AccountId: 011433970860
ContactId: 77e19e63-c4f8-4ecc-ac17-8830f5b4d1e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1468260 ms
Total Talk Time (AGENT): 290475 ms
Total Talk Time (CUSTOMER): 391010 ms
Interruptions: 19
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/77e19e63-c4f8-4ecc-ac17-8830f5b4d1e2_20250515T18:04_UTC.wav
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[AGENT][NEUTRAL] The genus.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] uh and and room um but no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, and does it not tenia la la ericio.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Ajao paraiapago desillo.
[CUSTOMER][NEUTRAL] When.
[AGENT][NEUTRAL] Yeah, OK, so, uh, Juleunumero de polisa.
[CUSTOMER][POSITIVE] No loss er take care from er miato.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] the numbers.
[CUSTOMER][NEUTRAL] Doce Jose?
[CUSTOMER][NEUTRAL] No cuarenta cuarenta I say.
[AGENT][NEUTRAL] OK, in a verific card um direction to electronico.
[CUSTOMER][NEUTRAL] Like immediatete no other state [PII] retre un [PII].
[AGENT][NEUTRAL] OK, electronico.
[CUSTOMER][NEUTRAL] [PII] or [PII] [PII] [PII].
[AGENT][NEUTRAL] Quer system and the hot man.
[CUSTOMER][NEUTRAL] I see mhm.
[AGENT][NEUTRAL] OK, [PII] sorry, [PII] [PII] [PII]
[AGENT][NEUTRAL] Do sevente.
[CUSTOMER][NEUTRAL] Sariar dove.
[AGENT][NEUTRAL] Sarisari. OK.
[AGENT][NEUTRAL] So S [PII] doves.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] see that.
[AGENT][NEUTRAL] Chiquita, uh-huh, OK, [PII].
[CUSTOMER][NEUTRAL] Saad uno er I don't know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, gracias. OK, yeah, eno polia and beneficioerine conestapolisa is the
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Miloscientos in cuentaporano yet to know who guarant de pagos in una ficatura uh Doniscoteapagos who or silolo poo clamore and borso.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Milosciento cuenta.
[AGENT][NEUTRAL] Milosos in cuentapoo beneficio de ambulatorio.
[CUSTOMER][NEUTRAL] The merge, yeah.
[AGENT][NEUTRAL] Paramegenia para para paratomofi que haul.
[CUSTOMER][NEUTRAL] Yeah yeah OK.
[CUSTOMER][NEUTRAL] For the.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] quetea de si seguro.
[CUSTOMER][NEUTRAL] OK, but.
[AGENT][NEUTRAL] Um, correctoteindo beneficios un beneficio is the impatient queeriataisadocervaion yes secura tasincoil itatienne um benefici and bullatio ella bulaoesistana pitano de diasiora or balaaengencipital tine prevadian nooses esita uh cercirojia pequenya solamenteale mimola cure tamildo sciento sincuenta bulaoro.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] At last.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See habulaioreo.
[CUSTOMER][NEUTRAL] that final bill Imiqueto oh OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I see bueno este quinoareclamos you know biengareclamoamenteloittao sotrogennomo processreclamo vile paoreamente austen via reclamo and tonolebiariamos unremborso palote agapagado.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It's, it's, it's gonna
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK no.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Can you send me.
[AGENT][NEUTRAL] Go ahead [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, no, so the the um.
[CUSTOMER][NEUTRAL] No, I said no and
[AGENT][NEUTRAL] Unlimited decite at via la morales processacuquere glamo um loque you put a no for re electronico con forulariolagenes and they can be a reclamb so.
[CUSTOMER][NEUTRAL] Yeah I know.
[CUSTOMER][NEUTRAL] it's.
[CUSTOMER][NEUTRAL] home.
[CUSTOMER][NEUTRAL] See one number.
[AGENT][NEUTRAL] OK, see my permit the moment la linea lapo and via el core electronica at the moment, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Graciare per petal danza and get reelectronic commande.
[CUSTOMER][NEUTRAL] Yeah I'm not.
[AGENT][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Yeah, and I get down. I got it.
[CUSTOMER][NEUTRAL] Uh, no, no, maybe.
[AGENT][NEUTRAL] OK, they have.
[CUSTOMER][NEUTRAL] You're not saying like because.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah, let's say refresher. I say a refresh, but I was still a you go.
[CUSTOMER][NEUTRAL] Yeah it's just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] No, no, man, no, no.
[AGENT][NEUTRAL] Um, [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How much is it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and then.
[CUSTOMER][NEUTRAL] We take it out they say yeah I sometimes and
[AGENT][NEUTRAL] Mm, electronic I don't know.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] in the air or.
[AGENT][NEUTRAL] So the [PII]?
[CUSTOMER][NEUTRAL] Uh, no [PII].
[AGENT][NEUTRAL] The [PII]. Uh-huh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I said yeah, [PII].
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Uh-huh. Oh.
[AGENT][NEUTRAL] Uh-huh, I do.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Either [PII] either [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's the head the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Email, email.
[AGENT][NEUTRAL] No, and they put them out they got to.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No, it's [PII]. It's a [PII]
[AGENT][NEUTRAL] Oh, OK. [PII], OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] Correct, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah, you go, OK, see, see you can poo marapi and Gina nose porqueros.
[CUSTOMER][NEUTRAL] Uh, the attachment.
[CUSTOMER][NEUTRAL] Yeah, attachments. OK, again an attachment thing, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh Gardo.
[AGENT][NEUTRAL] See for mulario yeah par and prime la primerajain intrusiones de locaine can bear junto cone from mulario casa factura de tajada condigo de dianotico illalica on the beneficiio seguo primari OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, no problem majabio final bill yeah lomano.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] When?
[AGENT][NEUTRAL] Bueno I problem male [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what email address Mb.
[CUSTOMER][NEUTRAL] I lose my.
[AGENT][NEUTRAL] [PII], OK, because I found the le residio nameacion correct. OK, see [PII] [PII]. OK, so the hemi demilo de hala porque is the peo to you.
[CUSTOMER][NEUTRAL] Saying a lot.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][NEUTRAL] OK, loa loona ma joke.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, pela dan prosimo emails.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, it's no problem and then [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] good bye.
[AGENT][NEUTRAL] That's done