AccountId: 011433970860
ContactId: 72d183a6-3b7f-40a4-bd1e-b8423d6d09f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 858489 ms
Total Talk Time (AGENT): 443982 ms
Total Talk Time (CUSTOMER): 402745 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/72d183a6-3b7f-40a4-bd1e-b8423d6d09f9_20250319T17:35_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Oh no, when I got home and his ticket number.
[AGENT][NEUTRAL] My way.
[CUSTOMER][NEUTRAL] Auto when I start sending out and my number send me carrea.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Y tango el bierne rosemiento de unaonoscopia un endosco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The seguro nipalqueas met er de la colonoscopia pedolandoscopia.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Melala.
[CUSTOMER][NEUTRAL] Like a guy like [PII] and quelo was sister me and I go I say momento me don the the I don't know has to de loteparadar um.
[CUSTOMER][NEUTRAL] In [PII] they see here on the one I said [PII] de nero.
[CUSTOMER][NEUTRAL] Lacosa scientos Lagos.
[CUSTOMER][NEUTRAL] And ta ta pasao intenmere logging er unoso peroque eresa la prejuntas in queso.
[AGENT][NEUTRAL] no.
[CUSTOMER][NEUTRAL] It's [PII] is your ID or er yeah then cuatro or.
[AGENT][NEUTRAL] outpatient certificate number or in hospital number.
[CUSTOMER][NEUTRAL] Oh, I see. I said hello.
[AGENT][NEUTRAL] SSN.
[CUSTOMER][NEUTRAL] Cerrodo OK Crodos and siete leo.
[AGENT][NEUTRAL] The BM
[CUSTOMER][NEUTRAL] Is there, my ID?
[AGENT][NEUTRAL] Lepipela.
[CUSTOMER][NEUTRAL] 0 quarantine 0 M.
[AGENT][NEUTRAL] Mucha gracias see correct no cert lie.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] direction.
[CUSTOMER][NEUTRAL] At least [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is a which is a cir electronico socidopolisa.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Which is a gracious for confirmation [PII].
[AGENT][NEGATIVE] Um, queue cuir uh gastos paraque pronto correcto.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a polia senor Carrero es supplemental ilioppago okogua quesoseguru principal applique prosemento medical cutarosa sims and fermeado accident.
[AGENT][NEUTRAL] It's a police celeridos uh gas as to maxims mildo la resalano but avios outpatient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I reserviciios the hospitalization la poliallerida or beneficio el qual is asum maximo de sincommildo lare sala.
[AGENT][NEUTRAL] Then lament verification de la guests that a disclaimer to the police office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So preunta er contraspectoa er.
[AGENT][NEUTRAL] Later.
[CUSTOMER][NEUTRAL] I see that.
[CUSTOMER][NEUTRAL] like the thing.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] But OK see that's how well I had been with me.
[AGENT][NEUTRAL] Silasostos in embargoleo que la ta polio is a suppolia is a la quesaando la polia era jeta this effective date uno uno inticuatro.
[AGENT][NEUTRAL] Elisativala unica samos una una tavaun nuevo is el causal cambio major and curegalisa repolisa er remuevagre mazneficios and a select theta.
[CUSTOMER][NEUTRAL] Preto.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Cine Margosolos cambios mental roe er I see mandolalia noneida the vile o anos seculapierda celerompa era um at the terres the same posselela and it's a caso see lemviamos una sine argobasair man and moroque me.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, that's good. I see what you said.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Centritalema Guerreroscucha hello.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] See, see, I see.
[CUSTOMER][NEUTRAL] May I just
[CUSTOMER][NEUTRAL] Uh-huh, so see poresares de lague and tosao yam er pero establatamaloque me er quesegurova que APL meda ubriel the loo luo de copago see oeso locopago.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Copagosagrazaque de lossolosre applicadosal prosemiento mediocerviertosel maximo quela polia permitmentes yes para outpatients milio para inpatient is as sin.
