AccountId: 011433970860
ContactId: 5c9b112c-f520-41ef-84f2-e29e26d5d806
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568000 ms
Total Talk Time (AGENT): 264692 ms
Total Talk Time (CUSTOMER): 255884 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/5c9b112c-f520-41ef-84f2-e29e26d5d806_20250328T17:18_UTC.wav
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[AGENT][NEGATIVE] Mole con.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Morning Gracia [PII].
[CUSTOMER][NEUTRAL] Mo Moian Gracia.
[AGENT][NEUTRAL] about you.
[CUSTOMER][NEUTRAL] Its quetengo tenoca so is um.
[CUSTOMER][NEUTRAL] It's unabota mija lemonda the the in aortopedicojoamentermente que medi quetenia quemanarel documentcuo que quetengo cono queageeo what I said.
[AGENT][NEUTRAL] OK, um, relamo.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] OK, Unramo delopi.
[CUSTOMER][NEUTRAL] Er, no, I who, who, who la in LPA.
[CUSTOMER][NEUTRAL] The que.
[AGENT][NEUTRAL] OK, um, kwalela.
[CUSTOMER][NEUTRAL] OK, no middle. hello patient [PII].
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] The most
[CUSTOMER][NEUTRAL] Tree
[CUSTOMER][NEUTRAL] Uno.
[CUSTOMER][NEUTRAL] Ochore
[CUSTOMER][NEUTRAL] M L H
[AGENT][NEUTRAL] You know, but the telephone and calama connector.
[CUSTOMER][NEUTRAL] He says rees or or sin.
[AGENT][POSITIVE] Good yes.
[AGENT][NEUTRAL] OK, per se we did a verificafe sciento so direction is to correo electronico.
[CUSTOMER][NEUTRAL] Eat.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um lafe in direction and he says I've been on lane Dan for [PII] reres in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] And uh email electronic.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] And I'm also is eliminated [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, good, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Jabi informacion or prime tan and informacion.
[CUSTOMER][NEUTRAL] Mm, no, it's la primera porque no it's primera it's OK sorryeran deli.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, NN.
[CUSTOMER][NEUTRAL] And to sera teno and no carqui documentoque documento er correct quede show pica no say in icaciones.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh tengo tengo seguro yokouna.
[CUSTOMER][NEUTRAL] Um, DME que EOB queloque supertamente coststo er loqueyopage pierto conumero the claim talia this is not a bill so it has a loampiendo.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Espar esparesieresallalica the beneficio seguro primario, um, yeah, you have licao esa cantidaal de lucile copaoseuro.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bueno this amount bill noise in the quaran to say cost reduction the gentiquantto plan 0.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Ios in 221.
[AGENT][NEUTRAL] OK, oscientos in cuentreente cuatrost applicadoali copaseuro and saddo coo.
[CUSTOMER][NEUTRAL] I cannot.
[AGENT][NEUTRAL] Not a moment is the is a patient's responsibility or is it um
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Co-payment or co-insurance or deductible that in the evening. OK, perfect. Also see is is that OK.
[CUSTOMER][NEGATIVE] Deductible delusive.
[CUSTOMER][NEUTRAL] See the sin.
[AGENT][POSITIVE] Perfecto. So it's a parte loquebahan esita la otra partes seria una factura de tajada la factura de tajada lavacri por el centron de le ellequiporio.
[AGENT][NEUTRAL] OK. Yes, I can. OK.
[CUSTOMER][NEUTRAL] Uh-huh. Aquista con nombre de la Nina el deo lo queso.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Diagogoa notai or not nautical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And no solamenteusciero el codigo de de la bota yeah canelcommotal no teno you know loo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, OK, uh, Amandado argu Otro or reclamo Paresa fea de la identeque.
[CUSTOMER][NEUTRAL] And no, no porque solamente loqueloquepapao de la visa los losindo queno.
[CUSTOMER][NEGATIVE] Well no no.
[AGENT][NEUTRAL] OK, if we undo tore.
[CUSTOMER][NEUTRAL] and urgent care they they own [PII].
[AGENT][NEUTRAL] In urgent care?
[CUSTOMER][NEUTRAL] See see ao on your career vein loaverosone urgent care.
[AGENT][NEUTRAL] OK, um, bye now.
[AGENT][NEUTRAL] No, no possipa no no sagamos urgent care, OK pero este commo eos bien bile and concordio the urgent care and toes salosoto curimos araibile and cordigo de oficina and to noscuvito and to a mosquever spode.
[AGENT][NEUTRAL] Iguarmente pedir una factura de tajada denoohy promiento de urgent care.
[AGENT][NEUTRAL] Um, you know labia paratamente porquesque to boorque positsique medicament to porquetuciendo or porque por fermeda moa de goo and to uh comunicobarene code goer pero de la vicita.
[CUSTOMER][NEUTRAL] OK, your teno is a teno la primerave queue on urgent care.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Er, queues intro er.
[CUSTOMER][NEGATIVE] Queue unpaologenicinco queueposami mason.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, loon on that.
[AGENT][NEUTRAL] C C urgent care billian con urgent care jago que cuerogen teniamocabelaas paracom bill eos for sisian con urgent care must beneficiervio mhm.
[CUSTOMER][NEUTRAL] OK, the him with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, como tengo el el el ellio no, OK, yoteno elliob areloquenotecommo Carlo coo it's still loquenote just to just to indoor lalica the demiurro.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so we do primariocutane coles.
[CUSTOMER][NEUTRAL] Cigna.
[AGENT][NEUTRAL] I signatinolo codes. OK, no, no, no ban and leobilodigo banar in la factura de Tajada del doctors the urgenia.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I'm allergen here.
[CUSTOMER][NEUTRAL] I look at the moca.
[AGENT][NEUTRAL] I queen una factura de tajadadio deo promiento the heaves tan and bilamo I can informacion paralafe dondea to the accident la.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, Iaicamente and to tambiento caserlo con Orlando Hillelortopedico.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, congolando he delotopeico where you are marlopele informacion they had no bela informaccomovi is a billion, uh, poofi and to nose cure [PII] urgent care quecuviet mhm.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][MIXED] OK, not a primera so ok toeso in tenga con OK perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] C5 and mhm.
[AGENT][POSITIVE] See, no problem. Then I gonna put then I I'm gonna playa.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Uh, no, no, exolamento, er, que bioloreclamo solamente.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I solamente Pale yeah so so it OK.
[CUSTOMER][POSITIVE] Which is in my gracia.
[CUSTOMER][NEUTRAL] Hey, yeah, [PII] home and car. OK, bye.
[AGENT][NEUTRAL] [PII] [PII] a thing when we go.
[CUSTOMER][NEUTRAL] You well, bye.
[AGENT][NEUTRAL] Yeah yeah.