AccountId: 011433970860
ContactId: 71686fbe-354c-4f54-a71d-3e36be002466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201839 ms
Total Talk Time (AGENT): 78830 ms
Total Talk Time (CUSTOMER): 97062 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/71686fbe-354c-4f54-a71d-3e36be002466_20250115T19:22_UTC.wav
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[AGENT][POSITIVE] Moss gracias [PII].
[CUSTOMER][NEUTRAL] Oh yeah [PII] so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The thing on a on a quain unapolia a trabe demi compania no the trava hope tomente pero o pana serrari no company can mimo service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My preta quiraquetienne parami silo quierra continuar congapele um ellos protinos me.
[AGENT][NEUTRAL] OK, you put a guitarro de la polia con apiele.
[CUSTOMER][NEUTRAL] Cerro Ocho Sierra Uno.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sta the inpatient hospital or outpatient hospital beneficial cert number.
[CUSTOMER][NEUTRAL] Oh, see, inpatient hospital. OK, outpatient or inpatient? What, what do you want?
[AGENT][NEUTRAL] Either one.
[CUSTOMER][NEUTRAL] OK, Crodos res errouna.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0 M L C.
[AGENT][POSITIVE] OK gracias etche de naimmiento.
[CUSTOMER][NEUTRAL] Julio?
[CUSTOMER][NEUTRAL] Diocho de mio eso tares.
[AGENT][POSITIVE] OK, gracias.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's on the moment for sav.
[AGENT][NEUTRAL] It is que el Grupo novaar con apele.
[CUSTOMER][NEUTRAL] Coreto tarea cars um say Claren quierra inostro contrato and say el trenta you know de nero.
[CUSTOMER][NEUTRAL] And to say um quequereti la polia porqueio bien conte cuanto mearia parami parami poso um contralay deretamente.
[AGENT][NEUTRAL] OK, Iambienva egir con lauren principal concarmax Camax.
[CUSTOMER][NEUTRAL] No, Capocoer mela nueva compania metacio Florida blue aria con Florida blue with the casa.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ionica, um,
[AGENT][NEUTRAL] Manera Pasigiron Apele is.
[AGENT][NEUTRAL] Silasseurs Principal de carmax.
[AGENT][NEGATIVE] Ela company no frese ape ele entos no auna manera que puesigir con cobra.
[CUSTOMER][NEUTRAL] Oh, no, no, no, that's all.
[CUSTOMER][POSITIVE] Oh, OK, OK, perfect. OK Iopsialo porerrata me no solotrale. Oh, OK.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] What Mucha gracia quetengaia.
[AGENT][NEUTRAL] As I said I I come asking for you.
[CUSTOMER][NEGATIVE] No, or or no mucha gracia.
[AGENT][NEUTRAL] Caring graces apeliquias in [PII].
[CUSTOMER][NEUTRAL] Igulute
[AGENT][POSITIVE] Gracious. bye.