AccountId: 011433970860
ContactId: 73ab402f-9f0a-4c24-966e-181c0751da2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 787359 ms
Total Talk Time (AGENT): 521989 ms
Total Talk Time (CUSTOMER): 182009 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/73ab402f-9f0a-4c24-966e-181c0751da2f_20250409T18:58_UTC.wav
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[AGENT][NEUTRAL] Pennalelelata.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ipacheco.
[CUSTOMER][NEUTRAL] Mimi.
[CUSTOMER][NEUTRAL] Qasaberqueloque me cure.
[AGENT][NEUTRAL] OK, uh, nepo numero telephone and casa la ra pacheco.
[CUSTOMER][NEUTRAL] Laroque CSA sochodo.
[CUSTOMER][NEUTRAL] Cincohore.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh I see errodo.
[AGENT][POSITIVE] Gracia it numeral polia.
[CUSTOMER][NEUTRAL] Mm, no, no logo.
[AGENT][NEUTRAL] No, OK, then.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, OK. Uh, policy number, um, the payment number?
[CUSTOMER][NEUTRAL] [PII], [PII]. Mhm.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Sincuentaocho as you say [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey Portia weaverificafana immiento direction ere electronico.
[CUSTOMER][NEUTRAL] Um, I was so quince dee cuatro directiono traves in cuentaocho in his face.
[AGENT][NEUTRAL] See, no, I pecorre electronic.
[CUSTOMER][NEUTRAL] Uh, corre electronico como detrito da.
[AGENT][POSITIVE] See, correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Funto Pacheco.
[CUSTOMER][NEUTRAL] Uno
[CUSTOMER][NEUTRAL] Ad for work.
[CUSTOMER][NEUTRAL] [PII] or er the way that.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] [PII] Punto Pacheco Uno and
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Pacheco Uno A F A W I S D O.
[CUSTOMER][NEUTRAL] Fort Worth ISD.
[AGENT][NEUTRAL] Uh-huh. Fono, OK.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], they remember coales of beneficio. They have had aliformacionnapolisa.
[CUSTOMER][NEUTRAL] Is it me el el numerroche.
[AGENT][NEUTRAL] And no matter, you see.
[AGENT][NEUTRAL] Clanolano OK see, OK, and numeral polia um since talista celo.
[CUSTOMER][NEUTRAL] change
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK. No matter the police has set of those.
[AGENT][NEUTRAL] Cincoos
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Siete Cinco Cuatrocinco.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the Santa of Nomeros.
[CUSTOMER][NEUTRAL] Cerrodoinodo.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. errodo Cincodo te cinco cuatro cinco.
[AGENT][POSITIVE] See, correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, a caveo so beneficio antele beneficio que te pas in una verificastura on disclaimer.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, OK, so estapolisa is the cancer. OK, so so polia the cancer ti beneficios de ra radiation chemotherapia immunotherapia and beneficio pereso es deemiloarecada dosemees periodo dosemeses.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, tentnefiios um oral paratrapia or the sincuenta porterapia astadoseterapiaorano.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, el beneficio de tratamientoperimental tello mimoque el ok, solo mimarelas.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, yeah no beneficio para mastectomia, um, questa stenolo pier sincuentreordia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, but I like you.
[CUSTOMER][NEUTRAL] Come queteia.
[CUSTOMER][NEUTRAL] Perva.
[AGENT][NEUTRAL] Mastectomy, uh, themela.
[CUSTOMER][NEUTRAL] It's a centro de laminapolia del Cancer verda.
[AGENT][NEUTRAL] See, uh-huh, see.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[AGENT][NEUTRAL] OK, um, they have bukala informacion and mastectomy.
[AGENT][NEUTRAL] Mm, OK, era sca er the comuna pequenya era remoraunas cosas del dentro del pecho um para prevention um para preveni cancer so incommoa bolitaquesa carcela the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the tinga says hygiene tinga says que quetengamouso tenga teleche uh quesaarla is a seria masa queesqueleen is the remn part or el petro.
[CUSTOMER][NEUTRAL] Yes, so cuanto tea.
[AGENT][NEGATIVE] Dependo.
[AGENT][NEUTRAL] OK, um, el poquespitalia lies a promos in cuenta podia solamente lapitaliacion sociaditaliada.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, slainque on una.
[CUSTOMER][NEUTRAL] Use the mass in cuenta.
