AccountId: 011433970860
ContactId: 40f40015-c59c-4a87-9bd9-4f80a58e5d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1205630 ms
Total Talk Time (AGENT): 377916 ms
Total Talk Time (CUSTOMER): 687468 ms
Interruptions: 8
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/40f40015-c59c-4a87-9bd9-4f80a58e5d23_20250527T17:07_UTC.wav
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[AGENT][NEUTRAL] We want to sell this.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] They're
[CUSTOMER][POSITIVE] And so the hard. Oh no, no, that you get the line all I wanna start the thing like you so.
[AGENT][NEUTRAL] We gonna start this.
[AGENT][NEUTRAL] When I started this, you know, come on you the other way.
[CUSTOMER][NEUTRAL] See the soyamando porque umelotrodiaye paraver claim me me who is [PII] conos [PII] dia [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I lay la croquenosta correcttacommo on the pos claim for quemetopagamicas get me.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] OK, that means I won't be.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Elumelo de queer one Poliza.
[AGENT][NEUTRAL] As cert.
[CUSTOMER][NEUTRAL] See Cerrodosos res unocinco tres.
[AGENT][NEUTRAL] P.
[AGENT][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] Escriberraros a pronuncia is L A Sate espinosa.
[AGENT][NEUTRAL] pi.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it?
[CUSTOMER][NEUTRAL] Um, those [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] But I but I yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] To access for verification information in a key is the name of the information incorrect on a system.
[CUSTOMER][NEUTRAL] Come?
[AGENT][NEUTRAL] Momente e um the informal system.
[CUSTOMER][NEUTRAL] See, it's getting
[CUSTOMER][NEUTRAL] See lo que paso this inquesamente mijopa and laturaoya yame um uh orita uh is the comose yama as the momentos to bemosablando concho medicines the vial number de la ultima persona con que yo yamele condoes de la compania the I IPL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Porque this a porqueo is in a mijoillopo on the the jeta and you see this is family.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You may say medicine I don't care he's supposed to mental nostava pero that's the antetava conti.
[AGENT][NEUTRAL] Internal.
[CUSTOMER][NEUTRAL] I say yeah you know this is family.
[AGENT][NEUTRAL] Correct, I see, an effect of OK like overtura just says here in Conapele is ertura familiar, uh, is to include a care dependent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bajolapolia.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, a sineargo effectivemente noveo animasqueosteriosoposo and a coverturale laser remore just mess.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] See el el bierne see yo yeah yeah man you see you the same que see you the same que me hostaa.
[AGENT][NEUTRAL] Mhm. Please select
[AGENT][NEUTRAL] Correct the starts in embargo nomoscorer inform information queresalde electro queso starting uh natura solar mainteno apar inform information suyo it poso senoraspinosa retique contactar no aussotros.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Performacion.
[CUSTOMER][NEUTRAL] Nintendo and they favor is the
[CUSTOMER][NEUTRAL] Uh, can, can, uh, I mean, no peron a medierronneos querecadaralosato de la persona like the yo lava que quenete cao number numbers.
[AGENT][NEUTRAL] The number is Otto.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEGATIVE] I elboro or the gente or was it like a preten porquebana is a pooque mesoquenita.
[AGENT][NEUTRAL] Uh la espanol espanol so it's a contest contest.
[CUSTOMER][NEUTRAL] And then, OK, pero porqueras insisting in ques see logosaque no it's a now er no no mana de que.
[AGENT][NEUTRAL] Noise
[AGENT][POSITIVE] Lo queso en espinosa esk um ostejamoaqui and exetamente uh benefits in a car.
[CUSTOMER][NEUTRAL] And the esos.
