AccountId: 011433970860
ContactId: 628d34d0-1c66-44e6-8199-82d66adf9a05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461410 ms
Total Talk Time (AGENT): 147738 ms
Total Talk Time (CUSTOMER): 130976 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/628d34d0-1c66-44e6-8199-82d66adf9a05_20250513T12:27_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] The here.
[AGENT][NEUTRAL] One of the in the other way.
[CUSTOMER][POSITIVE] Uh, OK, perfect.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You gen that make stuff for.
[CUSTOMER][NEUTRAL] Yes, the, the one ID they want auro yes, it's that's a queso no.
[AGENT][NEUTRAL] OK, in the end.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And [PII] says you is the your film doctor.
[CUSTOMER][NEUTRAL] The medi mediquetava.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a you know like.
[AGENT][NEUTRAL] c.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number of the poison.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, in the cuatro.
[AGENT][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] Oh, or this employee ID number.
[AGENT][NEUTRAL] The outpatient certificate number or in hospital certificate number in Nagula.
[AGENT][NEUTRAL] Oh yeah no I get policy certificate number.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, 4.
[CUSTOMER][NEUTRAL] OK, OK, no.
[AGENT][NEUTRAL] OK, and Iseo port rendering system.
[CUSTOMER][NEUTRAL] what those names.
[CUSTOMER][NEUTRAL] Per.
[CUSTOMER][POSITIVE] It's good we're gonna make a note in one on one.
[CUSTOMER][NEUTRAL] It's yet to face.
[CUSTOMER][NEUTRAL] Guinta.
[CUSTOMER][NEUTRAL] Guarinoli.
[AGENT][NEUTRAL] the.
[AGENT][NEUTRAL] See the drink they say cor corks.
[CUSTOMER][NEUTRAL] Or email.
[AGENT][NEUTRAL] M
[CUSTOMER][NEUTRAL] Gerardo Ponse Torres.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Senior person.
[CUSTOMER][NEUTRAL] Equitoa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In, in [PII].
[AGENT][NEUTRAL] Senoron confirmscimentoe direction completa.
[CUSTOMER][NEUTRAL] Uh, stres quince m moments.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] Go away, go away.
[AGENT][NEUTRAL] Um, no, uh, pharmacy and there's nothing going on in pharmacy and so and system.
[AGENT][NEGATIVE] No no in contre person pero no calling for a customer that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Presto Galdo.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] In suhiroerse contact to the department in [PII] and [PII].
[CUSTOMER][NEUTRAL] Puele Marque American stuff or you may get marqueos contaro de micheque para para.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No no.
[AGENT][NEUTRAL] sing and untrave no steer dress is a traves de ella el nombre la la el embargo.
[AGENT][NEGATIVE] No coinci information customer in that.
[CUSTOMER][NEUTRAL] They don't have to put some money from my you know or come I said I you to my car American stuff.
[AGENT][NEUTRAL] Less the esqueloconos quinoa system.
[AGENT][NEUTRAL] But also communicatee or.
[CUSTOMER][POSITIVE] OK, OK, so it's amazing.
[CUSTOMER][NEUTRAL] I, I told you.
[AGENT][NEUTRAL] Silo and contrast spoon simal quetique conele.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I don't have American stuff he can I mean.
[AGENT][NEUTRAL] Is it the other way.
[CUSTOMER][NEGATIVE] No much.
[AGENT][NEUTRAL] I'm gonna.