AccountId: 011433970860
ContactId: 43e25290-f08d-496a-97f1-eba12650832a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 924479 ms
Total Talk Time (AGENT): 270082 ms
Total Talk Time (CUSTOMER): 169136 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/43e25290-f08d-496a-97f1-eba12650832a_20250212T21:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] [PII]. I'm gonna start this.
[AGENT][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Estaba yeah man.
[CUSTOMER][NEUTRAL] am porqueten transport manda mad doctor he me herequeampagado um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Los villes uh queansabreo que queoyama que que que que I use no less than information quepoquenoparcona computtadora unoseke um i and que quelara para reificeso.
[AGENT][NEUTRAL] Mm, OK. Demiumurapolisa.
[CUSTOMER][NEUTRAL] Uh, no numero de poliaytooritan cobra no equal numero de polisa.
[AGENT][NEUTRAL] Uh bass numer.
[CUSTOMER][NEGATIVE] Oh no no.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] OK, um, me me delereaido.
[CUSTOMER][NEUTRAL] Um, Padilla.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the premium number?
[CUSTOMER][NEUTRAL] Leticia.
[AGENT][NEUTRAL] Corea Leticia.
[CUSTOMER][NEUTRAL] L E T I C I A.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The telephone laya.
[CUSTOMER][NEUTRAL] Oreo [PII] Dinuevetao.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, mepover car su nacimento to direction electronico.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Mefena cement on 7 desincuentanueve middle missiles on [PII] Nueveerrocinco.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ealeservio.
[CUSTOMER][NEUTRAL] Uh, no no toura.
[CUSTOMER][NEUTRAL] Cicio they the quant.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oculara de la bicita.
[CUSTOMER][NEUTRAL] Ostoyendo stoyendo seguido como tengo um.
[CUSTOMER][NEUTRAL] Weijia.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And me and me and me quierdo so soyendo egidodo torperolo que esque pagado nada.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's a lavicita doctorgenera telestato familiar.
[CUSTOMER][NEUTRAL] My I don't
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the clamors and.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Escon Salinas Valley Hospital or E Ore Lugar deerio.
[CUSTOMER][NEUTRAL] it's Selena's, uh-huh, Selena's only health clinic, uh-huh.
[AGENT][NEUTRAL] Oh, health clinic, OK, um.
[AGENT][NEUTRAL] OK, so a kind unicore clamoquemorecivido, um, the salinas fu una via la magena.
[AGENT][NEUTRAL] no no tele.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, la politina poliainitta que pagamos partial loque pagapaun candaca nopagala cantidata um demonsitohao healing cassepago permito moment line.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Please, sorry.
[AGENT][POSITIVE] Good you.
[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] Gracia pore [PII]. OK, Listen one information sentences, uh, no lemiamos sciendola uh apital parala prevaian noo porque esa una de la questacuvierta pola polia execupola noo pero la visa lagencia e la facilida noun cuvitabajestapolia solamentepitaliacion Siruji preva de dio solamente.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, OK, Peru, um,
[CUSTOMER][NEUTRAL] He lo loque de la vista de las revistaqueciendo is a cure or no.
[AGENT][NEUTRAL] No, no, so cuvita no, no, no, I 7.
[AGENT][POSITIVE] Yes, but that's a benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No laculata the doctor.
[AGENT][NEGATIVE] No tenia cavereshidocuteque and la visital doctorstele scolo beneficio with the tenia cauestoca car se beneficio nosecatinanefinapolisa no beneficio.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Get to.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Opiliac ispitalis is tirajomacureloquelailahanapiliacion peliliacion uh trendiendola de curecaia um cab cubelo questiro quientola respital osciento ente cincoloica doctor I preva de diao que noola rejacadoorano.
[AGENT][NEUTRAL] Um, yesotoloquetiennefiios loquese beneficios deno OK, um, critical illness queeriacomo sitine cancer uh curesta sincomildolares, um.
[AGENT][NEUTRAL] C as in internal she's cancer intendourrata sin so it says a beneficiarytro fuel the cancer.
[CUSTOMER][NEUTRAL] And to some sin no nova cuento.
[AGENT][POSITIVE] Correto and look at reor porrojs mhm.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Yodo la la la.
[AGENT][NEUTRAL] Mm no esta at one no fusco hello beneficio tenostapodi di se beneficio but no nolotinos so nose momento.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, Anton says um see here questa mevaco start seeing toil.
[AGENT][NEUTRAL] Hm. Wow.
[CUSTOMER][NEUTRAL] But that's not that.
[AGENT][NEGATIVE] She mucosa lies unapolisa Linita so no beneficis from being lia no no escuola sotasque majoritar quereaje the undestano funa esta esencitequepaga una uh cantidafija perouna cantida minima porquesa polivita.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, poque condo el el planque me el mas mejorque mecubra via the the doctor theoso no no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] See no it see but it's a quesokisa he's a lanikapolisay for rare sings the look at the end and at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh OK, OK, Muchisimas gracias.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] They know that a you.
[CUSTOMER][NEUTRAL] Um, she.
[AGENT][POSITIVE] Bueno, no problem, my gracia.
[CUSTOMER][NEUTRAL] OK, one minute.
[AGENT][NEUTRAL] Yes, yeah.