AccountId: 011433970860
ContactId: 3a34ec94-9c96-4b95-9f53-932d03f09a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 774039 ms
Total Talk Time (AGENT): 289517 ms
Total Talk Time (CUSTOMER): 328588 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3a34ec94-9c96-4b95-9f53-932d03f09a9d_20241230T21:23_UTC.wav
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[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Gray.
[CUSTOMER][NEUTRAL] I went on Saturday you think you see money yeah we have the I see the numeral my ID is group of.
[CUSTOMER][NEUTRAL] Unocinco cure.
[AGENT][NEUTRAL] OK, al numero de polia certificadoalvestavajo and latarjeta.
[CUSTOMER][POSITIVE] Yes, it'll be your way.
[CUSTOMER][NEUTRAL] Epolia.
[CUSTOMER][NEUTRAL] Outpatient is herolocinco cinco.
[AGENT][NEUTRAL] I see, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Saw.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What we.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Molina Lazaro O.
[AGENT][NEGATIVE] OK, gracias, they gonna say almost dead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII] de mio esciento the same tires.
[AGENT][NEUTRAL] OK gracias, a very verallarexion de la casa.
[CUSTOMER][NEUTRAL] Unota say cinco cinco.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] reso [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, grasses a tambienco is in the telephone.
[CUSTOMER][NEUTRAL] See the way I see the meina if you tell me mata nolo log.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So mucho mucho cloudy mucho cold.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] They.
[CUSTOMER][NEUTRAL] And numerous Oo says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pressinger.
[AGENT][NEUTRAL] OK, Gracias.
[AGENT][NEUTRAL] I know the name was in the email [PII] on email and sequenta.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, gracias.
[CUSTOMER][NEUTRAL] Even
[AGENT][NEUTRAL] Let's in.
[AGENT][NEUTRAL] OK. And what are your daughter?
[CUSTOMER][NEUTRAL] On the sapagos.
[CUSTOMER][NEUTRAL] They see.
[CUSTOMER][NEUTRAL] Mposa ap apia.
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] Wait you how long?
[AGENT][NEUTRAL] For therapy.
[AGENT][POSITIVE] See, I beneficials for therapy and physical depended the.
[CUSTOMER][NEUTRAL] Give me a
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, for a time now in la poliza Mario.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] There you start.
[CUSTOMER][NEUTRAL] In example
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No 6 Atamente o elro de la polia.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Be me I'm on the way.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] They don't say on the hour.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APA OK, man, I think I see you I think post and linear.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] OK, why not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Its que que seguro me compensara and loo loqueo yolouda banda sericalo loud.
[CUSTOMER][NEUTRAL] Hey you take.
[AGENT][NEUTRAL] See, see, OK.
[AGENT][NEUTRAL] Nose porque el provedo de queer a discinque nova mandarum reclamoneotros.
[AGENT][NEUTRAL] Alosepta. OK. OK, that a certain reclammo.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] But then was reimbursae.
[CUSTOMER][NEUTRAL] OK, I get lomoto or me.
[AGENT][NEUTRAL] And this is, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The Pendo de la Seguin's principal porqueistan submittiendo los relamos.
[AGENT][NEUTRAL] Uh, Konki and Stella it's principal is Cigna, Ahmed, Aetna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ahmed, OK. CA is done.
[AGENT][NEUTRAL] Prosciandolorilamos unouruno.
[AGENT][NEUTRAL] Guerreclamo unoruno and those porehalosi alo fi porterapia a year.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Lauren's principal processor Reclamo.
[AGENT][NEUTRAL] Fuede mandala Informacion display de a deigna or Amed proceil Reclamo.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So Armandos.
[AGENT][NEUTRAL] Mhm. Mandaloonotrosipodemos reimbursares.
[AGENT][NEUTRAL] Uh, a requirement.
[CUSTOMER][NEUTRAL] In you know in in in you know like a like a.
[AGENT][NEUTRAL] No, say aotracosa de la faina portapia.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Porque sri podemos oper on 3 way only the [PII] italdes con queso.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] It it's me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See porque is mail porque A seen in to documentcom documento sit to sit tamos.
[CUSTOMER][NEUTRAL] Got them
[CUSTOMER][NEUTRAL] See about the name.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] No, you're able to say congu so you put that status.
[CUSTOMER][NEUTRAL] you to come over on the.
[CUSTOMER][NEUTRAL] I, no, do you think it was delayed for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] and poststavien nosereupe.
[CUSTOMER][NEUTRAL] Mm see Marjoy uh no, no, no, no, no, you know, you know Marque appointment.
[CUSTOMER][NEUTRAL] I think they were going.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And Marco.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean unvajoga you know power copagos gapel linea porquelos gap.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No loss, no, no, no, not to manga.
[CUSTOMER][NEUTRAL] It's loqueno peoandio but it's loque usalmente que mosa recio you says when rear malega or sequenta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You say lamando billa or relamando repos.
[CUSTOMER][NEGATIVE] No, so there's not the the gap enor but is it locate no no no not for my in the gap and no no lemos pay on to gap it's look at the face.
[CUSTOMER][NEUTRAL] Hey, how you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Per permiso yo uh ape ele connaiurs in sesitto prear um sgapagalos provedores silos provedoresasen los relamos and queen no vano said reclamos the gaps is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yeah, that's it's correct mhm.
[AGENT][NEUTRAL] OK, OK, so is separating d unas facturo detaadas concorticos de diagnosticos.
[CUSTOMER][NEUTRAL] Pera mhm era mhm.
[AGENT][NEUTRAL] See preparedness.
[AGENT][NEUTRAL] Necessittamos, cortico diagnosticles.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I for.
[AGENT][NEUTRAL] A porcarasechoueidad Laformacion as Senora Rodriguez.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To look and it doesn't know that the tratamiento.
[AGENT][NEUTRAL] For neotros neotros papagamos, um, teas in los reclamosal proveor perosino to step in.
[AGENT][NEUTRAL] That algo con los cargos provientoi prohibis de diagnostico um corticos de diagnosticos A is put in a er lamopodpo demonstrate and bursars.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See and this is a pue lata uniaue oklos therapios terminal la lotta solepola note smotelopopo scienter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and does this quando a regresses the dharacion.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] He's in it.
[AGENT][NEUTRAL] This place, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I can see almost dead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] Gracias for.
[AGENT][NEUTRAL] Um, are you there?
[CUSTOMER][NEUTRAL] Hi, ma'am.
[AGENT][NEUTRAL] Gracias.
[CUSTOMER][NEUTRAL] and like I said that's ultrado that's the nego.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] It's on.
[CUSTOMER][NEUTRAL] So much.
[AGENT][NEUTRAL] OK, dan pharmacion the the theapia ittambienneitamus delexplicacion del beneficis de la Seguins principal, OK.
[AGENT][NEUTRAL] Oh [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mucha grass.
[AGENT][POSITIVE] Be well man I said gracias apele bye.
[CUSTOMER][NEUTRAL] OK gracia.
[AGENT][POSITIVE] Mhm, good stuff.