AccountId: 011433970860
ContactId: 704e5798-212b-477e-ba64-9d20f931f0d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410209 ms
Total Talk Time (AGENT): 166255 ms
Total Talk Time (CUSTOMER): 113249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/704e5798-212b-477e-ba64-9d20f931f0d8_20250123T13:34_UTC.wav
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[AGENT][NEUTRAL] We wanted the conuso.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Olacommosas alata is tenemos unsciente quelomoseguario ikisierra devisar unos codios a que quele cure a moment.
[AGENT][NEUTRAL] OK, what is in the middle of the police.
[CUSTOMER][NEUTRAL] Yeahgaylaitan.
[CUSTOMER][POSITIVE] Alright, then welcome.
[CUSTOMER][NEUTRAL] Outpatient crodos cinco zero cuatro nveerrocinco Melleocho.
[AGENT][NEUTRAL] gracias telephone or lela yama is connected before.
[CUSTOMER][NEUTRAL] Pradoqueiterrocinco ochodos dodos do cite.
[AGENT][NEUTRAL] It is an extension.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The mixed and as decerolos Ocho.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] perfect is the number.
[CUSTOMER][NEUTRAL] Carlos Castellanos Augusto Trento delentino.
[AGENT][NEUTRAL] Just by verification information on the poor beneficialsa correct.
[CUSTOMER][NEUTRAL] yes
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Not so.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A effectivo premero de Julio desire is.
[CUSTOMER][NEUTRAL] OK, El [PII], yeah de uno.
[AGENT][NEUTRAL] That yes.
[CUSTOMER][NEUTRAL] And no term date, OK.
[CUSTOMER][NEUTRAL] OK, it's land.
[AGENT][NEUTRAL] See, just a moment just to check.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK and.
[AGENT][POSITIVE] Yeah, that's good.
[CUSTOMER][NEUTRAL] Uh, no, continue on.
[AGENT][NEUTRAL] And the filament verification as a disclaimer. The police are the beneficial maximode is [PII] persona is to redo of course applicado deposo principal aero medical in senior quesova sla sale emergency hospital and on urgent care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] In in Casa queer and unospital una fabulare on Centro Rico.
[AGENT][NEUTRAL] Coin examine is the diagnosticos enoses vailas ambulaas or facilia and er release an MRIs or plaques magnetic.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, tamintao er mentalesales tetratamentos radisa.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The membra that coversturaae ambulance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do preonta la primera the SSA smile kine e a cumulado ella consumido algo perone estano.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I learned you're being to to think.
[AGENT][NEUTRAL] And.
[AGENT][NEGATIVE] But then the sins not beneficius.
[CUSTOMER][NEUTRAL] OK. And on the part of the school and co-pays insurance deductibles, office visit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The office this now.
[AGENT][NEUTRAL] No, nel copado de la de la vista of icine nieltamento ella eldo solamentei eltratamenta recidocommente in la facilia commo emergencia urgent care.
[AGENT][NEUTRAL] Um, yo and Hoes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Perotemoque uh services uh relisa and like clinical office in a preval doctor nocubers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So seria unapolisa solamente para in patient services.
[AGENT][NEUTRAL] No, no solament patients senor silos necesitoistencia and a sala emergen.
[AGENT][NEUTRAL] Sincere on inpatient la police reo services that means system on urgent care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, sir. I want to do.
[CUSTOMER][NEUTRAL] I just say look.
[CUSTOMER][NEUTRAL] OK, tennis and the moment the channels.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Esta and then it's a number of the reference yeah.
[AGENT][NEUTRAL] scribe in the other days.
[CUSTOMER][NEUTRAL] Oh no solamente so much in a line.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, OK, Ms gracias. bye-bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.