AccountId: 011433970860
ContactId: 81a2d135-77e8-4336-8811-edd4d28e3fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298420 ms
Total Talk Time (AGENT): 136498 ms
Total Talk Time (CUSTOMER): 105470 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/81a2d135-77e8-4336-8811-edd4d28e3fa1_20250310T19:21_UTC.wav
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[AGENT][NEUTRAL] We're gonna.
[CUSTOMER][NEGATIVE] Oh no way.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] In po posito is.
[CUSTOMER][NEUTRAL] the uro.
[CUSTOMER][NEUTRAL] You know, 2.
[AGENT][NEUTRAL] And police are.
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] The number of the Apele.
[CUSTOMER][NEUTRAL] Tell me, tell me.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] It's another thing.
[CUSTOMER][NEUTRAL] no uh-huh.
[AGENT][NEUTRAL] My.
[AGENT][NEUTRAL] in contrast.
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] There's no.
[CUSTOMER][NEUTRAL] Um, it says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sincon
[CUSTOMER][NEUTRAL] Tria you know nonza.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] The numbers?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] It is a gracias [PII] permitsismo.
[AGENT][POSITIVE] Perfect. era [PII] necessito verso direction telephone system.
[CUSTOMER][NEUTRAL] China ento.
[CUSTOMER][NEUTRAL] Mm, maybe it's it's a yoga.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know, yeah.
[CUSTOMER][NEUTRAL] Even.
[AGENT][NEUTRAL] direction.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is in my gracious still uh a medical corrector.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, is this in referencia.
[CUSTOMER][NEUTRAL] 3 a 5 out of 6.
[AGENT][NEUTRAL] referencia on dentista or serferral medical a funeral.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I I yeah I have to look at all the attention.
[AGENT][NEGATIVE] Intend dementediness the police are gonna pay le una is la poliaele beneficios and caca uh alela poliaal congapele.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh yeah, but see we can do the 10 querava.
[CUSTOMER][NEGATIVE] It doesn't see how it because I think what you didn't pay you then tell.
[AGENT][NEUTRAL] Can I get your policy?
[AGENT][NEUTRAL] Correct. OK, so police, uh, additional ver we can see so police, uh, the fieryastos prevents.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, the police are, uh, the accident and no beneficios prevents.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See A.
[CUSTOMER][NEUTRAL] With them if current to say esque see me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's the preventive visual idental.
[AGENT][NEUTRAL] No, where you circulus.
[CUSTOMER][NEUTRAL] And me and can you look at me as a squatter.
[AGENT][NEUTRAL] cirquelos gasser la polia paragas prevents vicelos prove decom the socios and contacts and servierliente decompania [PII] oh and the departmentmentoque manele de los seguroservient erosos.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's studying
[AGENT][NEUTRAL] Well, the departmental combination information on the company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's having um not solamenteo.
[CUSTOMER][NEUTRAL] Muchi.
[AGENT][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] Yeah 70.