AccountId: 011433970860
ContactId: 5388ec0e-6e5a-4227-a06e-05cdd502e189
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 924940 ms
Total Talk Time (AGENT): 278239 ms
Total Talk Time (CUSTOMER): 333091 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5388ec0e-6e5a-4227-a06e-05cdd502e189_20250402T20:43_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] When I start the hotel's consea.
[AGENT][NEUTRAL] Mo.
[CUSTOMER][NEUTRAL] OK, mucha graciais sujamando Pache or a claim uh status the impascientejamando de parte de los bon secures.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] following the number of the polia.
[CUSTOMER][NEUTRAL] Laro Numero de polia unodos recite reso.
[AGENT][NEUTRAL] Unres resocho mm.
[AGENT][NEUTRAL] er it gets.
[CUSTOMER][NEGATIVE] Sierra here rectific candolo um to uneror is siete tres resoch me me alta terresa perdo.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] uh-huh.
[CUSTOMER][NEUTRAL] So yeah, Uno those.
[CUSTOMER][POSITIVE] Correct, Oreo.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh, [PII] and the and there are numeral telephone or a connected.
[CUSTOMER][NEUTRAL] Right OK so the uh.
[CUSTOMER][NEUTRAL] Teresa Uno.
[CUSTOMER][NEUTRAL] Says the uno.
[CUSTOMER][NEUTRAL] Cerro Quattro era.
[AGENT][POSITIVE] Cerro er er cuatro 6 perfect.
[CUSTOMER][NEUTRAL] Lin.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] polia to the research.
[AGENT][MIXED] OK, but you prefer forward but if you got my number completely la la.
[CUSTOMER][NEUTRAL] Claro er nombre [PII] sciento.
[CUSTOMER][NEUTRAL] That the con confirmmoseria er the bre dose de milociento sets.
[AGENT][NEUTRAL] Which is the glamo visio but I say glamo.
[CUSTOMER][NEUTRAL] Lao cuatro dels miling.
[AGENT][NEUTRAL] to question.
[CUSTOMER][NEUTRAL] Monto total kente quatrola is consents.
[AGENT][NEUTRAL] Does Quattro in sin.
[AGENT][NEUTRAL] Working the center is here.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Also on the system.
[CUSTOMER][NEUTRAL] Knowledge the permit confirm my arseguro NBOreta tengola ah [PII] Ocaieteres uno those squads correct direction.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] It's correct, I see.
[CUSTOMER][NEUTRAL] OK, perfect. And toes uh bua process uh as alureit paraquelespa got the claim uh and it a cao e uh dime.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Er, no city noso and everything for my sentamor factsoillo pue er oste rese sin of the cuatro dostres.
[CUSTOMER][NEUTRAL] OK, Ocho.
[AGENT][NEUTRAL] Silaro ote rese cinco ve cuatro dostres.
[CUSTOMER][POSITIVE] Those stress. OK, perfect. Don [PII] perfecto tendria those uh claims [PII] had you are conesatrados.
[AGENT][NEUTRAL] Silaro is so mimomo embro or uh some mem referente.
[CUSTOMER][POSITIVE] OK, perfect. So I permit Ravio tango dospacient different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] That's in your opinion.
[CUSTOMER][NEUTRAL] Claro to to them.
[AGENT][POSITIVE] OK, yes, uh, perfect.
[AGENT][POSITIVE] Excellenteomos conciseurdo de la.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See, I guess like the momento that buscado la insurance card delotro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Somaulpa.
[AGENT][NEUTRAL] Chet.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, perfect. Gentepaciente.
[CUSTOMER][NEUTRAL] Arakitai young car team we had an insurance card there.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK can I start American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can put it like a me I must insurance for come ask the patient any insurance Ireal permit to me what they are a lottropae account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I think a lot like the ac.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It says the American public life more certain like the home.
[CUSTOMER][NEUTRAL] She is the Latina.
[CUSTOMER][POSITIVE] Perfect. OK, Mr. [PII] bueno American public life tango el numeral errodos.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Unore
[CUSTOMER][NEUTRAL] Cieteiete.
