AccountId: 011433970860
ContactId: 786de535-c9bc-44c3-8fc8-d69ec1cea171
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292600 ms
Total Talk Time (AGENT): 135360 ms
Total Talk Time (CUSTOMER): 125639 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/786de535-c9bc-44c3-8fc8-d69ec1cea171_20250519T16:57_UTC.wav
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[AGENT][NEUTRAL] Gracias me I'm an American Public Life [PII].
[CUSTOMER][NEUTRAL] Monicabua started [PII] [PII] mm yeah redo fortemquinaga and [PII].
[CUSTOMER][NEUTRAL] semana pasada.
[CUSTOMER][NEUTRAL] Mm, me on analysis and me me me the scientoses concorentaus um your notes onto me carnet and to buo is pago.
[CUSTOMER][NEUTRAL] This prose para que um this um emboss.
[AGENT][NEUTRAL] OK, and you call the number of depoa.
[CUSTOMER][NEUTRAL] I don't know of the report is, uh, uh, what is it uh OK it's a payer ID.
[AGENT][NEUTRAL] No, not the number of debacle.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. There's a, can you say outpatient benefit?
[AGENT][NEUTRAL] I see. Mhm.
[CUSTOMER][NEUTRAL] OK, Cerrodocinco.
[CUSTOMER][NEUTRAL] And those also.
[CUSTOMER][NEUTRAL] Bos Quattro.
[CUSTOMER][NEUTRAL] M as in Mama.
[CUSTOMER][NEUTRAL] Elelola got you.
[AGENT][NEUTRAL] Is and.
[CUSTOMER][NEUTRAL] Torerocinco minoes.
[AGENT][NEUTRAL] In my car to directionic or electronica.
[CUSTOMER][NEUTRAL] Um, maybe [PII].
[AGENT][MIXED] OK, but I takemostra um.
[CUSTOMER][NEUTRAL] I don't know like ah la.
[AGENT][NEUTRAL] Let me hold.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] a cuda de la.
[CUSTOMER][NEUTRAL] Bentin [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII] oh no my zip code.
[AGENT][NEUTRAL] No, [PII] re [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See, so [PII] is the quala direction um el cor electronico per hour.
[CUSTOMER][NEUTRAL] OK, you know, OK, you come.
[CUSTOMER][NEUTRAL] El electronic de [PII] O the [PII].
[AGENT][NEUTRAL] OK, Emerijoque to prosea el me la semana pasal.
[AGENT][NEUTRAL] OK, so no guarantallos beneficiosaqueosa reclamositsihoa consulta conel medio is the esoloubrimos pros prosemiento la polia layudapagaasta says mintrecientosincuenta dolares borano yesoso la pagarcopagos deduciles or teguro.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So laica mecuqueos reclamacion paleos regress in the reclamacion paracelare claquepila primario la co loqueos pala semana pasa la mhlon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sobayama explicas the beneficios so it's a part la part of er um una factura de taada conel diagnostico um esocelovaalicina del medico conesosocumentos puedere his ascuenta Apele is subbilostomalefote subbiosocumentos uh-huh parareclaacionpagamosau.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Sila manera mas fasilles use telesia uh-huh lesiamaylofi medical espi um alarconel departamento the bill ala informacion Paquiosagal uh-huh la reclamacion.
[CUSTOMER][NEGATIVE] And no.
[CUSTOMER][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Not a problem. OK, perfect. And yeah.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I mean you can get access.
[AGENT][NEUTRAL] See the [PII].
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEGATIVE] No, it's just she didn't keep going up.
[AGENT][NEUTRAL] Iualmentegra is American public life bye.
[CUSTOMER][NEUTRAL] OK.