[CUSTOMER][NEUTRAL] OK, send those to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, perfect. Um
[CUSTOMER][NEUTRAL] Ota prejunta.
[AGENT][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] For que que you wanna squeak.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, in cao que quelo eldo torque mi mao que centro tambienoumo oh tenoque porquega medijo que pianic car una osa metro de pa and queros sipuearlo and nogares or teno que curun a part in caso de pueo mandaria commo uncle and slope class.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] polio de le de de principal cirquela polisapele back de queso palapa una excis.
[AGENT][NEUTRAL] Into the unabs case uh eso escomo ape back ride so gas um contesano supreunda.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Prio exppa principal no pagans porque mention pagamos baloquesca commode nosamos laid as reclamo nosia processors seguro and to hemp propa sinceremente contolevata.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct. See, no, it's it's [PII] senora medictega or APL push the del Seguro principal just in me.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes. Yes yes.
[CUSTOMER][NEUTRAL] Pero momento seguroevemos aver quecureo the pue de quecuaseguro principal soloque mediolo numeral looser queen viaunaunlin me para precheero era is out your nosacula member ID.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] So yaymarillo facilit para lajoyen.
[AGENT][NEUTRAL] See elcaso de quetetenga deer promote puede aloe loo solicitor er and clamo solamente one sitar solicitor er line foracion the socervicios medical resividos.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the part doctor it and being like explication in the beneficios asustenos mandas informacionelo process samos e applicable beneficio de cuerda la polisa sallement informal algo maso carredo a revisanolicuti on a cuenta nostroit line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No yeah.
[CUSTOMER][NEUTRAL] Uh-huh, pero no no pue no telephone in in in in individual.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lara.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Er ultra comuque broker or was it ultracommoqueso soador ultra in no super lamera and com recuper.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No no
[AGENT][NEUTRAL] See bono and la la la cuenter is an abuario per ario a login era on the is a login.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I on this um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get that with me logging. Go with me logging.
[AGENT][NEUTRAL] Correct, uh, forgot password. See, uh, kelvidoso password. Correct the enti vapederque introduca su sun nombre.
[CUSTOMER][NEUTRAL] Missusarioario eso uh-huh.
[AGENT][NEUTRAL] So nobody else
[AGENT][NEUTRAL] No sorry [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, oh yeah, be fine.
[AGENT][NEUTRAL] Lavela lever acommorequeener la di versus logore contra.
[CUSTOMER][POSITIVE] Inrea perfecto er otra prejunta lalica beneficio esoloaldo or a rare.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, let's in the beneficial electro principal contra tao medico er the parts principal and remoremo ado processado er pagamos ekis canda canda applica mode explicas in the beneficios the correct.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] As the beneficials, yeah, yeah, yeah, CS of mega quere comunaablitajauna is cupa cuantocurre seguro it's a cost, OK, yeah, amiquedo claro.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Exactly. Yes, sir.
[AGENT][NEUTRAL] Either doctor enttado is a quelebrinde undeado el porter silo claro silotado they is a perform in the thetaado control informacion de los ervicioscluendo coo the diagnostic prose esos important for the establisher.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh los beneficials, uh, basal.
[CUSTOMER][POSITIVE] OK, perfect. To call the agnostic process. OK, perfect. OK, muchisima gracias.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I'll go.
[CUSTOMER][NEUTRAL] No, I see maravijoso oh yeah not which is mala clara's the store.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But corrigomoist corrio ergo promiento e.
[AGENT][NEUTRAL] So codio de diagnosticosseimmiento estos indica.
[CUSTOMER][NEUTRAL] Codiagnostic assignment, OK.
[AGENT][NEUTRAL] Correct, indica nootros el porque al doctor [PII] el retamiento Olos prosemientosque doctor [PII] de to er deviciel.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Itsabian.
[CUSTOMER][POSITIVE] Mucha gracias.
[AGENT][POSITIVE] It's very good.
[CUSTOMER][NEUTRAL] [PII].