AccountId: 011433970860
ContactId: 4dffd003-48f1-4c7e-a224-58a70f5a4c1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1380819 ms
Total Talk Time (AGENT): 489100 ms
Total Talk Time (CUSTOMER): 723547 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4dffd003-48f1-4c7e-a224-58a70f5a4c1f_20250117T17:21_UTC.wav
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[AGENT][NEUTRAL] My one is starts grasses apeli Miaallis and get peoidarte.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] I see uh my number is 5.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Almost out there.
[AGENT][NEUTRAL] B and B in [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] The mucha gracia uh fora.
[CUSTOMER][NEUTRAL] Unso Tango Florida blue.
[CUSTOMER][NEGATIVE] It then with the uh American probably life insurance I here it's loo he receive you be less and cannot pay us no call nor receiving a call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The American public.
[CUSTOMER][NEUTRAL] For proo un build the surgical partner Miami surgical center.
[CUSTOMER][NEGATIVE] Yeah I don't care.
[CUSTOMER][NEUTRAL] Parago de pao.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Yaidar equal is auma de la polia.
[CUSTOMER][POSITIVE] They love the APL.
[AGENT][NEUTRAL] The Ali C.
[CUSTOMER][NEUTRAL] Uh, uh, what, um.
[CUSTOMER][NEUTRAL] ID number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I tango uh on occasion hospital benefits er number outpatient benefits cert number.
[AGENT][NEUTRAL] I see yes. Mhm. It's so that the outpatient is studying.
[CUSTOMER][NEUTRAL] Don't know.
[CUSTOMER][NEUTRAL] But that one is if he toasted.
[CUSTOMER][NEUTRAL] OK, instead of those cinco cinco.
[CUSTOMER][NEUTRAL] Unno Cinco.
[CUSTOMER][NEUTRAL] Ocho
[CUSTOMER][NEUTRAL] M L H
[AGENT][NEUTRAL] OK, classes era la felasmiento.
[CUSTOMER][NEUTRAL] Mayo in minovaciento sesitre.
[AGENT][NEUTRAL] OK, gracissor equal uh [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the teleportavor.
[CUSTOMER][NEUTRAL] Yeah just say say say so 00 say so.
[AGENT][NEUTRAL] OK, grass is equal leervici.
[CUSTOMER][NEUTRAL] Uh tango.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Yes, there is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or the brail be what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your bill is de la acilidad del delsano.
[CUSTOMER][NEUTRAL] Uh, this again, the, the, the surgical partner Miami surgical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Porque tenemos uh unreclamoula facilidad if a gamemos docientosencuentos.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Posillian.
[CUSTOMER][NEUTRAL] Uh, OK, give me a how I see mamandaroX build the miso 73.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Can you sta Mandando vestibule ultrava?
[CUSTOMER][NEUTRAL] See surgical partner the Miami surgical Center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you and I have a direct from me.
[CUSTOMER][NEUTRAL] He cuenta account number.
[CUSTOMER][NEUTRAL] What you
[AGENT][NEUTRAL] So checking on the.
[AGENT][NEUTRAL] The Nelson build a [PII].
[CUSTOMER][NEUTRAL] See, let me more, tell me more.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sirujanoisola [PII] where the part the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is a city in Miami surgical center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But on the here.
[AGENT][NEUTRAL] Tino cuantoan deliando.
[CUSTOMER][NEUTRAL] Never.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The land with the incontra mix.
[AGENT][NEUTRAL] Porete canal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is Anastasia Palafaciliad.
[AGENT][NEUTRAL] Ede [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But of no vericlamopoeante died.
[AGENT][NEUTRAL] Yeah, is this in [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And you don't care I don't algoer not to.
[CUSTOMER][NEUTRAL] I can reestar this responsi.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You lost your thing on me got insurance it's a case so OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At the out of pocket insurance I got me me 5 hectare.
[AGENT][NEUTRAL] OK. I'm still checking on the mask.
[CUSTOMER][NEUTRAL] Oh no way say [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm not gonna hear you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I uh Ion Nombre [PII] or Algo in, in La Quinta.
[CUSTOMER][NEUTRAL] No, solamentemandaro.
[CUSTOMER][NEUTRAL] Um, er information. Enro telephone of parapaarer website on pin number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh tango account un cuenta account number.
[CUSTOMER][NEUTRAL] Unocinco or totes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I like the show on the that's it.
[CUSTOMER][NEUTRAL] In Miami surgical Center.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is this the case for size meal?
[CUSTOMER][NEUTRAL] No, ma
[CUSTOMER][NEUTRAL] Say 1,663.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is the mandalas no pamos nada is is loandido.
[CUSTOMER][NEUTRAL] And mayo scient algo quereto er papa for Florida blue or.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Perola alo direct for me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] That's the lamo.
[AGENT][NEUTRAL] Aor scandal Motito.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEGATIVE] The thing was killing for us.
