AccountId: 011433970860
ContactId: 4e799303-f5ba-4a6a-ad55-87918332014a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 759000 ms
Total Talk Time (AGENT): 362310 ms
Total Talk Time (CUSTOMER): 331671 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4e799303-f5ba-4a6a-ad55-87918332014a_20250610T12:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We the.
[CUSTOMER][NEUTRAL] See one of the numbers the.
[AGENT][NEUTRAL] One of the.
[CUSTOMER][NEUTRAL] Similiado um a mayo DS you know explanation cargo this er quinientosogena conoser no poloque so in the gap leba solamentiono in corrigo de labiita uh queia account.
[CUSTOMER][NEUTRAL] Let me check, give me one minute.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, El coo is a cuatro sincuenta emergency room generalangando reso quienta quiento.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No esfilobite it muchanque de 80 all solo meera una mound of chenta contaos.
[AGENT][NEUTRAL] Issue pro proportion no verification.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See your policy number is 0 Sea Trentotares.
[AGENT][POSITIVE] gracious.
[AGENT][NEUTRAL] number.
[CUSTOMER][NEUTRAL] Hey Ia [PII] la felaos Julio Diaz delent I think.
[AGENT][NEUTRAL] telephone electronics.
[CUSTOMER][NEUTRAL] unique trip Hialea [PII] telephone resina.
[AGENT][NEUTRAL] part er.
[CUSTOMER][NEUTRAL] When a dis a difficult days of service where MaodiS delventicinco.
[AGENT][NEUTRAL] More, yes.
[AGENT][NEUTRAL] Perm so myo yes.
[AGENT][NEUTRAL] See an effect on no and clamo mas clamo quevimoso degentalaresented in parala emergen de de Mayo.
[CUSTOMER][NEUTRAL] OK, call my appointment to semandareo como semo queamos.
[AGENT][NEUTRAL] But.
[AGENT][NEGATIVE] loss.
[AGENT][NEUTRAL] Kunto Tambien like.
[CUSTOMER][NEGATIVE] Well, not in the loqueo momentos AOL explanation benefit. This is not the bill to avia hands er to local deer is it mandaria esto cuando bill real main manual billi mass.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Silas beneficio Christine the susaguro principal correct.
[CUSTOMER][NEUTRAL] Yeah, it's, it's Florida Blue, the, the principal insurer.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Applicable services.
[CUSTOMER][NEUTRAL] Mm, yoreoque no cele noo mucho estoleo pero city deductible man a kid yole.
[AGENT][NEUTRAL] Mhm. Quinto is deductible amount.
[CUSTOMER][NEUTRAL] When again deductible amount is change a condos.
[CUSTOMER][NEUTRAL] You say mean car.
[AGENT][NEUTRAL] But is that
[AGENT][NEUTRAL] Ota consequentos is it is a documentoguelgu claim number in el now.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] OK, they have, they have right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] Uh, no, no, no, it's a clean number.
[CUSTOMER][NEUTRAL] Pay that day on my way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, see, this is a clean number questapolo see claim number it's a letter Q er er er huh cool.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh numeral DS.
[CUSTOMER][NEUTRAL] 000 uno dostres cuarenta veinconvea.
[AGENT][NEUTRAL] Mhm. OK, see the prountava is to the porque uh condostementoque uh we deductible the genta condos.
[AGENT][POSITIVE] Gustodu pagoa.
[AGENT][NEUTRAL] Yes, the Pasirunga, um.
[AGENT][NEUTRAL] An emergency physicians.
[AGENT][NEUTRAL] But the sequela explanation of benefits departe delete well it's a claim number here claim numbered no no no conquerda gonna claim number the app um look the president against the castle is uh.
[CUSTOMER][NEGATIVE] The number local number quetengo latacual DS er res erro tientoentitres sincocho nueveocho uno recite.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No see, no, no, nguo de eso claim number they are paid and nostos nostros claim numbers noy letters.
[AGENT][NEUTRAL] That's a memento.
[AGENT][NEUTRAL] So solamented.
