AccountId: 011433970860
ContactId: 5d6ca43b-d7c9-4e04-ad32-63e30e2c7457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 694359 ms
Total Talk Time (AGENT): 238725 ms
Total Talk Time (CUSTOMER): 225675 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5d6ca43b-d7c9-4e04-ad32-63e30e2c7457_20250508T17:23_UTC.wav
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[AGENT][NEGATIVE] That's just being a mad American public life and I just [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey [PII] I wanna.
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Uh-huh, it doesn't a DIA to the [PII] and don't say me to I don't don't go out again the person.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you know put you that policy number of the police, sir.
[CUSTOMER][NEUTRAL] Moment.
[CUSTOMER][NEUTRAL] The application
[CUSTOMER][NEUTRAL] And numeral ID, no the.
[AGENT][NEUTRAL] CLD appe in uh-huh.
[CUSTOMER][NEUTRAL] I could get it too.
[AGENT][NEUTRAL] Diotano.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So like that when I see.
[AGENT][NEUTRAL] OK, the
[CUSTOMER][NEUTRAL] You a member ID I said you get a pay.
[AGENT][NEUTRAL] OK, sequel is a number.
[CUSTOMER][NEUTRAL] Noochos I say 23 in.
[AGENT][NEUTRAL] OK, Nooto Noomos United Healthcare. Nosotomo's American Public Life.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] See, but is a tarjeta united no de no sotros.
[CUSTOMER][NEUTRAL] You know it it.
[CUSTOMER][NEUTRAL] No, no, no, I allowed to.
[AGENT][NEUTRAL] OK, Leno sotros but no, but is it but is it outpatient certificado in numerrosilletras noine is no is nostroro de polisa.
[CUSTOMER][NEUTRAL] The of
[CUSTOMER][NEUTRAL] Moment to go I don't.
[CUSTOMER][NEGATIVE] Uh, boy that's so no.
[AGENT][NEUTRAL] Mhm. Perolajeta is the American public life.
[CUSTOMER][NEUTRAL] Where is that?
[CUSTOMER][NEUTRAL] Moment
[AGENT][NEUTRAL] But Lovatenletras grandes ape ele.
[AGENT][NEUTRAL] Silolopos cars so.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] OK, less in numeral.
[CUSTOMER][NEUTRAL] 003.
[AGENT][NEUTRAL] It's a number.
[CUSTOMER][NEUTRAL] Ventura.
[AGENT][POSITIVE] Yes yes, I'm gonna ma momento.
[AGENT][NEUTRAL] In my verific directionic or electronic.
[CUSTOMER][NEUTRAL] Maybe the show in January momento.
[CUSTOMER][NEUTRAL] in every city.
[CUSTOMER][NEUTRAL] The core.
[CUSTOMER][NEUTRAL] You got a lot to take.
[AGENT][NEUTRAL] Elco electronica. Mhm.
[CUSTOMER][NEUTRAL] For real
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][POSITIVE] That's a good thing
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi Poreita.
[CUSTOMER][NEUTRAL] I mean wild.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, C gracias.
[CUSTOMER][NEUTRAL] By loading it
[CUSTOMER][NEGATIVE] I live in and this is not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you say paoloskinientosola resindo so.
[AGENT][NEUTRAL] La la manera mas fain seriotele yama Jackson ila no poli podalos aos Pasteleos paqueos recla conno sotros nootros pagales a los quinientos le regressan insuarjeta quebasilla la manerramarapi de mas pasil is the
[CUSTOMER][NEUTRAL] See?
[CUSTOMER][NEUTRAL] Me when go going Jason.
[AGENT][NEUTRAL] See see porquesino and toss acelare claus I mamosani necessita barrios documento sobase mas compliccado proste.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Use maloquieres as a male la semana queen porqueosato marti and mandala de clamacion cons primario queosa el pago noquemandareclamono sotrosellos Jackson travajanostolos yes soo sencommala reclamacion um yolepola quepala reclamacion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It was the man I am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I was out on that yes.
[AGENT][NEUTRAL] Solar par uh-huh see bylacon el departamento.
[CUSTOMER][NEUTRAL] The couple.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The billing
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Uh-huh. Ilesiqueote los pita la mergenciaique is unpago quientola resique quiereque ellos nos vilena no sotros quesomoselrosecondario Ivana necessitatsuumero de polia in numero de grouppo so the hele yes informacion.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Tenne conque annotas.
[CUSTOMER][NEUTRAL] A you go no more is.
[AGENT][NEUTRAL] No, el deno sotros yole wea that line foracion.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] You came.
[AGENT][NEUTRAL] Um, buenos la podo, uh-huh, ella poenviar uh a electronico quetenemos or ocelopoda portelefono.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Uh huh, I wanna bring you up, but that's what that place said.
[CUSTOMER][NEUTRAL] I think they left hotel Orlando.
[AGENT][NEGATIVE] Uh, no, nothing, nothing on manera de Mandalocommo text to no.
[CUSTOMER][NEUTRAL] Oslo know no.
[AGENT][NEUTRAL] OK, so kitennamosuncor electronico quetermina and iCloud sillopo mandarai.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me say one momento.
[CUSTOMER][NEUTRAL] OK see I.
[AGENT][NEUTRAL] Quereque and via arquetasu casa tin.
[CUSTOMER][NEUTRAL] OK, I'm a for the main.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so like abode mandala cota electronicoya sukasa.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I check your is it telephone number will receive you.
[CUSTOMER][NEUTRAL] OK, Gracia.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And I know what I feel on my ankle.
[AGENT][NEUTRAL] Uh-huh, like cloud. Mhm.
[CUSTOMER][NEUTRAL] I see I receive that.
[AGENT][NEUTRAL] OK, Siouari I don't, uh-huh i pua via tarjeta is the olaopia lo quelemande I numero de polisa.
[CUSTOMER][NEUTRAL] My daughter.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah, OK, it, it give me too many girls have had.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, one.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] I, well, no tramas porquelecauna.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I got this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The more polio cuento or or what.
[AGENT][NEUTRAL] CSL.
[AGENT][NEUTRAL] Uh hiya numero depo uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So is that is saying for information.
[CUSTOMER][NEUTRAL] The group of when you say you know.
[AGENT][NEUTRAL] See so la polia so yeah emergencia le cureentolareordia solo masque levacuri nostrecientozolares.
[CUSTOMER][POSITIVE] It's a good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one thing that matters.
[AGENT][MIXED] OK, peropomos cantisa loerviososquereciosa reclamoreos travaja mucho conotrosi I'm biosa reclass silos.
[AGENT][NEUTRAL] Irado.
[CUSTOMER][NEUTRAL] Do manana man some of them will say even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Um, that's what I say.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] What is the number one.
[AGENT][NEUTRAL] [PII], [PII], you don't know that.
[CUSTOMER][NEUTRAL] Uh morning [PII] [PII] I'm only the weekend.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Youualmente gracious American Public life. bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just one.
[CUSTOMER][NEUTRAL] You, you get it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] They ain't have no interest.
[CUSTOMER][NEUTRAL] OK.