AccountId: 011433970860
ContactId: 564189a5-d652-4b31-b465-737706f7a0e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219440 ms
Total Talk Time (AGENT): 89377 ms
Total Talk Time (CUSTOMER): 101242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/564189a5-d652-4b31-b465-737706f7a0e6_20250331T14:08_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One of the.
[CUSTOMER][NEUTRAL] Uh uh-huh, uh.
[CUSTOMER][NEUTRAL] The postaqueros it a family coverage but uh conte but no say juna.
[CUSTOMER][NEUTRAL] Get on medical.
[AGENT][NEUTRAL] Uh, see, see.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, don't they on the payer ID or?
[AGENT][NEUTRAL] outpatient certificate number in hospital sir number quereo CSSC.
[CUSTOMER][NEUTRAL] Uh, don't let me.
[CUSTOMER][NEUTRAL] Ah, OK, crocinco uno erroo just say cinco Mel siete.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Me cerdosincoocerroose cinco.
[CUSTOMER][NEUTRAL] M L.
[AGENT][NEUTRAL] on the performance classes.
[AGENT][NEUTRAL] OK, medical number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] But you never revita te chose dosero do say noveiete uno chose guarentasa west and then remiramar flo vent.
[AGENT][NEUTRAL] Just confirm you want police is that correct?
[CUSTOMER][NEUTRAL] See, he gets a cureque aqueta no, no, no, no cambiseur no not with it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Or no de cuando for the medical.
[AGENT][NEUTRAL] Si es un plan supplemental quesa case applicoro princial proseo medio queer.
[AGENT][NEUTRAL] and on the port so uh.
[CUSTOMER][NEUTRAL] Ah, OK, for a helo else me and then you look at the condida see etoes see commalo quetecubraitional.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, lapartausseguro principal nolekubre.
[AGENT][NEUTRAL] It's the segurolari aparanes applica commodepagourano.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Ah, OK, you get percentages.
[AGENT][NEUTRAL] Permit the senora Cruz. OK, senora Cruz memoquelalia we can party deprimero desticuatro intra covertiva and it's the moment.
[CUSTOMER][NEUTRAL] Uh, for, for lada.
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] It's a, ah, it put you here for me but it's rano. Oh, it just say I don't give me ellada. OK, they have a genosig perobuo er loque covertu malono for OK genre OK memor er much is in my gracias.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I'll.
[CUSTOMER][NEUTRAL] It answers mhm mm bye.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Let me check it out. Yeah, bye.