AccountId: 011433970860
ContactId: 71d075d4-123e-4e28-98e5-6656f84134f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1037000 ms
Total Talk Time (AGENT): 492461 ms
Total Talk Time (CUSTOMER): 469214 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/71d075d4-123e-4e28-98e5-6656f84134f8_20250304T21:52_UTC.wav
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[AGENT][NEUTRAL] We gonna start this.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] 600.
[CUSTOMER][NEUTRAL] Uh, the jo teno um joseur con apele.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At uh let me go to here in ocre.
[CUSTOMER][NEUTRAL] A me.
[CUSTOMER][NEUTRAL] De la Compania deer.
[CUSTOMER][NEUTRAL] Oh, come on, I'm on Mia Miami surgical Center.
[CUSTOMER][NEUTRAL] Area 5SC to a software you know.
[CUSTOMER][NEUTRAL] Uh, no the, the, the, the IPL.
[AGENT][NEUTRAL] OK. Do you?
[CUSTOMER][NEUTRAL] OK um um see impartial tape uh yourtenoseurro on Florida blue er queriaque sillasito que paso ok metamanancora mea ya ellenopa always uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's a receiving.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] See, I get that a lottatita.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, from this group of player ID or or patient benefits number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Once a year.
[CUSTOMER][NEUTRAL] Uh, policy number Cinco Cincoo Cinco or zero.
[AGENT][NEUTRAL] Docinco cinco unocinco.
[CUSTOMER][NEUTRAL] I think I think I think I just said.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] He is me.
[AGENT][POSITIVE] Mucha gracias.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Uh, direction [PII].
[CUSTOMER][NEUTRAL] Yeah 266,600,060.
[AGENT][NEUTRAL] democracy together with er electronico socio po.
[CUSTOMER][NEUTRAL] Amita [PII].
[AGENT][NEUTRAL] Which is immigracious for verificacion you state er so [PII].
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] and so er your medicals in your past.
[CUSTOMER][NEUTRAL] Uh, and de lao pasa mil.
[AGENT][NEUTRAL] over the years.
[CUSTOMER][NEUTRAL] See Akita date of visit Oticuatro uh Miami surgical Center.
[AGENT][NEUTRAL] Coal monto total monto total de los de los gas or
[CUSTOMER][NEUTRAL] This take for uh partial this is my claim status.
[CUSTOMER][NEUTRAL] My total cost 9000 but I mean sin theta.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this causes occur from my provider beemisiniete.
[CUSTOMER][NEGATIVE] The puer total villa dosemi no ascientoiete. It is a my total responsibility and mesentoretaochos errosie.
[AGENT][POSITIVE] And perfect.
[AGENT][NEUTRAL] I encounter the questions or permit.
[CUSTOMER][NEUTRAL] [PII] upload uh la pajina.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They they claim, a claim form.
[CUSTOMER][NEUTRAL] There is upload that Ela for my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the Ferrero said de Benin item 5.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In [PII].
[AGENT][POSITIVE] Perfect. montodijoque as means to con and task and contreella and question.
[CUSTOMER][NEUTRAL] C S M E Y.
[AGENT][NEUTRAL] Is the
[AGENT][NEUTRAL] Esther lamo for process del Dia de [PII] pago total de do scientos in cuentaolare uh Miami surgical Center.
[AGENT][NEUTRAL] Icon epago to me in the beneficiosquele dejasaver uh Miami's surgical center que con conestepago maximum defiio Paeste cervicioidal cansado.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So so polio solamente da beneficio para servicios outpatient the maxi sciento sincuentare for the uh senior pa.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See la la la laser here.
[AGENT][NEUTRAL] Cualquierio medical steerliado el el uh.
[AGENT][NEUTRAL] Esticuatro is cubiertovajo is one of mass permittamele in the culpa.
[CUSTOMER][NEUTRAL] The thing on say million dollars the series they look at me cures but to say many people.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Correct, so polia cure tomsacientos dolarealano por erospiliacion la poliaindados beneficios uno beneficiopoli.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] El er incure and elcaso sisao machores is the beneficial seplica so is been stoollare Sisi me menoralaiochores is considered outpatient in a cao el beneficioes solamente de cuatrocinto zolares poria.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] E 02 Quattro.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Paramos docientoscuenta laser.
[AGENT][NEUTRAL] I seal.
[AGENT][NEUTRAL] Sciento sincuentaolares.
[AGENT][NEUTRAL] Uno and and rela ala anesthesia yelloson cargos directed doctor.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Downstairs.
[CUSTOMER][NEUTRAL] Yeah I see. OK I went to, OK.
[CUSTOMER][NEUTRAL] You know the already start being a police type of kid.
[CUSTOMER][NEUTRAL] Uh, Maine they know.
[CUSTOMER][NEUTRAL] You say so and the puerquelouria.
[CUSTOMER][NEUTRAL] Uh, uh.
[AGENT][NEUTRAL] Cipposobusolaro ride of beneficios in embargo sipula la polia que esparandusted pitaliado.
[AGENT][NEUTRAL] A rival conus test pretamento medico or going for meaderus testa inresado machos and sevenicio is the scientos.
[AGENT][NEUTRAL] medio es menora.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] El beneficio solamentes de cuentos.
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] Mm semiro esse ese.
[CUSTOMER][NEUTRAL] It's aorta in me said the sin.
[AGENT][NEUTRAL] Metamoque el beneficial maximu la poli sabridaio agotado reserves senior pace.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Mm people met and the looseuro look it.
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] I see where I come.
[CUSTOMER][NEUTRAL] For Miami Secret surgical center.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm not but I was in again.
[AGENT][NEUTRAL] Mhm. Anna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Me, uh, don't get I look over here I see that there in [PII] yes these are.
[CUSTOMER][NEUTRAL] Yeah, yeah, you get like.
[CUSTOMER][NEUTRAL] Its soooku.
[AGENT][NEUTRAL] Yes so uh.
[CUSTOMER][NEUTRAL] No, no, no, we want traffic.
[AGENT][NEUTRAL] Guanocerloreliso.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me check get it.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I think up to a la la.
[CUSTOMER][NEUTRAL] On the terrain polo pele.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mamoa permit primero croreelerio queerralio.
[CUSTOMER][NEUTRAL] I cannot
[CUSTOMER][NEUTRAL] Uh-huh, I cannot claim for him.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] In contreo unserviio Benique de stimscuatro.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Esto is um examine the diagnostico.
[AGENT][NEUTRAL] In LEE and MRI of Miami.
[CUSTOMER][NEUTRAL] Uh-huh, it's, it, it's, it's a C.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The lamo for process the uh the febrero de los meventicinco ester clamonegado devio quelos ervicios for relisados or vidos and the la poliaser active.
[AGENT][NEUTRAL] Sopolia and peer primerotu.
[CUSTOMER][NEUTRAL] Oh, and
[CUSTOMER][NEUTRAL] Premero.
[AGENT][NEUTRAL] Asos examineesolosiso and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cloud and it's so la perfect he uh it thing over it claim the one or um.
[CUSTOMER][NEUTRAL] They will not hit the tapia if we are braso.
[CUSTOMER][NEUTRAL] Uh uno in res uh el 5.
[AGENT][NEUTRAL] When I went to see it
[CUSTOMER][NEUTRAL] And and they don't be.
[CUSTOMER][MIXED] Yeah, but no cargo comitajeta the warranty says thank you.
[AGENT][NEUTRAL] Us bio te teslas a process.
[CUSTOMER][NEGATIVE] No, no man.
[CUSTOMER][NEUTRAL] Peru it unallita de la feque.
[CUSTOMER][NEUTRAL] And you know inticuatroinco um me and you.
[CUSTOMER][NEUTRAL] Uh, review the to or like something, yeah, yeah, but it's same Lalita.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Onto the loan mm uh copago delo de la terrape the guarinco.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I said those 73.
[CUSTOMER][NEUTRAL] Uh, do secuatro loose.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Put me to me.
[CUSTOMER][POSITIVE] Yeah, I, uh, about the, the credits OKmente a you no loss of OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Fla.
[CUSTOMER][NEUTRAL] Maybe he don't get to get a lobosal the apple.
[AGENT][NEUTRAL] And Tenna.
[CUSTOMER][NEUTRAL] Into a fact.
[AGENT][NEUTRAL] See, well because we don't
[AGENT][NEUTRAL] Put on a
[AGENT][NEUTRAL] The physical Docevallos.
[CUSTOMER][NEUTRAL] It's like see me about it.
[AGENT][NEUTRAL] That's right. [PII] ester clamo for processadia beiniete de nerolosmventicincosineembargo er the clamo for negado porque necesitamos legslicaofiios paratoda lara cuteerralios in your pa.
[CUSTOMER][NEUTRAL] De la C, yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, like beneficiola resus principal assomoses el monto mosque gas.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Into caso uh Trade in the Blue Cross.
[AGENT][NEUTRAL] See a contact to Blue Cross princial portfolia and explicas to the rapes are really so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] The I.
[AGENT][NEUTRAL] So your work is soap and the resurre bee.
[CUSTOMER][NEGATIVE] OK, damn me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Uh decerecuro.
[AGENT][NEUTRAL] Dire redose.
[CUSTOMER][NEUTRAL] That's like if I don't say it this year or next.
[AGENT][NEUTRAL] You here.
[AGENT][NEUTRAL] it para paratolos are medicalsidio er rea fechaertinteque solicitar I use like explicaso beneficios.
[AGENT][NEUTRAL] Paramo decor lapolia solamenteche de jaleabelo scientepolia no curepago de la via porquebeokipagoslavia del dubrepago para paraabel el quinoa and doctor [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] No, no, no, no, you say, you say, you see.
[AGENT][NEUTRAL] To Itoertos servicios comoenso cannocuvis perulo de mass cuartos solamente assesita on legs in the beneficio.
[CUSTOMER][NEUTRAL] Uh peru.
[CUSTOMER][NEUTRAL] No, no, plan, plan.
[CUSTOMER][NEUTRAL] Replication, the benefits uh enjoy more conosque aocalomanda of or
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Us to the the biosesa inform information direct mesotrosoino er quesalaganegarologuos la gara icomonos mandorelamo.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I mean, I see me mokomotoyendolo or claim.
[AGENT][POSITIVE] Correct, assuming one.
[CUSTOMER][NEUTRAL] Upload file in back.
[AGENT][NEUTRAL] Asseus.
[CUSTOMER][POSITIVE] Loyoyammo yeah ah we support so.
[CUSTOMER][NEUTRAL] We Latino po po poco in there no friend.
[CUSTOMER][NEUTRAL] Hopi
[AGENT][NEUTRAL] Claro claro esto estocervicio sip and cercuvier podrian circuvierto Bajolo polio in embargo samoso parapolo.
[CUSTOMER][NEUTRAL] Alright, see.
[CUSTOMER][NEUTRAL] Clark ben see application beneficial that.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] recorded lela slogangai oh albezoti and exes so I'll alitio web they use it alveote puede bus carlo con colomimoreclamo stenosamandoantes conmima choo puebulooides.
[CUSTOMER][NEUTRAL] Ah, you can see. OK, yellow yellow the blue cross.
[AGENT][NEUTRAL] G.
[CUSTOMER][NEUTRAL] I mean, probably I don't know.
[CUSTOMER][NEUTRAL] It's it's all of my hair right there.
[CUSTOMER][NEUTRAL] The only scan it you will upload like a.
[AGENT][NEUTRAL] Um, yeah, post to post.
[CUSTOMER][NEUTRAL] Mm they have to see seeeso or yama melode.
[CUSTOMER][NEUTRAL] Por correo perolo when I can you upload it's a file then OK I'm I mean to the I mean more checks uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, unabsque unabsque informacion bamosa ponello and and and lineaquelo processmosilloguterosa notification the formal conduo melo premer reclamosusosa notification and automatica handle like saberquejaviamosolo documents visa there's a mima forma acuandu step buelba upload deocomos bar noificacion.
[AGENT][NEUTRAL] I on the process houses and notification handlesque process housecuent systemvisars.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See you.
[AGENT][NEGATIVE] No, no, no, no, no, it's unnecessary advice, not necessary.
[CUSTOMER][NEUTRAL] Rela.
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Alright bro, with a gracia you no no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll go.
[CUSTOMER][POSITIVE] No solamente which is my gracia for you that er one to say what the power like la gente but then.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] There's a fortres a jacure maxi que questadipole paradiericio.
[CUSTOMER][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] Yeah, the Blue Cross. I mean Florida Blues is the rest.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK, OK, OK, yeah, thank you, thank you. No, bye bye.
[CUSTOMER][NEUTRAL] Hey [PII] alright.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Which is in my gra.
[CUSTOMER][POSITIVE] He won
[CUSTOMER][NEUTRAL] Bye bye.