AccountId: 011433970860
ContactId: 58b7d9e0-3409-4355-9f6c-1d86a238b279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 964419 ms
Total Talk Time (AGENT): 511644 ms
Total Talk Time (CUSTOMER): 350088 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/58b7d9e0-3409-4355-9f6c-1d86a238b279_20250106T13:03_UTC.wav
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[AGENT][NEUTRAL] We wanted the.
[CUSTOMER][NEUTRAL] Well I mean [PII].
[AGENT][NEUTRAL] One of the way.
[CUSTOMER][NEUTRAL] See, a lot of time on those um those cositas memente um coumara those um do via de lo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, pers amando out i was a bio soyagamo questa compretamentecute.
[AGENT][NEUTRAL] OK, in the end the pole.
[CUSTOMER][NEUTRAL] See the number of the policy is.
[CUSTOMER][NEGATIVE] erro dos uattro.
[CUSTOMER][NEUTRAL] Sita Cuatro Sita.
[AGENT][NEUTRAL] Mu.
[AGENT][NEUTRAL] Hernandez er er tele.
[AGENT][NEUTRAL] Associlia.
[CUSTOMER][NEUTRAL] OK, mm er reiter say was in cuentare 3 hia Florida restre and no telephonse says renta quareantao.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] El electronic deposo pua [PII].
[AGENT][NEUTRAL] It is with the names.
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] It's like at the end.
[AGENT][NEUTRAL] A [PII] punto.
[CUSTOMER][NEUTRAL] OK, I get my sin.
[AGENT][NEUTRAL] Sofa 10.
[AGENT][NEUTRAL] Which is a and i used to staying on the video que que status the re clamos and rela rapey has esposa correct.
[CUSTOMER][NEUTRAL] See a de esque sentiment to umavila documents and naan processooneo is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] La
[AGENT][POSITIVE] Perfect [PII] as to.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] When of uh [PII] says.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 23.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, Eel momento in Hernandez and lamented dorelamos.
[AGENT][NEUTRAL] Iso and spare the mental pro uh uno.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uninvilosticuatro is the part the indoor resa Milano.
[AGENT][NEUTRAL] Eel cargo ercito deretos and apelepa eldia.
[AGENT][NEUTRAL] Put it on.
[AGENT][NEUTRAL] Alamo.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK, relays a laya or a pita la almons.
[AGENT][NEUTRAL] Put it on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it is. It is.
[CUSTOMER][NEUTRAL] Uh, OK, OK, perfect, is it the what?
[AGENT][NEUTRAL] Los pardon.
[CUSTOMER][NEUTRAL] They said all the same to his face.
[AGENT][NEUTRAL] Cinto.
[AGENT][NEUTRAL] Sis.
[AGENT][NEUTRAL] Is a.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] remote est confe de elbenviembreel el era connotes that tambien eldore melano.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] E for.
[AGENT][NEUTRAL] Eso unicos are ski resi as the moment of parallels to entreventire on the redos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, mono.
[CUSTOMER][NEUTRAL] Porto.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, er loque who says you know er Hernandez esque el el esto mon queer duciendo del benefiquela police celeb neo cuento el monto cure.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] 22
[AGENT][POSITIVE] Um, OK, perfect to see stale in the ata the mio veinto ola resalano cover.
[AGENT][NEUTRAL] Into esto sleein this is a stringamoel this center.
[AGENT][NEUTRAL] Common decision and says 7.
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] Ok, you talk about algo.
[AGENT][NEUTRAL] A momento momentoleine solamentemoreciore clamosque este pagado apeia pagalo dos monuss cancilicados commode do para.
[AGENT][NEUTRAL] But I still speak
[CUSTOMER][NEUTRAL] OK, in it.
[AGENT][NEUTRAL] the mass.
[CUSTOMER][NEUTRAL] OK, er is the taser primario montos telephone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] La.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a callingformacion calling foraciono I say is one of the tacommoseario porquenoliierro no it's I see not the imporqueno of that uh moment. OK, I'm gonna forget and the Iron I say and to say era so.
