto, auto, OK, uh, auto. OK so [PII]. OK Yoto muchas gracio. OK, get a bun.
[AGENT][NEUTRAL] You want me to say I'm gonna pay.
[CUSTOMER][NEUTRAL] Gracia bye.