AccountId: 011433970860
ContactId: 39e8928c-2280-4c26-a2bb-41d72159f737
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589280 ms
Total Talk Time (AGENT): 203864 ms
Total Talk Time (CUSTOMER): 262879 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/39e8928c-2280-4c26-a2bb-41d72159f737_20250602T13:31_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Gr[PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, see what I yeah.
[AGENT][NEUTRAL] yes you that.
[CUSTOMER][NEUTRAL] Er[PII].
[CUSTOMER][NEGATIVE] He come on no me no my name my fine er just a yam mando for just see me so like an hour of power then in post.
[CUSTOMER][NEUTRAL] And don't say they.
[CUSTOMER][NEUTRAL] Uh, like down and that don't be the semino wascia the on like the annopasado.
[CUSTOMER][NEUTRAL] They are bringing those sores are in a they don'tmaa.
[CUSTOMER][NEUTRAL] And don't say er you dialing for my they.
[CUSTOMER][NEUTRAL] For secondaria and it's a momentojo in ari and Julio primero the bendicoato pania canbio de budo.
[CUSTOMER][NEUTRAL] Perino roo.
[AGENT][NEUTRAL] OK, was the service at your home.
[CUSTOMER][NEGATIVE] And yeah, this is terrible, yeah, you got an answer.
[AGENT][NEUTRAL] Mm, with the abbeybi I don't reclamostening informacionosear no.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You're not here and again from here on the second and it's the cancel I'm Miami had a uro secondary.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and to lo que podemosa said the heme verdale informacion morecivio argureclamoso. OK, primero de hemeipoles informacionestaa okpo numero de polisa you numer telephone caso de quela jamase connect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Numeral deposa that's aitaval numeral polia.
[AGENT][NEUTRAL] Yeah yeah it's sister Li[PII].
[CUSTOMER][NEUTRAL] Yeah, uh, CC come on up, when a numeral policy a key and ID.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Does ochanan cuadolos.
[AGENT][NEUTRAL] Um, no, numerro de nuestra polisa de pele.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Ah yeah I I don't I beone me it's a bolaqui tengo erolo.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, I mean, thank you.
[CUSTOMER][NEUTRAL] They say
[CUSTOMER][NEUTRAL] I say, yeah, they say.
[CUSTOMER][NEUTRAL] Euula Eleuula Ocho.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Nombre la polio.
[CUSTOMER][NEUTRAL] And novela polia.
[AGENT][NEUTRAL] In nombre and la poliza nombre deo de la poliza.
[CUSTOMER][NEUTRAL] Why not?
[CUSTOMER][NEUTRAL] I mean when it is 8 on Saturday.
[AGENT][NEUTRAL] Moment.
[AGENT][NEUTRAL] In merijoqueido.
[AGENT][NEUTRAL] Just 10.
[CUSTOMER][NEUTRAL] El la la o.
[AGENT][NEUTRAL] No, those 10.
[CUSTOMER][POSITIVE] Bonsa.
[AGENT][NEUTRAL] E.
[CUSTOMER][NEUTRAL] And milk called San.
[AGENT][NEUTRAL] They have poinzana.
[CUSTOMER][NEUTRAL] The come comeana.
[AGENT][NEUTRAL] Co[PII].
[CUSTOMER][NEUTRAL] Call me Sa[PII]Call me Sa[PII]Call me Sa[PII]Go.
[CUSTOMER][NEUTRAL] Call me Sa[PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, se[PII]oveo uh in is pale informacion Ute puede uh jamara senor Gonzale but at at um authorization.
[CUSTOMER][NEUTRAL] May it.
[CUSTOMER][NEUTRAL] My head is to say que to Gonzale and redo.
[CUSTOMER][NEUTRAL] They are not boiling you have no ok the land you so like yello but for a gun and joy so I use them in so.
[AGENT][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] OK, Loicocapo ando momentos um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] OK, nothing more, come on.
[CUSTOMER][NEUTRAL] I didn't get it yeah I mean it yeah I'm maintaining it so nosebo cavido esta I confusion.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, but I say go can you now.
[CUSTOMER][POSITIVE] Yo can be a man that don't me that on my own right pero tremendo.
[CUSTOMER][NEUTRAL] So you know me speak about capasaovano.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the problem must be people.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. See, and and it took us on on my tena ja[PII]nd the reclao sotros is no long invia okorabi um no pole is the repoque novela.
[AGENT][NEUTRAL] Locolepoque um stea nostrapajina web and I am[PII]The web is I [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] call.
[AGENT][NEUTRAL] Dona claims and forms aare formularioque authorization to disclose information tanninglegen pangen nombres authorization to disclose information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Um, eldiaquejama, um, Jenna, uh-huh.
[CUSTOMER][NEGATIVE] I put it wrong.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Don't allow out right I'm being for yam man alone in Mi[PII]ike come and don't say me she prepare instead of.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Coreto esseria lovesquetendi endo momentopoquecommonole puela inform a funlapolia seria loque pueda cerreneo momentosconosie genre clamo que pasos in a process samosinemo process co[PII].
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Um, I, uh, nueva mente, uh, sciere ala nosotros mass desue preunta pore reclamo or chiquerasinotro recimosa reclamo tenriaque um decilao poo que gne el formulario toriacion to disclose information illovi paraqueno so tengamoja to parala conuste ok.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] Yeah, OK, but that's a let, yeah, I'm gonna eat. I, I be the boy I can I can panquela don't have any they had I mean they do not have what to say where I where I don't see a Miami where all for information but like it and don't say basic pro.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See Imole hello noni and a moment to Jameos pero de espressoorav suede uh Irano strapajinae generese formula.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah like formulario is the yeah I can be online.
[AGENT][NEUTRAL] It's OK to sipue de Janare formulario.
[AGENT][NEUTRAL] Uh, no, send me online, uh, alta donde via el formulario to informacion de dondeviar, OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, OK. I mean.
[AGENT][NEUTRAL] The blood when on the budget then I comment on.
[CUSTOMER][NEUTRAL] But my.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm you got no, yeah, for I mean is in Maharash.
[AGENT][NEUTRAL] Nona Gracia.
[CUSTOMER][NEUTRAL] Yeah.