[AGENT][NEUTRAL] OK, bueno benefits in a car segurotiformation use less than er er ques you send informationin embargo aust in quemianos anosotroses informacion biassijo er benefits in a car austa maintaining bioses informaciono sotos benefits in a car tropodamos include suijo ellatura sins.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] they just comic contestant rapid ergola yam cho persona ayamara.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ice loss rares or quetatodio as the sla palabra queerrado for questreesquier so ento yo ya miss this information and do entre entre APL is the even if it's in a car mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cla
[AGENT][NEUTRAL] Lose benefits and of course the recollectar to informacion de la covertuososos en quieros and assotros as informacion paraquepodamos include noest system conqueer conformque and see you know no informacion de laturajuntosos.
[CUSTOMER][NEUTRAL] And endo. mhm N endo.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, la peta que tengu eso este is so er lo que la la la cuenta and linea it may say apeido logo or member ID not policy number necesito nomero de mien bro alteria.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Tororoteli el seguro sociel de la persona principal and and la polinasecaoposo.
[CUSTOMER][NEUTRAL] And then it's pooseria.
[CUSTOMER][NEUTRAL] Larapola quenoquesarlo esquenoloubreform desillo meat meda come on come on come on come on not no tenerque.
[AGENT][NEUTRAL] Nestro systemtro system seguro you know oa la la er elitpiacomo secure punto. I am a public punto es es un system quesegulo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See no kea and the Adisa this is on a compantamen seguro pero I mean queo proportionalos queer tea uno lepienza pero er lumero the member ID comoquera no er questa tata po is not policy numberliaesseriamoquera arse and numerria.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh no, no.
[AGENT][NEUTRAL] in [PII] venue is [PII].
[CUSTOMER][NEUTRAL] Tell me the name.
[CUSTOMER][NEUTRAL] Let me que.
[AGENT][NEUTRAL] Carlos sero venue.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Tress Ocho Beninco.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sere Carlos Cro Nueue resochodocinco.
[AGENT][NEUTRAL] Correct, intensen is a senna er loo loquepare when the [PII].
[CUSTOMER][NEUTRAL] Yeah this is corner and tendo.
[AGENT][NEUTRAL] It solamente que tenemostamos sociales esposo moss is paramente que la persona queando la cuentel line a momento is la persona que esque circa [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And then it just
[CUSTOMER][NEUTRAL] Centodo no no no no, OK, when you go to see a 10 poqueno nomero OK and loud rap or sentences bueno they he un one no que ok wecommonic Carlo poos paraque you know on the po I'm in mesanando complete ok.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah you may you may instead nolo yeah trays you know no no just take okondo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Why now?
[CUSTOMER][NEUTRAL] You wanna also?
[AGENT][NEUTRAL] See you start singing.
[CUSTOMER][NEUTRAL] OK, I, I use a a home and the, the, the, um, the benefits in a car on the porque medi que que quelogao de mijo when the start medicine goqueque.
[CUSTOMER][NEUTRAL] Also I mesanan information differente angle so or a work phone and say yeah a lot those like miss my information is meue you that.
[CUSTOMER][NEUTRAL] OK, buenos stato senorminoresca and a car unalliagravadacommos encuentra.
[AGENT][NEUTRAL] When I started the fracasa la sepinosa Francesca alpareer er sui de loido ella polia alparecero quenosineargo legslicabala senor spinosaquenaments no morosevidoer.
[AGENT][NEUTRAL] I informacion dearest system.
[AGENT][NEUTRAL] A lenallaviendocinego not tenemosnavina.
[CUSTOMER][NEUTRAL] OK then
[CUSTOMER][NEUTRAL] OK, let me check your la cuenta.
[CUSTOMER][NEUTRAL] you hosts.
[CUSTOMER][NEUTRAL] Conquer.
[CUSTOMER][NEUTRAL] Oncogen temporal trava house I mean poo travaja cons superiorte trade.
[CUSTOMER][NEUTRAL] Yes, and then equally is the uh see see the medio ques see no encuentra conmigo presented perosi blarle le la yeah.
