AccountId: 011433970860
ContactId: 550f2350-c314-4085-89fc-1edc68c4ec3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492959 ms
Total Talk Time (AGENT): 239060 ms
Total Talk Time (CUSTOMER): 199024 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/550f2350-c314-4085-89fc-1edc68c4ec3f_20250227T16:13_UTC.wav
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[AGENT][NEUTRAL] We have one of the years.
[CUSTOMER][NEUTRAL] You the one of the [PII].
[AGENT][NEUTRAL] One of the way.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] scorn the logo delo de los medio de caves.
[AGENT][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] Claro.
[AGENT][NEUTRAL] me.
[CUSTOMER][NEUTRAL] OK, uh, key, OK, [PII], this, uh, in hospital benefit certification number, yeah, all personal benefit certification number for the customer.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK, SL zero in Tuabro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Quadro cuatro cuatrocinco.
[CUSTOMER][NEUTRAL] M L C.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Ay
[AGENT][NEUTRAL] OK, [PII] correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] verso direction and innumeral telephone.
[CUSTOMER][NEUTRAL] OK, a demino esento oticuatro laitresses stale ayalia floria is a patamento numeral DSC says beo numerro says.
[AGENT][NEUTRAL] Unmasita em medico telephone.
[CUSTOMER][NEUTRAL] Press.
[AGENT][POSITIVE] Perfect. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mucha gracias for verification information one whose beneficio get a police celery in the.
[CUSTOMER][NEUTRAL] CShasal for in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Also guarantee is a disclaimer.
[AGENT][NEUTRAL] A paraservicios outpatient la la.
[AGENT][NEUTRAL] Uh, the ilioppagoosequelique this was a uh sagu principal Paulque prootamento medical gustarosi just in ergencia in an urgent care.
[AGENT][NEUTRAL] And el sli algunairujia in the loo no faulatoria Cincacer examined the diagnosticos and hospitalses when facilia get released in cervicios tales commo MRI facilities.
[AGENT][NEUTRAL] The mila rape physica el terratamiento lossos and officeicine doctor.
[AGENT][NEUTRAL] Ambullancia Tamilaidari Copago de la vicita CS on specialista la polia cure to maximoincuenta de lasorvicita cuatrovicio selano CS on medio ecavesera la cuartu ininco de la resorbicita quatrovicio salo.
[CUSTOMER][NEUTRAL] Yeah, osa lo loo locos loque cuento loquenoura el sega lolo lo lo loqueta.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes yes yes.
[CUSTOMER][NEUTRAL] Yeah, ta ta ta.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As la polisabacurita encuenta dolares porvicita er oppoel copago de la via a specialista.
[AGENT][NEUTRAL] Easily release aincuberto bajo los beneficios they asked toil noesinosola requiteine alao.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, OK, perfect. uh er poo pao claro tenia el el gas pico de gaogalocu.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Eirecuandosli copago cuo granzao servicio mediosi la polio o.
[CUSTOMER][NEUTRAL] Yeah, but.
[AGENT][NEUTRAL] er uno siso principal noloubre.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Perosis and bueno no solocurimos in embargoesisa curiera el seria ekis cantientoses is a cantides lapele correapele no puede el elento delogao porque es principal.
[AGENT][NEUTRAL] Ecom is.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, I see SSN number of the police.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yeah OK, Casillomilo.
[AGENT][NEUTRAL] Put it on.
[CUSTOMER][NEUTRAL] See in hospital benefits all patients benefits.
[AGENT][POSITIVE] Mhm. Correct. Correct, I see.
[CUSTOMER][NEUTRAL] Yeah, OK, in hospital.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So you leave them.
[CUSTOMER][NEUTRAL] Uh this in hospital benefits uh so so you.
[AGENT][NEUTRAL] As yes la la la diencia esque er
[AGENT][NEUTRAL] Lerida la polidos beneficios uno esel the outpatient que milocito dolares ele cure cualquierra de los gastos er quelemeneya er just a visa la salammargen hospital just uh visita halogen care theraphya todo lo quetenga queber conservicios medioscuer cerrali outpatient or ambulaioloa.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, OK. See, he person, OK, OK.
[AGENT][NEUTRAL] Something else.
[AGENT][NEUTRAL] Correct. EL the hospitalization or in hospital.
[AGENT][NEUTRAL] Um, SAS paraquaandu te resad mase inticuattroento alguna in feralient etc. er use setting a quesar intitroentosesel beneficio is in hospitals on those beneficials of tales.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, [PII]. OK, OK, perfect, yeah, OK, per to see, yeah, or see quetapoido do also on pogido and, and, and do like on conto.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, perfect. OK, go ahead.
[AGENT][NEUTRAL] I'm gonna I think I'll [PII].
[CUSTOMER][NEUTRAL] No, no, it's not talk about it, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It, it was bye bye.