AccountId: 011433970860
ContactId: 6ebcbc0b-dd6f-412a-9e20-423d0a4e2190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1217599 ms
Total Talk Time (AGENT): 494080 ms
Total Talk Time (CUSTOMER): 431605 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6ebcbc0b-dd6f-412a-9e20-423d0a4e2190_20250605T17:45_UTC.wav
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[AGENT][NEUTRAL] Cars.
[CUSTOMER][POSITIVE] Buenos Dilaura Diaz.
[AGENT][POSITIVE] Thank you my pleasure.
[CUSTOMER][NEUTRAL] Um, you have, uh, abode.
[CUSTOMER][NEUTRAL] The car cuenta quios as a tincoano incautilado mipolisa.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Porqueamola so compania leman comunajeta on the this call me mi bro.
[CUSTOMER][NEUTRAL] I mean sometamente quetenia unga insurance.
[CUSTOMER][NEUTRAL] I querosque beneficio.
[AGENT][NEUTRAL] OK, let's see can I request for organs telephone and calama connector.
[CUSTOMER][NEUTRAL] It's el cuatro era.
[CUSTOMER][NEUTRAL] Qinnientos or justincon no decu.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, you say notacion de la polian and numero the group and numero the polio.
[CUSTOMER][NEUTRAL] The teno uh porque samoso travessemi travajo conel enrollment period again cabanoeo nomoquee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Er broke by yeah is sunca intro and realida ala polisa minabeo joe entree quecia la elmi estabajoin nombre numerropiacomunase the casa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Cerroses and cuarenta.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, per, per, per, I can't.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Don't there is a mecling car non patron.
[CUSTOMER][NEUTRAL] I la polisa is in sciento Noventa.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sincuenta cuatro errodos.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] The sequeiva Julio [PII] ventevente.
[CUSTOMER][NEUTRAL] [PII]. Oh, beaventicinco.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, um, mepori to et as immiento directionore electronicoseboria.
[CUSTOMER][NEUTRAL] Uh, quatrotere in email is [PII].
[AGENT][NEGATIVE] Well no direction.
[CUSTOMER][NEUTRAL] Yes, and most people say [PII].
[CUSTOMER][NEUTRAL] It's in [PII].
[AGENT][NEUTRAL] In so [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, mm, halos beneficio beneficial that a poli potenretaokisa novia residioartavilata.
[CUSTOMER][NEUTRAL] So it is
[CUSTOMER][NEGATIVE] Cheladimi [PII].
[AGENT][NEUTRAL] Mm mm it is but the south and
[CUSTOMER][NEUTRAL] She She [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Sega.
[AGENT][NEUTRAL] Sierra lacusteed but de tener el esse the south [PII] [PII] to sin the muna ese the south.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, goraunca melega at solutaventtena.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, so you buy the tickets for that soon.
[CUSTOMER][NEUTRAL] Its de la Fontana.
[AGENT][POSITIVE] Mhm. Soloilelajeta is benefici you have a benefici moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To you.
[AGENT][NEUTRAL] See the papa on Puerto [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it just a [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh yeah, yes, OK, your cousin of the la sent you welcome [PII]
[CUSTOMER][POSITIVE] See, I see everything I need to you know you know you know [PII] these things.
[AGENT][NEUTRAL] Hello, call me papa.
[AGENT][NEUTRAL] Mhm, yeah, I may think I'm really.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mm it's much different rasa you know commodoro.
[AGENT][NEUTRAL] The de la solo and the comic papa pope lao sepola.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, OK, bueno acasio [PII] is justre direction. So ya jeta and camino normata cinco la, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. No, but it.
[CUSTOMER][NEUTRAL] Is to numbers.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, see, melasaljeta in the cinco no most important de Castro and [PII] Bill [PII] tosao.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, with the tupitaliadao solo fuga sciente que fua la megencia is lamegena mimo.
[CUSTOMER][NEUTRAL] Saliel Ms [PII].
[AGENT][NEUTRAL] It's a little bit more, yeah. OK. Uh, I beneficial see but uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, see, see, I beneficio the hemelo delo beneficio and to the outpatient the inpatient uh load the outpatient sero secondao so parajudar condusaline conus seguro primario.
[AGENT][NEUTRAL] Um, OK, so el maximo benefiio ambulaioed the mil dosiento encuenta oeso mildosientos encuentanocasele cure in estoes para sala gencilopital urgent here irolopital um noquesdian nos pico preva de dinostriolo pitale un centrogen and the dinostico.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I mean beneficio de yatrataino can.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh tamientratamiento mental emotional invented tamiento.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is loqueo beneficioquetine la poliabajoloque and bulatorio so el masimoquerio mildososcuentoor ao paraara de la la mulancia cubierest and tane paralancia um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Alo beneficiocatinoste sustenido cuarquiercosa the Julio el venterventote pue and via reclamo cantenemos tempoli birelamo.
