AccountId: 011433970860
ContactId: 74564915-cd7b-4773-bfef-4cb3fbdde109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691140 ms
Total Talk Time (AGENT): 332303 ms
Total Talk Time (CUSTOMER): 298095 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/74564915-cd7b-4773-bfef-4cb3fbdde109_20250410T20:09_UTC.wav
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[AGENT][NEUTRAL] We're gonna start this conquito.
[CUSTOMER][NEUTRAL] Oh I wanna start aminore [PII].
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Semi assist [PII].
[AGENT][NEUTRAL] OK, all this information, sir.
[CUSTOMER][NEUTRAL] I mean numeral seguo Social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the.
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] OK, [PII]. Perfect. So your Perez de seria necess verification so mento direction you know.
[CUSTOMER][NEUTRAL] See, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well it mentions.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Coos in your past.
[CUSTOMER][NEUTRAL] Here segment you know.
[CUSTOMER][NEUTRAL] They're in Bay
[CUSTOMER][NEUTRAL] Apartamentos cuatro coal gas.
[CUSTOMER][NEUTRAL] Goalsino.
[AGENT][NEUTRAL] No electronics.
[CUSTOMER][NEUTRAL] Uh, and so look aquiro can be a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, me and [PII] is a Perez.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the.
[AGENT][NEUTRAL] One of perfect bomos uh can be arrested for information espara as a run update and el correo electronico and sequwata correct.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Same, OK, mijo is the momentoleguajasiste queer, yo to control [PII] you are congeal processo.
[AGENT][NEUTRAL] Loser in your pesarac jobuya amanda esteppedido a servicliente este is information seva liar intro inticuatrocho or what is cerra electronico al call uh he can be.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me check on that. Let me know because.
[CUSTOMER][NEUTRAL] Oo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's all
[CUSTOMER][NEUTRAL] 88.
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Iontito.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And it is.
[AGENT][NEUTRAL] And is it?
[CUSTOMER][NEUTRAL] In any is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Operations?
[CUSTOMER][NEUTRAL] Uh, they have.
[CUSTOMER][NEUTRAL] Temino is terminal is it?
[CUSTOMER][NEUTRAL] Aroa Adrianayo Punto.
[AGENT][NEUTRAL] OK, so ya repetit la correct medijoque operations [PII].
[CUSTOMER][NEUTRAL] It's like the
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] See you but lone priya solo reclam.
[AGENT][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] OK, later [PII] does this.
[CUSTOMER][NEUTRAL] Get us hola.
[AGENT][NEUTRAL] When I see let's go.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh la so [PII] del seor Eduardo.
[AGENT][NEUTRAL] Jain so you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Caceres loquela contes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Poor Eduardotromandamos unrelamo.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] The Baptist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, Jomande Tolomande.
[AGENT][NEUTRAL] Baptist Surgery Center. Uh-huh.
[CUSTOMER][NEUTRAL] LAO Bay
[CUSTOMER][NEUTRAL] Yeah, explanation of benefits and to say it for uncoque de mildoreuncheque onto queasaberquelevanga de verde so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In the endos.
[CUSTOMER][NEUTRAL] Meal quarantidos concuarenta parace exacto.
[AGENT][NEUTRAL] OK, it's the it's just para servios queerradio elia this is stimer with the cuato correct.
[CUSTOMER][NEUTRAL] They have confirm confirmatki willpael friend me.
[AGENT][NEUTRAL] correspondent here.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Normorecividonada puede that I'll go I'll al nuevo porquesque el no revisa lima iqueroquesele cele cappa.
[AGENT][NEUTRAL] No, its levia direct mee su casa so direction levia undocumento calling foracion de la lamorecividos process as equal laos.
[CUSTOMER][NEUTRAL] OK, and the la la la la partamentosero cuatro porque cinco er regen midi.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alsoquaroque.
[AGENT][NEUTRAL] And mediquerare saystuodien [PII] drive is.
[CUSTOMER][NEUTRAL] Uh, during
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Mhm. Yeah, but he used to have like um maybe a year ago apartment 503. Now he has apartment 1104 in the same building, so no apartamentolombiero.
[AGENT][NEUTRAL] El medical 503 orita is confirm confirm 503.