[CUSTOMER][NEUTRAL] Sinco.
[AGENT][NEUTRAL] Which.
[CUSTOMER][NEUTRAL] Laud.
[AGENT][NEUTRAL] OK, verification number complete mento pro.
[CUSTOMER][NEUTRAL] Claro nobrepaciente Denise holly e fechanacimiento that the confermo.
[CUSTOMER][NEUTRAL] Fetche entrees sincuente cuatro.
[AGENT][NEUTRAL] Perfect. I'm gray to your ma but uh uh status are clamoserio mono total declamo.
[CUSTOMER][NEUTRAL] Celia servisio aero trese dedos mil benti Cinco monto total dereclamo scient.
[AGENT][NEUTRAL] A little Thursday so.
[AGENT][NEUTRAL] Seem to deny that.
[AGENT][NEUTRAL] I put a number they'll provider.
[CUSTOMER][NEUTRAL] Clar nombre.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Silo clamo correctclamo para cui el monto men.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not ash.
[AGENT][NEUTRAL] No, no, silo o oteno and prove.
[AGENT][POSITIVE] It's uh perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Excellentoesteric lamo for process of eldia ferrerolos me cinco ester clamoso negado.
[AGENT][NEUTRAL] The video aquelapolia no cure el copago de la via aloica.
[CUSTOMER][NEUTRAL] OK, Tagua preunta er er el dese now via a number facts and poo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] a number of facts.
[CUSTOMER][NEUTRAL] Tino Unore.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Cinco Ceros.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Those squad.
[AGENT][NEUTRAL] Tepito and he's the cinco trees cinco sets in.
[CUSTOMER][POSITIVE] It's correct.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Because it's Ty, his kid, but then he got better shape.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII] mosque process um when a tengo unultimo claim conoyer at a dome to tempo passer to nota fan in just soultimo.
[AGENT][POSITIVE] Perfect, they not ester la.
[AGENT][NEUTRAL] ella fax.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] OK, perfect. I think that not uh bomoso sciente condoses.
[CUSTOMER][POSITIVE] Perfecto. uh numerosegurado the Lotrocaso seria crodos.
[CUSTOMER][NEUTRAL] Cinco Ocho.
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] Crore.
[AGENT][NEUTRAL] Where are we going?
[CUSTOMER][NEGATIVE] Not the same.
[AGENT][NEUTRAL] OK, if you get a number completely to the question.
[CUSTOMER][NEUTRAL] [PII] as aguado [PII] noesisab pronoia fecha denacimiento el paciente er uh the scimbrevente de mi noesciento taos.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Maybe he's [PII] or [PII]?
[CUSTOMER][NEUTRAL] You know like he is just mm.
[CUSTOMER][NEUTRAL] A principals a posamida me and.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect el el principal.
[CUSTOMER][POSITIVE] It's correct.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Equals er want to tell the question.
[CUSTOMER][NEUTRAL] Claro the cerviio for in in aroca to dedos milicinco el monto total recientoses.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever I please confirm my number they'll uh prove before.
[CUSTOMER][NEUTRAL] Labor.
[CUSTOMER][NEGATIVE] With some junk.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get on the system.
[CUSTOMER][NEUTRAL] Is that OK, sir.
[AGENT][POSITIVE] OK, perfect. More clamoso so the uh the redolos mile benicincus and bio pagola can intesinodolares uh bonsaur.
[AGENT][NEUTRAL] Medical Group, Greenville.
[AGENT][NEUTRAL] Rosin.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Excellent. OK, uh mepodiasfa sepago paraques go ipo prosecon is a clean.
[AGENT][NEUTRAL] get a copy uh.
[AGENT][NEUTRAL] Just because I know it's just I mean no um.
[AGENT][NEUTRAL] Los facts, uh, los a number specific.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And no bone securities for forward.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK foxano sotomos assist estecaos.
[AGENT][NEUTRAL] I'll go.
[CUSTOMER][POSITIVE] It soo muchisimo porto topoy assistencia uh excellente it para el numeral references to the maseria to nombree la fechao correct.
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You you [PII].
[CUSTOMER][POSITIVE] A13 nice.