AccountId: 011433970860
ContactId: 4b821675-2408-4394-b1a1-fb57270c4cfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1144310 ms
Total Talk Time (AGENT): 525042 ms
Total Talk Time (CUSTOMER): 324445 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4b821675-2408-4394-b1a1-fb57270c4cfe_20250604T16:59_UTC.wav
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[AGENT][NEUTRAL] We've been.
[CUSTOMER][NEUTRAL] Hello? Can you, hello?
[AGENT][NEUTRAL] We're gonna.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See, when I started my numbers [PII].
[AGENT][NEUTRAL] We want to say there's going to yeah.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] And Mira, look at is claim the una.
[CUSTOMER][NEUTRAL] [PII] um
[CUSTOMER][NEUTRAL] As unos dias Mandelo documentos pero cuandores email intrami cuenta peronose sattamente queloquepidiendo porquelise mande explanation of benefits elles mande.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so says no endoque ma okman that.
[AGENT][NEUTRAL] Also.
[CUSTOMER][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I do know meals you me majinoque para patient.
[CUSTOMER][NEUTRAL] Esselerrodos unosiete cinco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Unocinco Quattro.
[CUSTOMER][NEUTRAL] A me mama Eleono.
[AGENT][NEUTRAL] the.
[CUSTOMER][NEUTRAL] Your number is [PII].
[AGENT][NEUTRAL] In.
[CUSTOMER][NEUTRAL] Um, no [PII].
[AGENT][NEUTRAL] You know democracy electronic so.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] When verification and so this is my.
[AGENT][NEUTRAL] Um, in the middle of the clavita also you know servio.
[CUSTOMER][NEUTRAL] See the the main thing the hour.
[AGENT][NEUTRAL] She's better.
[AGENT][NEUTRAL] The mass.
[CUSTOMER][NEUTRAL] No, it's part of me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So cerracaliamoa and the Cleveland Clinic Florida.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and she says the mayo de estano.
[CUSTOMER][NEUTRAL] See
[AGENT][POSITIVE] Perfect. So I'm gonna.
[CUSTOMER][POSITIVE] La la la explanation of benefit this affection.
[AGENT][POSITIVE] Perfect permits a quesamos uh solicit and its sits permit so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] slainaestorrevisos queso sisogartuun.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, documentoleiamos pharmacists and thee.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alcao.
[AGENT][NEUTRAL] Uh, no mos localis are eligo the diagnosics permitsabel porqueo to queres tatamento medical in the Cleveland Clinic.
[AGENT][NEUTRAL] Um, quesaari ellepao applica for the soogu principal paramio de feridado accident.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] to funos is poo questamo solicitando el.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, you say imprecision, no pelvic or left hip fracture.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Al sine bargo no no specifica key el diagnosico doctor ocute recia estamiento reso samos and a documento que queso tamo solicitanos contacted or preclinic.
[AGENT][NEUTRAL] Just a note uh.
[CUSTOMER][NEUTRAL] Yourteno let me see your teno and no time doctor.
[AGENT][NEUTRAL] Don't the the specific uh-huh.
[CUSTOMER][NEGATIVE] OK, your tena unolola the specifica er so in my mind it is the whole your free port door and like a scared.
[AGENT][NEUTRAL] OK, coral, coral.
[CUSTOMER][NEUTRAL] It does, yeah, I met I mean to to [PII] quesaandosuezo or no west.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, it's where the so me cuenta is doctor me who knows where so pero is er um.
[CUSTOMER][NEGATIVE] I'm gonna say maesto I know the technical and lacaa que este bland de questa um.
[CUSTOMER][NEUTRAL] Moll stand in therapist inclusive eorgia and peella theraist pero estolo primeroqueman que quepasarrado unpago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In.
[CUSTOMER][NEUTRAL] It don't say er.
[CUSTOMER][NEUTRAL] Tango jump because I ala el motillopola what is your tango you can go me put me up then convela me yeah just when you put me that local doctor then.
[CUSTOMER][NEUTRAL] Lo quequio the the acuerda loquetengo into Josip pueo mandare and
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like aloes doctorcommoor makeup you call me that in mi cuenta loqueles porque.
[CUSTOMER][NEGATIVE] Conquemi mano.
[AGENT][NEUTRAL] Later.
[CUSTOMER][NEUTRAL] CSOlo pue con.
[AGENT][POSITIVE] Perfect. Excellent you puede opera document on the specific el porques uh desirio manda lesser estosestusanalysis uh esque sitano.
[AGENT][NEUTRAL] It is diagnosico commodi and see oh una description the diagnosico el porquetu queer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] That means they want to you uh.
