AccountId: 011433970860
ContactId: 7348f0de-2e68-4eaa-b09e-2649249387b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1022299 ms
Total Talk Time (AGENT): 322548 ms
Total Talk Time (CUSTOMER): 414815 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7348f0de-2e68-4eaa-b09e-2649249387b8_20250604T18:21_UTC.wav
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[AGENT][NEUTRAL] When I tell [PII] conusto.
[CUSTOMER][NEUTRAL] Later there.
[AGENT][NEUTRAL] You can buy your idea.
[CUSTOMER][NEGATIVE] You know they don't play it on me cuenta no Pai me me no configura me no person.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] nouvo.
[CUSTOMER][NEUTRAL] Hey, good and well can give me paho.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah that's the way to say it looks a girl.
[CUSTOMER][NEUTRAL] So she.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, no, I loque tapasanosque aotro tap queso separaddo alo costsestaviendo Aotro tap questa aparte, um, the mere poliza.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, 100.
[CUSTOMER][NEUTRAL] Yeah, there have been no report. uh, so they all passing, no.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Saro those inres uatro venti.
[CUSTOMER][NEUTRAL] Uno M A L A H.
[AGENT][NEUTRAL] OK, you numerate telephone and calaja masa connector.
[CUSTOMER][NEUTRAL] yes.
[AGENT][NEUTRAL] OK, in versic as sciento direction in electronico.
[CUSTOMER][NEUTRAL] Theodos in the south west and this is a Miami retre un quaqua.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, sore electronica.
[CUSTOMER][NEUTRAL] Beole the watch meole or andosa roaauncom.
[AGENT][NEUTRAL] Inter. OK, Senor Ortega and don theine avierto [PII] dando circuos [PII] partevaja aotra [PII] quetinecari.
[CUSTOMER][POSITIVE] Yeah you're welcome.
[AGENT][NEUTRAL] Esta part so.
[CUSTOMER][NEUTRAL] On the support the guy say welcome to the online service center logging.
[AGENT][NEUTRAL] OK, bajesa [PII] itinecaleotra.
[CUSTOMER][NEUTRAL] Create your OSS account for all your password question, yeah.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, baje esa aleoa estallo. OK, no 0 no chrome esta no safari santelefo uncomputtara.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Computa, OK.
[CUSTOMER][NEUTRAL] Google Chrome.
[AGENT][NEUTRAL] Chrome chrome, OK.
[AGENT][NEUTRAL] OK, come on.
[CUSTOMER][NEUTRAL] Not seeing me num the verification is so email no caves email was a sima.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] CCC, no, no.
[CUSTOMER][NEUTRAL] no, no.
[AGENT][NEUTRAL] No lo questa pasando questariendo o otra pajina intro tab intra.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No, no, no email I pay I pay.
[AGENT][NEUTRAL] Cenor Ortega.
[AGENT][NEUTRAL] She senor Ortega el systemmacabio and aora aotros pasoscaiqueegir.
[CUSTOMER][NEUTRAL] Security.
[CUSTOMER][NEUTRAL] I got security security conde ah punto I me public punto con it's papa Is a.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Go go.
[AGENT][NEUTRAL] OK, they areguaotra.
[AGENT][NEUTRAL] Um, Bahiavierta.
[CUSTOMER][NEUTRAL] and in correo.
[AGENT][NEGATIVE] No, no, no, no, tienne otraleta vierta cano decorreoel de secure ponto a public pontocomlegoti su email is quescondido de vajo de todo eso este lataformacion code.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Theotra pestanoan.
[CUSTOMER][NEUTRAL] No, I mean like I said welcome to well yeah whatsto yeah.
[AGENT][NEUTRAL] OK, Sierra Todo uh-huh.
[CUSTOMER][NEGATIVE] Terroto yeah it's it's a see porque.
[CUSTOMER][NEUTRAL] See the meman I me me melao.
[CUSTOMER][POSITIVE] It ain't no problem in life right now.
[CUSTOMER][NEUTRAL] The what.
[AGENT][NEGATIVE] OK lapeanita esta la pestsano esta ultado eso yame pasa contrayadda yad estemimo problem and Maria personasquesquela pantaya esta o ultado.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Equipe Lusario.
[AGENT][NEUTRAL] Essendela estependela computa queso senor Ortega no noes no culpas no espa no sores and ciamentema.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Yeah I I like aparo.
[AGENT][POSITIVE] OK, buy a secure punto. I'm a public punto home.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][POSITIVE] Secure, secured, no?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Security
[AGENT][NEUTRAL] Secure that. I'm a public pontoon.
[CUSTOMER][NEUTRAL] Punto a you know.
[AGENT][NEUTRAL] I'm a public phone.com.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, once I pass pass so you going to go.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] Security security conde. I'm a party puntocona and try.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And yeah and lo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I I click on log in.
[CUSTOMER][NEUTRAL] And login yeah.
[CUSTOMER][NEUTRAL] email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That we realize.
[CUSTOMER][NEUTRAL] Hello pussy, yeah.
[CUSTOMER][NEUTRAL] No password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, pick me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know thing.
[AGENT][POSITIVE] Mhm. OK, correct.
[CUSTOMER][NEUTRAL] Thing, no?
[CUSTOMER][NEUTRAL] Yeah, that will call me Coreo but I call you.
[CUSTOMER][NEUTRAL] Care.
