AccountId: 011433970860
ContactId: 37053a20-a6a4-4348-94d7-a32be73d4e78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495600 ms
Total Talk Time (AGENT): 171956 ms
Total Talk Time (CUSTOMER): 293485 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/37053a20-a6a4-4348-94d7-a32be73d4e78_20250328T16:41_UTC.wav
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[AGENT][NEUTRAL] That's just being an American Monica.
[CUSTOMER][NEUTRAL] Hello, uh, wanna talk this morning. I'm I you out.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Hola, Hola, my number [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello Hola.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Come and look for it.
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] porque ella.
[CUSTOMER][NEUTRAL] And to revisarpodi and claim me now and this a a human.
[AGENT][NEUTRAL] Seal the number, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's errodoqua and cincoin when I say cerronole.
[CUSTOMER][NEUTRAL] It was a barrier numeral in in uh in hospital outpatient.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Ina immiento.
[CUSTOMER][NEUTRAL] The same you know you.
[AGENT][NEUTRAL] It's tele.
[CUSTOMER][POSITIVE] You got your roses.
[AGENT][NEUTRAL] You may pay verific exonic or electronica.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] so Taocur [PII] Correo [PII].
[AGENT][NEUTRAL] Gracias mejoque residaca quetenemore.
[CUSTOMER][NEUTRAL] Cos you said your claim and or additional information has been received. You'll get a text message when your claim review begins log in to your log in to view your claim status claim acional Sonoe me the the link correct or you say the website you say.
[CUSTOMER][NEGATIVE] Official sorry can can I just scam me now.
[AGENT][NEUTRAL] The most.
[AGENT][NEUTRAL] Resimos and reclamo de parte the um diagnostic services but is a quesis examine.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] El Diaviembrecase.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Fun
[CUSTOMER][NEUTRAL] Uh, I see, but it's, it's a phone um right knee am I right, yeah, yeah, but it's a wolf, the masal uh-huh.
[AGENT][NEUTRAL] An MRI.
[AGENT][NEGATIVE] Yes, it's, it's a reclamo the receiver, uh-huh.
[CUSTOMER][NEUTRAL] I don't want to put yeah so for a while.
[AGENT][NEGATIVE] Mm, nolovo essa nova reclamacion so the scrivio para rescilos mensacadasque reciosensa they go unreclamova resiensa dejadolesad there que queresimosa reclamacion.
[CUSTOMER][NEUTRAL] Porque inclusive.
[CUSTOMER][NEUTRAL] I see. OK.
[CUSTOMER][NEGATIVE] It's one of my problems.
[CUSTOMER][NEUTRAL] Joe Mason in in right knee MRI and the remorado we are very inclusive outpatient que porque porque process.
[CUSTOMER][NEGATIVE] Er losientosincuenta que gappa copay and loss cuenta loquiales on the yo yolo paella sales.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, escudo resimos clamosa porque se moon tantomanda la reclamacion peronoa porque pena los los an inviandoinel beneficio despole no guarantti arquesebaya pare clamoquetosta a is paledigo er reclamo sacaba de resid no no seva processarasta unota.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Uh, and the and the esquesta polia unova polia uh so alamajola sammanda nocommosea see is the polia canbio.
[CUSTOMER][POSITIVE] Yeah way have benefit as I say.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So what?
[CUSTOMER][NEGATIVE] Pero, peroque, you're not, you're not.
[CUSTOMER][NEUTRAL] The justicelo termino de la polia er and condoliloficio and me.
[AGENT][NEGATIVE] So no [PII] pagado is the reclamoto a via el loquesa via pagado para es unservi noviembre the Baptist hospital pero esta reclamacion palemarai locavamo de rescibis.
[CUSTOMER][NEUTRAL] Aura. ah, OK, correct. Aralereunto osciento sincuenta queloqueos no Miogo or tambiliando inosincuenta.
[AGENT][NEGATIVE] Um, poo revisa reclamo processapore visa versiscientosincuenta loques and reclamando.
[CUSTOMER][POSITIVE] For forward for forward.
[AGENT][NEUTRAL] OK, Waino momento.
[CUSTOMER][NEUTRAL] T
[AGENT][NEUTRAL] 4556.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] 3900
[AGENT][NEUTRAL] 2014
[AGENT][NEUTRAL] OK, so vitals on the quiento solareamosa de cuentosan sous seguro pagona parte le juncopago de scientosincuenta dolares so it mhm.
[CUSTOMER][NEUTRAL] Into sincuenta it's a uh-huh.
[CUSTOMER][NEUTRAL] Yeah and una unair socio cuenta le preunto sociento sincuenta lo guitar del do demio deo.
[AGENT][NEUTRAL] Delano pasado is some beneficio del dos miti cuatro mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] and squealer is the mil sincuenta is outpatient procedure seria milsos.
[AGENT][NEUTRAL] Um, lone los beneficiolos beneficiostina con alseros primayolose you knowloni quepoexpiales no beneficiosquetine conotro.
[CUSTOMER][NEUTRAL] No that it's.
[CUSTOMER][NEUTRAL] Senioritalando of beneficial presente el gap parapagar is a copao deino sencuenta soma orlando the los beneficios they are the the the the American public life so the reoque paralo patient.
[AGENT][NEUTRAL] And it's a momento.
[AGENT][NEUTRAL] milticuattro beneficia deintosincuenta dolares so tinel beneficio despole um comolediguacabamo de residelreclamo oi.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And toss sado.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Beta is loosencuenta teria beneficio and saddoe correct.
[AGENT][NEUTRAL] See esundre clamoel dos mile in ticuatro solos beneficios de dos milde inticuatro seban applica.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfecto and to los beneficios dean of me cinco quelo to is is to sciento sincuenta and mildoso sincuenta ants ellos milsos sincuenta Italiano.
[AGENT][NEUTRAL] Well, [PII] the outpatient quelos miosino tincuenta tto desponibly.
[AGENT][NEUTRAL] It's
[CUSTOMER][POSITIVE] Perfect. OK, yeah, OK, it's what I do and me la mola after the communica no no ok it's it's sort.
[AGENT][POSITIVE] OK, one gracias for American public life Padia.
[CUSTOMER][NEUTRAL] OK, good afternoon [PII]. I'm I'm I bye bye.
[AGENT][NEUTRAL] See you. Bye bye.