AccountId: 011433970860
ContactId: 3e31f0d2-f583-4870-a1ea-53c51760ffe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429320 ms
Total Talk Time (AGENT): 162959 ms
Total Talk Time (CUSTOMER): 210857 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/3e31f0d2-f583-4870-a1ea-53c51760ffe0_20250520T18:37_UTC.wav
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[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, say she, she, she I numer to my poche yeah.
[AGENT][NEUTRAL] Mm, OK, see, um, numero the polia in numerro telephone and casquela [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nota [PII].
[AGENT][NEUTRAL] Mm, OK, you can hand them.
[CUSTOMER][NEUTRAL] OK, this is a, a policy, a slide certificate, no, it's a number.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] Cerrolos Gurou.
[CUSTOMER][NEUTRAL] Saos Nuevedos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So docosa metano una is the scientogenase already que baptist rose quilom.
[CUSTOMER][NEUTRAL] Milk Guarino congena and the Center for Excellence in eye care.
[AGENT][NEUTRAL] Mm if process demento comunairo hereokoero.
[CUSTOMER][NEUTRAL] See seeing a see in a.
[AGENT][NEUTRAL] OK, if we goai here catarattas.
[CUSTOMER][NEGATIVE] No the cataratta the of parts or a rivadariva de de logo no way in ok and to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] El ello apar queue and the sibly.
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, meporia verific card to, um, fashion simiano de re eco re electronico.
[CUSTOMER][NEUTRAL] See the locuent says scient southwest [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, call service you.
[CUSTOMER][NEUTRAL] OK, la fecha said me, uh, I wanna, uh, work on the book. OK, reti benicinco this.
[AGENT][NEUTRAL] 7.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] OK, Paalovento de venticinco solo resimo reclamoya reclamo yeahue pagado no more retro reclamo um.
[CUSTOMER][NEUTRAL] While quality.
[AGENT][NEUTRAL] OK, re la la pequeno, so no men.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK, and, and don't say ay ayalu queen in queen mean myoque said numer nose is a querereclaacion.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Osea el el numero polia he el que querela.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's that correto relatarjeta.
[CUSTOMER][NEUTRAL] OK what er er and er quilataretase.
[AGENT][NEUTRAL] Seetapele queen.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] To a direction or direction.
[AGENT][NEUTRAL] No la direction no sotrola direction Careen latajeta.
[CUSTOMER][NEUTRAL] Ah yeah.
[CUSTOMER][NEUTRAL] OK, it's the [PII] PO [PII] cuenta, [PII].
[AGENT][NEUTRAL] OK, OK, so it's hasta correta.
[CUSTOMER][NEUTRAL] Hello buddy.
[AGENT][NEUTRAL] OK, Lito and to see the latine correcta uh wastecuandolos jama eos a verification or no lavera conejos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I last era que quemevada papa nose.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The last request, uh-huh.
[AGENT][NEUTRAL] Yeah, see, jamelo the helequeno no emo redo reclamo verificlaver numero de serfalaparen the heaverqueloconotroiqueuesta and a systemmalamorecido i gonna do that no jamara pretalo mimosimo redoreare clamo I don't know no [PII] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and to say el el el poo and numerals numero the poliza es serodo quaarios no it's a numeral.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, correct, yes, yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And to say tenguriva also he say ID noes yes and numeros the fact that the mix year group.
[AGENT][NEUTRAL] What he did get you.
[CUSTOMER][NEUTRAL] The group sue.
[AGENT][NEUTRAL] Mhm. I see.
[CUSTOMER][POSITIVE] It, it's a correct.
[AGENT][NEUTRAL] See, uh-huh.
[CUSTOMER][NEUTRAL] Yes, you know ecuadrocinto, OK, yeah, I, yeah, yao yeah rivaa I queesa ocho erono.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It says a payer ID SOS silobangamanda electronicamente queormanmente para esta class the the the beneficio que beneficioseario es mejor colombian por correore or poor factspoquenessesitamonla de lalica the beneficio so mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yes, yes, 5 oste te rese cinco no inticuadro 23.
[AGENT][POSITIVE] No problem. All it does, yes.
[CUSTOMER][NEUTRAL] OK, well perfect the way I'm at a what a problem are you OK, you don't get the new problems no see see you come on, but I mm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] See right.
[AGENT][NEUTRAL] Yeah yeah huh then see nega gomeznegacia.
[CUSTOMER][NEUTRAL] OK, OK, no, yeah, that way I'm para para parabemore.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But don't take it like.
[CUSTOMER][NEUTRAL] OK, Mua gracia. OK, bye.
[AGENT][NEUTRAL] No, no, that's.