AccountId: 011433970860
ContactId: 54c934ec-c9c2-48bb-a0b4-5cb14e2d6826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455250 ms
Total Talk Time (AGENT): 191165 ms
Total Talk Time (CUSTOMER): 223484 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/54c934ec-c9c2-48bb-a0b4-5cb14e2d6826_20250513T15:52_UTC.wav
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[AGENT][NEUTRAL] We the.
[CUSTOMER][NEUTRAL] Uh, Jason signs.
[AGENT][NEUTRAL] one of the years come on it the other way.
[CUSTOMER][NEUTRAL] See est estoyadunayamada, uh, joe um uh sometidos reclamos, uh, loques me uh hospital indemnity uh coverage uh rescia well no rescia nota they can naviando epadas um you er er uploaded those those um documentos mass paraquelo revien.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No escuchado to implemented so can the status.
[AGENT][NEUTRAL] And you know the.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm I I.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I don't have it on this uh barely.
[CUSTOMER][NEUTRAL] OK damn man and confirm me um.
[CUSTOMER][NEUTRAL] We folder on tango.
[AGENT][NEUTRAL] Cellocumento and mano leparecommo policy number or reference number as aero poo.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um, El Lomero depolia.
[CUSTOMER][NEUTRAL] It's um Crodos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Quattro nueve uno cuatro dos zero.
[AGENT][NEUTRAL] so on.
[CUSTOMER][NEUTRAL] Salo
[AGENT][NEUTRAL] OK, so confirmer so naso direct telephone.
[CUSTOMER][NEUTRAL] [PII] uh direction is reseronueve [PII] cite [PII] yumberro de telephone was el [PII].
[AGENT][NEUTRAL] Which is electronico associlia.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Which is gracias forest science Elamo. OK, perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] El used to amandoor reversimoso laocomacion.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] See for quepaque medije cannavia coverage paravarias de los de las um de los procedures que somedi and to loque is a que uh er er uploaded los los recios de los vital it ambien the the delo differente doctor tores um is posa to uh do um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, prosedientos uno, uh, principiosqueroque de enerro yelotro istan las fechas dondea erue irreciotrotamiento er estuova esthesia heallas doveses tambien.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Inclusive aotraitta quefugeches and toes um creoquesing foracion no tava dispoule and and en el lexpriacion de beneficio que queo mandela primeraves.
[AGENT][NEUTRAL] Clara and Tiano see beque uh prosamos erosocomosimoelia [PII] from processasellia face.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The uh an effect of I those those documents que men and queneitamoelcordio the diagnostico on build thetaado que moist moti uh soposa residio esttetamento medio.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And and a fecha and see al preserve you know the rosin.
[AGENT][NEUTRAL] It does it just I mean because.
[CUSTOMER][NEUTRAL] See he he he.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, peroiu, uh, song song rechate de tamito tiquecerdos do prosedimientos, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm I'm very lucky um.
[AGENT][NEUTRAL] Silosansa Saint Tammy Tammany.
[CUSTOMER][NEUTRAL] See primero.
[CUSTOMER][NEUTRAL] Yep, mhm.
[AGENT][NEUTRAL] Akiva diagnostico perfect or paralafe de el rea you know de nero is to some bill telosanosis.
[AGENT][NEUTRAL] OK, thank you, is it the mediaerio recite.
[AGENT][NEUTRAL] OK, and toss is per uh anero drink you know.
[AGENT][POSITIVE] Perfect. I'm Maro Cinco.
[CUSTOMER][NEUTRAL] Marus Cincoreo.
[AGENT][POSITIVE] Essociate yo perfect one see estamos a solicitan de la primeras.
[AGENT][NEGATIVE] Cannot include another of that we also submit you a anger.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he you know lare is polas no novio metidoes noesi nosique questa waste forrida nosed on the um pero aki or pologenalarta approximaamentesa and noventa dias uh reciviresacion pro parte de los de los probedores um yes es un poquito ento pero perosi oh hala informacion les pueda you are.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] The terminal the the cell reclamoe travajalo.
[AGENT][POSITIVE] Perfect no problem bamosravia informacione apps beneficial ecuaddoloqueta decela poliaa sequela polisa erolos relamost postma depressore hear me check it. OK, perfect. I said I mean DNA and direct deposit active.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is to queno levamososilia on the posito direct to a cuenta banaria the themenavesque posito er est to pue menounus res the laboles inques demonto sea reflejado and sequenta de ban.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] er most.
[CUSTOMER][NEUTRAL] Which is grass.
[CUSTOMER][NEGATIVE] Collado.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no mas preuntas merausto saber queen for maionestadipole quisip but then um uh revisitar las las lore clamos easella decision ok.
[AGENT][POSITIVE] Perfect. [PII] gracio.
[CUSTOMER][NEUTRAL] When last time we went there.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That is, that's the [PII].