AccountId: 011433970860
ContactId: 4cd2e3b2-4785-4524-9048-fcae911846d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 752059 ms
Total Talk Time (AGENT): 377498 ms
Total Talk Time (CUSTOMER): 213133 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4cd2e3b2-4785-4524-9048-fcae911846d6_20250106T15:44_UTC.wav
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[AGENT][NEUTRAL] You're gonna be as.
[CUSTOMER][NEUTRAL] Uh, see one of the, uh, I'm like [PII] de mi part paramicuenta.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] loqueguta they say group number Iavajo don nomeros uh one of the in hospital benefit e outpatient benefit so no seculo OK er the cinco nueve quadro nvemte.
[AGENT][NEUTRAL] police.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she [PII] which is gracia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But also
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII] re this is.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which is my gracias is a telephonic or electronico socioestapolisa.
[CUSTOMER][NEUTRAL] Saintrerocinco rere era [PII] incorredo [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The name [PII] and [PII].
[CUSTOMER][NEUTRAL] Uh, the last you that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, see, pero is a correo, uh, no, no, it's a corrego novaal para paracosa person.
[AGENT][NEUTRAL] So let me verify vamos uh can be a loss.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect gracias.
[AGENT][NEUTRAL] Even um.
[AGENT][NEUTRAL] recurreo person informac uh act.
[CUSTOMER][POSITIVE] Gracia has [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] They are if any.
[CUSTOMER][POSITIVE] And a correct.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Excellent. We embarrassing for the system or and uh perselect my systems.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Graza.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Simirare bill the inpatient healthcare group, uh, que quelejaviel bill nega reo quene bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] know, er, the casadliesili lala cos medicsos verificmos.
[CUSTOMER][NEUTRAL] See a kittengolafe de servio on a ventinue bee cuatro is trenta bee cuatro.
[AGENT][NEUTRAL] So now.
[CUSTOMER][NEUTRAL] Eltareorientosa dentist.
[AGENT][POSITIVE] Perfect. [PII] is now incuatro [PII].
[CUSTOMER][NEUTRAL] It's a renta.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In total the ambus.
[CUSTOMER][NEUTRAL] Sciento dentata condeis says.
[AGENT][NEUTRAL] Si it they see he says OK the memoservisarramore camo says quattro.
[AGENT][NEUTRAL] OK, so stringer to Quatro.
[AGENT][NEGATIVE] So yeah mess.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] That is so weird.
[CUSTOMER][NEGATIVE] OK, this is a custa delo javienda nealorente in act.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Pero.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Eteo getdata.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] was verymos everybody says quattro.
[AGENT][NEUTRAL] OK, Temovarius relamos sad.
[CUSTOMER][NEUTRAL] From.
[CUSTOMER][NEUTRAL] Correct, don't say.
[CUSTOMER][NEUTRAL] I want to
[AGENT][NEUTRAL] 389.
[AGENT][NEUTRAL] El total is la part applica commodu el.
[CUSTOMER][NEUTRAL] Correct la part applicado let's say locabo cona conga etna.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Iquitos and cipados in in reflexa est demonto deinto condiasis says.
[CUSTOMER][NEUTRAL] Buenos sciento conde monto de loss and realidad bein del bee cuatro esciento deis contrenta is a trenta del venti cuatro esenta congogen.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Ereta.
[AGENT][NEUTRAL] Tinto is just a thing.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] When I'm going to perform.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Groza.
[AGENT][NEUTRAL] So the one features say 29 siento says contra uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No, no, I ain't going to.
[CUSTOMER][NEUTRAL] change in the
[AGENT][NEUTRAL] this
[AGENT][NEUTRAL] W
[AGENT][NEUTRAL] The barriervial um.
[AGENT][NEUTRAL] Laboratories.
[CUSTOMER][NEUTRAL] Bueno is the specificamente la description this initial hospital care.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] El del Diaventinue el del Direnta this is subsequent hospital care. It will be via yay or mental inform is manda in a cirquelo melo tampopaciente in act.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Clara
[AGENT][NEUTRAL] It's I.
[AGENT][NEUTRAL] Usoso depar sotros una resa con er cono esto clamos le oleleformata tete quete estaba inactivva.
[CUSTOMER][NEUTRAL] You, no matter, no matter what we don't know to I to specific.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Pero, um, meranao just aguta jade negado barrio really hunteriomente polomimoeno $10 a song.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Porqueree me let me checkla quincenooepoque peroueo the doa forma er el problemque necessoreto.
[AGENT][NEUTRAL] Pero.
[AGENT][NEUTRAL] Sime permit.
[AGENT][NEUTRAL] Unmas we see queer aidovarias polias conos and repos los visa de laotraspoliaser queano Janusanbigenes cirquelamosis processqueso es.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sene desa for silor and contraresa reclamos says spinti introino is a strings.
[CUSTOMER][NEUTRAL] When Oilla process I doncio calling from quetengo.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Later.
[AGENT][POSITIVE] There is no noveoning loss.
[AGENT][NEUTRAL] so I mean.
[AGENT][NEUTRAL] So you know.
[AGENT][NEUTRAL] No, it says 3.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When initial care is subsequent um hospital care is so unique on cargos de los mediosquelavi on quela destasisada los quelebana la via que tebulosando de la manera espea.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Coleiono no noveoesolamosa that is the.
[AGENT][NEUTRAL] Let's start the 47 sister.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That.
[AGENT][NEUTRAL] Today.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You know, uh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So 29 quatro.
[AGENT][NEUTRAL] OK, so that means.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No sing the refle cones.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks recommend that osteo era communiciolo so they can know.
[CUSTOMER][NEUTRAL] No laundry.
[AGENT][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] OK, well I have number of a polisa correta.
[AGENT][NEUTRAL] You can look at it.
[AGENT][NEUTRAL] uh Soumo the polia actual is a dosincocero.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Docinco
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Tress.
[CUSTOMER][NEUTRAL] Try those OK.
[AGENT][NEUTRAL] The tos for services numerale uh solo dele inform Marques to sip.
[CUSTOMER][NEUTRAL] brought forward.
[CUSTOMER][NEUTRAL] OK, so cuandolo hao oars.
[AGENT][NEUTRAL] Squees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfectohamalo. OK, Moa sepoa.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, that's what all which I ask you.
[AGENT][NEUTRAL] Get one to get us.
[CUSTOMER][NEUTRAL] You want
[CUSTOMER][NEUTRAL] why