AccountId: 011433970860
ContactId: 51af639c-b585-4a62-a820-f7a09bc7d7cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420899 ms
Total Talk Time (AGENT): 191541 ms
Total Talk Time (CUSTOMER): 211929 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/51af639c-b585-4a62-a820-f7a09bc7d7cc_20250605T19:58_UTC.wav
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[AGENT][NEUTRAL] We gonna start this for.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] When I come to you.
[CUSTOMER][NEUTRAL] I see quelo beneficio de la.
[AGENT][POSITIVE] OK, and sorrida no matter the polia on apele certificapolisa.
[CUSTOMER][NEUTRAL] Tela poliodosincuento uno reo.
[AGENT][POSITIVE] gracious.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] er erciento.
[CUSTOMER][NEUTRAL] Uh, a number of telephone chose resochodos 76.
[AGENT][NEUTRAL] So quintana.
[CUSTOMER][NEUTRAL] [PII] uno [PII] that way.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mucha gracile correct.
[CUSTOMER][NEUTRAL] Core to say you know.
[AGENT][NEUTRAL] That.
[AGENT][NEUTRAL] Ettele beneficio were hequeste solo una verification the covertua no guarantpargo it's just a disclaimer quela polio. The police are levering that those beneficios unos beneficio spiel as the milento sincuenta la resalano per persona.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] El beneficial for servicios outpatient or ambulaio leg ausa as of maximo de resciento ola resora.
[CUSTOMER][NEUTRAL] Seque uh esqueraisiya una megencia uh the la clinicaesa pekenya or or thees me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, to see careerviio medical cuivaque melarado outpatient bulaio in a cao la pole vara pa resor she stated necessitospitalia and a castle beneficiary is the mill sincuenta las.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, OK, goredo, yeah, ela ilo winblo la pealitaeryo conaarneta.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Metamoqueno pago de la visa escutos in embargo er prosemiento tao esta via is a reento op proseo sip cercuvierto bajo la polisa bajo el beneficiola the outpatient.
[CUSTOMER][NEUTRAL] Oh yeah, see, get that going exam and I go OK can I get to see perola consultacommotal no la.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct, to see just a field trasonido examined the laboratorio called here servicio queride Duranus to dela clinica esopocercuvierto as to maximo resentola de di areas.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Flatter.
[AGENT][NEUTRAL] And Diana.
[CUSTOMER][NEUTRAL] Yeah, don't say to you and don't say um no no beneficio de la la.
[AGENT][NEUTRAL] Yeah and the person or no.
[CUSTOMER][NEUTRAL] When I see the way I feel.
[AGENT][NEUTRAL] I'll go.
[CUSTOMER][NEUTRAL] No tan lo lo pata tan the
[AGENT][NEGATIVE] Damn it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Takes you look at me.
[AGENT][NEUTRAL] Sissle unitos no uno ser unado de la de la icino clinica de doctor [PII] the diagnosos and he likeslica beneficio de principal quenos saber colesla part[PII] residio.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Ah, OK, but it's a la no laying a locomo ole.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claro. Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But que contanza ellaoire clamo I was seejola contan you see pasa mecuo loque and queen.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Leo porque os the the companero and travajobeque I can it's OK queandi of the service of the cure alive.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But noduleridalachetaeus I use I use the sequentoippelamo dean correct you know jama parasaber of beneficios commolapoliauncionacommoya reel el pago de los ervicios relisadosidues they use the scios manelreclamono.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They don't get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] And elcaso de que nolo puede el document mention ilo principal el documentcuo de lexplicas beneficiosteos manda esotoos no sotrolo processamos ilmos el pago a de es or gastos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Ah, OK, OK, graciamoya males la. OK, gracia [PII].
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Yeah bye bye bye.