AccountId: 011433970860
ContactId: 68541263-3572-428a-a54a-8a76176e969c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571929 ms
Total Talk Time (AGENT): 241147 ms
Total Talk Time (CUSTOMER): 315055 ms
Interruptions: 8
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/68541263-3572-428a-a54a-8a76176e969c_20250606T18:50_UTC.wav
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[AGENT][NEUTRAL] Mona graciapoyapelelelaor congen agusto.
[CUSTOMER][NEUTRAL] sciente nomient online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem sir.
[CUSTOMER][NEUTRAL] OK, uh the on it Matela cuenta.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is, um, me to, um, polia Soumapolisa.
[CUSTOMER][NEUTRAL] Member ID the see it says uno no quattro quattroo uno.
[AGENT][NEUTRAL] OK, yeah on telephone and casajama connector.
[CUSTOMER][NEUTRAL] C 3 333,030.
[AGENT][NEUTRAL] OK, Porfica direction corre electronico la ession as sciento.
[CUSTOMER][NEUTRAL] Those see do [PII] lapis.
[AGENT][NEUTRAL] Well it electronic.
[CUSTOMER][NEUTRAL] Er, electronica.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Esto la pajina secured [PII].
[AGENT][NEUTRAL] OK, yes, [PII] cuenta or stratao [PII].
[CUSTOMER][NEUTRAL] No I don't need I get both.
[CUSTOMER][NEUTRAL] It's a gray light. No, show show shows have to uh I will log in. It's a good login in in noon no gonna fill in an address.
[AGENT][NEUTRAL] OK, there's the [PII] cuenta unreada cuenta solo tratado.
[CUSTOMER][NEUTRAL] Is she gonna see.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Soya rate dela cuenta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Via cambia la the ground and vacuenta puseldato de la polisa la la cuenta la polio and I can me social la poli nose.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'masa to junto, OK.
[AGENT][NEUTRAL] OK, so loquebao momentos eserar quaquiel um quaque ap quetengavierta and no sotro Iva or belari para resettia.
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why uh APO.
[CUSTOMER][NEUTRAL] APL who can using lata form here.
[AGENT][NEUTRAL] I see. I see, yes, I see, yes.
[CUSTOMER][NEUTRAL] Oh mine I got tell you and then they log in or create your OSC account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yer Rotolotenianavierto de no soreo paraquenogan in OK, OK, Li OK and OK, see, I I I I click can create your OSC account. I I click uninsured.
[CUSTOMER][NEUTRAL] See I know they gonna so it's new conflict.
[CUSTOMER][NEUTRAL] But uh uh uh on on tema the the conchro it a con con con edge.
[AGENT][NEUTRAL] Uh, no, uh, la la browser questa and eo momentosunano is el chrome el safareyle so no stress, um, browser questan funando sossan rees so stressesuna no mas.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One.
[AGENT][NEGATIVE] OK, lostaciendo encomputtadora or los telefono.
[CUSTOMER][POSITIVE] Perfect, and this mamosa.
[CUSTOMER][POSITIVE] See la no, there's saga if we by the way boa, uh, to make you take a sesamma uh create your OSC account perfect. You are gonna insured.
[AGENT][POSITIVE] Computer, perfect. OK.
[AGENT][NEUTRAL] Mhm. Correct, OK.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Yeah I want they pick it OK but I.
[CUSTOMER][NEUTRAL] But an insured?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, could you say?
[AGENT][NEUTRAL] See, see.
[CUSTOMER][NEUTRAL] A boy on last name [PII].
[AGENT][NEUTRAL] OK. [PII] OK.
[CUSTOMER][NEUTRAL] La cuenta.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See la cuentaola in [PII] la cuenta queer la polia is la una qua quadro.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, I said no numero neesita and it's a numera nova con um, and numeral member ID no es laponisa no no la polia number no la polisa.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I see, I see, right, but what about social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the social I boy uh uh residential zip codey me the [PII] or [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII] del rerejuno chosero para email [PII].
[AGENT][NEUTRAL] Diojeara are uh-huh and date of birth versus queer.
[CUSTOMER][NEUTRAL] Yeah, his date of birth is.
[CUSTOMER][NEUTRAL] So I think they think.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The social residential zip code uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, oh, complete your account. Ah, perfect, yeah. Oh yeah, come you say yeah, come a verification is necessary. Please click send a verification code. I got no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The pongasu email [PII] email primero [PII] click on send verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I am here.
[CUSTOMER][NEUTRAL] Oh sorry communication code.
[CUSTOMER][NEUTRAL] Basa verification code even for a new password.
[AGENT][NEUTRAL] The fungal verification code.
[CUSTOMER][NEUTRAL] Now a new password.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I I I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh when you've got.
[AGENT][NEUTRAL] OK, and I go, I click and verify code you know with the Pepunga on new password.
[CUSTOMER][NEUTRAL] Uh, yeah, that.
[CUSTOMER][NEUTRAL] OK, yeah, but it display name given name is surname.
[AGENT][NEUTRAL] It's a it's a display name vase nombre conpletosa el um el given name el prime nombre elotro espegido.
[CUSTOMER][POSITIVE] Yeah, perfect.
[CUSTOMER][NEUTRAL] Please wait while we process your information. I agree, I agree.
[CUSTOMER][NEUTRAL] And they now again because I'm going to go to that or that we are logging was a log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm and verification verification.
[AGENT][NEUTRAL] mhm OK [PII].
[CUSTOMER][NEUTRAL] Oh very
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sorry, I'm verification in my own.
[CUSTOMER][NEUTRAL] I miss it.
[CUSTOMER][POSITIVE] Uh perfecto.
[CUSTOMER][NEUTRAL] Oh, OK, let me send it.
[CUSTOMER][NEUTRAL] Verification code that's got code verite code.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][POSITIVE] Perfect and [PII]rd.
[AGENT][NEUTRAL] least OK with.
[CUSTOMER][POSITIVE] Excellent. OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] A then OK.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] So you you can receive claim status update via text me and the.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, so to verify.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] I don't look at my hair.
[CUSTOMER][NEUTRAL] OK, yeah for mail.
[CUSTOMER][NEUTRAL] OK, I see the tomorrow but uh.
[CUSTOMER][NEUTRAL] Yeah, don't know, but I lost claim. Start your claim. Don't know, but I lost claims but you claim back.
[AGENT][NEUTRAL] My, no, no, by my pol and a dashboard by my policy in we go under my policy Babeque they said claims so I gotta click on claims.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] They a no claims.
[CUSTOMER][POSITIVE] It show mandebua for me.
[CUSTOMER][NEUTRAL] You start your claim.
[AGENT][NEUTRAL] No, no, no, no resi dire, uh, nose canonoido updated, um, pero si resimosodires uh estan lineia parao so noses and mimoquesta bioses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, say send me sorry.
[CUSTOMER][NEUTRAL] They said to me.
[AGENT][NEUTRAL] No, no, notineca poqueyastaca cuantosia process aparer and loquellasan processal, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Fine perfect. The muchisima gracio.
[AGENT][NEUTRAL] Then I budget I go mas I.
[CUSTOMER][NEUTRAL] No, I'm saying that because I'm with [PII].
[AGENT][NEUTRAL] Then I want grapes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.