AccountId: 011433970860
ContactId: 623db353-0c53-4453-a271-8ce12f4d8f68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 673359 ms
Total Talk Time (AGENT): 266921 ms
Total Talk Time (CUSTOMER): 406181 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/623db353-0c53-4453-a271-8ce12f4d8f68_20250408T19:54_UTC.wav
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[AGENT][NEUTRAL] We start this.
[CUSTOMER][NEUTRAL] We would have said this. My number is just a music.
[AGENT][NEUTRAL] That's how they.
[CUSTOMER][NEUTRAL] He, uh, uh, is this already see, uh, er me doctor ENT doctorer puso solicit but uh
[CUSTOMER][NEUTRAL] Para uno uno CT scans canesitanna ferme.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] De la Piccia de la del Tora [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, no, so there's no, no Ariamos, er, eros medios when I scuteliaeros medios remoremo de parte doctor conos cargos de losserviliajun to confisosas condole cure el copago cuaoervicios.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Porque just see tabanerretado they contactarcote.
[CUSTOMER][NEUTRAL] And toesero.
[AGENT][NEUTRAL] Well, the police uh uh.
[AGENT][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] que sequel payer ID or
[CUSTOMER][NEUTRAL] Oh qua qua cell no matter the policy.
[AGENT][NEUTRAL] The outpatient outpatient certificate number.
[CUSTOMER][NEUTRAL] I see, uh-huh, see, I, uh-huh, correct, it's a numeral.
[AGENT][POSITIVE] Super.
[CUSTOMER][NEGATIVE] It's errodos cuatro.
[CUSTOMER][NEUTRAL] Cincore.
[CUSTOMER][NEUTRAL] Cuatro Cincosieiete.
[CUSTOMER][NEUTRAL] Eleocho.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] Sea queso tele.
[CUSTOMER][NEUTRAL] [PII] de sue [PII] [PII] telefonos nova [PII].
[AGENT][NEUTRAL] electronico sociopolisa.
[CUSTOMER][NEUTRAL] Correle associlia, uh, yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nova.
[CUSTOMER][NEUTRAL] In the [PII], uh, pizza gets enough food for the poor, that all.
[AGENT][NEUTRAL] Muchogra piece Iosando porque sacion de parte deicinal doctorspectors uh uno servicios medical deserve.
[AGENT][NEUTRAL] You live for cuandos Ivanyo yo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bueno, er and see contact erhupasado mm and to er like foracion queroo esquete decorriamicope in no brian.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In a [PII] city scans er cosacamedosa predida porqueal revez who says no cure no copayments equal querotroo deo medico locurregaaina soevoca.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] No, as as he as he is so poli nole cure copago de la vicitasino cure los servicio quierrai Durantees avicita los ramientos or prose os.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Exacto entoses just medional reves entosporeo procupada is so o porque mesittoreliarme is is eso CT scans er laina torquedooramarme er Clo contact that and whoever pasado it's like the mente la fecha is
[AGENT][NEUTRAL] Claro, Clay.
[AGENT][NEUTRAL] Simosequiel systemma nota quenes nosejasaberquetina de partela feina doctor [PII] para verificarlos beneficiosis inform a toque el copagola visa no escuvierto.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perroservicioscuvitos maxima quisola resora.
[CUSTOMER][NEUTRAL] Exactly, so look at your levier don't know solote curecopago in no in all in all of pro demientos and I was like what.
[AGENT][NEGATIVE] So no, no, no, no, no.
[CUSTOMER][NEUTRAL] It's backwards, you know, like a decommo like condidala you go, no, it's yolodi nolonicoquenour el copago they call queratroentoi and to me bueno queosiva.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, ver noses roam no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, noveomaya despo.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Oh so oh yeah, porquejogen momentopo er me querian cobrara de lantadoporeporeoervio you no it's este el nia pele es el que cure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And to the er in a caso de queos me overpora de lantalo ervicios como yo puedo er.
[CUSTOMER][NEGATIVE] Equeo entre entreaqueo desue de pagar er baya commode les les les enen edincommo funa esto.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Userreclamolo uno quesomos and necesitos documentos numer unnecesitamos la um el build de tayalo de luertanesevarelisalloit cans came uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, including cos the diagnostic proseo e luegoernesasitamotvien the susseguro principal.
[AGENT][NEUTRAL] It lackslica beneficios get flees the gas.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mm yeah and so you think OK cure primero er el deductive or no.
[CUSTOMER][NEUTRAL] But I'll finish lape.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEGATIVE] No, no, no, a rides apart.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Tantalpagolaza de loss.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, and to says you want no problemma Lo medical que me megatadolo codo you invite from the youngest ca is the our a total of medical loerta total of medical lo de brenaar or or the pende de caricina.
[AGENT][NEGATIVE] Not at all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] La
[AGENT][NEUTRAL] What is the first.
[AGENT][NEGATIVE] No so notremoremos contact er contrato conninguno er antimerica or or provedor loqueasapeles travajaree con loqueusaguro principal er refleja commo decasuranza in parasotros.
[CUSTOMER][NEUTRAL] The medical.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Colom beneficioed me that.
[AGENT][NEUTRAL] I see yes correct tosientoses uh is that at this position de los de los Dores or the los er lugar tea scientomala elsaguono.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] It's so like at me it's just a mean otracosa que just tomato misseguro and says yourlegen yeses said no no cohem we don't take a secondary insurance lady go to no it's it's aguroo estos um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] beneficio quetienne seguro principal.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] See, you can organize the castle pieceburioseinos and and visacalo beneficiosloquela poli estabinoseca and toseserosequereclamo directe connos.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Of the all information and enrollment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They went onto my complica porquelicaque you know they go er edinero que que que go ahead paraerlo and tosses absa mucha mar the momentojoa contact [PII] or traves er yeah I'm pretendigan todo los codigos de los er.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Lara.
[AGENT][NEUTRAL] Claro, OK, but if we can, yeah, but if we can to informacion novae paraqueos er er er the primeramano como la polia funciona.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Seelecomo ento loose unendoscopia nasal pit scan the sinus demi sinos it yodo una unave that into a problem comminari is not to any problema incuna OK bueno.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Claro baad don no information noreque ayaning problems in embargo nolepo um ofinga guarantia correct niquelos.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But Iarlatina the medicallala uh-huh.
[AGENT][NEUTRAL] Correct, yes, that's the que you no no manga declamo or is a ripostra and the the tender commolapolia travaja.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Extra. OK. OK, perfect, muchisimas gracias ya male una unavese clarado escomo esque travaja paramiques stanina la bularagustaicina pero la saina.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] See, no, no, no.
[CUSTOMER][POSITIVE] Let's get to see.
[CUSTOMER][NEGATIVE] See ya no beneficio que seguro coneva and to says er boy in mass in a postrequebu car trophicina the notenga in conveniente.
[AGENT][POSITIVE] Perfect. OK. I'll go and take you know you.
[CUSTOMER][NEUTRAL] It just gracias.
[AGENT][POSITIVE] It's excellent.
[CUSTOMER][NEUTRAL] Well this morning. I will, I'll stay at you.
[AGENT][NEUTRAL] Bye.