[AGENT][NEUTRAL] Um plan.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And rela loque salmonto que quepar.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] bamoser Bases Hernandez aqueos and being to reclass respecto as either ues the queos in to reclamoser parts notification que clamo quesa residio sepagobalo la poliabindalote berto Jelamos el monto.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, spa staminos pole cure.
[AGENT][NEUTRAL] Unnos mosa depose such appelle nova rido clamo he deposeentoses er and is a causarique opera recial guncoro de parte de los.
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] Cilocientozolaoro poreror persona lao para.
[CUSTOMER][NEUTRAL] The demino, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and those er bamai Cel bills of er primereclamoer prime remicientia minoposable.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got him.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. I see yes.
[CUSTOMER][NEUTRAL] Mm yeah mm yeah it is are uh puesilolo monto que.
[CUSTOMER][NEUTRAL] Gang paws.
[AGENT][NEUTRAL] Lorado loquenomodo see perfect the one on noores paramos and and el primero Paramos quetine fecha [PII] and no [PII] paramos sino this isol contratatas.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yoga stas.
[CUSTOMER][NEUTRAL] Mm yeah, but don't know it's a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Mhm. I used to weaque apple not in contrases aos with no bistro mo pos losses don't like.
[CUSTOMER][NEUTRAL] I know yeah
[AGENT][NEUTRAL] It's a laura poravor and Belrelamoeos city preunta mens reamenteelles reformaciono sis I con concommo funcional sur.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And be
[CUSTOMER][NEUTRAL] Mm yeah, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It does say it a Jaqui make it was a month I told those ok it's not me ok it's so unicos ok can because like and and relaya.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mama.
[AGENT][NEUTRAL] um.
[CUSTOMER][NEUTRAL] they come to I guess I get.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lao.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, they said the perio [PII] September trend.
[AGENT][NEUTRAL] OK, I'm sorry that I was like, but it is fake che but we come up with.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there is both servicesivalneto Set.
[AGENT][NEUTRAL] [PII]. I'll just stay here soon.
[AGENT][NEUTRAL] See it's something I can set on my.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] An effective therapy physi and Palmetto General Hospital.
[AGENT][NEUTRAL] He was asked to.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, it's just.
[AGENT][NEUTRAL] I know [PII].
[CUSTOMER][NEGATIVE] No good.
[AGENT][NEUTRAL] Presentrela retires.
[AGENT][NEUTRAL] Apele pao el monto total desola de queloqueprimo decile para portal principal.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You mental hospital estemonto el palisado in the uh do this do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] It will see the further see the photos I may go otro delay the res oh no ok I'm on the mental and be a lost.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Yeah, uh, is the is a la fecha um in aero or no.
[CUSTOMER][NEUTRAL] They they man, they might get the thing with something.
[AGENT][NEGATIVE] Lefebiosopoo let it up yeah.
[CUSTOMER][NEUTRAL] [PII] melo the September September trend it's a res and the rease.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then no metemoquesela commodi is estorer de laspie contola rapes.
[CUSTOMER][NEGATIVE] It still doesn't work out.
[AGENT][NEUTRAL] For and.
[AGENT][NEUTRAL] In the September uh [PII] no the September.
[CUSTOMER][NEUTRAL] The loo.
[CUSTOMER][NEUTRAL] It doesn't
[CUSTOMER][NEUTRAL] In the semes I don't know.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Correct to see like a using BNS uh and physical correore polotoma unoskin in and and and and you know so er.
[CUSTOMER][NEUTRAL] Goal uh-huh.
[CUSTOMER][NEUTRAL] So the process, yeah.
[AGENT][NEUTRAL] She residio.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Buenostalo.
[AGENT][NEUTRAL] Hernandez.
[CUSTOMER][NEUTRAL] Mm, no, no, er, [PII] seriaoisima gracias.
[AGENT][POSITIVE] It's very good.
[CUSTOMER][NEUTRAL] Bye bye. What?