AccountId: 011433970860
ContactId: 71cb3cfb-b917-41ae-981b-c8365d29edbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 955640 ms
Total Talk Time (AGENT): 540122 ms
Total Talk Time (CUSTOMER): 515999 ms
Interruptions: 25
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/71cb3cfb-b917-41ae-981b-c8365d29edbd_20250605T16:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] When I tell theelelela.
[CUSTOMER][NEUTRAL] Oh buses um the cubacommos to nombre.
[AGENT][NEGATIVE] Minoso.
[CUSTOMER][NEUTRAL] So, OK, and so mere [PII].
[AGENT][NEUTRAL] Hello [PII], for myself.
[CUSTOMER][NEUTRAL] Being que mesaac see mecuche.
[AGENT][POSITIVE] I'm a pleasure that.
[AGENT][NEUTRAL] See, see, I'm on a budget for that.
[CUSTOMER][NEUTRAL] See, like is it's for commode do that they are cercanafatua queselegenbio parapagoli porque porque no no cues.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it does the claim. OK, um, numeral telephone and calamata, you know, [PII].
[CUSTOMER][NEGATIVE] She reserrocinco tres resinco erronue unodos.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK gracias, in a number of the policies.
[CUSTOMER][NEUTRAL] El numero de que polish. OK, errodo cinco errodo cinco say quattro cuatro tress.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] gracias porsegua verification as immiento directionore electronico.
[CUSTOMER][NEUTRAL] OK, uh, Mao quince delo gente cuatro mm mil patroscientosal three apartamento cuatros rose Coral Gable [PII] tres cuatro Florida in the correo yes parflow arova hotma.com.
[AGENT][POSITIVE] OK, perfect. So that service with pararelamo.
[CUSTOMER][NEUTRAL] Elala servicios is the sembre del venti.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Doctor Hospital.
[AGENT][NEUTRAL] DCM del reticuatro.
[CUSTOMER][NEUTRAL] See sale la fe this day service see.
[AGENT][NEUTRAL] Is that stairs?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, the clamore yes.
[CUSTOMER][NEUTRAL] Buenojola you electronico de rogo.
[AGENT][NEUTRAL] No sonamandamoora electronics.
[CUSTOMER][NEGATIVE] And to er to mala la tare me porque la mejoqueta.
[CUSTOMER][NEUTRAL] queso queer podemosa sisi rialgo or part loquela is.
[AGENT][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Olicao.
[AGENT][POSITIVE] OK, um, queerviiolo Freciero.
[CUSTOMER][NEUTRAL] Bueno, er this is sport um buenos er er unapia de la no lada on the era res porque er la que que esquelarey latrela fare.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Could that be aya?
[CUSTOMER][NEUTRAL] It's up to.
[AGENT][NEUTRAL] OK, um, I celoica facilidaya or in que facilida so.
[CUSTOMER][NEUTRAL] Uh, this, um, mm, er er the lo batis, er, see this a doctor hospital Baptist, yeah, it's for medicine mhm.
[AGENT][NEUTRAL] For.
[AGENT][NEUTRAL] Baptist sport. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, uh, the heicio rapeditoraampolaque nomoscubierto no more reclamo pero, um, so you look at and via clamo, um, is so lamente, um, cuandolosia sequeles and no tracelaarjeta, uh, la the Oklahoma or uh fax quetelaparta trajeratajeta um.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it doesn't say loque me cominajesquela jay.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Idly for mass me.
[AGENT][NEUTRAL] You see a relamo nomorelamo or uh no mm mm.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] Cloquelevamos and bear bassador or regular no and viamos not electronicamente um.
[CUSTOMER][NEUTRAL] Ah, that is what I just mhm.
[AGENT][NEUTRAL] Uh-huh, because you the beneficial.
[CUSTOMER][NEUTRAL] And don't say like when I can.
[AGENT][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] OK, caso de queen virelamo totara porque melopo con collector.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mm, um, quesigopolopo collectors in relief I'm lo travesikisa when I'm put on hold and so so messia you have a sin can be remilamo.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Yeah, mhm, I see.
