AccountId: 011433970860
ContactId: 74eeac5e-689c-425e-8228-c43ee9ed6ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465380 ms
Total Talk Time (AGENT): 167707 ms
Total Talk Time (CUSTOMER): 241631 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/74eeac5e-689c-425e-8228-c43ee9ed6ff5_20250603T17:50_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] We want this.
[CUSTOMER][NEUTRAL] See that's Leonor.
[CUSTOMER][NEUTRAL] Ejo er uninformacion er joania programma unema right cuando alugar but also a chemical que me sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Elseurono primario pagoa part pero quando yamarron this seque ariguarron con elseario que he on the mando poquehalo tengo let me poso meronque no me curian yoqueriaber.
[CUSTOMER][NEUTRAL] Yeserrasiertotos it it's that clinica uno questiquearendiente the you went to the queriaber can really that solicitar el el pagono el el pao quecubu and quesa una parte del primer teguro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the police are gonna.
[CUSTOMER][NEUTRAL] See, er, [PII].
[AGENT][NEUTRAL] That was him. That was him.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, like the so.
[CUSTOMER][NEUTRAL] The numeral ID number.
[AGENT][NEUTRAL] Citta la almo outpatient certificate number or in hospital sir number in a partavajo I'll go determining a leitte or a Lego.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] That way, that way.
[CUSTOMER][NEUTRAL] Wait, wait, wait.
[CUSTOMER][NEUTRAL] The only really yeah yeah yeah yeah ok maybe he's the queer conge me the plan.
[CUSTOMER][NEUTRAL] Genre I M A.
[CUSTOMER][NEUTRAL] D L E N N.
[AGENT][NEUTRAL] See, uh, policy number policy certificate number.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] OK, OK, they have a policy er a numeral erodo cincose.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Quattro cuatro tres uno.
[AGENT][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. So you're uh FL?
[CUSTOMER][NEUTRAL] Let see.
[AGENT][NEUTRAL] Just for confirmerer suff sement to direction in the telefono associlauelapoli for.
[CUSTOMER][NEUTRAL] See, er, etchenaciento deciendreventitres say dos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lorela directionberta.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uno say soo says [PII].
[AGENT][NEUTRAL] tele.
[CUSTOMER][NEUTRAL] Bueno, no el demi poso el el mio el miposo el queta nore insurance it's the nomero de.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Treserocinco rescuatro tres de cuatro tres it's a heel.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Perfect. This is a number systemma etimo for a correelectronics as possible.
[CUSTOMER][NEUTRAL] Eduardo testing.
[CUSTOMER][NEUTRAL] Eduardo Teel punto come.
[AGENT][NEUTRAL] one agmando de via key re confirm Mary like clinical medicalsendo.
[AGENT][NEUTRAL] Suppose you don't.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Erama right there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And also er um the primarioki united healthcare condo lady he cuando is el co pain in santo leo tenurarioosemesequeno que no quenono curry loqueoquerosierto que cona clinic do unque startdiente the the the the queso.
[AGENT][NEUTRAL] Clara.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] of
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Laboritaiinda beneficio but uh loo.
[AGENT][NEUTRAL] S C MRI just said uh.
[AGENT][NEUTRAL] This era.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Maybe jo quenosa quenosmoqueno even a currio test na it's sofalojo noeon nottena.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, no, no, no, no, sorry.
[CUSTOMER][NEUTRAL] And you know, say I say I'm a Simon er de la right on the mirele right it's that we come in lemon is say I'mma Simon imagine.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Lady possi.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 00 yes, amentiacomo media or quetenia me appointment to a can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] Alreor the one work.
[AGENT][NEUTRAL] I don't know he said we're gonna get my.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh, that's OK. They have a MRIA graciaorla you OK.
[AGENT][NEUTRAL] No way.
[CUSTOMER][NEUTRAL] Joe
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] No, no, I saidrato queso you havevian yamado or solicitado esto.
[CUSTOMER][POSITIVE] OK, Mucha gracia.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You did ask, yeah.
[AGENT][NEUTRAL] Getting on today.
[CUSTOMER][NEUTRAL] Una preunta ultima una una preunta ultima see your um boaitaretro lugar el MRI jotengo quiemale auste anteoson ao loqueenqueymar.
[AGENT][NEUTRAL] Do you hear me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But insolent medica or hospital paratrousto de segurous lama il demo connoviamoac applic beneficis decorpolisa.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ute no necessary stenosia para servicio seva is polo.
[CUSTOMER][NEUTRAL] Yeah. OK. OK.
[AGENT][NEUTRAL] Sine embargo she no longer in Lugar on the.
[AGENT][NEUTRAL] Er peda rea cuenta de taya yadi deso siminosenelilgo conexliacion the beneficios the seguro principal.
[AGENT][NEUTRAL] Refla parts.
[AGENT][NEUTRAL] E.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Ah, OK, OK, mucha gracia forauda gracia grata.
[AGENT][NEUTRAL] Getting to the.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.