[AGENT][NEUTRAL] Sincuentareordia no pitaliacion so ye cincod no piar so sincuenta la de la.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, illepone um prothesis, um.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] It's surgical or non-surgical.
[AGENT][NEUTRAL] Here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so if you see, I hope I don't see it.
[CUSTOMER][NEUTRAL] O for the silomi de all your mama the par in cuenta dollarveda.
[AGENT][NEGATIVE] I see, um, peroriacommolegentementevamosa cirquest uh cinco dialopita so cinco sin sincuentordia.
[AGENT][NEUTRAL] Reina or see claro quequela cantida levatesposalta pero esto solamenteel super beneficio they cana noses autopolisa queer lamente um.
[CUSTOMER][NEUTRAL] Flat la.
[AGENT][NEUTRAL] Aloquelecurapo majoritaria OK perreo solamente era mesect to me uh quelo beneficio system poquito a perosisoloque a beneficiososobajo.
[CUSTOMER][NEUTRAL] Flat or flat on. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They say cuanto for sema porcheque cuantolo quepagoporeo seguranza.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, what does she get in momentito the hemeteleterminolo benefits in dioto OK, um, poquetine beneficial and no solamentejeso. OK, so lady hea delo pentemilla chemotherapinea masectomyia que es beneficial esta poli OK, um, tambiente is the.
[CUSTOMER][NEUTRAL] Ah, OK, OK, yeah.
[CUSTOMER][NEUTRAL] Lava
[AGENT][NEUTRAL] Beneficios de la primera encuentan cancer uh que cancer internno the paramouna canti monto de mildorare.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Eat a meal, you know, the meal.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The quesoto the solament to naves comuna indemliacion deindo la primerava queen inno uh tambientene unto indemnisacionitinum ungata el cora on stroke.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes itian mins.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So on the micada unos in quantan cancer inteno o CN ungata ra stroke um sad miltamia uh tent loque um beneficio para preva denostico cave quevaca ao que seluna preva noo para preveni nosent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Cinecase unnaa nosa.
[AGENT][NEUTRAL] The follow up queen contaargo umunciendola deporea preva so poladiserian sciendola de la primera sincuentres see um cilaseunda preva conquetienne uh can leter una preva decomun MRI and CT scan aguasi no ento dea desava.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and then.
[AGENT][NEUTRAL] OK, I mean you know um beneficio pequeno de Cunaa preva the cancer cervico the prevention.
[AGENT][NEUTRAL] Um, comodiorres was additional additionaldos encuenttadolares.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The Inotic.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I total benefits you get in it basa, um, the one tapas mm.
[AGENT][NEUTRAL] OK, so to avita on forward ISD.
[AGENT][NEUTRAL] Um, con for Idi noesa stamentelequita and checkque porcabeaos done this cuentou different solequiancheque.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, like can I keep a second no no comine can.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They don't lock in on Monday.
[AGENT][NEUTRAL] Can you hear me? Please call back.
[CUSTOMER][NEUTRAL] Osa and the antoquita.
[AGENT][NEUTRAL] No, no, so no vemo cuantolequita poquecommoestos un unapolisa a gurupo and you look at as esquinogen pago to porto de grupo so nosavemosandi individual tuna cansananes cuentosando in conjunto or quien nosavemoses is a part.
[AGENT][NEUTRAL] Porques the groupoer individual perippo deo desapao pero estodo junto in not namuna can jaro esta la can tanza cando no.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Lalado for your heart, OK, and to sorapricala de la liability mica.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Liability.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think going through.
[AGENT][NEUTRAL] Noveo ultrapolisacono soros solo estaque the cancer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The get tengo quatromica quatropolisa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Pero meerestroque even Monday.
[AGENT][NEGATIVE] Oh no, no, no, they got uh CCCT no, so solo cargamola the cancer.
[CUSTOMER][NEUTRAL] Ah, OK, and don't no no nomero de la liability.
[AGENT][NEUTRAL] No, no emoac no to follow the reo loqueremo porque es personal no not standing out information solamente nombres and plead or serial group.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Denapacheleta.
[CUSTOMER][POSITIVE] No, it's a [PII].
[AGENT][NEUTRAL] Mm, OK, then now the gracia when I then I check.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] Good you. Bye-bye. Bye-bye.
[AGENT][NEUTRAL] Bye bye.