AccountId: 011433970860
ContactId: 3a2e71aa-fbd6-4c86-bf4b-193b674beb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484480 ms
Total Talk Time (AGENT): 218318 ms
Total Talk Time (CUSTOMER): 194476 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3a2e71aa-fbd6-4c86-bf4b-193b674beb90_20250203T23:28_UTC.wav
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[AGENT][POSITIVE] Gracias me I'm at American Public Life [PII].
[CUSTOMER][NEUTRAL] [PII] so [PII] is the man for no lapaina resist Iraque proveor pue is um but um para carcita.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's no de decime a cappingo los tatos peroningguo desos loso.
[AGENT][NEGATIVE] OK, you're in no polia.
[CUSTOMER][NEUTRAL] Not the about how you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No matter the polier of andinco.
[CUSTOMER][NEGATIVE] Ochocinco errodiinue.
[AGENT][NEUTRAL] He's sofanasiento portal.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] My reionic or electronica.
[CUSTOMER][NEUTRAL] The scientos in [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] No cuatro cinco cinco.
[CUSTOMER][NEGATIVE] Ecor electronicoes and a maria is a punitres.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Gracias yes is an apoliaddental.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, so inestapolisa, um, [PII] provedores enosapajina the web, um, loqueuearealalquierdentia porque la polisa queerdentiansuaria osierunalista to viraia barco and um Carrington it numero de telefono de yoso de pueendarunalista de dentista sensuaria.
[CUSTOMER][NEUTRAL] OK, the name for it yes.
[CUSTOMER][NEUTRAL] Proportionary no matter the telephone.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, call it.
[AGENT][NEUTRAL] So no telefano I said um [PII] scientos.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, era [PII].
[AGENT][NEUTRAL] Sisin on dentistamentetamilo puede usar porquesapolisa queer dentista.
[CUSTOMER][POSITIVE] That is love.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Bueno eskinoses cuantolo de la Covertura or Cesco payment or no exacttamente.
[CUSTOMER][NEUTRAL] OK locura.
[CUSTOMER][NEUTRAL] It's a polia.
[AGENT][NEUTRAL] OK, they had a visa.
[AGENT][NEUTRAL] OK, so it's a poli um, um, dui sincuenta dolares Siva servicios preventivos nolotine que pagar los evisosancubiertos ascien porciento um as a quiento olareporanos loque mascure la polio on quiento dolaresses servisio basico and uh-huh rano sun servisio basico and nootro desepagalosincuenta lare de do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For I
[AGENT][NEUTRAL] Lapoliapagaogena porciento use says responsable for el veinte porciento.
[CUSTOMER][NEUTRAL] It's the queue and that is informacion por correo for forward.
[AGENT][NEUTRAL] Uh, lepo and foieto per no no ceola Covertura, um, she says trata the registr and a pajina nosotos I said I am a public punto contamiquere revisa poco la la polisa.
[CUSTOMER][NEUTRAL] Peron nosecommocarla porque no me para tengo quemeter me that in no register.
[AGENT][NEUTRAL] Um, so Lapajina de we delio is I am a public bound.com.
[CUSTOMER][NEUTRAL] Mm oh they they come.
[CUSTOMER][NEUTRAL] You for.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Aye.
[CUSTOMER][NEUTRAL] See wala querio yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see, so it's [PII]. Yeah, mano derechale is a um sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a quereisacomnovo user.
[AGENT][NEUTRAL] You must premier individual.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If I wanna swap pay you though.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm. So numerousseguro Social.
[AGENT][NEUTRAL] Ela peo comolomola tarjetaque um Sanchez unpaio Hernandez perocommon nocavel a olaitta and to no puedeporeo so I said um [PII] on espaio Hernan.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Hernan, OK, so there's no cover it's all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The mm.
[CUSTOMER][NEUTRAL] But paralos numerospi theosa novapen of the poliao esostatos.
[AGENT][NEUTRAL] No, no, no, no numera de poliapi numeral seguro Social.
[CUSTOMER][NEUTRAL] OK, when all the way in and that we uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See a number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See how this could be.
[CUSTOMER][NEUTRAL] See, continue, continue.
[AGENT][NEUTRAL] Um, concor electronicocused talevaped yestolo que necesita Pareistar.
[CUSTOMER][NEUTRAL] But yeah over latura queen.
[AGENT][NEUTRAL] See mhm you recomendo que baa una visita anual ai esacubertos uh sorciento is esita travajoue unestimad laicina el dentista [PII].
[CUSTOMER][NEUTRAL] OK, for the moment repetit is the la la cortura quevicho orita.
[AGENT][NEUTRAL] Mhm. So the docuenta dolare.
[CUSTOMER][NEUTRAL] For all
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] No ervios basicos um la polia deponedu des in cuentaolares pagaogena porciento.
[AGENT][NEUTRAL] You said responsible for the porciento.
[CUSTOMER][NEUTRAL] They so.
[AGENT][NEUTRAL] Um, mhm.
[CUSTOMER][NEUTRAL] In the.
[AGENT][NEUTRAL] CS unserviso preventivo communallipia um locuredos deesalano asciorciento.
[AGENT][NEUTRAL] You know masque cure la polia on quientozola resorano.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And Don says for they can employer see agaro la dolinpiesa.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] El.
[AGENT][NEUTRAL] Yes that's missus. Mhm.
[CUSTOMER][NEUTRAL] Perroeso tambien is the.
[CUSTOMER][NEUTRAL] The carlos quiento dolare or no?
[AGENT][NEUTRAL] I see. Mhm.
[AGENT][NEUTRAL] Closs in Covertura mhm.
[CUSTOMER][POSITIVE] OK, and that is all good.
[CUSTOMER][NEUTRAL] OK, does it just a full payment, the the mask.
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] The cigarrotracosao.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, bueno cha gracias [PII] dear.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Quepadia gracious about American public life, uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What am I
[AGENT][NEUTRAL] OK, when I'm