AccountId: 011433970860
ContactId: 7fcd9887-4b6f-466c-a0b0-2e4eebe7db8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 871940 ms
Total Talk Time (AGENT): 291685 ms
Total Talk Time (CUSTOMER): 228326 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/2025/04/28/7fcd9887-4b6f-466c-a0b0-2e4eebe7db8f_20250428T20:27_UTC.wav
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[AGENT][NEUTRAL] We start this conquito.
[CUSTOMER][NEUTRAL] Hey, what not that not that.
[AGENT][NEUTRAL] B.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sio.
[CUSTOMER][NEUTRAL] So un un un.
[AGENT][NEUTRAL] outpatient certificate number or in hospital sir number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a policy certificate. OK, Crocinco.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] In or or just
[AGENT][NEUTRAL] As.
[CUSTOMER][NEUTRAL] Perrocinco
[CUSTOMER][NEUTRAL] Ochocinco
[CUSTOMER][NEUTRAL] Simple or just single?
[AGENT][POSITIVE] Per gracias.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And may I also.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Silva.
[CUSTOMER][NEUTRAL] Uh, the siento it's like and then.
[AGENT][NEUTRAL] direction the number of telephones in your.
[CUSTOMER][NEUTRAL] They also sayin quatroinco.
[CUSTOMER][NEUTRAL] What you what they say.
[CUSTOMER][NEUTRAL] Unno say
[CUSTOMER][NEUTRAL] So is uno say the achio on.
[AGENT][NEUTRAL] Colposals or silva.
[CUSTOMER][NEUTRAL] Rescu.
[AGENT][NEUTRAL] Unit electronico socio.
[CUSTOMER][NEUTRAL] Uh, silva and uh aroa.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] Er.
[CUSTOMER][POSITIVE] Ready to go. It's all there yeah.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] And then no.
[AGENT][NEUTRAL] Bergin and lapolia questacomal principal logoremos uh Angella coo comoso posa.
[AGENT][NEUTRAL] Jesus dos Ios and Luisangel.
[CUSTOMER][POSITIVE] Oh perfect. That's perfect because I'm only here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Kevin Kevin.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the police seario supplemental spaza.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Yeah so principal desser quesa with the principal resofamiarcio.
[AGENT][NEUTRAL] And the beneficial and specific they were records solo verification the guarantee a disclaimer.
[AGENT][NEUTRAL] It's the beneficials beneficial.
[AGENT][NEUTRAL] El reso familia astas in [PII].
[AGENT][NEUTRAL] It's the beneficial replicadu state or in this famili ingress macho.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Entertainmental uh medical menora is considered outpatient in the castle beneficio is solamente de Zolaoro currencia.
[AGENT][NEUTRAL] It's got alique Jose resistance America and on hospital and a salaergen hospital and on urgent care.
[AGENT][NEUTRAL] M shall go and examine the diagnostico.
[AGENT][NEUTRAL] Eelaminofeme mental prian detamentos.
[AGENT][NEUTRAL] It eltratamento and officeicina uh clinical doctor.
[AGENT][NEUTRAL] Is the is the internal clinic office in doctoresscuvito maximo desincolaresita maxima cuatrovicita per personnel and you.
[AGENT][NEUTRAL] Oh Maximo de ocho Visitas portos personas.
[AGENT][NEUTRAL] Justin and Lapolia.
[CUSTOMER][NEUTRAL] OK, we get a one that.
[AGENT][NEUTRAL] Were Mr. [PII] silva desk er per no desalinaona cuentas in crea yeah used to access soal a certific policy valerto exomoloca.
[AGENT][NEUTRAL] I pardon.
[CUSTOMER][NEUTRAL] Um, I don't know what.
[CUSTOMER][NEUTRAL] Uh-huh, see.
[CUSTOMER][NEUTRAL] Alright, I will have.
[AGENT][NEUTRAL] Uh, no, no it was an application look in direct line.
[CUSTOMER][NEUTRAL] OK, you can go unos um uno recis uh yeah on the no con uh nose car.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mute caosen your silva jelelo siente um serviciosamente on.
[AGENT][NEUTRAL] And the receiver assistance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Brons unreclamo apele bamos and sitardos documentosmedocuo is unvi de talado de lugardo reci assistance Americaclucordio de diagnosticosipermientos.
[AGENT][NEUTRAL] He commodocumento numerodos necessitamos lights plica the beneficios the sus principal quenos the circuano mosque para servicio residiolos residio systems America.
[AGENT][NEUTRAL] And the primerosin.
[AGENT][NEGATIVE] principal lacks the beneficio del primaro with the sin.
[CUSTOMER][NEUTRAL] OK, OK, it's a lime primarialia.
[AGENT][NEUTRAL] SCS.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was and this uh.
[CUSTOMER][NEUTRAL] Mayo memento.
[CUSTOMER][NEUTRAL] Uh, undoingrega.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't get no grito.
[CUSTOMER][NEUTRAL] For on.
[AGENT][NEUTRAL] Look
[AGENT][NEUTRAL] Claroloquepaso in your silvers can nootros apple notine contreto conning medicare travajamos specificamente conlo queusseguro principalaliquecommodule sentoses noo notemos nada quebercon medio on pitalina.
[AGENT][NEUTRAL] Closer and sermon contola la revisamosipagao beneficioscuda la la politiula.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, and.
[AGENT][NEUTRAL] The Iya senor Silva.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See, I'll be again.
[AGENT][NEUTRAL] Uh, permit where wear police police are not covered the permitsa.
[AGENT][NEUTRAL] Memo on your police and no cure and relaya or
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There are people personnel of the speech.
[AGENT][NEUTRAL] Lalia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] I think one model.
[AGENT][NEUTRAL] I was almost
[AGENT][NEUTRAL] Is gonna.
[CUSTOMER][NEUTRAL] No, it's all I'm, that's it.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And one that's
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] of you
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I like it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] yeah,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] The woman
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm I.
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] now
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEGATIVE] We got a queue.
[CUSTOMER][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh I can stop it.
[CUSTOMER][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] So to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] with you.
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey [PII].