[CUSTOMER][NEUTRAL] Coque process OK or er er it's a process oqueta that I collect to paraques.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mucha beeo loqueas and naveda nosacomo fun and poque fun and differente per la mayor loquela mayoria loque reporta is ok uh er reclamo or reclamo no fe processado bamos and biallo traves when biamosal diavo bamosa lean blah bla better see um aquioquetienne um beneficios de.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] and part beneficio no guarantia pacatura part beneficio so noni esita at the moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][MIXED] Ah, no, perfecto me me con contentanza. OK, so pero peromo queendo porqueosema delica in in question decudo to quereque de queman pope informacque and take aga I'll go me talking.
[AGENT][NEUTRAL] I see
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Savercusing knows uh porque mediron conseguida no porque solo esolo de parte de la seguro aparte no.
[CUSTOMER][NEUTRAL] It's on the post.
[AGENT][NEUTRAL] Como de segua part.
[CUSTOMER][POSITIVE] So you think is a good OK you know elgaposalle pel.
[AGENT][NEUTRAL] Mm mhm uh-huh, uh-huh, uh-huh Creo.
[CUSTOMER][NEUTRAL] Pero clarojinate porqueos implemented queso on the pole le er the congo so mm.
[AGENT][NEUTRAL] OK, uh, it's a proso normal see, uh, el prose demiento normal de la polia secondaria escutebalugar de serviciotea susuro primario used thea estecommosusosearium.
[AGENT][NEUTRAL] Presentallaos lebanga desir tango la searia system que Igulo system papo secondario iporeolaepang it terminal lapasillo is the remorso so valid.
[CUSTOMER][NEUTRAL] Isadosato.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] A lossosan lossos process and reclamo conus seguo primario illodo rescia contestas seguro primario and b and a reclamoso pano processalo yeah you know process samos the paramosa provedo loquesta re cando de loqueno pagos primario seguloque.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's that superque akiten con casto yes yes you still in a just conseguo de cuenta just some contrato doesn't just applicadoeso mhm apart and to meque civil me don't they yeah IPL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh, I see, yes. Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See and try clamo to medijami no no setang so jam is in the melora ora pro noma set IPL porque queer porque mecala muchacha que no mega ploque la la loro process quejoageo meta la.
[AGENT][NEUTRAL] Uh-huh, right.
[AGENT][NEUTRAL] Coreo araviarusup proore clamo um banneesitaqueleb eos una factura de tajada colodigonotio he promio i junto coneso.
[CUSTOMER][NEUTRAL] OK, Jares corrigo no mean no for me uh-huh.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] It's una factura de taja see una factura detajadalodios the diagnostico he prose.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paura detaja. OK, siporque para paralanar. OK, it's solo and itsitanclamo mhm caso.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. Is it?
[AGENT][NEUTRAL] Personai paracubie proreclamo so says es aloquetenen bile and la facilida luceviiote uh luego junto conesoteine can be a la coia de laliacione benefiio deus primario in the canola cantidaqueojali caronaldo si it bienneesitariamos un formulario ques the palteno sotrus queencuentra nostrapajina and I am a public punto come.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I am a public point of.
[AGENT][NEUTRAL] Mhm. Yes, so for Mulario for mulario sevayamariqueuppolisa met link.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Como.
[AGENT][NEUTRAL] Medlink.
[CUSTOMER][NEUTRAL] Met link Imiistan number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK, certainly.
[CUSTOMER][NEUTRAL] OK, it's like it's OK.
[AGENT][NEUTRAL] I see, yes, yes, and then I think I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Laplica in the servicio de loqueseguropagaosa que paguaki soo particamente er foreign contratons el el eso esoplica porque beneficio quetine and porcereo contraga meno costo te cuenta.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lo que cuenta es queso primario Aveloqueestangaciendo.
[AGENT][NEUTRAL] Um, processerre clamoyliquela cantida que correspondsi so ao ban et normalmente unseburo primarios pretinosus de cuentosusus cosa conus provedo continento no.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no melo loque contrato Isale me it's a comun contrato de que sali ban menu yes beneficioteno those are you know the meseuro.