[CUSTOMER][NEUTRAL] Uh telephone noo no see.
[CUSTOMER][NEUTRAL] Where ja is there or I'll be Jay I hear you but I mean take a look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A but.
[AGENT][NEUTRAL] OK, is 1314 days.
[CUSTOMER][NEUTRAL] T like Tango.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Unochoro cuatro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dress yet in really.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does Uno er safe.
[AGENT][NEUTRAL] OK, well set a para podemosablarconos Juntos.
[CUSTOMER][NEUTRAL] Oh, memopo just is break lunch.
[AGENT][NEUTRAL] Oh, Nintendo.
[CUSTOMER][NEUTRAL] Yeah, send me, send mea.
[AGENT][NEUTRAL] See little peasesquialvese nirvana black conmigo see permiso as then.
[CUSTOMER][NEUTRAL] Hey, porqueole coneo he may head on conteyaman.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Porque Pala.
[CUSTOMER][NEUTRAL] It will say that I done the course.
[AGENT][NEUTRAL] Elrilamon nosta la sistema.
[CUSTOMER][NEUTRAL] No, I solo [PII] director a me.
[CUSTOMER][NEUTRAL] OK, you say you already have, um, Florida Blue in uh APL, uh, for American Public Life, a secondary insurance.
[CUSTOMER][NEUTRAL] But OK, you don't know.
[CUSTOMER][NEGATIVE] No power can sinaloque er rein.
[CUSTOMER][NEUTRAL] he can.
[CUSTOMER][NEUTRAL] Conseuro APL.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But they el Castro.
[AGENT][NEUTRAL] Look at a siguru get the namemosis [PII] and layer all the CCA is vana la commio.
[CUSTOMER][NEUTRAL] It's like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bueno mira quesinosa er to me or uh make you look at the.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, what was it?
[AGENT][NEUTRAL] OK, a gyresque handle.
[AGENT][NEUTRAL] Ipero dejaaino contea.
[CUSTOMER][POSITIVE] See, see, no problem.
[CUSTOMER][NEUTRAL] CC Clay.
[CUSTOMER][NEUTRAL] How much um yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] See, your, your, your boyo ai queappasando.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. See, no exact, exact.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well you get tango tango or the health insurance, uh, comma.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, like el brazo on restraining.
[CUSTOMER][NEUTRAL] Verda
[AGENT][NEUTRAL] Come on hombre I'll go.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] And your 000
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, Florida blue pa, uh, like almost the same touch in Paola.
[CUSTOMER][NEUTRAL] The cu cuatino.
[CUSTOMER][NEUTRAL] I mean like I mean I mean no me your thing.
[CUSTOMER][NEUTRAL] Be el Tao del.
[AGENT][NEUTRAL] OK. Yes, Othello.
[CUSTOMER][NEUTRAL] Then it all with joint.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's the author, it's a auto.
[AGENT][NEUTRAL] See, you still sitio terelamo.
[CUSTOMER][NEUTRAL] Joma Joya dome fell in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The American public life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I downlolapainalcor illo lo lo posts.
[AGENT][NEUTRAL] OK. C4.
[CUSTOMER][NEUTRAL] Be noisy sot or no.
[AGENT][NEUTRAL] Siesta. OK. Lomasacio porqueotetini Florida Blue and our website there Florida Blue.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Lomasacio coapareritambi and purest bill.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] In La Paina de Florida Blubuscaorel health statement.
[AGENT][NEUTRAL] Uh, on a statement they salute health statement ache elete ache health statement sum health statement.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Being
[AGENT][NEUTRAL] Uh, barely.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alaa Apele.
[AGENT][NEUTRAL] Mhm. Um.
[CUSTOMER][NEUTRAL] Your your esca esan el el photo [PII] claim this noesia par in my record the IPS sita puerto eso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, be, uh,
[CUSTOMER][NEUTRAL] Then we he we joining them.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] The restore or restore or tamma.
[AGENT][NEUTRAL] Gotcha. OK. Perlo mas fasilosambicon de que estayamando. See Jama of Florida Blue or vile website the Florida Blue. Put in Mafecha del cervio.
[CUSTOMER][NEUTRAL] V
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] The Cittasco here the health statement for the for the stuff that you ported hemplo uh DSDAente cuatro.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. No, Io Jaa Mao eso Pareseque Florida blue is so supergoo.
[CUSTOMER][NEUTRAL] Pero but it's ao to are overcharged my my my nando resciento algo resciento train toraqueten will get by resto so you know they were they for from the Kierra.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Florilepago loquestamente floria is repostama bill the recipioel resto and deinto reso I me know.
[CUSTOMER][NEUTRAL] It can be la mivioria then we got insurance just like EK yeah get yeah so no.
[AGENT][NEUTRAL] Claim.