[CUSTOMER][NEUTRAL] Your tengo agua que Dome quelos alvede and toilloya ya said the commoragar dela mean mamara que MBA.
[CUSTOMER][NEUTRAL] Me me me claim for a lala la cuenta.
[AGENT][NEUTRAL] SCS
[AGENT][NEUTRAL] Correct, so vireo direct them in the pre [PII] suheroaer Jesselaarta porteno sores or el nomero the claim as tenemos certesa.
[CUSTOMER][NEUTRAL] So no recivita is the put itsammando your recivi un so no recivi undiendo cavia quela yeah put its jamando que no 10 go not.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] G.
[AGENT][NEUTRAL] OCCines and la laarta devamos porque dia do so and transit.
[AGENT][NEUTRAL] Uh lavatosoto er they will form a no system notle cartaten no problem noque juntala solamente inel documentcuo system specific cardinalla coel claim alalesa informationalisavemos problemque esto is la informacinquesaitan paraloservicios and the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Insam and dale line foracreque conquenale.
[AGENT][NEUTRAL] My number is auto auto auto.
[CUSTOMER][NEUTRAL] How much is normal?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, to er to me that numerro des um claimque conste el el questa I say.
[AGENT][NEUTRAL] For suppressing.
[AGENT][NEUTRAL] number the claim is 360.
[AGENT][NEUTRAL] Ochodos
[AGENT][NEGATIVE] Perrero.
[AGENT][NEUTRAL] Ocho cuatro errodos.
[CUSTOMER][NEUTRAL] They say zero or cuatro zeros.
[AGENT][NEUTRAL] Core vio Cinco de de losinco, uh, and then memorial Hospital.
[AGENT][NEUTRAL] [PII] est process a momento e samos solicitando likeslica beneficio parapoer continuamouner.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, no, loquepaque freealesoue para ultamio pero cuandojo passenguro mesalia mascos toso asciendolo con seguro que pagans since.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, and [PII].
[CUSTOMER][NEUTRAL] In in the tocapagarmo to sino that really cool entoses your moment no you know propacaeso you know a tenemosis [PII] paintino is ok so your power is.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do yarema may he don't queorque you know we also said we don't know uh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Who is the
[CUSTOMER][NEUTRAL] It's just.
[AGENT][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] And the.
[AGENT][NEUTRAL] What's see.
[CUSTOMER][NEUTRAL] It's a friend of mine.
[AGENT][NEUTRAL] Lo esque eres seguro is thetamente travajaloque uh plicausseguro principal commodu silo esque um no moses part cursorologaosino la parteque applicausseguro des um commo de loans.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You wanna mention no no ital OK it have economycae we have rose.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See sina una explicas beneficio del principal sheadda para gausser put complicla parteque queos.
[CUSTOMER][NEUTRAL] But look at your yeah your system and then the explanation of benefits don't they just a lado of a kid miss we don't make cur maspapeledi mas car it's my alto la or the doctor [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm supposed to, I keep
[AGENT][NEUTRAL] Aquila por laden e nosis er mention estabarvisando whocumento porque veena orden specifica el porque les sala oraendo el cerlos examendo um pero dea fortuna solo solo explica.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Genoa ratua uh and then lala.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] The la de la Cadeira.
[AGENT][NEUTRAL] This is the left hip joint space is preserved.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This seque un penya de los cambiosparciales visuales la partevaja er deleva de lespina the the pade machino.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pero nonosis uh preimlo estos examines or destodoleleso ques to examine cerrali and porque ekis geotamo.
[AGENT][NEUTRAL] Solo solo specifica caselole manduaereximinacion no no Rao sekis contrast vistas er pelvico lateral lateral hiero.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this historia clinica door ennelado de la la quierdo de la cadera sine embargoes on nociento que agnos.
[CUSTOMER][NEUTRAL] It's like I mean it.
[AGENT][NEUTRAL] I porque loesser.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Porque no momentum porqueriaaflpe um.
[AGENT][NEUTRAL] Essentahopopo esole provolo etc. etc. and those uh elistor clinicocomaquinori queitlodes the the cadera.
[AGENT][NEUTRAL] Pero estocervicios and Fidel.
[AGENT][NEUTRAL] Just say this is a Mayo.
[AGENT][NEUTRAL] Pesto poo es saline deer iapasado el eldoorde decadera oplado algore sentusque paratronesario er er claro is in the agnosico system in the specific.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. So bollasa entrami cuentaboya information ila very mean.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Excellent we're in the uh senior uh so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not much like the how mucho.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][NEUTRAL] When it's a movie like that as a.