AccountId: 011433970860
ContactId: 58b37395-9816-428e-9637-f8eecb830f42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493299 ms
Total Talk Time (AGENT): 191559 ms
Total Talk Time (CUSTOMER): 165803 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/58b37395-9816-428e-9637-f8eecb830f42_20250423T13:34_UTC.wav
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[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Buenala come [PII].
[AGENT][POSITIVE] I think I'm gonna apolog earlier if you yeah.
[CUSTOMER][NEUTRAL] Just the amount porque er.
[CUSTOMER][NEUTRAL] The doctor er medier repaya er consultoriolo saber.
[CUSTOMER][NEGATIVE] You think you see you feel la cos me saleria discal in a party bajay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Contras clinica yeah yeah it is a reminderguro.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] But the beneficio is uh a quescubiera libertura um is the telephone and casola jamaa.
[CUSTOMER][NEUTRAL] Sita Jose doserocuatro zero.
[AGENT][NEUTRAL] OK. Uh, you know the policy?
[CUSTOMER][NEUTRAL] Uh esenta or cheer chen cloo.
[AGENT][NEUTRAL] No, no, it's inpatient outpatient search.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] OK, ostenerel in hospital this is errodosincuenta.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] T M L.
[AGENT][POSITIVE] Good yeah.
[AGENT][NEGATIVE] Porca ento de direction in electronicos.
[CUSTOMER][NEUTRAL] apartments er [PII].
[AGENT][NEUTRAL] Yeah I
[AGENT][NEUTRAL] You see you here on no solos.
[CUSTOMER][NEUTRAL] See, one of, it's just my head on this.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah lane.
[CUSTOMER][NEUTRAL] It
[AGENT][MIXED] OK, Paremoques didn't beneficio para paraserio.
[AGENT][NEUTRAL] Balatas node leescu.
[CUSTOMER][POSITIVE] joy.
[CUSTOMER][POSITIVE] It'll be OK.
[AGENT][NEUTRAL] OK, yeah, um, poquelaloaka for hay the progressive you know esmahalolami persona.
[CUSTOMER][NEUTRAL] Mm, it's a progressive.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK, no beneficiocelediga no guarantpas in union the covertura, um, celedilo beneficios ambula toosquesonatta milquientouranoendoapiaya so it's soloqueleca ceo.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Nokisa.
[CUSTOMER][NEUTRAL] and cirque.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Could more loque curse with primarion soliacla cans in a mimiacion account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See, you can go
[CUSTOMER][NEUTRAL] Hey, you think I mean and to see and to get them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah apar and to go to [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm, see see is to include there be a physical iapala information mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Gura vanilla.
[CUSTOMER][NEUTRAL] Apartamento reserve Hialea floria retreats.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Lalalala.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] La palabra [PII] solamente es laletrable.
[CUSTOMER][NEUTRAL] Solomon I don't know.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] No, so let me try.
[AGENT][POSITIVE] They know they gracia about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] OK, um, but [PII] superclamohanareos a primel documentovare formulario que no estapajina and I am a public punto come.
[AGENT][NEUTRAL] Uh junto formulario and sit a factura detajava contengalodigo de dinostico i promiento the factura de la la la quire perodios so you laina factura detajaralodigo de dinostico i pro seo portaldinotico.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ittamilavia de la fliacion beneficios is seguro primario in the [PII] cap cara deipa seguro.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Let me just grace.
[AGENT][NEUTRAL] Then.
[CUSTOMER][NEUTRAL] No, so I'm gonna. I said I.
[AGENT][NEUTRAL] OK, then now the gray.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For