AccountId: 011433970860
ContactId: 61209107-6c82-4d0d-8eb8-f08acbf6b6e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719780 ms
Total Talk Time (AGENT): 291530 ms
Total Talk Time (CUSTOMER): 196241 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/61209107-6c82-4d0d-8eb8-f08acbf6b6e3_20250411T19:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] We want to start this gusto.
[CUSTOMER][NEUTRAL] Er oahyro toward the bone secure medical group Meguargu cla.
[AGENT][NEUTRAL] forward.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] El.
[CUSTOMER][NEGATIVE] Cerrodos cuatro ocho unosiete uno erro.
[AGENT][NEUTRAL] the telephone connected.
[CUSTOMER][NEUTRAL] [PII] unocincosteocho pain un.
[AGENT][NEUTRAL] It says on it is on a line or extension.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] forward ver.
[CUSTOMER][NEUTRAL] OK, number complete is [PII].
[AGENT][NEUTRAL] Mucha gracias is [PII] monto to question.
[CUSTOMER][NEUTRAL] Is the nero yeah he say sano is a resciolares.
[AGENT][POSITIVE] Now, she says is perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Some proseoso solo.
[CUSTOMER][NEUTRAL] Ejotenvaqui baria declass in 3 years.
[CUSTOMER][NEUTRAL] Then we look
[AGENT][NEUTRAL] OK, into the different reclamosquitotal centrezollares.
[CUSTOMER][NEGATIVE] Ah, no, no, no, it estes lamente poresto estes lamentesest contolo de cla trapecha.
[AGENT][NEUTRAL] OK, I mean on the clement.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] It's Alamoso uh-huh Dali.
[AGENT][NEUTRAL] Correct, preunta is is so barrio servicios we un solo servici we solo solament servicio is resintola de servicio.
[CUSTOMER][NEUTRAL] Um, no, I
[CUSTOMER][NEUTRAL] No, Ipargenoservisios sitres yellow qua.
[AGENT][POSITIVE] OK, perfect. See the proto poet over what is barrios reclas what is a feature.
[AGENT][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] Like Raquilo.
[AGENT][NEUTRAL] What no perfect.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Make confirm number el nombre de la fasiliadosquemo correct.
[CUSTOMER][NEUTRAL] Yeah, can I say Borsecure Medical Group.
[AGENT][POSITIVE] Perfect. I'm gonna check it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Yeah no my sister.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I think the same.
[AGENT][POSITIVE] So 2iesta perfect.
[AGENT][NEUTRAL] I don't reclamouvidia Cinco de faredos cincose processo is sepagoer.
[AGENT][NEUTRAL] Um, per sepago el el uh Cinco deerredos maybe cinco is is on Pago porse and cincodo lare directamente uh la facilidad.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I got LOB or or a document on that's a specific.
[AGENT][NEUTRAL] the explanation of benefits. I'll I'll the facts.
[CUSTOMER][NEUTRAL] OK, cinco unores mueve says cuatro cuatrodos quattro.
[AGENT][NEUTRAL] Lalo Cincorese.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] No qua qua.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, correct, yeah.
[AGENT][NEUTRAL] It's still uh attention in specific, Ohio.
[CUSTOMER][NEUTRAL] Uh, poha. what I yeah yeah.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, spell on me.
[AGENT][POSITIVE] Excellent, um, algos and polio.
[CUSTOMER][NEUTRAL] It's tenoe.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Chiomano.
[AGENT][NEUTRAL] This ispamos uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] where you can sell el facts or ramismo porque manil facts perabamoso sertos.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] OK, Colela ultrafea de service you get in your bro.
[CUSTOMER][NEUTRAL] No rete de lanopasado.
[AGENT][NEUTRAL] And inticuatro monto totales.
[CUSTOMER][POSITIVE] Bela.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Maintain quatro for $20.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] You see on our ma.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] Perfect. clamohyrose processoeldia cinco de resi cuatros and explicas the beneficios.
[AGENT][NEUTRAL] Al proveorquelos um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] Those beneficials get diagnosticotalimita solamente uh MRIs, CT scans, or colonoscopy.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Or to examine the diagnostic or Napoli.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Borel also.
[CUSTOMER][NEUTRAL] Lapeer yeah.
[CUSTOMER][POSITIVE] Superpower, super right Superpower. Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Perfect. Collaife uh I.
[CUSTOMER][NEUTRAL] E the Julio Bio de lanopasado.
[AGENT][NEUTRAL] We live in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] all of this.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] To just
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's a process the rescue in the beneficial probe.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK maximum unicio paralos cervicios recividos el laicina doctors and uh
[AGENT][NEUTRAL] Ja el ego.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] So yeah it I just speed up oh yeah I say I got a good.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for your MB MBR in in in.
[AGENT][NEUTRAL] Takeomano.
[AGENT][NEUTRAL] Were visor.
[CUSTOMER][NEUTRAL] See, it's can la uh-huh lavotraina uh gente me joelten deer in queer espira la polisa.
[AGENT][POSITIVE] Correct, I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, la polia la, er, lo que no esque la polis in no more recivio er correspondanor parte de su emplaorpa dejanaier.
[AGENT][NEUTRAL] Avia or eventulatura is a process so.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Emo is el servio or el que queres no es servicio uh quesecurevajolos beneficial diagnostico.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Ah, yeah, and in tuno deans in tunojo.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, and it ain't you know.
[CUSTOMER][NEUTRAL] Uh-huh, you know.
[AGENT][NEUTRAL] Also working in [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] you know totales.
[CUSTOMER][NEUTRAL] Uh, that means the oneitolo.
[CUSTOMER][NEUTRAL] total.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you know.
[AGENT][NEUTRAL] OK, perfect. Sila you to be on a copy of the like the beneficios but uh the uh you know loss.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] Er.
[AGENT][NEUTRAL] Osteo.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Al.
[CUSTOMER][POSITIVE] No, but mucha gracias, it's a stro gracias.
[AGENT][NEGATIVE] Get get away.
[CUSTOMER][NEUTRAL] I I eras, yes.