AccountId: 011433970860
ContactId: 816781b9-81b5-4848-9c53-16753a41be5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1076520 ms
Total Talk Time (AGENT): 524576 ms
Total Talk Time (CUSTOMER): 273203 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/816781b9-81b5-4848-9c53-16753a41be5b_20250530T20:44_UTC.wav
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[CUSTOMER][NEUTRAL] I think that.
[AGENT][NEUTRAL] We want to sell this gusto.
[CUSTOMER][NEUTRAL] When I started salas Maria but I noes so yando yess uh very algo circade una cuenta.
[AGENT][NEUTRAL] OK, and the end system for no the police are gonna pay system.
[CUSTOMER][NEUTRAL] OK, mm.
[CUSTOMER][NEUTRAL] I said pay ID.
[AGENT][NEUTRAL] Citgo outpatient certificate number or in hospital sir number or policy certificate number in Algar.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can wait.
[CUSTOMER][NEUTRAL] OK, you say member ID, OK, Nueve Ocho.
[CUSTOMER][NEUTRAL] They don't know why wait?
[CUSTOMER][NEGATIVE] Cerro re dodos.
[AGENT][NEUTRAL] No, no, no, it's a number, um, la jetais gar.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] This OK?
[AGENT][NEUTRAL] Multi-plan.
[CUSTOMER][NEUTRAL] It's that is.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] At yougurupo.
[AGENT][NEUTRAL] This group we're gonna tell you.
[CUSTOMER][NEUTRAL] I can you say pay ID?
[AGENT][NEUTRAL] you know novenata and algulugar er a teleocho.
[AGENT][NEUTRAL] OK palabra multi plan.
[CUSTOMER][NEUTRAL] Mm. I
[CUSTOMER][NEUTRAL] On hospital benefits card number?
[CUSTOMER][NEUTRAL] Uh, outpatient benefit certificate number that one Sean I uno those res quadro numerals no 10 nose perquia dos.
[AGENT][NEUTRAL] It's, it's, it's a, it's a you know an outpatient certificate number. It's a no.
[CUSTOMER][NEUTRAL] Uh, OK. OK.
[CUSTOMER][NEUTRAL] Oh, and he says all those.
[CUSTOMER][NEUTRAL] Cinco 0 N 00 M L A H.
[AGENT][NEUTRAL] P.
[AGENT][NEUTRAL] Seniors.
[CUSTOMER][NEUTRAL] OK, uh, onsequia de sincuentave.
[CUSTOMER][NEUTRAL] You mean the telephone sins.
[CUSTOMER][NEUTRAL] Email [PII] [PII].
[AGENT][NEUTRAL] for verification.
[CUSTOMER][NEUTRAL] Mira, if I said [PII] no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you see it on [PII].
[CUSTOMER][NEUTRAL] De la la.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It don't I can never say nose can I say ok payment insurance is a tresil pochosentosquaentanue it this but this OK.
[CUSTOMER][NEUTRAL] Insurance balance recientos patient.
[CUSTOMER][NEUTRAL] You balance say parapaciente de treilento corn.
[AGENT][NEUTRAL] OK, Quando errelio is the proseo medical um sepatino.
[CUSTOMER][NEUTRAL] Andro uno fuerroun yelotro ferocinco.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Favrerosino.
[AGENT][NEUTRAL] The laocinco correct era.
[CUSTOMER][NEGATIVE] It's not safe.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] P144.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] in, in a, in a needle.
[CUSTOMER][NEUTRAL] I know and I don't they you know intidos.
[AGENT][NEGATIVE] Nero noneromore clamo over no.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I don't all beinco.
[AGENT][NEUTRAL] The rotidos.
[CUSTOMER][POSITIVE] And it went for safe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know, come on.
[CUSTOMER][NEUTRAL] In in commodo puesque er redo sing.
[AGENT][NEUTRAL] La.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, promosololamos per in the listing foracion.
[AGENT][NEUTRAL] Also it
[AGENT][NEUTRAL] OK, Boacomer on uh lines beneficials lapo police celebrating the senior party solamente paraqueare to maximo de kinientozolare for the paraservicio ambulare of patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, beorelamos a keeper la fe the elidos.
[AGENT][NEUTRAL] The nero de Cinco respect uni here cuero.
[AGENT][NEUTRAL] Mayo gao de anesthesia lairujia de Loe de milos cargoser de la.
[AGENT][NEUTRAL] Delugaron era in surgery center of Aventura.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, cono lajoslosigente Apele pagolosquinitosolares paradia deve deveos de nerolosincoloquela politique maximo beneficio para ed or beneficiodiquela polida.
[AGENT][NEUTRAL] Is the quizolare um vimos clamo de la facilida del via kill maximovie.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] El Paiso [PII].
[AGENT][NEUTRAL] Uh, estrous group principalalio de cuatrosinos disconsinte cinco esto epagado bajo el clamorecincoiete cinco tresnaveiete.
[AGENT][NEUTRAL] Ensel dosere dos Ochoa.
