AccountId: 011433970860
ContactId: 437b3a34-b8de-41f6-aed6-031bf63a4ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343040 ms
Total Talk Time (AGENT): 129028 ms
Total Talk Time (CUSTOMER): 102431 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/437b3a34-b8de-41f6-aed6-031bf63a4ef5_20250429T21:23_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When I tell the gracia.
[CUSTOMER][NEUTRAL] See, when I start is they get everything a person are you rather be on the persona can you not that on me.
[AGENT][NEUTRAL] 10k. I'm sorry.
[AGENT][NEUTRAL] You know conque doctor.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] See, can put you that as a.
[AGENT][NEUTRAL] It's a coronaita con doctor doctor.
[CUSTOMER][NEUTRAL] Mm, nothing with your doctor tell me I said one is ellepe.
[CUSTOMER][NEUTRAL] A L.
[AGENT][NEUTRAL] Umbrella you numeral telephone cakela jamase connector.
[CUSTOMER][NEUTRAL] Cera Dulce Magos.
[AGENT][NEUTRAL] Mm, OK, numer telephone and calama connect us you mangos.
[CUSTOMER][NEUTRAL] Uh, rescuatro reisiete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sayre Cincoiete.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and may the number of the policy.
[CUSTOMER][NEUTRAL] She said, yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Set all those uno unofa quattro.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Or so I'm a verification as sciento directionore electronico.
[CUSTOMER][NEUTRAL] Seria [PII] mi [PII] in [PII] [PII] and then me uh domicilio seria [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] nodapartamento.
[CUSTOMER][NEUTRAL] No, it's Casa.
[AGENT][NEUTRAL] OK. I'm gonna ask you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] No I want it.
[AGENT][NEUTRAL] OK, uh, Seorita Mabustetiyammara United Healthcare.
[CUSTOMER][NEUTRAL] Um, the the telephone.
[AGENT][NEUTRAL] No no the United Healthcare, um, waste baja conquesco eco travaja conunivounit healthcare reformacion de nombre not reac the numero telephone or numer pharmac solament nombre contravajaquesco.
[CUSTOMER][NEUTRAL] And sometimes.
[CUSTOMER][NEUTRAL] I come up.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, puede jamar uh custo preunta I just have on numero the poli on numeral.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You score.
[AGENT][NEUTRAL] Um, I've heard, um, the most one.
[AGENT][NEUTRAL] Mm, muna personavajamosisa persona um.
[AGENT][NEUTRAL] In the questco salamimba personacutees jaman um normente loquetinencacercompleaddores jamaral the part recurso or HR HR la quelindica don the communicarse no telefono quienneusuroitario estecao healthcare.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] In my in my a month.
[AGENT][NEUTRAL] It's another thing.
[AGENT][NEGATIVE] No, no, so no tremo informacion no no no remote travaja conquesco itmoso.
[CUSTOMER][NEGATIVE] I I don't me puedo comuno me pueda you that for nothing on the.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEGATIVE] Oh, del travajo.
[AGENT][NEUTRAL] See Sutravajo quesco sutravajoreador.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. [PII]. So Jama Sutravajo, OK.
[CUSTOMER][NEUTRAL] Gracia.
[AGENT][NEUTRAL] Then uh lamas.
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEGATIVE] But no like agua gracia.
[AGENT][NEUTRAL] Then the gracia primapele.