AccountId: 011433970860
ContactId: 64e39e0c-4e33-46da-9a2d-d78ea56b335f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1521599 ms
Total Talk Time (AGENT): 767765 ms
Total Talk Time (CUSTOMER): 473106 ms
Interruptions: 8
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/64e39e0c-4e33-46da-9a2d-d78ea56b335f_20250409T15:16_UTC.wav
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[AGENT][NEUTRAL] We have one of the male conusto.
[CUSTOMER][NEUTRAL] Olaband I have [PII].
[AGENT][NEUTRAL] One of the city but on the other way.
[CUSTOMER][NEUTRAL] Um, uh, you say correo my bills, you know, uh, seriota these uh these services were rendered after coverage was terminated.
[AGENT][NEUTRAL] OK, and just a moment.
[CUSTOMER][NEUTRAL] What what do you mean the coverage was terminated? I don't know.
[AGENT][NEUTRAL] Classdale.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's an uh outpatient uh-huh erodo cinco jojo venueve M as in Mike L like lima ocho.
[AGENT][POSITIVE] Mucha gracia.
[CUSTOMER][NEUTRAL] Look here sir.
[AGENT][NEUTRAL] OK, era da Silva system of male me puroravor a verific so simino direction telephone.
[CUSTOMER][NEUTRAL] And I don't know that you know no inticuatroes sent ali of place.
[CUSTOMER][NEUTRAL] Aparcamento cuatrote J Florida reticuatro soloto telefono.
[AGENT][NEUTRAL] See,
[CUSTOMER][NEUTRAL] A quad rosiete te qua qua.
[AGENT][NEUTRAL] Uncositos in an important su electronicocilia.
[CUSTOMER][NEUTRAL] I mean er [PII].
[AGENT][POSITIVE] Perfect, much is [PII] correspondence pele um lease and the correspondencia almolo.
[CUSTOMER][NEUTRAL] Uh, policy claim number, OK. Cinco Ocho.
[AGENT][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] Trejo.
[AGENT][NEUTRAL] But I think culture.
[AGENT][NEUTRAL] Theme dressing culture.
[CUSTOMER][NEUTRAL] Tres Ocho beniciete.
[AGENT][NEUTRAL] Minty here.
[AGENT][NEUTRAL] On mas system.
[AGENT][NEUTRAL] The sin resochocincos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is reservicio medical history if you and a felos dressing in South Miami hospital.
[CUSTOMER][NEUTRAL] Mhm and you bring the one.
[AGENT][NEUTRAL] Builder painted dress.
[CUSTOMER][NEGATIVE] Wow, you, you done badly.
[CUSTOMER][NEUTRAL] Theinco.
[AGENT][NEUTRAL] Cresto el rea you know the
[AGENT][NEUTRAL] The marso the the marsel doesnclamo or visamosto says.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] A permit number sir.
[CUSTOMER][NEUTRAL] [PII] no, you know, don't get pager.
[AGENT][NEUTRAL] locomo.
[CUSTOMER][NEUTRAL] People can eater.
[AGENT][NEUTRAL] no no.
[AGENT][NEUTRAL] the visitoral Hospital Loicinad de doctor doctor [PII].
[AGENT][NEUTRAL] And rela uh.
[AGENT][NEUTRAL] union in Lapi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, he has to do like what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I meet them.
[AGENT][NEUTRAL] OK, oscientoses me specifica que la parte de trans lindica queer los erviciouon negados a vidoque subpolia avia er estad.
[AGENT][NEUTRAL] Expedia I look as uh [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The services will render after the policy.
[CUSTOMER][NEUTRAL] No, it's a pero and it's a momento is aguro.
[CUSTOMER][NEUTRAL] Yeah, then I said well OK you open a momento.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you know where, you know what pararesto.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] But me to
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] What's the question.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII] right now united no macuerlo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like he's still that you don't know where about that.
[CUSTOMER][NEUTRAL] Inorquelo pacaro.
[CUSTOMER][NEUTRAL] But you know is still rendered.
[AGENT][NEUTRAL] Significa is uh render is er pro comoquelerida and commoque.