[CUSTOMER][NEUTRAL] What you call it I think the same.
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] You can the huevolo and theta now.
[AGENT][NEUTRAL] OK, Lealtala panteita can be a principiiorada que questava parte de saberda. OK, baa baa bajo on the star siculitoque is a chrome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The abajo the lore is a chrome namaspo el el mouse bajavela pantaita solo a.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Oh chocolate and I think don't say chocinco.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] And if you can
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Con
[CUSTOMER][NEUTRAL] Yeah, for you. Welcome to online service and.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Sex.
[CUSTOMER][NEUTRAL] Yeah, I think this is.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. I I never uh uh click and file a claim.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you see?
[CUSTOMER][NEUTRAL] And then so digital telephone.
[AGENT][NEUTRAL] can be a mojo pando process lamosi mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, me telephone.
[CUSTOMER][NEUTRAL] The for you may understand.
[AGENT][NEUTRAL] Uh, no, eso solamente para mandaona notification queres hare cla ok processamore clamo so solamente pano fiaciones, um, sino deerreoue next is egir.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah, uh, probably me uh telephone was a verify.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't know why you are on telephone.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Is.
[CUSTOMER][NEGATIVE] And there is no.
[CUSTOMER][NEUTRAL] for me.
[AGENT][NEUTRAL] But but I mean the the process selling from a and a system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, or I can he does say start your great, you know.
[AGENT][NEUTRAL] And see see lo que queres and bio jure clausi but uh click on start your claim.
[CUSTOMER][NEUTRAL] for me mandalae can attach alessano.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, perfect. Uh-huh.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Traditional king, no?
[AGENT][NEUTRAL] See, but say a traditional clean. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ah, this is so the clienty voice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can the selection on the injures you to the ramandopago.
[AGENT][NEUTRAL] Sorry, that was sun nombre escojeun nombre.
[CUSTOMER][NEUTRAL] About my next steps of a claim take it away.
[CUSTOMER][NEUTRAL] People like relamo in this.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Don't they don't the wrong question.
[AGENT][NEUTRAL] No cuandolopoti unajita que que quetiformacion.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] No, God is a traditional claim is a selection on claim people.
[AGENT][NEUTRAL] OK, polite.
[CUSTOMER][NEUTRAL] No, no, uh, don't do it a select you claim people.
[CUSTOMER][NEUTRAL] OK you can selection.
[AGENT][NEUTRAL] OK, no claims.
[CUSTOMER][NEUTRAL] No, no, not because tra cuertos that amento but uh injuries or illness and where hospital billenendo.
[CUSTOMER][NEUTRAL] This insurance plan it's a.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, setupon quecuanos tabrio eso this next step invego next step. So those next step quetinequera. OK, they put the next step papare says select claimantesunombre.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, let me, let me tell you, yeah, this.
[CUSTOMER][NEUTRAL] Can I see the policy information supported document inform.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEGATIVE] Yeah, next step, no.
[AGENT][POSITIVE] Next step, correct.
[CUSTOMER][NEUTRAL] Yeah, so the same number claim Victor Ortega Mina.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I pogo numer quesa the meals uh mitano.
[AGENT][NEUTRAL] Yeah, I guess I have the one at the moment.
[CUSTOMER][NEUTRAL] Those
[CUSTOMER][NEUTRAL] Well when they record.
[AGENT][NEUTRAL] I can maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2133.
[CUSTOMER][NEUTRAL] I mean, the short one.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] See next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, or I drop the file you you're talking.
[AGENT][NEUTRAL] Mhm, and file.
[CUSTOMER][NEUTRAL] Come on I'mmami.
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Loca loque Waldo uh-huh look at loqueticare, um, I got click on there is a click here Paquelo bus can conputtadora.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You don't mind the fucking computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ole up the claims.
[CUSTOMER][NEUTRAL] OK let me do this.
[CUSTOMER][NEUTRAL] Yeah, I look next steps. I don't know.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] you know I'm PDFs, yeah.
[CUSTOMER][NEUTRAL] Sumi
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Are you tell me at all?
[AGENT][NEUTRAL] See, submit, yeah, we're gonna see if we submit it successfully as a pantaitas yeah.
[CUSTOMER][NEUTRAL] I think I mean.
[AGENT][NEUTRAL] Uh-huh, pea minu minutospocatina can be ale foracion.
[CUSTOMER][NEUTRAL] Oh, that.
[CUSTOMER][NEUTRAL] You can tell.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Getano.
[CUSTOMER][POSITIVE] They probably was safe parking.
[AGENT][NEUTRAL] Bojoina relares.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, claim successfully to me.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, you don't know it or no.
[AGENT][NEGATIVE] Mm, no, look at, uh, yada lopoel download yada return.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do with me.
[AGENT][NEUTRAL] Mhm. er paralo aldegen to eso pacalogeno computsire that is a sino querealfiracion solo Marque return or sineitan bierotrareclamontoses aga uh final another claim.
[CUSTOMER][NEUTRAL] OK, yeah, wait for you.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEGATIVE] So no.
[AGENT][NEUTRAL] Its todo mhm let's see then go masabuta.
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, yeah, I remember. I just, yeah, I remember you saying I mean you you see me.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Uh send me confirmation is OSS no send me confirmation.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Yeah, for the yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, Gracia Porto.
[AGENT][NEUTRAL] Dana Senor Ortega graciapele.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Not