[CUSTOMER][NEUTRAL] 50, yeah, see, see, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, 1cewabus apartamento porquelotro id so no problem so telemandaal was so direction correct esostemesadiendo.
[AGENT][NEUTRAL] As he is
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] You know, solo mandal.
[AGENT][NEUTRAL] And no local tier el senor Perez is quereara cuenta natroinia is querealla cuenta trositineluearol or clamosque mosque lamb.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He solamente er quiroque er the mosa processo.
[AGENT][NEUTRAL] Sine embargo necessitamos.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] if we're looking on him.
[CUSTOMER][NEUTRAL] Guando quetulomandalimao like abuque quisa porfecha.
[AGENT][NEUTRAL] No, send me your email, yo.
[CUSTOMER][NEUTRAL] Ah, for for for USPS, OK, porkarta alapartamentocinco errores.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Correct, esto se processeso is a dia ventiocho process ventiocho ferredolos me to sing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, you.
[CUSTOMER][NEUTRAL] If alcago but you poo like go to.
[AGENT][NEUTRAL] Laro and Tenna.
[CUSTOMER][NEUTRAL] Joseomandel EO Oklahoma auna direction edro mhm que mas necesitas.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] See, see, obvio resivimos um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Loses kneesitamos un undead que contengao de diagnosticosseimmientos.
[AGENT][NEUTRAL] Pasa porque senor er Pere to liar esto persementos medios.
[AGENT][NEUTRAL] Eliovinosovinos Maestra.
[CUSTOMER][NEUTRAL] OK, better.
[AGENT][NEUTRAL] OK sir.
[CUSTOMER][NEUTRAL] There is a decent service called PSC.
[AGENT][NEUTRAL] Correct service service correct the service code is is is titipotamento al senor Perez sine bargo this porqueslioel pro demiento.
[CUSTOMER][NEUTRAL] SO or?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so it's soloman del merio.
[AGENT][NEUTRAL] It's a rigal medical er correct.
[CUSTOMER][NEUTRAL] Yeah, OK, uh, que queroslia. OK, why was the procedure done?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, so you need a detailed, uh, letter bill with codes by doctor. OK.
[AGENT][NEUTRAL] See the sit on an itemized bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With diagnosis, so, yeah, itemize or or or build with the description of the reason why he was.
[CUSTOMER][NEUTRAL] Itemized
[CUSTOMER][NEUTRAL] Itemized.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He received his medical treatment.
[AGENT][NEUTRAL] I mean.
[CUSTOMER][POSITIVE] Very well.
[CUSTOMER][NEUTRAL] OK, please do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] endoscopy.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, in theopia, no, I have commodela palda, no they'll.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The injection, anesthetic agent, steroids.
[CUSTOMER][NEUTRAL] Lepina dorsal mhm.
[AGENT][NEUTRAL] Yellow dress.
[CUSTOMER][NEUTRAL] Yoseque anddava com commododooruna semanas.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] See some some.
[AGENT][NEUTRAL] So uh um steroids poo claro neo porque.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Leo.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Moving.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so these a la cartacute mando impario de queba alal mailbox del cinco sere ok.
[AGENT][NEUTRAL] Uh yes, Latalaartaqueleviamos samoso.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] You said uh lamo.
[AGENT][NEUTRAL] Sin embargo and so podamos darlemaclamo.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] We will need supporting documentation to evidence the accident or sickness. Supporting documentation may include but not, but it's not limited to itemized bill with the diagnosis codes, super bills, office notes, hospital admission and discharge, discharge summaries, and diagnosis diagnostic testing results.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So queerquerades on Supervilleue on doctor's note [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, admission and discharge, of course, is not, he was not admitted to a hospital, so that's not necessary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perrosine contengaalo commento de pael of sindo quenosigel porque queer esoser.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. The diagnostic. OK. OK.
[AGENT][NEUTRAL] Mhm. The diagnostics.
[CUSTOMER][POSITIVE] All right sweetie thank you so much for your help.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no, yeah yeah we upon to enunna cartapaquesvala casaga unouno.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, OK, solo for the contractor and me you no, OK.
[CUSTOMER][NEUTRAL] Gracias.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] I mean the child bye.