[AGENT][NEUTRAL] Le Dier neo cervicios.
[CUSTOMER][NEUTRAL] Claro peroses after coverage was terminatediatro segurosindo seguroque er er united or na.
[CUSTOMER][NEUTRAL] Yoreo unit.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Periosteal.
[AGENT][NEUTRAL] Silaro reo.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][POSITIVE] Uh, perfect, I guess that.
[AGENT][NEUTRAL] Consecuo momentos o and otenia unatura er activ a momento reso esquela polia porque la polia.
[CUSTOMER][NEUTRAL] No she waspia.
[AGENT][NEUTRAL] See solamente loquezo.
[CUSTOMER][NEUTRAL] The same is on a police activa.
[AGENT][NEUTRAL] See loquepasa esque en el momento cuando er residio ellocumento.
[AGENT][NEGATIVE] No tenio unavertura activa Houston esse precio momentoandose rescio is a process.
[AGENT][NEUTRAL] Lego el documentcuo er Legote bioretivasupolia porque ote um whose sapolisa is estu activva des del primero de los meventino asel premerodire de los me the cuatro.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] documents documento hoststo momento no tenia no via unapoosenego de esa formaine embargo estroviandoliorial reclamo cerre processoeldia.
[CUSTOMER][NEUTRAL] You do?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah we still here.
[AGENT][NEUTRAL] See, see.
[AGENT][NEUTRAL] Serre Diablos separassine embargo cerrevio and then.
[CUSTOMER][NEUTRAL] But all of me.
[AGENT][NEUTRAL] Er pardoninco pardon the er er er process dia [PII] address.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] E
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Serravioli.
[AGENT][NEUTRAL] Is curio quelos beneficiosquelapolile in the que dedos milking into Zolare alao paraservicios outpatient sevian pagado and toes esterre clamo seula pagado sine embargo comoteni amaznefiosos mitresservio sits or clamaa.
[AGENT][POSITIVE] No solamente er boo el principles and go moqueteniaturaisab covertura.
[AGENT][NEUTRAL] Pardons establishiovia covertuin embargo comujaotenia beneficios er usterevia carto de parto de pele handlesab queervicios no for cuvitos porquejaotenia ma beneficios.
[CUSTOMER][NEUTRAL] Come see the uh you know way I put it your pago unsegurogaseguro primario you know what carpagandos I can.
[AGENT][NEUTRAL] Los
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 19 tuque.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Quando
[CUSTOMER][NEUTRAL] One piano.
[AGENT][NEUTRAL] Guandos resiel documentcuo la primeraquesa reso.
[AGENT][POSITIVE] Appreci system austenia to America.
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] Departe de que quesoli.
[CUSTOMER][NEGATIVE] porquecur America part calada no caso a plaza now siereatimoso.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Serre process all informacion Edia a siete rising.
[AGENT][NEUTRAL] Porque Clarosse Contaoqueitiatura.
[AGENT][NEUTRAL] Sine embargo fumosal systemmaarrevisit a via exist and beneficiospareldos militres para pagareoso servicios sin embargo ja javia consummiel beneficio maxiu ques dedos milking intoola resalano esolo que la polialleinda.
[CUSTOMER][NEUTRAL] 19.
[AGENT][NEUTRAL] Durantes.
[CUSTOMER][NEUTRAL] In quelo consuming so.
[CUSTOMER][NEUTRAL] I'm saying to the now.
[AGENT][NEUTRAL] Mosques.
[CUSTOMER][POSITIVE] Buenos pamomorita so.
[AGENT][NEGATIVE] No silva no no fun the formalapolisa steel.
[CUSTOMER][NEUTRAL] See pero pagoseguroquepaque seguro.
[AGENT][NEUTRAL] But lies.
[CUSTOMER][NEUTRAL] You know, going to [PII] you know.
[AGENT][NEUTRAL] OK. I was it Aki.
[AGENT][NEUTRAL] Our elders maybe is way over your laserits.
[CUSTOMER][NEUTRAL] Don't talk over yours online.
