AccountId: 011433970860
ContactId: 6b8a97c3-d057-495b-a9a6-3b11edea3b08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649200 ms
Total Talk Time (AGENT): 247272 ms
Total Talk Time (CUSTOMER): 272993 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6b8a97c3-d057-495b-a9a6-3b11edea3b08_20250409T14:02_UTC.wav
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[AGENT][POSITIVE] We gracias apelemiamalis and podar.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, when does he?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] One of theirs.
[CUSTOMER][NEUTRAL] Uh, other person permiso de que espanol.
[AGENT][NEUTRAL] Yep, no, I, um, it could they be in.
[CUSTOMER][NEUTRAL] Echeva permiso de lara.
[AGENT][NEUTRAL] OK, Eales in numero de la Paullia.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] And I would say no.
[CUSTOMER][NEUTRAL] Doocho.
[CUSTOMER][NEUTRAL] What I say no they will know.
[AGENT][NEUTRAL] Yes, there's a numeral nonro de la polio numeral.
[CUSTOMER][NEUTRAL] And it's um no de la polia.
[AGENT][NEUTRAL] OK, it says the numero de socia momentdita poravor.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Ikolosayama.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just bear with me a moment, Tito.
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Note.
[AGENT][NEUTRAL] OK, gras.
[AGENT][NEUTRAL] Irexionor favor.
[CUSTOMER][NEUTRAL] Trenttavente er uno forte no no no.
[AGENT][NEUTRAL] OK, gracias, yeah no that's 11 or 45.
[CUSTOMER][NEUTRAL] Osteoreoveos.
[AGENT][NEUTRAL] OK, glasses.
[AGENT][NEUTRAL] OK, you think I'll uh pull the accidente con Ape E?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, rear.
[CUSTOMER][NEUTRAL] Mira solo que pasa es mirmana to go on accident tenia trios and caderatosis sequelacaderaeer to os aden follows reos yestenlapolia con comune unepende in la semi mama accident.
[CUSTOMER][NEUTRAL] Perocommoditis nosamente quepaso perodera laea said X-rays is a cuenta quesu suo estaba nueva mente querado so queita pres preta queso la polia the accident.
[AGENT][NEUTRAL] Mhm. SK Occident tinique, um.
[AGENT][NEUTRAL] Esar Mentresque la polisa Ativa Etipoliawa Ativa el Premier Dia de Julio dos Milbandidos.
[CUSTOMER][NEUTRAL] Right, pero unque sele pero nosamoso con sala des calio or um ala mejortuocommonacomamodio malo alcaida and toes I meannicamente accident no porque roto.
[AGENT][NEUTRAL] Uh, you saycao uh this place still betido so.
[AGENT][NEUTRAL] I'll go
[CUSTOMER][NEUTRAL] So see 00 primeros pesosova mente orita esto pao yeah yeah yeah la poli selosreueva yapon Mira and toses esto paso el marquespasado to la polite.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, see, see.
[AGENT][NEUTRAL] Fuee this place.
[AGENT][NEUTRAL] Lapoliapo activva errilamo ala sala demegena undo.
[CUSTOMER][NEUTRAL] See cualita una clinic era raki's yeah he said you cuenta que 10 que.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It doesn't speak.
[AGENT][NEUTRAL] See how you sayao, I'll go I see see.
[AGENT][NEGATIVE] Perro NSte accidented display cabintidos a uh.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, Tion Weobrato.
[AGENT][NEUTRAL] Cone accident or este cuando estresando to recianos.
[CUSTOMER][NEUTRAL] So uh oritaque.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Cuelamo.
[AGENT][NEUTRAL] Ionaforma and their website [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is, um.
[AGENT][NEUTRAL] I am a [PII].
[AGENT][NEUTRAL] about the claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] E Neste formma they say exactmentelodos knees tamos.
[CUSTOMER][NEUTRAL] OK, loos. OK, I ila pretataeria esque mira, um, miermana nostiane, um, like health insurance. I uh they, they, they help, um, pero la solamente te curefu esto esto de pue de quelo pagos communreboro no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See it's on reversal.
[CUSTOMER][NEGATIVE] OK, and those esto fuer de que seria des puede que pagara los pagos del medico entoses todos estos pagos papeles los entregamosi pue [PII].
[AGENT][POSITIVE] Exactly on internet.
[AGENT][NEUTRAL] On, on email.
[CUSTOMER][NEUTRAL] Um, Como.
[AGENT][NEUTRAL] OK, it's an Amazon website.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Sierre ver la polisa lo beneficios estanel website per sisita era uente and a website the AEA.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh yes, to say, OK, um, APO Comoyama and Como is APO website.
[AGENT][NEUTRAL] Is secured [PII] per necessitamos un emailparqueue una cuenta.
[CUSTOMER][NEUTRAL] Los
[AGENT][NEUTRAL] You know the name of an email.
[CUSTOMER][NEUTRAL] Yeah they have me directed through email.
[CUSTOMER][NEUTRAL] Uh, is it a loyalty.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK, I said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Set see [PII], yeah.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Pin said on the quinta.
[AGENT][NEUTRAL] I'll read that and by necessita go ahead new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. I'm an individual with an APL policy luego [PII] landformacion [PII] Susana.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, on
[AGENT][NEUTRAL] Username and password.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] See, um, OK, OK, and this is [PII] conseco emailformat propecuenta it's a pro cuenta.
[AGENT][NEUTRAL] Mhm. Exactly.
[AGENT][NEUTRAL] If we set every crime in in their website time being.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, yeah, OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Got it. OK, pero comote comote premontayacuandos clamos banyaque yeah yeah I got ermana lopealista queslocumentos.
[AGENT][NEUTRAL] Uh-huh. uh Quandotti.
[AGENT][NEUTRAL] La cuenta necesito escarelumero de la polia i la poliava uh
[AGENT][NEUTRAL] Said in their website Iun Pahiaiyama schedule of benefits just about the sale of beneficials.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Equanto uoesel beneficio.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I hear me on the website that one.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Your point that in the middle of de la Polia.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It's a 90 those.
[AGENT][NEUTRAL] Cace Nvereinco.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Paint I think no I think OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, vitidos certe de Cinco. OK, perfect.
[AGENT][NEUTRAL] Why not? [PII] what are you guys think.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, yes, so now I'm aposto, um, a preiamo so, so, um.
[CUSTOMER][NEUTRAL] To me that, yeah.
[AGENT][NEUTRAL] So is he sita mahamanosoka.
[CUSTOMER][POSITIVE] Yup, Mucha gracia.
[AGENT][NEUTRAL] Gracias apele quepasia.
[CUSTOMER][POSITIVE] You welcome bye bye.
[AGENT][NEUTRAL] Bye bye.