[AGENT][NEUTRAL] Um, logo pagamoser parte del beneficio.
[AGENT][NEUTRAL] Al Sirujano.
[AGENT][NEUTRAL] Bach resin cinco res no.
[AGENT][NEUTRAL] Uh, or to Florida LLC.
[AGENT][NEUTRAL] principal resents no consequente says.
[AGENT][NEUTRAL] Lunico alelbaa quequedava and to the pas de pagar pardon uh los gasus de la anesthesia errano genta conquente cinco.
[AGENT][NEUTRAL] Yes soloquesepago Alan alalciojano con sepagose al maximo beneficio quela polia cure but uh deervio logorosevimos.
[AGENT][NEUTRAL] El build the the lospio del Centroquiro Rico.
[AGENT][NEUTRAL] Element and quelosentzlalida but services of patients.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't need that can.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Comotacientosaolarescommoa museum osage in a bien metro bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Quera derecientopolaman is quierda.
[CUSTOMER][NEUTRAL] Its bill can you see a key.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The total total patient balance tilentos corn.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See princiro principal para los gaso de la.
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] losso de lossos de la facilia.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I uncorola deer.
[AGENT][NEGATIVE] It's la fea del Cinco de Ferrero.
[AGENT][POSITIVE] This is another apprecientos laris.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, justintolarepelos pago Bajo el claro rese sero on search.
[AGENT][NEUTRAL] Estepago Saburo Surgery Center of Aventura.
[AGENT][NEGATIVE] Baroque erro cuatro cuatro cuatro erro uno.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, paralafea del Cinco de Ferrero solamente tenemos ester lemon reciclamo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] E R, OK.
[AGENT][NEUTRAL] I paralafea del er el ventidos de de nero dedos cinco.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] The los gaso de loss.
[AGENT][NEUTRAL] Apply on those.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Tresmil oscientus quante novelas. The scho is common for negadovidoquelo um.
[AGENT][NEUTRAL] El maximumiciodo and clamo.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh maybe.
[CUSTOMER][POSITIVE] It's really cool.
[AGENT][NEUTRAL] It's for tournament la polio solamentezola reservicios and mulleos is solos losserviocute resi mimosas casa ote resin to make menoradiochorado ambuorio.
[AGENT][NEUTRAL] I lapolia solosipula quizola repartiervios stea mayorlachos and and escaola polisa el beneficio cambia.
[AGENT][NEUTRAL] He is considered hospitals in a cao la polile cure as so maximo deindo la resalano.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] the same.
[CUSTOMER][NEUTRAL] OK, you mean lasso.
[AGENT][NEUTRAL] La Nintendo.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Mm, see the forward polo sit to me mandauna carta istullando m los tacos queerro Iloor correo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Esto documentosellehioya sucasa um senor but the las cartos dele con respect to or clamos.
[AGENT][NEUTRAL] You just.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, no you know it's.
[CUSTOMER][NEUTRAL] Quandolomandaro.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] El primeroembo um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] El Pago Alanesthesiologoso.
[AGENT][NEUTRAL] Singing I see it there.
[AGENT][NEUTRAL] The logo dire the Marso cirque esoso.
[AGENT][NEUTRAL] On verse.
[AGENT][NEUTRAL] Eversos amismohus semismoviernes all the via versalido el lunes check it meanolaerta queba acasa er.
[AGENT][NEUTRAL] El Segundo Chequesepago for the and mimore.
[AGENT][NEUTRAL] a civil assistance America casquesiso sepago.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Febresins reintola despagamos is the cartobio.
[AGENT][NEUTRAL] And the uh
[AGENT][NEUTRAL] Bueno el el que sepa pardon elcase de Mayo.
[AGENT][NEUTRAL] The elmer says those milestrakisilient [PII] says the er on the ferredo and this says the mayo.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The confirm all the direction is um.
[AGENT][NEUTRAL] The poquito.
[CUSTOMER][NEUTRAL] In [PII]? Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So the es un [PII] resres [PII].
[AGENT][NEUTRAL] I said directions have been on the krapati.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I go from the no theme nomiacuerdo.
[CUSTOMER][NEUTRAL] No, no, I.
[AGENT][NEUTRAL] Indian.
[AGENT][NEUTRAL] Leuo search a copy the is explicases a beneficio porcorreo electronico.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, Salma.
[AGENT][NEUTRAL] In una informato poo electronic and.
[CUSTOMER][NEUTRAL] Uh, Chila.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] So a repetitmente [PII].
[CUSTOMER][NEUTRAL] [PII] Correct.
[AGENT][POSITIVE] Perfect. The way [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, er estacion necess the other way.
[CUSTOMER][NEUTRAL] No, no, it's a, it's really what mm.
[AGENT][POSITIVE] Perfect. [PII] excellent pele espell correo conformation [PII] you know.
[CUSTOMER][NEUTRAL] Boy.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] I went muchas gracia.
[AGENT][NEUTRAL] You will.
[CUSTOMER][NEUTRAL] That's bye.