AccountId: 011433970860
ContactId: 7a076346-8a5d-4251-a433-5fc21c262ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475160 ms
Total Talk Time (AGENT): 219053 ms
Total Talk Time (CUSTOMER): 227351 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7a076346-8a5d-4251-a433-5fc21c262ed6_20250422T16:07_UTC.wav
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[AGENT][POSITIVE] Gracias prima American Public Life [PII] [PII].
[CUSTOMER][NEUTRAL] See I mean [PII].
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, you said.
[CUSTOMER][NEUTRAL] Bueno mm no.
[CUSTOMER][NEUTRAL] And you wantmiasa mecusha.
[AGENT][POSITIVE] See see let's go.
[CUSTOMER][POSITIVE] See, OK, yeah, wanna make I wanna um.
[CUSTOMER][NEUTRAL] Oh no not on the medi commo quemeang applicantum paganum beneficio.
[AGENT][NEUTRAL] OK, I pull up, are you there is a number of the polia.
[CUSTOMER][NEUTRAL] On number of the police. Oh, I just done it in the reno put me number no sale, no, and also but I give it salad when I give you the police a number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] And uh-huh.
[CUSTOMER][NEUTRAL] Cerroent Cinco Cinco says.
[CUSTOMER][NEUTRAL] Sarah Ocho.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And [PII].
[AGENT][NEUTRAL] My reionic or electronica.
[CUSTOMER][NEUTRAL] The ontreos [PII] ecorreelectronico [PII]
[AGENT][NEUTRAL] Gracias Esqueleiamosun una copelo que pago.
[AGENT][NEUTRAL] But the ener.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See mm see prose inmiento mepa I don una ate and estesia er resino tretino conteno.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Siouela Anastasia to naviar porte parado mhm.
[CUSTOMER][NEUTRAL] Plantation.
[CUSTOMER][NEGATIVE] See separ see you can go through militanto OK yeah so the commora pero te quejoa estoloviagado oa a anesthesia the is epao in medicine cannoque I am no and via bono bi I don knowcommo is the paradona.
[AGENT][NEUTRAL] Estecava de res and la notification no sotros celesenvialmis modia um austeiaosos lemandamosaminelcheque so to a cobra elcheque levaque unosquerenesecheque yentons regresalesudinero.
[CUSTOMER][NEUTRAL] Oh yeah, to say it a high mole me they don't a pagobus pueto.
[CUSTOMER][NEUTRAL] Uh uh uh uh anesthesia leno.
[AGENT][NEGATIVE] See no not the man desiso el pago eosis la reclamacion poresa cantidales pagamos brokecomoes conchequesemoratipaqueos [PII] mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, ah, yeah, yeah, but it's OK. I me this againpamara I'll say uro but yeah to say yeah eo condique veres a party.
[AGENT][NEUTRAL] Siakonos is the corenelcheque um sipago contartarereasuarta.
[CUSTOMER][NEUTRAL] Mere dinero. OK, OK, uh, OK, Mua gracia he's sorelotro, it's sorelotro bill quetengo miloreto and Alessando el queloquevangapagado no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See, in the miosino rese for gynecology oncology.
[AGENT][NEUTRAL] It's Palais.
[CUSTOMER][NEUTRAL] El Centro de [PII].
[CUSTOMER][NEUTRAL] See the Beido and I see.
[AGENT][NEUTRAL] Normal bill, um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, no, it's a semano oste.
[CUSTOMER][NEUTRAL] See, see the mire.
[AGENT][NEUTRAL] OK, no, um, is unreclaacion no sotros pero nos alto el dinostico, uh-huh solesamospiend pero esto parseques paraos laboratorios eldia cuatro de dire.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] No, no, they say no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] This annoying a mimotidogenero.
[CUSTOMER][NEUTRAL] Send me rose la la la senor.
[CUSTOMER][NEUTRAL] Nancy in la corvina or is it no la the billing the central in [PII] [PII] sema Maria medisa quesiquelavian yeah yeah [PII] and via.
[AGENT][NEUTRAL] No, the parte de ostovianolo invian mm mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah, just the thing, OK, but that I am.
[AGENT][NEUTRAL] See visa reclamacor barrierio demon momenta.
[CUSTOMER][NEUTRAL] CC
[AGENT][NEUTRAL] Um, so tendoes pue mosa er la reclamacion de Nuevo la la do no maspaloservisos elabventido neroi processalos and and the nuevo perosis la el pagosteva started in cargo de el el paguaosinosotosia novamosa celepagoa lo n and medio es basaro in cargada desertodo eso.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, so no es queresque, uh-huh, como la reclamacion ante e nos alto informacion ya quela na la reclamacion tenemola informac queneesitamos podemosa el pagoste perosteva star in emosel pagosientoses sues no mandal bill elcologo or los levamosa notaosque quebraleoste.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] See. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You still.
[CUSTOMER][NEUTRAL] Oh yeah, see yeah lado see.
[AGENT][NEUTRAL] So noses nosesuste quere inquireque um ellos sen car deoare los tramincentrenosotosipiosiotequerear in meio.
[CUSTOMER][NEUTRAL] See, no, no, yeah, just like a Marialostaciendo, er, in a no no for me the full and cent don colo in alo the miram a park away.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] If I yeah yeah yeah yeah yeah via biado yeah via la cono clainlomilo she's trese queloqueole to the via and medio poresa poresa rose immiento.
[AGENT][NEUTRAL] See laraquele preuntoes porque um, I'm I'm muchaocaes on the semos el pago alpacientecommo para ient to esostrata collectarinerootees ientoses noo nos mos meterneo so nosesi quere nosequelos queos and car bandandosel guys so crazy no esta clamo um porque mhm no pomanda porcorreo ito aviosanel systemma.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Exactly, see a mojoreo but I am medique i guess ok you know now so I but no you know pagado yeah yeah for medira la gala no.
[AGENT][NEUTRAL] Seasonal
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] See bueno no anttilos beneficiosa reclamo pero silla polia le cure mildolares so see lesos milo chociento de de curi por completo.
[CUSTOMER][NEUTRAL] Core
[CUSTOMER][NEUTRAL] Exactly what is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, they don't me orchociento trese.
[AGENT][NEUTRAL] All those milochoscientos see entoses esqueosostramitaiquenossos el pagomos inona colo que sepago.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, OK, OK, see, I seeo moment and I don't see.
[AGENT][NEUTRAL] See, mhm.
[CUSTOMER][POSITIVE] Seecorreto mucha graciami male.
[AGENT][NEUTRAL] She another commas.
[CUSTOMER][NEUTRAL] No, no, eriato mucha gracia.
[AGENT][NEUTRAL] OK, I say when the man American Public Life bye.
[CUSTOMER][NEUTRAL] When he went.
[CUSTOMER][NEUTRAL] Bye bye.