AccountId: 011433970860
ContactId: 663342d4-6790-43db-b92b-68e28ddfbedd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570830 ms
Total Talk Time (AGENT): 282838 ms
Total Talk Time (CUSTOMER): 239868 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/663342d4-6790-43db-b92b-68e28ddfbedd_20250217T14:27_UTC.wav
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[AGENT][NEUTRAL] When.
[CUSTOMER][NEUTRAL] Ah, when I con [PII].
[AGENT][NEUTRAL] We want [PII].
[CUSTOMER][NEUTRAL] Me uh just the uh crea cuenta.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I come in [PII].
[CUSTOMER][NEUTRAL] Osallepe no your tentele public life comosle maesto come on group on group del del travajo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is a point group number in no me.
[AGENT][NEUTRAL] OK, cuenta group or person.
[CUSTOMER][NEUTRAL] No part of me, part of me.
[AGENT][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Uh-huh, no, see, see polio er er the errodos cuatrosierte.
[CUSTOMER][NEUTRAL] C C N
[AGENT][NEUTRAL] on the performance.
[AGENT][NEUTRAL] OK, sime system merifiso direction enumer telephon.
[CUSTOMER][NEUTRAL] See, uh-huh, um, no viembrediisiete I mean no sciento and face.
[CUSTOMER][NEUTRAL] Inexes cincouevese cuatro northwest.
[CUSTOMER][NEUTRAL] Santois C Drive.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 33066
[AGENT][NEUTRAL] Much tele electronic so.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah [PII] say dose says uno says ocho.
[CUSTOMER][POSITIVE] Order claro el cor electronico quetani.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No laicina miao li la policy one.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh-huh, is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] A.
[CUSTOMER][NEUTRAL] See
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] er.
[AGENT][NEUTRAL] Q.
[AGENT][NEUTRAL] and papa.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] OK, to this end.
[CUSTOMER][NEUTRAL] Porquela that I had.
[AGENT][NEUTRAL] Hey, no, no, no, let's go.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Clara.
[CUSTOMER][NEUTRAL] porque teno into 7 but it's like.
[AGENT][NEUTRAL] In no um cuano tea barquerala cuentoseva uh this is secure punto I am a public punto ilos the log in a new user.
[CUSTOMER][POSITIVE] Exactamente.
[AGENT][POSITIVE] Perfect. Was that so?
[CUSTOMER][NEUTRAL] I know that sex.
[AGENT][NEUTRAL] Sickler.
[CUSTOMER][NEUTRAL] No, but a new user it would an employer or group of ala egunda.
[AGENT][NEUTRAL] Uh, no, no, and statin prime una una lo que era cuenta person sala primera. I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's a question lasa important. OK, is social security number or member ID.
[AGENT][NEUTRAL] [PII] remember idea this is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's like.
[CUSTOMER][NEUTRAL] I call it.
[CUSTOMER][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] Note.
[CUSTOMER][NEGATIVE] sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh data on.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] Uh-huh, credit account it was I mean.
[AGENT][NEUTRAL] Jaleo access pass for you.
[CUSTOMER][NEUTRAL] I see, see this a a writer account mhm.
[AGENT][NEUTRAL] Be
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] CS pasando nombre is telephone.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, the the access and so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] As cuenta de puelia puedeclamo nombre status.
[CUSTOMER][NEUTRAL] the primary.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Correct, to see, but in a in.
[CUSTOMER][NEUTRAL] I thought, I thought.
[CUSTOMER][NEUTRAL] Er and sero quetengo joritara hospital the huh the queer yolopometer parasi melopagapaloo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] tayale likes the principal. This is a documento an important processor called Kierra.
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I can because they can look I don't upon it.
[AGENT][NEUTRAL] El del er the resist America.
[AGENT][NEUTRAL] Uh, polo cargos aparthelo got the diagnostic prosemientos.
[CUSTOMER][NEUTRAL] Come on now.
[AGENT][NEUTRAL] He like a piece.
[CUSTOMER][NEUTRAL] OK, Clara is gonna get.
[AGENT][NEUTRAL] The likelica and Eficio de seguro principal gear flejaioppa quaranza.
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] It's part.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] In its [PII].
[CUSTOMER][NEUTRAL] Eloise in Febrero and Febrea in admission day but this admission day this er reenerro inerron ue.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then, but no intecao que just says statin exeso la cuenta una cuenta conso principal but the intermente.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was car less explic the beneficios del Dia de nero.
[CUSTOMER][NEUTRAL] And documents documents.
[AGENT][NEGATIVE] E estress.
[CUSTOMER][NEUTRAL] I'm sure you got that but she's like.
[CUSTOMER][NEGATIVE] Like, oh, this is not
[AGENT][NEUTRAL] Um, secure secumentolo de cara e lolo no loa omanos.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] OK, that's the way I said is so tambia.
[AGENT][NEUTRAL] Sees the principal um so principal bar glamo papa lapa on the specific mosques can ergo ok.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now she's out of the office until Wednesday.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I corrected it, but she was.
[CUSTOMER][POSITIVE] Yeah they're very well.
[AGENT][NEUTRAL] And to says is a documentoitamos parapo decorro er la partekinostoca como seuro uh supplemental or gap.
[CUSTOMER][NEUTRAL] OK, euro and la pajinaurorere clamo as I say it's it's a it's a pagopapes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Por el el el el quetengo He been direct to the Boca Raton Regional Hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] roof la part here it's a principal cirquea parts in embargo er estapolisa is uh specific and esaidosequereelle el copago ellao applica the principal.
[AGENT][NEGATIVE] Too samososo de loss America.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] He likes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you want to see no no no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But no no being authoritta.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mucha gracias.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Even
[CUSTOMER][NEUTRAL] OK.