[CUSTOMER][NEUTRAL] They have one of the apela otra the principio it teno.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] But not lately.
[CUSTOMER][NEUTRAL] I wanna get a
[AGENT][NEUTRAL] Laro solamente but you said uh sepa comuemelamo bamosanitarla explicas beneficios the the uh the diode mayo.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] on the resistance America diagnosemientos and the beneficios er solicitan solicitandola as a principal tayloo solicitor directed or mele proportionalloervicios.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Asado and Dia de Mayo when I was kept informacion no the reser no uno puena uentel linea in recito linea and I am a public punto come.
[AGENT][NEUTRAL] No those facts.
[AGENT][NEUTRAL] Heel rese cinco no cure people ultimo pueerno cigar es a document porcore regular.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'll pay your boxes uh in a tin.
[AGENT][NEUTRAL] Its summit on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Andar explanation. I'm sorry solo el el build the tao de los piquenolo ok it's loo soto o mete fact verda.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Lala.
[AGENT][NEUTRAL] I see is lopeor lopeor cuenta tan la por railroad from er.
[CUSTOMER][NEUTRAL] Perfect. OK, then go and complain number you said get to see her number re say you know I face.
[AGENT][NEUTRAL] See SS nostro nostro claim noses el clamores visimosogentalas condo andaus.
[CUSTOMER][NEUTRAL] Use lo pangaro panta condos.
[AGENT][NEUTRAL] No, esto solamentes paramos clamoor parte del er del meo parala de mayo conundo applicao ntadolares condos and tas.
[CUSTOMER][NEUTRAL] And also
[CUSTOMER][NEGATIVE] It was a lot reclamolotro poo tell nolo reciviero.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You're thing here prosidio coque of Vilian on this cuatrosincuenta.
[AGENT][NEGATIVE] So no, no, no.
[CUSTOMER][NEUTRAL] Can you a car.
[CUSTOMER][NEUTRAL] It's a no long perfect and just say your mandale he Juandoy built.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] SCS uh lebunabitalao.
[AGENT][NEUTRAL] diagnose.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, that is feasible.
[CUSTOMER][NEUTRAL] See see loan it's very complicated uh remoso beneficio the con el el aioue solamente or no trait and deer.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] See pero er bait los loss diagnostico.
[CUSTOMER][NEUTRAL] Yeah, no, well, no, he is in procedure call me ma he not going to say diagnosis or it's an emergency call.
[AGENT][NEUTRAL] The procedure correct. No, the procedure code is el prosemiento or los stratamientos lender senor delgado wando el estaba and uh and uh sala margena los los diagnosis code sonusquinos indica and noosel porque senorer Fernando Delgado 2 que porque.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] See, the culparupamai on the noiscoor no i from my home conversa.
[AGENT][NEUTRAL] Correct porque porque quesa la sele emergencia.
[AGENT][NEUTRAL] Osten Proma uh so Mayor.
[CUSTOMER][NEUTRAL] This is it.
[CUSTOMER][NEUTRAL] inhibited chronica I don't know aolepotamiento el cual mal puestos puesto ovora prolugar um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I intro it's a no for me beeminutos.
[AGENT][NEUTRAL] resinarque Kento el senorita to be que saber er proce porque avia on a diagnostic diagnos diagnostic la inhibit is chronic semen.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Too uh bill me for it.
[AGENT][NEUTRAL] to the billing billing department. I use it.
[CUSTOMER][NEUTRAL] At the
[CUSTOMER][NEUTRAL] Mm yeah it's [PII] I'm a person.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sisque in necesitos clamo consoseguro cuariolaosque era so.
[CUSTOMER][NEUTRAL] Yeah, come here, OK.
[AGENT][POSITIVE] Yes, yeah, you plan the series about.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfecto [PII] gracia Porto Auda era to say loque meta solamente seria elvi de loo loosemo soluao.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, for so enorisa gracia for you.
[AGENT][NEUTRAL] Get the.
[CUSTOMER][NEUTRAL] Bye Gracia.