[CUSTOMER][NEUTRAL] OK OK well was see exactly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero is lo lo la pajina lopola the bill.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, Florida bluelojo to medicario of melocuero a pan direct no on APL.
[AGENT][NEUTRAL] No, he is the Florida Blue Nolaman and reclam was in the South.
[CUSTOMER][NEUTRAL] And to say que que you and a pajina de Florida.
[AGENT][NEUTRAL] So send us to see this go ahead SCX health statement.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The Florida blue issuitillo and the website the Apele Como unreclamo Ipodemos betodo loque proaron Florida blue foresta etches.
[CUSTOMER][NEUTRAL] And those
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly correct.
[AGENT][NEUTRAL] The October
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Its massac.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] and see.
[AGENT][NEUTRAL] A vamoso peracion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The, the SDA
[CUSTOMER][NEUTRAL] Because una una una queer bayaaa floria blue in irreloerlo prosimmientolovie get imprimilo in mandao hotel combo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See see perosa que yo solo beneficios tambiene outpatient hospital el beneficio ellos lo maximo and quepodemos pagaordia squatro sciento doleissipola etche de diest deoubregiapagamo el maximo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A gamemos dociento sincuenta el spiella facilidad.
[AGENT][NEUTRAL] If I game of they think or dollars.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Anastasia.
[AGENT][NEUTRAL] Etambien moistenaindolode uh orto Florida and os polafeche de diasocubre noaa beneficial deponibly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It put the PLA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that Paema is the bill the questa Mandando.
[AGENT][NEUTRAL] Chapagamostoloqui Podemos.
[AGENT][NEUTRAL] For LDA stayubre.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See que puela el Dia de la ion.
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We'll see.
[CUSTOMER][NEUTRAL] But they have they see no they have it in to er que quinoapares in er saktamente.
[CUSTOMER][NEUTRAL] No, no, so this coat so cold no they say foresto forestoloo anesthesia or you know, patilia to suero the erais implementing man that own.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In charge. That's it. You have to pay this and tell me telephone but I in [PII] mepaya talorata website and that's it.
[CUSTOMER][NEUTRAL] So now I now I que uh hello where is yeah so the queen porque.
[AGENT][NEUTRAL] See, unfortunate thee not the name was most beneficial pore la tea.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] When no quesa fela majinno que pueblo que er uh Miami surgical center because it retro la mesacaro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Ian and the motto, huh.
[CUSTOMER][NEUTRAL] When they have to see, I know, no, our Carlos to el mundoquero.
[AGENT][NEUTRAL] In the end.
[AGENT][NEUTRAL] See the.
[CUSTOMER][NEGATIVE] That's like I'm money hungry.
[AGENT][NEUTRAL] I know, Jesus.
[CUSTOMER][NEUTRAL] Mirac esto brass sciento it's crazy.
[AGENT][NEUTRAL] It is crazy. So looknessesitamos toreste, um.
[CUSTOMER][NEUTRAL] Yeah Auso.
[AGENT][NEUTRAL] Neittamoselect, uh, the health statement the Florida blue for the um for this uh patrosciento reidois.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] See ao I don't have yeah yeah floribu palpagoeso yo like a part on me I don't know it's song reciento something right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, perisitamolamaiellopoierro este remote erro inessisita soloneisita summit a health statement they florida blue for purest de cargo.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] See, see.
[CUSTOMER][NEUTRAL] C I N.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect and uh as soon as possible.
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Ilomando in me mapajina on the on on the is ellamo primero.
[AGENT][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Loa what you mean?
[AGENT][NEUTRAL] Lomismo soloed is this albasadi queer reclamo or summitter reclamos so on the necessita summitter electsca on their beneficial to Florida blue.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's the flori.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] In terms of
[AGENT][NEUTRAL] Exactly Ivamo unrelamon nuvo pero esporete is soles uh porma informacion abvien.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Correct, correct, yes the scient algo.
[CUSTOMER][NEUTRAL] Cambinopometery or always time being a Florida blue a very capaso this they sustain me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it's a miso mhm but it just um pullladioubre no I must beneficials apagar and thus if CO yam de numerro queo nova.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Um, no, I must beneficials, yes that is the bill.
[CUSTOMER][NEUTRAL] No, Ijo is but I start being out teleli er.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The OK for.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] the she see mea flori blue ya it's uh arolabo.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] La la brazo la ok.
[AGENT][NEUTRAL] Mhm. OK. Uraidarte seor by Sagama.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] It was meant no, it's lo contrari and plasmi cualla you can OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, when I made that gos still a [PII], OK.
[CUSTOMER][POSITIVE] See me yeah thank you. I I come with you, OK, get on in the semana you want.
[AGENT][NEUTRAL] Do, do you live indiga.
[AGENT][NEUTRAL] Egomentas gracias.
[CUSTOMER][NEUTRAL] Bye bye. Go you.
[AGENT][NEUTRAL] Bye-bye.