[CUSTOMER][NEUTRAL] And the yellicono papagame in it cao el beneficio quetengo jo porqueti contra conoi polotantoque menosel costo de los de loquero.
[AGENT][NEUTRAL] Sires alto lolotaffiio OK el provedo bamojaleques um baptist quesillo, OK baptist. All right, baptist cobra tremildolare for a proso.
[CUSTOMER][NEUTRAL] In this nopago.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, ellabia seguo primario segu primario is no er no mode cuenta pasta persona de mi cuatrociento so a reconsable de esciento esocientos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah yeah, uh-huh, mhm, I see, yes, I think.
[AGENT][NEUTRAL] OK, so eso esosa questalica loquenos have commouna eso significa que que que seguo primario aseptola cantida perostienes cuento periarti duos nopa nada ensamentelois no meal delos.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Ali and this is what it's a hearing [PII] uh yeah.
[AGENT][NEUTRAL] Uh-huh. Exactly. I see yes. Mhm.
[CUSTOMER][NEUTRAL] Oh nomara ala brujagala senorajesa I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you said
[CUSTOMER][NEGATIVE] I see me and reclamo mentirosa zairos like reclamo.
[AGENT][NEUTRAL] Mhm. So.
[AGENT][NEUTRAL] So you guys like que jamon investigo I uh Irana pajinayerrearuna cuenta in pue que queremossemorejevareque de loquemoreloque no.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEGATIVE] Yeah, so me no but yeah oh no thank you.
[AGENT][NEUTRAL] Uh-huh. See you.
[AGENT][NEUTRAL] Let's see, so no, no, no, no de la conclusion the envireclamo primero preuntelemalodigale um.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no, you got to.
[AGENT][NEUTRAL] So jamalamo this um jami seguroch investigate nonrecividoreclamos borreviallo porque clan.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, but.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I is my puna corredo and the isorecamo.
[CUSTOMER][NEUTRAL] no.
[AGENT][POSITIVE] No, yeah, no like a possibility that thing and it is so love it.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Means abunolotro mediquelo lois so you don't get in equator y ya they have a glamor.
[AGENT][NEUTRAL] Um, pueda er so eden bien Celvia facts normamente talcuroquacio shower la polia for facts sino bia porcorreo retake no pore uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] See yay cuenta que la semana queen mahalantejoriant yeah Marlo queloman.
[AGENT][NEUTRAL] Sima.
[AGENT][NEUTRAL] See lo masilloma conveniente feriatoloqueo mio yosito cuenta um joloquego esque uh tenoreramiuente logos entra mi cuenta mira jereclamo je claque mira reclamo.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ah no, no, la, la.
[AGENT][NEGATIVE] Is the reclamopomaria esta reclamo esta persona podemos destees no esque novasa quienabarco isoganos just to me and that uh.
[CUSTOMER][NEUTRAL] Ah, oh yeah.
[CUSTOMER][NEUTRAL] No, no, I see.
[CUSTOMER][NEUTRAL] And I think that
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I mea I can you are you a cuenta.
[AGENT][NEUTRAL] Just let me see you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's uh aquiloquecuenta lodging a ah I know.
[AGENT][NEUTRAL] See, correct, I see, yes, uh-huh.
[AGENT][NEUTRAL] Now you
[CUSTOMER][NEUTRAL] No, no, no, qua quando to bolsillo. I kept onsela pila. I know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] yes yes but I see lamente I guess a cuenta paraqueotea churre clamos yi vertamilo que pagado yassisi repented the taldi doctor [PII] [PII] the reclam like a man is sussas cargos scene.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], CC.
[CUSTOMER][NEUTRAL] No, I ragoalbono is saloun for sole manduaque oh there I mean she's algo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] didn't know.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No problem. Well no I I then uh [PII].
[CUSTOMER][POSITIVE] No, well, I know Buea which is my gracia.
[CUSTOMER][NEGATIVE] No, the momento no [PII].
[AGENT][NEUTRAL] Well no, then uh I could go in the environmental.
[CUSTOMER][NEUTRAL] Bye dress you are.
[CUSTOMER][NEUTRAL] I thought it.