[CUSTOMER][NEUTRAL] OK, this seques process press resante polia de la compania Joan la lineaments to comunayama the trio quatro way linear ella linea yeah.
[CUSTOMER][NEUTRAL] Marcos, let's get squeacion.
[CUSTOMER][NEUTRAL] OK, 83.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no, nouchas verba. No carino esqueviseque or I know I you know.
[CUSTOMER][NEUTRAL] Yeah porque cannot.
[CUSTOMER][NEUTRAL] I know, just.
[CUSTOMER][NEGATIVE] It's sao yo loquese metambienosisolociono pue I uh uh I manera like you do in a seman deformacion.
[CUSTOMER][MIXED] problem is er companerass organo OK but people power gracia.
[CUSTOMER][NEUTRAL] But it's supposed to call you carte o tress resochocincoiete trentaos per antonio is supposed to standa del Mara depoa no con is it el they get Mara cuatro er venue resve on drink.
[CUSTOMER][NEUTRAL] Ah, peron perdon says it's nomero. I know, and the lumero cat and she was quattrosoueven nue says trese quatrosiete elestan linea pero rosip no no no [PII].
[CUSTOMER][NEUTRAL] Three ways you know and yada.
[CUSTOMER][NEUTRAL] And then pamos are repasar problem itmosunayama paratras, OK, OK, yeah, see porqueaserralearaa connoso detoy medicine quere goos mesandiendo APL mesao que the manda de mijo sara medique mijo de tenerlo I use the loomo.
[CUSTOMER][NEUTRAL] And so is it OK, yeah, yeah solo.
[CUSTOMER][NEUTRAL] Edi. OK, gracias, bye. No kidding quetengamundia ambus it was mented auto gracias.
[AGENT][NEUTRAL] Alas.
[CUSTOMER][NEUTRAL] No, I see the echoes the lagota preunta estera.
[CUSTOMER][NEUTRAL] Uh, paralo quelos doctoress primarios are cornea mandando me una electronico, uh, condoses pre pediares primarios porqueo aita recientrola website I it pogo esa information perda pediassid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the cassa Belaitta ella partabajole uh on website to [PII].
[AGENT][NEUTRAL] Usainiae I used to evapolos provedores and suarequetravahan bala the multi plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Intendo pero lo que questa click cando quere perotiquesbus cando memandapediara pregenlopediara the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no memanda pedia is the the the primary care for the primary care isoquebus cando paramijo pero pediara in amanda pediaras. I mean amanda primary cares pero doctoralescom paranosadultos no parasitoque specificae para paramio ques de la.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Med pediatriaisa and Berni.
[CUSTOMER][NEUTRAL] Medical pediatrict.
[CUSTOMER][NEUTRAL] Uh-huh. The medical pediatra and and generalal or and perdon and and primary care and, and without primario.
[CUSTOMER][NEUTRAL] Pero memanda pedia sima pediara er paralo see.
[AGENT][NEUTRAL] So here is.
[AGENT][NEUTRAL] El elpediara es unidades medical specialista cas in cara in uh revisa los ninos condo condosan pequenos um.
[AGENT][POSITIVE] It's on special no noes on me. It's on special quetienne.
[CUSTOMER][NEUTRAL] OK, necessito necessiteria.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] the the cu primario Jose Joseloque mesacomo pero pero perreal no long cuento perque [PII] muchos pediatras pero mediciakimire I get.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] lamente equiros you know uh espinosa nono multipla multiplan is like compania le rinda er differentes seguos medios commosos.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] They don't know, so there are no sum of multiplan Sostravajamos bajo bajolarede multiplan.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] part el line tele and unalists in aria comunicaos mediosamente in specificatipo de servicioes necessita.
[CUSTOMER][NEUTRAL] Oh, I just got I can drive on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no queso. OK, we're not last, we're not, uh, and the questajo single investigandoca gracia.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, yeah pro comunic claim and the leu bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] You want me like.