AccountId: 011433970860
ContactId: 56b197e5-f515-49ad-9aec-8c3aeeb18bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275059 ms
Total Talk Time (AGENT): 131151 ms
Total Talk Time (CUSTOMER): 104301 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/56b197e5-f515-49ad-9aec-8c3aeeb18bd5_20250130T14:38_UTC.wav
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[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] In con pardon.
[AGENT][NEUTRAL] Console
[CUSTOMER][POSITIVE] So buenosa solcomas.
[AGENT][POSITIVE] and gracia assistance.
[CUSTOMER][NEUTRAL] Prasados er lastao porquetengo unliente queneesito saber esel outpatient benefit there yeah queneesita you demi.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I remember.
[CUSTOMER][NEUTRAL] You know this Esperanza.
[CUSTOMER][POSITIVE] I, um, compliment in demipes they call ahead to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] MS
[CUSTOMER][NEUTRAL] [PII], OK, gracias.
[AGENT][NEUTRAL] Mhm uh telephone.
[CUSTOMER][NEUTRAL] Sitocho says Cinco Cre says 00 Cinco.
[AGENT][NEUTRAL] OK, Gracias. You don't understand, [PII]?
[CUSTOMER][NEUTRAL] The Baptist Outpatient Services.
[AGENT][NEUTRAL] OK, in no poliapa.
[CUSTOMER][NEUTRAL] Eero dos dosuevesea trestos.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] Yeah I'm [PII] unresent.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, and the efficio esqueojuna grantiapas in union decortura yes una denostapolia secondaria supplementaria.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and beneficio maximo de iemi no deciento for personaniovius outpatient ambula.
[CUSTOMER][NEUTRAL] Periola communication minovecientos.
[AGENT][NEUTRAL] mecientoor persona put on you.
[CUSTOMER][POSITIVE] OK, perfect. Ao Saar with you know.
[AGENT][NEGATIVE] Well yeah they don't even so we work on you know so like I can't be that.
[CUSTOMER][POSITIVE] OK, gracias.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII] then I think for it OK.
[CUSTOMER][NEUTRAL] Ok, no simplekupe. So me to.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Cennemos um.
[AGENT][POSITIVE] On a boy or a para yeah so yeah I'm have come.
[AGENT][NEUTRAL] for a number of the different.
[CUSTOMER][NEUTRAL] OK, no, no coupe.
[CUSTOMER][NEGATIVE] Oh nojesta.
[AGENT][NEUTRAL] No, no, I mean my different to me different.
[CUSTOMER][NEUTRAL] Oh, no tenoes and to croes like a tenocross oh [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, yes, I was [PII] and porque uh just empear pro product touevo and unoventinco groupo that's queer and polian I told them I'm OK, so numeral polia para Margaret is errodosincocho.
[CUSTOMER][NEUTRAL] See. OK.
[AGENT][POSITIVE] That is safe
[AGENT][NEUTRAL] Yeah, they know.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] Cerrodos cinco Ochores siete uno.
[AGENT][POSITIVE] Mhm, yeah, OK, perfect. lafe activaoinco heme queen esta different.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Nestapolisa quesarialla nueva latino beneficio de miluniento purano.
[CUSTOMER][POSITIVE] OK, that make entourano. OK, perfect. Oh, muchisimas gracias [PII] more reference, you know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, well, cheesy mass is getting on with you.
[AGENT][NEUTRAL] Then now that you want in say for.
[CUSTOMER][POSITIVE] Blessed. OK, [PII]. Bye-bye, bye-bye.
[AGENT][NEUTRAL] Bye.