[AGENT][NEUTRAL] That's what was entit linea aruna cuenta you said uh this dear la cono puede ravisarelli or clamacamara bio.
[AGENT][NEUTRAL] los papa.
[AGENT][NEUTRAL] Uh, to this information about.
[CUSTOMER][NEUTRAL] Yeah you know I'm not the only.
[AGENT][NEUTRAL] Don.
[AGENT][NEUTRAL] Don't delay the check date.
[AGENT][NEUTRAL] And the documents beneficials don't dela a check date is elenque processo el clamo.
[CUSTOMER][NEUTRAL] Check date. No.
[AGENT][NEUTRAL] And aparte superiors is here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Claim forms help contact us it's a.
[AGENT][NEUTRAL] documents.
[CUSTOMER][NEUTRAL] No, just to be in uh uh stay online, let me be online and in cuenta.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It is a part que nose is the clamos or claims.
[CUSTOMER][NEUTRAL] Pero que porque.
[AGENT][NEUTRAL] Are
[CUSTOMER][NEUTRAL] Molotengo.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But I said your Pago in that but I said no pagoga no.
[AGENT][NEUTRAL] Put on the end.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you I think come in nose.
[AGENT][NEUTRAL] But the Cleveland Clinic [PII].
[CUSTOMER][NEUTRAL] No, now I'll be second.
[AGENT][NEUTRAL] But uh cervicios medical Chriselia cinco sit in a cleveland clinic Cleveland clinic [PII] no mandareclamo de parte de esta facil conco dem scient curo con cuatropele pago nocientos conta cone says the os gaso porque esa el remanenteia de loss milquinientoslarealano para elm.
[AGENT][NEUTRAL] Logotenemos Olamo.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] But it's toes kiss here.
[CUSTOMER][NEUTRAL] You can see what I can.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can say.
[AGENT][NEUTRAL] Pore resel the clamoel clad elves for recido.
[CUSTOMER][NEUTRAL] You know where.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As in part nosi hoststo as a er retro poquito.
[AGENT][NEUTRAL] For recivido el Diatta you know de [PII] de unos address.
[AGENT][NEUTRAL] No dress porquelombiga SOC notemos er.
[AGENT][NEUTRAL] Porquetalo.
[AGENT][NEUTRAL] Proscio el smiths sitres para la fevamente pararesinco recivimoreclamo de cleveland clinic novamente para unservio medical queso estoes.
[AGENT][NEUTRAL] Unaviopsia de la tiro leierron Apele pagointo cuatro concertentos dolares de er cargos.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Legoremos.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] Was it the address.
[CUSTOMER][NEUTRAL] And you said rein.
[CUSTOMER][POSITIVE] No, I'm making in those, yeah, I can make like that.
[CUSTOMER][NEUTRAL] Let's ultimore you're lucky online for me.
[CUSTOMER][NEUTRAL] Nothing no real man.
[CUSTOMER][NEUTRAL] You know and resincoreclamo you knowgona.
[AGENT][NEUTRAL] All right, let me look what I see.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Permitclass dress.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's often just.
[CUSTOMER][NEUTRAL] You see you in person.
[CUSTOMER][NEUTRAL] OK, orita porqueniador go and playador.
[CUSTOMER][NEUTRAL] Purano it's just it's a sierto.
[AGENT][NEUTRAL] The fema was and um.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She sin one solo estres.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] See,
[AGENT][NEUTRAL] Look a person the silva police that do beneficios.
[AGENT][NEGATIVE] practicamente telos juntas total.
[AGENT][NEUTRAL] Um, siete milquenientos beneficios equals as sincomillares perrosequestasisada masquesta beneficioliqueosi medica me no lass bajolos er sipulos de la polia the specific que beneficio cambia aer dedos milquirientoseso esquetoloserviciosque pagado momento.
[AGENT][NEUTRAL] And Sio ambulas or outpatient reso que el el beneficio is solamente des miliquinientos.
[AGENT][NEUTRAL] See sins.
[AGENT][NEUTRAL] Is in Kazga queso medica.
[CUSTOMER][NEUTRAL] But I I said what I said.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah or process or silent.
