AccountId: 011433970860
ContactId: 489fa95a-5d4a-4757-b3bc-4b3a0510b955
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568359 ms
Total Talk Time (AGENT): 274103 ms
Total Talk Time (CUSTOMER): 241570 ms
Interruptions: 13
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/489fa95a-5d4a-4757-b3bc-4b3a0510b955_20250331T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, good afternoon. Please, um, uh, could you speak Spanish.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] See you ma'am.
[CUSTOMER][NEUTRAL] Oh, Russia, er, so.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so Cyaunapolia nosoto soloquirequeloque cure.
[CUSTOMER][NEUTRAL] See, so no I know no.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, see lootamin, um, mepoa Nore in numeral telephone and casa jamaa.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So a number your.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because that's my here the autoal autom auto like what.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Ferrojoticuatro.
[CUSTOMER][NEUTRAL] No drink like what not drink the water.
[AGENT][NEUTRAL] OK, Gracia.
[CUSTOMER][NEUTRAL] Yeah just say or say.
[AGENT][NEUTRAL] OK, do you know number of the police in yours.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] See, they don't player ID. What's the same business number ID.
[AGENT][NEUTRAL] OK, no, baa la partejo on they say inpatient outpatient sir necessit outpatient sir.
[CUSTOMER][NEUTRAL] Oh question the sentence.
[AGENT][NEUTRAL] Majonovia concero egido porcidio on MLA ro.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, uh huh, uh era.
[CUSTOMER][NEUTRAL] Oh, but benefits normally just say all those.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Tinosier ingots.
[CUSTOMER][NEUTRAL] In early
[AGENT][NEUTRAL] OK, that's the one moment please.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Okora as simiano direction electronic.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Siroadrose let me know anoenda.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or they always built them [PII] in the nonta and so what you made and so on.
[AGENT][NEUTRAL] Owasan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Uh, we call doesn't want to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, uh, let me also beneficio be a moment.
[AGENT][NEUTRAL] The que pascatura yes so solo disclaimeria solo la la la polia in the moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK, sourario supplementario ecuada los dedule copao eco seguro guo primario and cona police of beneficio queel in hospital in outpatientel in hospital ana pitaliochorahoma or observa of pitaliado.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, curetado milquiniento porcueraesa osan uh oserbarahoma ositisadeshorahamala juda condo milino beneficibulaio caserla outpatient er I'm buraio taming the the milinento un beneficio separaddo del del del impatient uh yeste paraquelose and oqueson um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Sacilopi.
[AGENT][NEGATIVE] Urgent careineitanda gente um Sirugianelo pitado and centro de irrugian deendiente.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Preva de Dioso and central dinosoenente.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, Theapiaya Abuancia.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Iratamiento mental emotional and yes hemiento.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this is gonna beneficiocainevajoloques ambulaio or outpatient.
[CUSTOMER][NEUTRAL] I said in the uh had uh that is it's a famous.
[AGENT][NEUTRAL] No, esos beneficio andual so beneficio paratola nientos.
[AGENT][NEUTRAL] Um, so unemplo helo la gente prima primario mati unpao de resent entreesiano reciento joustepaaijia questa sinilla.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the Sucilo the paramolo prime ente curelotromiento.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That in the
[CUSTOMER][POSITIVE] Lovely, sorry, sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Why you I see.
[AGENT][POSITIVE] I see, see perfect momentitha informacion.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] 78.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so to the er to the strapajina primero casseria. I am a public [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's right, so.
[AGENT][NEUTRAL] OK, and I click on sign in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] fine and mhm.
[AGENT][NEUTRAL] Uh-huh and sign in.
[CUSTOMER][POSITIVE] Uh-huh. See, that's sorry about something.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so that's a new user?
[CUSTOMER][NEUTRAL] Uh-huh you user [PII] is so you.
[AGENT][NEUTRAL] OK, and any
[AGENT][NEUTRAL] It la [PII].
[CUSTOMER][NEUTRAL] No, I'm like mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No matter huh
[CUSTOMER][NEUTRAL] Uh-huh, yeah, then the last night [PII] ramo [PII].
[AGENT][NEUTRAL] No, but no [PII] dope ja.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yes, a number of it was.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][POSITIVE] Say correct.
[CUSTOMER][NEUTRAL] Yeah, you have my number now I'll say I go go now he is.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right mhm alright.
[CUSTOMER][NEUTRAL] May I ram.
[AGENT][NEUTRAL] OK, ta ta no no dopeo unpalo dojapao.
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Ramosa Ilaria.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh one thing.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] But I.
[CUSTOMER][NEUTRAL] Well it's about but I wanna know.
[AGENT][NEUTRAL] See, um, el correo electronico er electronicando.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Some of the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Uh-huh, yes, so it's just.
[CUSTOMER][NEUTRAL] They call it.
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] The zip code.
[AGENT][NEGATIVE] Precerodos.
[CUSTOMER][NEUTRAL] I said I also see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, because I had it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, I see you. Yeah, I'm sorry.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] No, they know.
[CUSTOMER][POSITIVE] Oh yeah, I'm glad, I'm good. Bye, love you.
[AGENT][NEGATIVE] Well I think that one there and then now I ain't gonna.
[CUSTOMER][NEUTRAL] Mhm, one.
[AGENT][NEUTRAL] Yes yeah.