AccountId: 011433970860
ContactId: 66862402-d16f-4574-a7f4-3156dade60c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632609 ms
Total Talk Time (AGENT): 259924 ms
Total Talk Time (CUSTOMER): 218214 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/66862402-d16f-4574-a7f4-3156dade60c1_20250114T21:11_UTC.wav
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[AGENT][NEUTRAL] We start there.
[CUSTOMER][NEUTRAL] When I start with me [PII].
[AGENT][NEUTRAL] We gonna start this come the other way.
[CUSTOMER][NEUTRAL] Um, may you go no I don't upgrade, um, misguru Med um melan medical.
[CUSTOMER][NEUTRAL] Um teno preunta quierrami plan conturaviente.
[CUSTOMER][NEUTRAL] Noses parapodermijolo. I examine medio que tengo queerme seque medio primario ne cubrelavisita necurelaboraio pero I putgenlopeliacommocoloa quisa visit Carloy tengo mas the dosano casi dosano.
[CUSTOMER][NEUTRAL] Queno cholo untele yaman pops i sin plan cure osipodo mejorado.
[AGENT][POSITIVE] In uh also a poliapele correct.
[AGENT][NEUTRAL] OK, when there is a number of the local system the other way.
[CUSTOMER][NEUTRAL] You're in play.
[AGENT][NEUTRAL] Entire part pele.
[CUSTOMER][NEUTRAL] M A U
[CUSTOMER][NEUTRAL] See 10 1 tenola carjeta de se America I'searivoloque.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] In a mea quetebuque el.
[AGENT][NEUTRAL] A policy certificate number or policy number siloveolata.
[CUSTOMER][NEUTRAL] Yeah, there you go.
[CUSTOMER][NEUTRAL] OK. Tango.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bingo ID numbers.
[CUSTOMER][NEGATIVE] I, I prayer ID so long you don't wanna go get over it.
[AGENT][NEUTRAL] Elae is a numeral empire.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] No, it's something called theito.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Says cuatro cinco cinco says.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No no I mean youse laarta is a nomero de seguro orummelo de polia pero raramenteta tarta no meaparse now.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] No, it's a no no the the policea aparthenumeral cava that says quattro cinco cinco says not in outer numeralgeta.
[CUSTOMER][NEUTRAL] They have chicken. They have me to go.
[CUSTOMER][NEUTRAL] And a part a group number, group number is the MEU.
[AGENT][NEUTRAL] Calling group number.
[CUSTOMER][NEUTRAL] Uh, group number is N N Quattro recite.
[CUSTOMER][NEUTRAL] TNL employee ID.
[AGENT][NEUTRAL] is a multi.
[CUSTOMER][NEGATIVE] Laterjeta in a partto del rite medi and me la companialaquestoya cap querecio salario.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This allerine, this a multi plan.
[CUSTOMER][NEUTRAL] In a part of the drug is a Met life.
[AGENT][NEUTRAL] Look
[AGENT][NEUTRAL] Correct, to see lamente latarjetosing multiple police apolo informacion busit sourro socialde.
[CUSTOMER][NEUTRAL] OK. Cinconavere.
[CUSTOMER][NEUTRAL] Seat.
[CUSTOMER][NEUTRAL] Face quattro [PII].
[AGENT][NEUTRAL] Which is.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, see, la correta.
[CUSTOMER][NEUTRAL] Apartamento.
[CUSTOMER][NEUTRAL] [PII] Cuentas.
[CUSTOMER][NEUTRAL] Do you know parenthesize I.
[AGENT][NEUTRAL] So you do you know [PII] says.
[AGENT][NEUTRAL] He [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is in [PII] for [PII] actaoner as.
[CUSTOMER][NEUTRAL] Mihora
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Pursue and correct.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It sentios in [PII] memo que telephone no podemoses esto de vera avoarse uh la compania de travajolelebrinda segurorio prequelepoen uh saberi a algu meto de pueda aerona mejora laturaque against the momento.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The tournament to keep or telephone podemoseres is they use paraqueos tomento and informacar nos la and parapode los cambus necessarios.
[CUSTOMER][NEUTRAL] Pero the proscia me peacolora er um papa Nicola solosaitotura porque sim mediceso your boy the unalloicinapiroque me joel plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] In the end beneficio de loss to solomentes una verificacion de latura no queen.
[AGENT][NEUTRAL] Uh lapoliaina beneficios para examinees uh the bear or los rotinarioscommo per hemplo erimino el papa Nicolao erra unexaminariolamore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Is the seria part the oser conradojola polisa comun examine wellness or the or the
[AGENT][NEUTRAL] Or ruinario illa polia paratipo the examine is bringinga una covertura deesinozola despo exam asto maximo de docientos in quintadolares alao portipo examinees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect yeah and ah you are matro ma.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] See sip numero the ID for queso novaal medical not mm unaya paso in a medical primario nomen contra numeral the ID.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In.
[AGENT][NEUTRAL] Later he slapo er por correo electronico solamente confereelectronicoya menosa.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. It's [PII].
[AGENT][POSITIVE] It's correct, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Excellent kio que ban here to come a virtual dearjeta uh I the correo in the formallevoya included and be an instruction and as coopo cuent line traves pue la polisa los beneficiosrapolia brindaue car taita.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even anal momentos necessit mandala lope.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tea gracia.
[AGENT][NEUTRAL] And unless it's excellent pelela ta and unos also res maybe sin comuntos.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, get Gracia. You're welcome Parabo. bye-bye.
[AGENT][NEUTRAL] Get my.