[CUSTOMER][NEUTRAL] Conta consummientos.
[AGENT][NEUTRAL] The loosm to the loin.
[CUSTOMER][POSITIVE] OK and they can rela polio and rosierto.
[AGENT][NEUTRAL] Correct, to see la renova DNA and puevario cuando estabscael contratolapania is condo cer la resin embargo el beneficio is applicable this a a a is a new calendario is this el primero de [PII].
[AGENT][NEUTRAL] [PII] as you know [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII] and went to see his sister.
[AGENT][NEGATIVE] [PII] de lanoteinco no not beneficio sine embargole lees.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Los cargos queerron de lano beinteventitres nose congas con beneficios de lao veeventinco.
[AGENT][NEUTRAL] Porque.
[CUSTOMER][NEUTRAL] You know you're not combs.
[AGENT][NEUTRAL] Lapolile cure a calendario.
[CUSTOMER][NEUTRAL] You need to protect you.
[AGENT][NEUTRAL] It's laro queer mole via e los cargos cerreva on scene embargo galloso milquizola resquenefi gallos a via consummio and not reclamos reso queer reclamo noseudo pagar.
[AGENT][NEUTRAL] Elseviga porque.
[CUSTOMER][NEUTRAL] Bueno pero Cardolorita.
[AGENT][NEUTRAL] Pardon.
[CUSTOMER][NEUTRAL] Your second no pueo pero your second thing you make is aero.
[CUSTOMER][NEGATIVE] Oh yeah, but it was losing it's.
[CUSTOMER][NEUTRAL] You say you say a lot.
[CUSTOMER][NEUTRAL] Pa.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Esparta mandars una elacion conola de cerclamo una peacion.
[AGENT][NEUTRAL] Inso.
[CUSTOMER][NEUTRAL] You come.
[CUSTOMER][NEUTRAL] Coloss.
[AGENT][NEUTRAL] Its mosa reside in respect to reclamo include la feta.
[AGENT][NEUTRAL] Elos gasso de com er to information can include paranolopodamo revisarelparamentogalo visa e seo Mara on a on a revision unaposer.
[AGENT][POSITIVE] They can see that's good.
[CUSTOMER][NEUTRAL] OK, but I say man your stacarta.
[CUSTOMER][NEUTRAL] Withacion
[AGENT][NEGATIVE] No la la potravez de mimosit line was reclamo travese traves so reclaim mobs informacia.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] In the state.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, I see yes.
[CUSTOMER][NEUTRAL] OK, I don't renta you know if we don't be there to [PII], um.
[CUSTOMER][NEUTRAL] The hospital.
[CUSTOMER][NEGATIVE] But it doesn't contain.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ichinovian esperano resotros.
[AGENT][NEUTRAL] Yes, I am no rosivilo, uh, deposa put in contact.
[CUSTOMER][NEUTRAL] OK, my manal paramanda is a is a peacion or or lomando yeah.
[AGENT][NEUTRAL] It's OK like criterio so.
[CUSTOMER][NEUTRAL] No, quelo macorreto soarian be the areas.
[AGENT][NEUTRAL] Uh, no, no, no, so the aos is a reviso.
[AGENT][NEUTRAL] Sea raves.
[CUSTOMER][NEUTRAL] No, I'll build the me on the you will claim the mandola Carta junto con el build the ages.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, no, no, no, not necessary but I want information.
[CUSTOMER][NEUTRAL] OK, because she wants to see if it was.
[CUSTOMER][NEGATIVE] Yeah no no goodwill a while ago.
[CUSTOMER][NEUTRAL] Uh, on the.
[AGENT][NEGATIVE] In era rio la prime cla seo deforma or and.
[CUSTOMER][POSITIVE] You perfection.
[AGENT][NEUTRAL] There's a moment.
[CUSTOMER][NEUTRAL] What's the people.
[AGENT][NEUTRAL] Doors.
[CUSTOMER][NEUTRAL] In car.
[AGENT][NEUTRAL] and also the rescuerdo.
[CUSTOMER][NEUTRAL] When gracia.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEGATIVE] No, I not. Good answer.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] Mm.