AccountId: 011433970860
ContactId: 39368dfa-a3d0-4443-8f9e-7d67ffc658f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 757260 ms
Total Talk Time (AGENT): 387075 ms
Total Talk Time (CUSTOMER): 289096 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/39368dfa-a3d0-4443-8f9e-7d67ffc658f7_20250203T16:40_UTC.wav
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[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Good that one of the although I don't know.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Mo.
[CUSTOMER][NEUTRAL] This is no red on.
[CUSTOMER][NEGATIVE] Unnaomo and a la cuenta bande me sore um unas um.
[CUSTOMER][NEUTRAL] Um, and also a un claim queeralac you know have to one is a piercelode no seal of complete.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the local pharmac.
[CUSTOMER][NEGATIVE] See the city not just safe.
[CUSTOMER][NEUTRAL] Una steel de Lucas.
[AGENT][NEUTRAL] and so on.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK, so Moseri necesito verificacion that for simmento direction in er telephone.
[CUSTOMER][NEUTRAL] See the [PII] the telefono just say does abuo say quatro uno res una.
[AGENT][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] Queer is [PII].
[AGENT][NEUTRAL] In
[CUSTOMER][NEUTRAL] Oh no, the [PII] which are not the moment the permitting in quality [PII].
[CUSTOMER][NEUTRAL] No, also we done it in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Incorrio is is
[CUSTOMER][POSITIVE] At the city I like who punto is.
[AGENT][NEUTRAL] Would you guys said.
[AGENT][NEUTRAL] Claro [PII] but uh know that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Stenosis and the enerrolo sing info processaldire in the.
[AGENT][NEUTRAL] I'm sorry, I know.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] Me notification parts for that uh.
[CUSTOMER][NEUTRAL] See er er er they click a specific caos you know they say it into account it one sta um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. No.
[CUSTOMER][NEUTRAL] So the the the cao Tatiana er meal and then claim numberingscho don.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ey, so I said er mefiguramocommoque the claim is the er the loan the cumalor the quail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's queer duplicado and a probeamos in it it's not.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] See you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it
[CUSTOMER][POSITIVE] It implement this.
[AGENT][NEUTRAL] Uh, is documento quenosiso you got the uh er you know the neroenormoelli undo ok.
[AGENT][NEUTRAL] Quentaspainania el locomoduceloloto deloquent.
[CUSTOMER][NEUTRAL] Una unahia lava to this page one the one.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] See if Joseloo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he dimensional tradition.
[CUSTOMER][NEGATIVE] But it's not gonna be anything like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The cerviio primero de losinticuatro red coat cuatro sincuenta esta que ellos ervicio cerraliaron Durante unaergen visa loan.
[AGENT][NEUTRAL] Elseo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, there's a tuna esto indi can also throws es el motivo queer la.
[AGENT][NEUTRAL] Uh, it's just codigos no no no no coosque represent an elmo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You diendo.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] And does
[AGENT][NEUTRAL] See, uh,
[AGENT][NEUTRAL] But not communicles or the diagnostic moda no los codos estosque including the document porque el rep code is is is a revenue code significa er in a documentcuo.
[AGENT][NEUTRAL] OK, you being.
[AGENT][NEUTRAL] parte de los pitaeano aija la lame repco cuatrosincuentas in is so servicio for resodrante ovajola ellare conoidacommola emergenc or the the leo serviciostamente starvien.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Easy well say stress is a revenue code is unodioqueuplisa paraer comoque administration degua medicine and a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lugo los lossamientos and procedure a key.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Elisamos.
[CUSTOMER][NEUTRAL] Pediasamento.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] See prosemento.
[CUSTOMER][NEUTRAL] The of.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so we had to fur.
[CUSTOMER][NEUTRAL] A shooting and then you don't know.
[CUSTOMER][NEUTRAL] You think in the
[AGENT][NEUTRAL] OK, no sindodo again there is a procedure code.
[AGENT][NEUTRAL] Sibeque er la parte Greece parse revenue repco procedure illegal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A Ufe at to be seated description of a right.
[AGENT][NEUTRAL] In this in a rectangle lo questa alas I usedonido line foracion del tratamiento estaan.
[AGENT][NEUTRAL] But aha
[AGENT][NEUTRAL] Corona tua is a usuvirauesto a a retamento de fratua or tamento porolo de cavia or tamento pur.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any cantor decavia no specific opero por fractuai and tossarianosotros and motoral Tatiana reevada a los pilesia is porqueo so frio univ in pele provo fratura.
[AGENT][NEUTRAL] It sufficient process.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, estodiquelos codios de proseento los procedure nonos indica nootros case exactamente lo que recio and estaber.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Preo a no mentalists in your morisque por el quelos er noise information sufficient determinal entomomento emergency.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Inclusive condo the consultative study is a case in
[CUSTOMER][NEUTRAL] is the ambulance.
[CUSTOMER][NEUTRAL] OK, I say there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Uh, no, no, no, El Porla transportation is no is no.
[AGENT][NEUTRAL] Noise is inside of you.
[AGENT][NEUTRAL] communication lab a city and mola.
[CUSTOMER][NEUTRAL] So it it's a uh, on its connected to it all I don't call on on on punto on the costing of apes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Larosino they there's nostomarcodigos the diagnosico verbalmente it's imposs.
[CUSTOMER][NEUTRAL] And the second day.
[CUSTOMER][NEGATIVE] No. OK.
[CUSTOMER][NEUTRAL] No, solo solo poo poo no no avios.
[AGENT][NEUTRAL] Cross.
[CUSTOMER][NEUTRAL] 1919
[AGENT][NEUTRAL] Sipegaosos prose and police clam.
[CUSTOMER][NEUTRAL] No, no, no, is one of the commission alta oh you know the funding.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] In in todo cassarilo unicoitamos loqueo de lore clamoser anteriors and lilo lo uno quesamo solicitano estamosasita para prose el processamento is el codigo denososlooitamos moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Well, in that, yeah, I love so er the poo.
[AGENT][NEUTRAL] No, no not the name.
[CUSTOMER][NEUTRAL] I think I think.
[AGENT][NEUTRAL] No, no, no, no one affecting the information.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yue process or no yeah.
[AGENT][NEUTRAL] No, no, so yeah.
[CUSTOMER][NEUTRAL] It's a it's on a plan for.
[AGENT][NEUTRAL] Ego.
[CUSTOMER][POSITIVE] OK perfect and.
[AGENT][NEGATIVE] Tastes use the galesaberque esta tratadosomelas in embargo lay queen jar is incompleta iquesusseguro esta solicitando eligo de diagnostico.
[CUSTOMER][NEUTRAL] They call you then.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's a
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You want A.