AccountId: 011433970860
ContactId: 5ec17e95-5bdf-4632-bbeb-b43b8d3ecf43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 979500 ms
Total Talk Time (AGENT): 281928 ms
Total Talk Time (CUSTOMER): 255551 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5ec17e95-5bdf-4632-bbeb-b43b8d3ecf43_20250611T16:15_UTC.wav
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[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ah, when over here.
[AGENT][NEUTRAL] [PII] no telephone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK telephone connect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, yes [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, mister. OK, then we send it, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] dance in your sosa uh and a momentoyango meeting you know what and the quesoi quere yellow jamesa tar yellow jade.
[CUSTOMER][NEUTRAL] Oh I know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oreo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm well is the number of policy.
[CUSTOMER][NEGATIVE] Oh yeah yeah and yeah I cannot like for me.
[CUSTOMER][NEUTRAL] I think I'm uh
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Uh, how may I help you?
[AGENT][NEGATIVE] Yes, this is no.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no matter, yeah.
[CUSTOMER][NEUTRAL] I give it a group, I.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, it's an inpatient, outpatient.
[CUSTOMER][NEUTRAL] Employer.
[CUSTOMER][NEUTRAL] ID employee ID.
[AGENT][NEUTRAL] No, the owner number of the inpatient, outpatient, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Chilo Bay or no one number.
[CUSTOMER][POSITIVE] They're doing it yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sayuattraincoinco say.
[AGENT][NEUTRAL] A cuatro cinco sin so num the demon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, as soon as.
[AGENT][NEUTRAL] OK, numeroti uh you know jeta.
[CUSTOMER][NEUTRAL] Yeah OK yeah.
[CUSTOMER][NEUTRAL] No numeral uh.
[CUSTOMER][NEUTRAL] Yeah, numeral el decuronuete [PII].
[AGENT][NEUTRAL] Mm mm I wonder what the next person.
[AGENT][NEUTRAL] Rejoca prime numbers Ronaldo.
[AGENT][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] Rolandore.
[AGENT][NEUTRAL] No land.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well they.
[CUSTOMER][NEUTRAL] QuatrotroRare right Hunter Creek Orlando.
[CUSTOMER][NEUTRAL] Blo yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey pera meveafana immiento issucorre electronico.
[CUSTOMER][NEUTRAL] The quisiete I mean no ciento sincuent Nicole ronicos totaroloroa.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this second you go on.
[CUSTOMER][NEUTRAL] Uh-huh, that's how I get.
[AGENT][NEUTRAL] OK for us
[AGENT][NEUTRAL] OK, Kim for Maillo one is a Coro.
[CUSTOMER][NEUTRAL] It's the laverda la 10 for lao poque for blovita manana er.
[CUSTOMER][NEUTRAL] No tengolala mano cure.
[CUSTOMER][NEUTRAL] You know, say yo mapalepoa unela, you know, nose.
[CUSTOMER][NEUTRAL] Estela la.
[AGENT][NEUTRAL] OK, so, and does it's been done?
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, lemons I want.
[AGENT][NEUTRAL] OK, momented however is far.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 10491.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment [PII].
[AGENT][POSITIVE] So Pajane correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Um, see sandalacomaimucha.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] OK, a moment.
[AGENT][NEUTRAL] OK, so Anneo momento loquetamo perano. OK, benefits in a car. Benes in a car is ella companeque travajareamenteo and playador. OK, you know how ising parano process clavamenteo is the clamo pea.
[CUSTOMER][NEUTRAL] Hi Perra lamoy.
[AGENT][NEUTRAL] Ela Janetia de serviio Mao anticuatro paraal dentista.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like that the cao.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] process.
[AGENT][NEUTRAL] Eino the classes est bas una estrua or barete una est no.
[CUSTOMER][NEGATIVE] No, no, no, no money.
[AGENT][NEUTRAL] Normal, so deldiente Ola molata uerte in solamente ellavanahalinnecael irua.
[CUSTOMER][NEUTRAL] No my
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, OK, you know lebangaijia escubierovajoelos prosedimento bascios yes no una guarant de pagos and una verificacion de covertura normamente es solo pagamosogena porciento.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, no, no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the logo on that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah par.
[CUSTOMER][NEUTRAL] Pa.
[CUSTOMER][NEUTRAL] Oh that's a rapi.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] all over.
[AGENT][NEUTRAL] This is in quefetrologari pago decilo para pagocomosino to get a seguro correcto.
[CUSTOMER][NEUTRAL] I got something.
[AGENT][NEUTRAL] OK, and say so and uh juandosteas pagalocarebier a clauste.
[CUSTOMER][NEUTRAL] Uh, uh.
[AGENT][NEUTRAL] See, no scutepasada facttua no sotros.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Italian
[CUSTOMER][NEUTRAL] Yeah, hi.
[AGENT][NEUTRAL] OK, and the hemo gonna moment it.
[AGENT][NEUTRAL] The monsoon.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK, so loquetenia para uh parare burso necessitamo lo quelo benea la el documentcuo wastebaer don deo dese process demiento on the a isose prose demiento.
[AGENT][NEGATIVE] Leva pedicleding este loquez and formulario de la Adeacu tenbi to propioreclamo.
[CUSTOMER][NEUTRAL] Uh, from where are you?
[AGENT][NEUTRAL] A.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that point.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, when you hire.
[AGENT][NEUTRAL] Attirejoes envialloor factspodebialloorcorreo reformacion tala parta trajejeta pal itami puede crearuna cuenta online yesello electronico.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And OK, OK.
[AGENT][NEUTRAL] OK, OK, but see you [PII] and melamostepago deseo.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] People and uh.
[CUSTOMER][NEUTRAL] Ma you don't uh malo, OK, you don't think uh they say we're gonna go right now.
[CUSTOMER][NEUTRAL] And don't.
[CUSTOMER][POSITIVE] and I love it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, yeah, see, so let me information.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let's seeinanendo and be informacion um paraostro ellolo code sit informacion proquetamiotropano forcodego so sun codigo que escomuno sotrofagamo ok.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So no lepo sarcasmulacomacion, OK.
[CUSTOMER][NEUTRAL] When they wanna.
[CUSTOMER][NEUTRAL] For so you be you see.
[AGENT][NEUTRAL] I see yes, I see, right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Minamreson.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] S AOL.
[CUSTOMER][NEUTRAL] Uh, so, OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then uh that [PII] so say gracias.
[CUSTOMER][NEUTRAL] 319.
[AGENT][NEUTRAL] No no.