[CUSTOMER][NEUTRAL] Oh, como como es dentales because of the thing.
[AGENT][NEUTRAL] No, solamentelocaid uh ungen and wound your care and wound care facility profame gotten uh um that I mean the ya silicon preva MRI CT scan aun prevalaquino paraella um catamino de cancer or oh jia rojia and bulaia then centro desiras or or hospital.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One la macom CT scan.
[AGENT][NEUTRAL] OK, mhm, yes, so er [PII] era.
[CUSTOMER][NEUTRAL] On your
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] An emergency room in diagnostic testing uh-huh so no documentpaque cubria perola beneficio maxima mildoso encuenta so silla canaque de mils in cuenta solo lepa mils in cuenta.
[CUSTOMER][NEUTRAL] Make it
[CUSTOMER][NEUTRAL] Mm yeah and that won't be little troil do oh my gosh.
[AGENT][NEUTRAL] Oh wow wow, but solo.
[CUSTOMER][NEUTRAL] You need to.
[CUSTOMER][NEUTRAL] just to the cordo and the maria and unasa.
[CUSTOMER][NEUTRAL] Solamente mesa sangre para estomando condola the camino paramita.
[CUSTOMER][NEUTRAL] Yeah solamentdovino mela mejobamos CT scan.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] He can me Seattle.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Epome mea pastilla me pus patch and poteniamolo pala even.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Wow, wow, they must be.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] See, it's me yes OK give me sta to seguro for el travajo in questa in my and mean network it mantolovido me OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Just tell me more.
[CUSTOMER][NEUTRAL] Can you cook it with me.
[AGENT][NEUTRAL] See, wow, yes it's a muchisimoy see he polio ego scuenta cantesecur pero um no no tu malofitalosi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] may sue meio Diacoma I so dela una de la la cuatro cinco de la ta tavara.
[AGENT][POSITIVE] Una junta oh my goodness, I know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh wow, the time in, in Florida? No, not.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] He was Italian car.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Or rile or mhm itolo la seguros ayanda elando seque queluno con el seguro congelotro segurola persona choco yeahanda.
[AGENT][POSITIVE] Wow.
[AGENT][POSITIVE] Oh wow, wow.
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEGATIVE] Mm no mm bueno leboa intrues or no seco tequira and bimore clausto majoo sit via pimento er criteria and clams.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perrosillombia amosa lopio doctorque lab to lemo aos um so sola the hoses um see aos ban and re clamos or le mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, but can I.
[CUSTOMER][NEUTRAL] Forrial, uh, yeah, a correla de elia free.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Come on come on copaymental mhm it's apocos thank you don't know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] No, solamente curloquela salvia las are not gena.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh come on la la de sangreeel on theme la maquina is a locure.
[AGENT][NEUTRAL] A la maquina see mhm yeah yeah la maquina see mhm see yes they and that's the comalest in the siloed solo in the latte and car tolo de mabiarto.
[CUSTOMER][NEUTRAL] Lama. OK. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] See proclaloqueregenbiale unformulario and part and for ulario levadeillo documento quebamohaneesitar junto from ulario casarian document.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I wanna see it soario fantastico.
[AGENT][POSITIVE] OK, I can do this.
[CUSTOMER][NEUTRAL] May I know be send me an email.
[AGENT][NEUTRAL] Mhm. See, no kid hanging lapan.
[CUSTOMER][NEUTRAL] Ah, an English tavien in espanolmolos the poten there.
[AGENT][NEUTRAL] English
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, wait, let me.
[CUSTOMER][NEUTRAL] Pero paramo desirable espanol para uno and to propialeno.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Let's
[AGENT][POSITIVE] Cilentova it is OK bye.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] 00, OK, ma'am, yes ma'am. OK ma'am, no.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] See see no no no the perfectamente.
[AGENT][NEUTRAL] OK, so the heat or electronico and this is the halala moment solamente electronico pooja for molario attach it. OK, so the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Rasa peripheral um rare electronico.
[CUSTOMER][NEUTRAL] OK, I'm gonna try this.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, no, totaiano.
[CUSTOMER][NEUTRAL] Let me refresh mm. Oh yeah, yeah, yeah, care team public, yes, yes, yes, yes, I would the city.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I I think attachment.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm. So la primera la la locaine can be queerian document quest uh uh they said the following documents must be accompany because SL itemized bill with diagnosis illalica in the beneficios the document viareclamore so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Lito.
[CUSTOMER][NEUTRAL] Buenopo muchas gracias Porto ajuda la jes pero andinoiete Dias.
[AGENT][NEUTRAL] they know.
[AGENT][NEUTRAL] See normamentes soloquetala porcore or rela mhm.
[CUSTOMER][POSITIVE] I mucha gracia.
[AGENT][NEUTRAL] Then I gotta put you I'm gonna.
[CUSTOMER][NEUTRAL] Well, gettenabu a car.
[AGENT][NEUTRAL] Bueno ventegrapele.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye.