AccountId: 011433970860
ContactId: 71fe3cb3-2374-426c-a4d6-b17a3f002578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 864880 ms
Total Talk Time (AGENT): 186779 ms
Total Talk Time (CUSTOMER): 270860 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/71fe3cb3-2374-426c-a4d6-b17a3f002578_20250411T17:41_UTC.wav
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[AGENT][NEUTRAL] When I gracia con qui augusto.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] Er, sima esquito blando paraci me puedea and contrarua una clinica on the operair mes poso yo uh for nounyos can.
[CUSTOMER][NEUTRAL] In noncontramos I don't they use.
[AGENT][NEUTRAL] Um, Jarato de boare is the doctorgenaria or or no no a polio.
[CUSTOMER][NEUTRAL] Uh, no, see, yeah, you got a very in it it's like a no, no, no [PII] quetengo.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] From your
[AGENT][NEUTRAL] OK, um, they telephone in the polia.
[CUSTOMER][NEUTRAL] El numeral what?
[AGENT][NEUTRAL] Numero the policy and numero telephone and casola la.
[CUSTOMER][NEUTRAL] OK, mumme of the telephone noarian nove in contauno te cincose say tres cuatro.
[AGENT][NEUTRAL] OK, the number of the policy?
[CUSTOMER][NEUTRAL] Uh, it's under this uh employee's ID.
[AGENT][NEUTRAL] Mm vapearoodijitos and [PII].
[AGENT][NEUTRAL] Tunai.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] A principia.
[AGENT][NEUTRAL] In so um a number.
[AGENT][NEUTRAL] Can you say I said [PII] there.
[CUSTOMER][NEUTRAL] Innumerro derupo
[AGENT][NEUTRAL] Mm that local number.
[CUSTOMER][NEUTRAL] It's no intacuatrotacuatro.
[AGENT][NEUTRAL] No, there's um.
[AGENT][NEUTRAL] Cole and numbers of.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Very here?
[AGENT][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Esses in [PII].
[CUSTOMER][NEUTRAL] [PII]. The code was [PII] quientosie.
[AGENT][NEUTRAL] OK, or Orlando de de den dental.
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] Or medical.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] M
[AGENT][NEUTRAL] Mm, yeah, OK.
[AGENT][NEUTRAL] I no no no no cargamo departe, OK, um.
[AGENT][NEUTRAL] Says a telephone Reneaarjeta or num telephone tarta.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so no chocintos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ochoreres quatrodos nose.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, see tench preado obsound.
[CUSTOMER][NEUTRAL] Stay gray.
[AGENT][NEUTRAL] CSK Clabieronga cap none no no to somos that um so they make a firo de regresso I just I may uh ok moment it.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] And [PII] who has the time.
[AGENT][NEUTRAL] Treo mhmnopodo ver uh querosporiia verses simmiento.
[CUSTOMER][NEUTRAL] Lamia?
[AGENT][NEUTRAL] See I.
[CUSTOMER][NEUTRAL] It's Agosto Agosto he let me know it's in the second titles.
[AGENT][NEUTRAL] See, OK, see you see laque cono sotros apele is thear solamente um, paraloque prevencion or prevas the diagnostico home anuales seria eMajotracompana.
[AGENT][NEUTRAL] Que numero que tena mark car so lamentedinepression suno paraos. OK, so la de regreso I just OK and the tagguta preunta or ama.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thanks, cousin.
[CUSTOMER][NEUTRAL] Mm, oh yeah, when they don't get the OK yeah que so yeah I keep on to you with tins in the podia facilitarla informacional clinica I want the pueda dentista [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mano del dentista stepodescoheo proentista aasinosabed on the ir um paraqueselagamasilloquetineca cereira stra pajina uh I a public punto con.
[AGENT][NEUTRAL] It's a public puntocome loquevaer esbairastala parte devajo desapajina devaparer una lupa conunddientaro Ivase click andesa lupa condiente poode go posttaribu car lotto toregenaria yasaapleta loca pani localejolocanos idiomas.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Uh, see, so it's a lamaramafair, OK, um, Igunata and the Traila I am.
[CUSTOMER][NEUTRAL] Is that you?
[CUSTOMER][NEUTRAL] Esto Muchas gracias.
[AGENT][NEUTRAL] [PII] a momentita look at that gracia for Yamapelequetengaia.
[CUSTOMER][NEGATIVE] Ungras sale.
[AGENT][NEUTRAL] You have, yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] There was not an entry. Please enter a valid number.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your all agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][POSITIVE] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly.
[CUSTOMER][NEUTRAL] Press one to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][POSITIVE] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly.
[CUSTOMER][NEUTRAL] ITV Benefits. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You speak Spanish?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, do you speak Spanish?
[CUSTOMER][NEUTRAL] No, uh, no, but I don't have any, yes, ma'am, I'm sorry, there's nobody here that speaks Spanish.
[CUSTOMER][NEUTRAL] Oh my [PII]. So, OK. Um, so I went to, to um
[CUSTOMER][NEUTRAL] I need the, the clinic for make the physics for my husband and me.
[CUSTOMER][NEUTRAL] You went, you need to go to the clinic?
[CUSTOMER][NEUTRAL] But because you're sick for you and your husband?
[CUSTOMER][NEUTRAL] Yes. OK. Um, can you spell me your name, please?
[CUSTOMER][NEUTRAL] Um, [PII] or [PII].