AccountId: 011433970860
ContactId: 5bfbd3fe-b02f-4d3e-abc2-53858855b001
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180350 ms
Total Talk Time (AGENT): 88529 ms
Total Talk Time (CUSTOMER): 59796 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5bfbd3fe-b02f-4d3e-abc2-53858855b001_20250107T13:21_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] It's L I L A.
[CUSTOMER][NEGATIVE] Is the incorrect.
[AGENT][NEUTRAL] OK, and then the police.
[CUSTOMER][NEUTRAL] E.
[AGENT][NEUTRAL] See you later, Kainga.
[CUSTOMER][NEUTRAL] Sea Ocho Ocho Roa.
[AGENT][NEUTRAL] OK, Claccomo outpatient certificate number or in hospital certain number in Puvajo.
[CUSTOMER][NEUTRAL] Neale.
[AGENT][NEUTRAL] Oh policy certificate number and I going where?
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] Pardon. uh Lagocom policy certificate number or in hospitals.
[CUSTOMER][NEUTRAL] Oh yeah, Crocincote.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nodos or chocuatro.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And you know, a senor Romanists sociore.
[AGENT][NEGATIVE] No telephone no socia.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] La.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So no telephone [PII].
[CUSTOMER][NEUTRAL] She just says no.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It's also in the moment.
[AGENT][POSITIVE] OK, excellent [PII] and [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] M [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Excellent. Well, uh, bamosa and beer and la la refica a ike lee unar conesa yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I mean I mean.
[AGENT][NEUTRAL] Correct, I see le mere malahepe no the no direct physical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no [PII].
[AGENT][NEUTRAL] It's better get an excellent.
[CUSTOMER][NEUTRAL] OK, bye.