AccountId: 011433970860
ContactId: 637b5860-6230-4c9d-b92d-ecb1902dba43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421910 ms
Total Talk Time (AGENT): 162017 ms
Total Talk Time (CUSTOMER): 189472 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/637b5860-6230-4c9d-b92d-ecb1902dba43_20250402T15:55_UTC.wav
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[AGENT][POSITIVE] Moi one of these gracias [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] um youtenguapolisa the the trajocon Noa university is claim pero condida cerca the the loque no my podriasa you that.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Congotoya as the policy number of the telephone.
[CUSTOMER][NEUTRAL] Nuevecinco cuatro cinco ochoocho nudo cinco n.
[AGENT][NEUTRAL] OK, gracies is that lumiro de la polia certificado.
[CUSTOMER][NEUTRAL] See the main thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ila boy.
[CUSTOMER][NEUTRAL] I just think when uh carneel documento LIDI those numerals correct though uno is an outpatient benefit center.
[AGENT][NEUTRAL] I see yes.
[CUSTOMER][NEUTRAL] It is a numeral OK el zerodos.
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] Unoiete Cincoo Cinco cuatro.
[CUSTOMER][NEUTRAL] Uh, maybe my man [PII] delola el numerocho.
[AGENT][NEUTRAL] OK, [PII] la penamiento.
[CUSTOMER][NEUTRAL] [PII] mil [PII] sesa sin.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Modi the 44.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] It [PII] nor [PII].
[AGENT][NEUTRAL] OK, thank you. Um, [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Not a problem. And what is the difficult an email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, yeah, [PII] [PII] is unapolisavencida.
[AGENT][NEUTRAL] Uh, La Palia at
[CUSTOMER][NEUTRAL] It's a look at your so then no you see a cuenta look at me salva cellula perio tengo la polia.
[AGENT][NEUTRAL] Diva.
[AGENT][NEUTRAL] No, y'all
[AGENT][NEUTRAL] Yellow tangle. It's not no cue.
[CUSTOMER][NEUTRAL] You see.
[CUSTOMER][NEUTRAL] Study. Oh, OK. Porquelo finishes claro esque on different this um ideas, OK.
[AGENT][NEUTRAL] T, yellow tango.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I like I quit.
[AGENT][NEUTRAL] OK, no, no problem. Uh, Tenemosumrilamo for el benic Cinco del Marso for Memorial Regional Hospital.
[AGENT][NEUTRAL] I see it? OK.
[CUSTOMER][NEUTRAL] G
[AGENT][NEUTRAL] Loneitamos porque estipoli a secondaria de la Segu's principal.
[CUSTOMER][NEUTRAL] See, see.
[AGENT][NEGATIVE] Isola paga poel delusive copaga oroseurens.
[AGENT][NEUTRAL] The Mayor and thus neitamus unoopia del explicacion del beneficials.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] De [PII]'s. Is, is that a star on Kony and united or?
[CUSTOMER][NEUTRAL] Oh, Blue Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pero Joe.
[CUSTOMER][NEGATIVE] Er jojo el eltratamento no semi seguro paraeso no lose.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So is a job porque el de luci demi malto era mas conveniente aerlos in el seguro.
[AGENT][NEUTRAL] In Tendo.
[AGENT][NEUTRAL] In [PII] and no podemospaallo seen um porque pagamos porel de de de la sigur its principal.
[CUSTOMER][NEUTRAL] Mm, you know sada.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Yeah, Losino mucho peroinel EOB.
[AGENT][NEGATIVE] Florida blue no podemos continua processan irreclamo.
[CUSTOMER][NEUTRAL] Oh, you que queloissierra in your lo loisoriseeoamente solo same peroja condo fin or no self porqueor me and we are to no no no no just said.
[AGENT][NEUTRAL] Nintendo, Nintendo the betterio Ndo.
[AGENT][NEUTRAL] Porque the music and samben is is malta.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Inton says no no no no me who's lore.
[CUSTOMER][NEUTRAL] On El Seguro.
[CUSTOMER][NEUTRAL] Oh, OK, tend toescomouniona.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] No, sorry, I can look at your age you have it.
[CUSTOMER][NEUTRAL] In [PII] is a reoqueloa I just see it's a guru.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Just to check in.
[AGENT][NEUTRAL] Sepetipolia.
[AGENT][NEUTRAL] I take you out of the moment.
[AGENT][NEUTRAL] And still checking on the 47 and see the time being that by games.
[AGENT][NEUTRAL] [PII] for Memorial Hospital Miramar.
[AGENT][NEUTRAL] So, in to see.
[AGENT][NEUTRAL] Senior it'll be the Florida Blue. No, I.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On the man.
[CUSTOMER][POSITIVE] No, no, it's for my relamar, OK, [PII], OK, muchisimas gracias.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Looking for that.
[CUSTOMER][NEGATIVE] No, no mass gracia.
[AGENT][POSITIVE] as far as gracious apele keep us in.
[CUSTOMER][NEUTRAL] It's me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Low minimum which is that.
[AGENT][NEUTRAL] Grass, yes.