AccountId: 011433970860
ContactId: 4082306a-7f9b-401f-9d0a-c04409358784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1528959 ms
Total Talk Time (AGENT): 295903 ms
Total Talk Time (CUSTOMER): 222492 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/4082306a-7f9b-401f-9d0a-c04409358784_20250522T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Um, I have an insurance, uh, insured on the phone wanted to speak with someone that speaks Spanish.
[AGENT][NEUTRAL] And a scratch please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm about to say, yes, you do. I'm gonna tell your mama. I guess what, your daughter said she don't speak Spanish.
[AGENT][NEUTRAL] OK. Did you get any information or no, I know.
[CUSTOMER][POSITIVE] That would be a funny phone call.
[CUSTOMER][POSITIVE] I tried to get her name, but she speaks so fast. She spoke so fast. I know her last name is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK. OK dokey, then I'm ready.
[CUSTOMER][POSITIVE] Alright, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] When I tell lacon American public life. I'm looking at [PII].
[CUSTOMER][NEUTRAL] Yes, yes, one of the.
[AGENT][NEUTRAL] Muna in.
[CUSTOMER][NEUTRAL] See the peta certa de status the [PII] or [PII] but the only [PII] and requerido.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] It's the.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] For mandar is the.
[CUSTOMER][NEUTRAL] When I can you know this.
[CUSTOMER][NEUTRAL] This is a drop informacion parapo process el resto.
[AGENT][NEUTRAL] Yeah, OK, no, OK, no polia.
[CUSTOMER][NEUTRAL] Yeah nope.
[CUSTOMER][NEUTRAL] This drink I think.
[AGENT][NEUTRAL] I see. OK, one moment please.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] For I'm a verificas of simiano directionicore electronico.
[CUSTOMER][NEUTRAL] Marso Dia de miocientoses sent cincote, you know, place a place er paso tejasieta show garcia coovajos trea roba yahoo.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, you sendbiolo documentcuomo.
[CUSTOMER][NEUTRAL] See solo on the see maybe here on quesillos and correo they send the quesillo sore.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, the heme queloque aallo la ultimacomasmosi queloque paso the moment lainia.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Gracia dance garcia residio un formulariodaria the part soros.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, yoloambian.
[CUSTOMER][NEUTRAL] No no the uno Jose automas.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And now sque processamoreclauolotimo documentomo uh no ultimomo for Mao says you know to process samosipedemos un una formularioasquelebiamo junto conna de negaion and Majo quince.
[AGENT][NEUTRAL] Mustere serious documentcuo and Mao quince. OK, so, um, ok, so quisano la ega per no sores and viamosun formulario quetineque gener eviar nosqueloqueno fartaalpareltenamoton informacion pero desalacion nola revi monoemola la firma desalas.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, quantusradi una pajina dospaino.
[AGENT][NEUTRAL] It's uh the molao Tamilopotalapa, you know.
[CUSTOMER][POSITIVE] Look man, the perfecter on those Tajinas.
[AGENT][NEUTRAL] OK, the second account online.
[CUSTOMER][NEUTRAL] See, I can.
[AGENT][NEUTRAL] You know what side.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Practically.
[AGENT][NEUTRAL] OK, so la tera el latima pajina. So serrepajina quetenia can be a la pri la primeabuo la numerodosi la numero quatrapajina canesitamo.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right for me.
[CUSTOMER][NEUTRAL] A bio.
[CUSTOMER][NEUTRAL] Yeah man the do do fajinas quetimoque your CV.
[AGENT][NEUTRAL] OK, no middles.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Formulario de queer.
[AGENT][NEUTRAL] Is this a HIPAA, HIPAA form.
[AGENT][NEUTRAL] The Sassoon.
[CUSTOMER][POSITIVE] Uh, you, you know me I wanna to obtain inform information you need to focus on those passion.
[AGENT][NEUTRAL] Uh-huh. See, I aimma is the so the you know es mm, OK, so remember, uh, no.
[CUSTOMER][NEUTRAL] What so like ay.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] like is this.
[AGENT][POSITIVE] OK, so the better.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's it's endoque it's a, uh, you know, for mullarios it's just start pay inacion and do that.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The trustspainnasport nose.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It is a quese for documento que resciojunto contro documentcuos or no aloio delta manera.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm, the voy because my facts firmadosa socas cues me and vion.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No sejama loss and bias.
[AGENT][NEUTRAL] OK, no, no, um, OK, so teja bio este que felalia Torres so la sejalo tenemos, so carresimo felalia tores perrola to no larecimos lotreclamo ok.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Quando fela ultima I canbiocumentos.
[CUSTOMER][NEUTRAL] Wonderla ultimavies uh yolos and beer and Mao.
[CUSTOMER][NEUTRAL] Aye, they come up with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's with the angle there.
[CUSTOMER][NEUTRAL] Yourombi and Mayo says.
[AGENT][NEUTRAL] I just say fulalia Torres. OK, no, the puedemo Otro for ulario ellemiamosacustenoulario.
[CUSTOMER][NEUTRAL] Amolario no but.
[AGENT][NEUTRAL] That is assumed.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Last.
[CUSTOMER][NEUTRAL] You're not seeing anything.
[AGENT][NEUTRAL] No, no more res de lalitares lo primerosivimolojo documentcuocubio loqueo got the dinoso proto el primel um reclamocabio they all show documentcuos and toes the pues lapia munalista doctor [PII] anteriormente esosilon bio diasa is a foresimo diasa.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, pero nomorecivido el el el formulario quesa un claim quetinelaressel unico recivio que nuestro formulario.
[CUSTOMER][POSITIVE] Um, well mandolooron no no rea it's a it's so fast.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the email and Bionaopa as email, OK, um, labiao, OK, a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And they could gracia they see a lot of commentingle pan.
[CUSTOMER][NEUTRAL] See en espanol espanol or.
[AGENT][NEUTRAL] Ok, see see that I'm gonna find you. OK, a moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Grapela dancia gets corre electronic.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] See per.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know they came in a month.
[CUSTOMER][NEUTRAL] Paora.
[CUSTOMER][NEUTRAL] OK, yes the number yeah.
[AGENT][NEUTRAL] OK, so the principalmentela ultima have more important quelato is queloquetamo, OK.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Osasunnadores quatro sundo illausima tamir quela irma.
[AGENT][NEUTRAL] Qua.
[AGENT][NEUTRAL] See I undo de la ultimasola majimportante canesitamos ok.
[CUSTOMER][POSITIVE] Well I got to see we will.
[AGENT][NEUTRAL] OK Lea Gomas.
[CUSTOMER][NEUTRAL] No polos yeah no slope yeah process.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And the pea gracia.
[AGENT][NEUTRAL] Then gracia.
[CUSTOMER][POSITIVE] In one gracious.
[AGENT][NEUTRAL] Yeah, you have to.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know.