AccountId: 011433970860
ContactId: 69c39b79-30b5-4d50-84ad-ecb118e2aa27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496410 ms
Total Talk Time (AGENT): 217319 ms
Total Talk Time (CUSTOMER): 187183 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/69c39b79-30b5-4d50-84ad-ecb118e2aa27_20250127T14:47_UTC.wav
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[AGENT][NEUTRAL] Whenas graciaporausto.
[CUSTOMER][NEUTRAL] To sola con.
[AGENT][NEUTRAL] I'm gonna the others.
[CUSTOMER][NEUTRAL] Yeah, so, uh, Yosu we, uh, unclaim, uh, conte but of the unre founded the pago case [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] He pero no, no, no, and I'm paying saleserrantoses para claim online nomelos no porqueto claims.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] Seeing clado processadoo nova no no leva paracele fromacion per hei for processado oil OK while no the polisa.
[CUSTOMER][NEUTRAL] Enumeral policize uh quince sainco nue cuatro cuatro.
[AGENT][NEUTRAL] OK, and numerous telephone and customerlaja mata.
[CUSTOMER][NEUTRAL] Uh, Nino cuatro says osote quattro quatro tres ocho.
[AGENT][POSITIVE] Good moment.
[AGENT][NEUTRAL] Eora verses ento o rela reo electronic.
[CUSTOMER][NEUTRAL] Uh, the [PII] or a [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, go and ask, yes.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] OK, but can I have a lama.
[CUSTOMER][NEUTRAL] Like amijo Nicolas Herea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Top.
[AGENT][NEUTRAL] And 12123.
[AGENT][NEUTRAL] Then that is the um demon because duplicado then don't clay and bio so the passion.
[CUSTOMER][NEUTRAL] Hey yo yo, you relay relamoel this is a correct be basicamentelo que quere er lo process in nolopagame muchachojo que quere claque.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh yeah, no.
[CUSTOMER][NEUTRAL] Loel beneficio de del segura lo que seguro pagono eel diagnostico and just creoreclamovilo el seguro.
[CUSTOMER][NEUTRAL] Um, porque elmaa el agnosticolopoloola semana pasa or the unto quetienne diagnostic diagnostical doctor ello segurolo ella oratorio loqueostopolopaque.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Ok, can they po poquenoso Pare um.
[CUSTOMER][NEUTRAL] No, I, I started diagnostico la primera pajina arquesu and la sunda said this right the agnostic and.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Any hair
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] No look at the look at noise and nums.
[AGENT][NEUTRAL] Moment it.
[CUSTOMER][NEUTRAL] Porquenajunaita the control.
[AGENT][NEUTRAL] See pero mm no i get the nearest the um not o porque no currimoloque fermeda or incidente um CF prevention no no curria prevention and does no posseria alon prevention is um that.
[CUSTOMER][NEUTRAL] No, I know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But yeah, el el el el el el pago.
[CUSTOMER][NEUTRAL] Is that your a quesa ceruno laboratorres Siya sermon mi mi laboratorio and all the sequeual eso lore.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] No, no, so no.
[CUSTOMER][NEUTRAL] Pero prevention as a
[AGENT][NEUTRAL] Prevention studio hanues on prevention or citeba ques Inostega lab corb isiauna preva porque and the repentine or stomago or repente and no huo so nose and ledafito deto um quara preva de dnosticoermead or accidente and does the esolono curemos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] for prevention is normal es no cuertomentour primario is on casso primario preva and not conserrales I dinosoloo torimos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh that yeah, it's not it's not in porque see don't.
[AGENT][NEUTRAL] Or traves de la polia es una polia secondaria supplementariapar fermeades or accident.
[AGENT][NEUTRAL] No no prevention.
[AGENT][NEUTRAL] La polio and you know this amoretti illapoliaitambenque is purermeda or accident.
[AGENT][NEUTRAL] Sickness or injury. Kalia solo sickness or injury.
[CUSTOMER][NEUTRAL] OK, pero el el el seguro el seguro no curio eso i melestamanando uncopado.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so we don't know Jurio pero perouna no una preva noouna pre prevention.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And Don says,
[AGENT][NEUTRAL] Periqueremosotravela documentacqueelebier and biaruna caraque querecover a mirale informacion if verea undocumento quetengarco denoso.
[CUSTOMER][NEUTRAL] No, no, yeah, yeah, yeah, like man, no, yeah, yeah, mandarelo and no, no se porqueque you know you know [PII] who who examined the sang.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, no pero el seguro espar fermela or accidente no no no no padamo prevention anoqueposrovaqueest part desu routine checkup this wellnesses prevention and says no sotropopagorova que unermedae er elgoque un que.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, sir, but is much is maraza.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's