AccountId: 011433970860
ContactId: 4aa315bd-1b16-459d-b700-713657284173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 750880 ms
Total Talk Time (AGENT): 366867 ms
Total Talk Time (CUSTOMER): 314864 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/4aa315bd-1b16-459d-b700-713657284173_20250410T21:08_UTC.wav
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[AGENT][NEUTRAL] con.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna apo.
[CUSTOMER][POSITIVE] Buena and so joustere teno um seguro um the cancer.
[CUSTOMER][NEUTRAL] Uh, Neria, where we are, mm.
[CUSTOMER][NEUTRAL] Uh, on the, um,
[CUSTOMER][NEUTRAL] I on the on the helo secure prevention.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So prevention.
[AGENT][NEUTRAL] OK, a poochequerava benefaio para prevents paras prevent um me and numera telephone and casa decarajamaia and de poa.
[CUSTOMER][NEUTRAL] Um, menumero the telefonoesiete oste says [PII] yeahestamente nonmero de polisa for the.
[CUSTOMER][NEUTRAL] Si.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It may help, but you have my number.
[CUSTOMER][NEUTRAL] Nido ecoidayas.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Como de la rea, yes.
[CUSTOMER][NEUTRAL] Seta ah I I.
[AGENT][NEUTRAL] OK. Equal supplement number.
[CUSTOMER][NEUTRAL] Aleida.
[AGENT][NEUTRAL] R L A A E, they are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No soteniamolo dojape you or solamentesayas.
[CUSTOMER][NEUTRAL] I know, um, rela tenolodos a saya he no esico no um meerronrelia noon and me on the norela me messiah.
[CUSTOMER][NEUTRAL] Its mental era is escobar.
[AGENT][NEUTRAL] OK, and you come up for me sociabian.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] And see my no matter.
[CUSTOMER][NEUTRAL] Completo Copleto or Cincochodos.
[AGENT][NEGATIVE] See complain. I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nuevecinco.
[CUSTOMER][NEUTRAL] Don't know what.
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Oh, OK, and mayo see nook.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Mm paresco conto mere conto.
[AGENT][NEUTRAL] Um, no, solo, but Elia Saya heparentreya.
[CUSTOMER][NEUTRAL] I had to watch.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See, yeah, see me a medical so I don't need.
[AGENT][NEUTRAL] Let's see, is, is you know lepogose no Pare a system.
[AGENT][NEUTRAL] Noelloporesecasinoiamohasi OK um meparia amifical soreionisocorre electronico.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh is uh uno quatrodo [PII] roque [PII] in [PII] cincoo say er electronic cula is a [PII].
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You know get the service so no benefits you get on a policy is that correct.
[CUSTOMER][NEUTRAL] Hey um yeah this is and the aura um amorafi cons norama con contra esto jason maselaitas quelavers.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yes, OK, uh, so lamentacion, OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Includes so I say pao er la derecho sad to the lagos mm no loss.
[AGENT][NEUTRAL] No. Mhm.
[CUSTOMER][NEUTRAL] Tacosaver.
[CUSTOMER][NEUTRAL] Uh, it's a, it's a.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Benefi OK, diagnostic test in a casta see aki beneficio guarantia pasa verification the cover yes on disclaimer, um, the nemo la prevatimo preo annual para preve council escuta incuenta las silencaer unaalescumosolare extrapola.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, encuentran cancel the uvelela prevaitionalents, uh, illias um MRI or CT scan cur mahata quientola.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and don't say um queer um contact congeniaulami uh misorial parabioses so poquetena futura.
[AGENT][NEUTRAL] No it's.
[AGENT][NEUTRAL] Mhm mm um it being senscioerel parabiano whore clamo de wellness is supersenscio uh loque de caerreiranostrapajina I a public punto come ir registar.
[CUSTOMER][NEUTRAL] The democratic.
[AGENT][NEUTRAL] In Quanto de Rea.
[CUSTOMER][NEUTRAL] Amen.
[AGENT][NEUTRAL] I am [PII] I[PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. OK, uh, in Toba says sign in then they to sign in, um, la bayevatapajina and essapajina a commo register new user, yeah you as I click.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well yeah
[CUSTOMER][NEUTRAL] And then the sign in.
[AGENT][NEUTRAL] Wadaga sign in la valeva automaticamenteaurapajina laudra pajina uh lapa is a log in a new user but I click on new user.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, basco la primeracutejundivievacerexevaginalizedacion.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and let me moveformacion that sousuro is to informacion.
[CUSTOMER][NEUTRAL] Yeah, don't say I look at them um relamo.
[AGENT][NEUTRAL] Core cuano entre no silostasando um pero cuando entre sequent ano entre scuenta levas on the MBR unrelamo the wellness electronico.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So solamente er click I don't there is a um wellness claim submit wellness claim is solova informacion I lambia esque cass in the wellness um wasteba a cover lamente wellness exam queeranos encuentaotampore follow up.
[CUSTOMER][NEGATIVE] Uh, no, no remerabeque porquela sita quetengo es es follower estoquela quetuases esto um cuelta for mia segus America pero esta uh novasal cuerta porque um a uno no completo um loqueselel copago deos.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, and, um, lo lo quelepoque estapolisa had loquetienneustetiennetrapolisa not in a que que you have monto tota state receives in cuentaolares del primere salmon roqueto puntoyapar so not in quebe contra pao pago so see.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, OK, and don't say not in not in the career in September.
[AGENT][NEUTRAL] Um, [PII] [PII].
[CUSTOMER][NEUTRAL] OK, it's a the the camera.
[CUSTOMER][NEUTRAL] Uh, for September.
[AGENT][POSITIVE] OK, perfect. OK. [PII] poliza.
[CUSTOMER][NEUTRAL] OK, I can then came on that um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK OK pape come on um
[AGENT][NEUTRAL] No, sciamenteva website agallo electronicamente pongala fea del primer examended diagnoticoya levade silsit go un follow up Ilovapoerquesit un follow up Ivapo de ameno to the follow up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To electronicamente enaparte our jail and and cancer init MBR CT scanning MRI con conque cancer and to sit they can be a maocumentacion perisolamente para diagnostic testing screening then eso no necessitano document solo formulario.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, and to say mea quepere ala proximalla mayo this is says la del follow up ella the morama cono que er commi quesa or ok yeah tire ego la de mayo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What what is see what they reclamala deti embrea and CNC valocues has said uh loueenvialgia or perabiallolo do juntos.
[CUSTOMER][POSITIVE] OK, perfecto mucha gracia for Maya.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then I got a budget that I go ma. I wanna drop theta.
[CUSTOMER][NEUTRAL] Um, well, no, say, um, commoquerajabuya ya jabuya, I said, um, gapagena contesoajoa bien puedo verma informacion so remi polisa.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Sioreto and cuanto agareistreapaina web uh babesu polisa queba mloraul uh lease click and esapolisa lavaparerre toda lamentacion depolia colo beneficioliacione he total informacion de la polisa.
[CUSTOMER][MIXED] OK, perfect though. It's a load of ego pagando lela uroe not pero mucha gracia.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh wow, then, uh, no I probably maleu then I go mareta.
[CUSTOMER][NEUTRAL] Periado gracias.
[AGENT][POSITIVE] Then they gracia.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Yeah, yeah, I.