AccountId: 011433970860
ContactId: 3897e46c-b3b8-41ca-b2ab-14b4004d1548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210279 ms
Total Talk Time (AGENT): 100687 ms
Total Talk Time (CUSTOMER): 113995 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3897e46c-b3b8-41ca-b2ab-14b4004d1548_20250122T18:56_UTC.wav
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[AGENT][POSITIVE] We're gonna start this.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Eases esperanza del baptos comotado.
[AGENT][NEUTRAL] Mo take it then.
[CUSTOMER][POSITIVE] Bean crushes are yes.
[AGENT][NEUTRAL] From free you know.
[CUSTOMER][POSITIVE] Ei pero bono parte del del Cambio somemo de invierno so rico.
[AGENT][NEGATIVE] It's not right, sorry, yes.
[CUSTOMER][NEUTRAL] You said I'm being
[AGENT][NEUTRAL] Cifukitoriorea.
[CUSTOMER][NEUTRAL] Coo in [PII].
[AGENT][NEUTRAL] Oh, OK. OK. But it's in [PII]? Oh, OK, I see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, same, same.
[AGENT][NEUTRAL] So let me see the recalls I can see.
[CUSTOMER][NEUTRAL] See, see, see, see, I can probe Charlo.
[AGENT][POSITIVE] That's been on it for you. That's yes.
[CUSTOMER][NEUTRAL] See mhm estavia mando inpacienteleponro de polisa.
[AGENT][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] OK, and then do cinco zero uno Ocho Uno says M A L A Ocho.
[AGENT][POSITIVE] gracias e esperanza or telephone polelacase is connected.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Seeiete Ocho says Cincocitare says 00 Cinco.
[AGENT][NEUTRAL] No extension but that.
[CUSTOMER][NEUTRAL] Uh, no, I see that.
[AGENT][POSITIVE] Perfect. Mucha graciasina.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] let me confirm your number complete [PII].
[CUSTOMER][NEUTRAL] See [PII] there's sa.
[AGENT][NEUTRAL] [PII], he used to say man of poor beneficiusia perfect.
[CUSTOMER][NEUTRAL] You know that?
[CUSTOMER][POSITIVE] The outpatients correct.
[AGENT][POSITIVE] Excellent I'm making it.
[AGENT][NEUTRAL] We are laid effectiva party del primero de lostiva.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know whether that was beneficialsante decelo they were so una verification recovertu noun pago it's just a disclaimer lapoli.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ego also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ecorre to see uh sevaserea tocheque one so tiqueri um ellutrasono in to ria saber quantin and outpatients.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Apolia cure to maximodos mediozolareallao porervicios outpatient delos coles notedalo ningono e loss just a moment.
[CUSTOMER][NEUTRAL] Oh, OK, so to aviatin those meals.
[AGENT][POSITIVE] No the making it this one that's correct.
[CUSTOMER][POSITIVE] The main kit. OK, perfect.
[CUSTOMER][NEUTRAL] OK, you may put that on on number of the reference put forward.
[AGENT][NEUTRAL] Well you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, is erraunoentidos bee venticinco.
[CUSTOMER][NEUTRAL] Is number or the reference no it's just.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] A detail.
[AGENT][NEUTRAL] My.
[CUSTOMER][NEUTRAL] Hello [PII]. OK, OK, no, no, no, it telling ballet in tosetenga when the aquida unplacer.
[AGENT][NEUTRAL] You bye.
[CUSTOMER][NEUTRAL] OK, tell Lugo [PII] bye bye.