AccountId: 011433970860
ContactId: 810cca4d-32ac-4c27-8a1f-6cc77b056c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324549 ms
Total Talk Time (AGENT): 114840 ms
Total Talk Time (CUSTOMER): 185772 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/810cca4d-32ac-4c27-8a1f-6cc77b056c68_20250117T19:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Gracias at American Public life meres [PII].
[CUSTOMER][NEUTRAL] Well I'm Monica to myself when I started um consultao of that.
[CUSTOMER][NEUTRAL] My explanation of benefits um.
[CUSTOMER][NEUTRAL] They gonna they gonna do that I know.
[CUSTOMER][NEUTRAL] I er I know the the the the toys.
[AGENT][NEUTRAL] OK, and is that quality and number of the police, sir.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK er resincuenta dress cron noventa.
[AGENT][NEUTRAL] That yes it's a nobrena sciento.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] He's so I'm at the left one.
[CUSTOMER][NEUTRAL] Get that just says quatrese say ste or chocinco.
[AGENT][NEUTRAL] May I verify Rexionic or electronica.
[CUSTOMER][NEUTRAL] [PII] mm if you must [PII] uh [PII] [PII].
[AGENT][NEUTRAL] Yes, yes. Yes, sir, a lamaspar or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have to take a little pao.
[CUSTOMER][NEUTRAL] And the and the uh this is.
[CUSTOMER][NEUTRAL] The um.
[CUSTOMER][NEUTRAL] And servios el el doso de Julio.
[CUSTOMER][NEUTRAL] Um, Pero.
[CUSTOMER][NEUTRAL] Lookstra esto safrica and me ecolo meso bar.
[CUSTOMER][NEUTRAL] Mm no no in cuatro.
[CUSTOMER][NEUTRAL] Um, for me the APL el medijo la mejo de que que APL spa.
[CUSTOMER][NEUTRAL] Um, it gets just to stay lepa doctor ao miver look at you yeahquesa.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] See um no manti la preontaquetine.
[AGENT][NEUTRAL] Um, so, uh-huh.
[CUSTOMER][NEUTRAL] He he look the que que apagado jole doctor.
[CUSTOMER][NEUTRAL] No no no no no eldo de Julio per lie as a liapa doctor this is in the embre and this is the doctor el paoorlotanto roar foraque on them ro porque IPL spa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Siose the queervio cobras no deciento lao batenercaneos porquenoses baste mastratamientos pero paraesta via pagamos novecientosteochogene cuatrolo unique nosecurio so ella consulta um pala consulta deo cuantos de via.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So pala consulta no mascopago uh-huh the dolares and to convenefiso de la polaicinal medica versa pena is a is a creo eso patras porquesi sinosamos pagado is the tambien and and and sore pago um and no nonos notific can conosteel pago so nosa de mosqueos the yellowa echo.
[CUSTOMER][NEUTRAL] You you.
[CUSTOMER][NEUTRAL] Exactly, but.
[CUSTOMER][POSITIVE] Oh wow, yeah, you some amazing now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, nose to vira quelos pale reed in roorquesisolo no entola resina nostro stamilo pagamos and to deveneedinero mhm el comprobante vareasion the beneficios.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I see the Algoma.
[CUSTOMER][NEUTRAL] Um, mm.
[CUSTOMER][NEUTRAL] OK, beca I'm a I'm I I'll say and I get nodure de la salo.
[AGENT][NEUTRAL] It's kenos cobranor serviciocada servie una responsaidad um so it's some different servisos quebraon.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Berto el monto totalquesepagos on no esosteochote cuatro um lo nico quete de la el copago.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Iona.
[AGENT][NEUTRAL] Mhm. CSO about the Laconos.
[CUSTOMER][NEUTRAL] Aparthe apart apart no see, OK, you are.
[AGENT][NEUTRAL] And we trynaal.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] See
[AGENT][POSITIVE] OK, [PII], good for your my American Public Life as one bye.
[CUSTOMER][NEUTRAL] Mua
[CUSTOMER][POSITIVE] You welcome bye.