AccountId: 011433970860
ContactId: 82f43b9d-69e9-4270-a1dd-3e716f53c47f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 966849 ms
Total Talk Time (AGENT): 404233 ms
Total Talk Time (CUSTOMER): 334313 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/82f43b9d-69e9-4270-a1dd-3e716f53c47f_20250613T20:07_UTC.wav
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[AGENT][NEUTRAL] When I graciapelelela.
[CUSTOMER][NEUTRAL] See la congaleaayas.
[AGENT][POSITIVE] I'm gonna say yes.
[CUSTOMER][NEUTRAL] Be esque um pengoa unasees meado uncorreronico and on the mass informacion.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, um, numeral polisa you numeral telephone and casa lamasaaa.
[CUSTOMER][NEUTRAL] In the middle of the police van.
[CUSTOMER][NEUTRAL] It's not there.
[CUSTOMER][NEUTRAL] er respace face dress.
[CUSTOMER][NEUTRAL] No telephonicoes you see.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Says Quattrosiete do simple uattrosiete.
[AGENT][NEUTRAL] I see it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Can I can informacion.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Tango Eske 1.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, see, a numero novaer can pisa a numerova can a policy number um er and pia conceitos.
[CUSTOMER][NEUTRAL] Uh, I don't remember.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And yes, uh, policy number 6 is different, uh, value percidola quetavigente his the.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Venticinco renta entica.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, what is a verification asimento direction in electronico.
[CUSTOMER][NEUTRAL] [PII] [PII] er coo [PII] and Texasas the [PII] uno say er.
[CUSTOMER][NEUTRAL] Ecora punto escobar arova queres on the org.
[AGENT][NEUTRAL] OK, right, yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there inacy onquetamos and you should not, um.
[AGENT][NEUTRAL] MBO I would not try orloquepao detamos in the information.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Noorque nosemente teno barrio is a barrio the drama no qualityificae is so.
[CUSTOMER][NEUTRAL] Mrs.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the hemihalamo lamos in the loan in the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] It is that it's an important no so lamented uh reclass no document la document caliphio now had the canes the hemera come.
[CUSTOMER][NEUTRAL] That is that is that OK la soloque it's look at conderea uh [PII] is a pending pending.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No if you can.
[AGENT][NEUTRAL] OK, uh, Eadajolaque process, so process claim novajo process claims.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] They say, OK, can go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I see I'm 995.
[CUSTOMER][NEUTRAL] I I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you know que queit a tobaum.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Processaado.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] Road.
[CUSTOMER][NEUTRAL] Peresaero.
[CUSTOMER][NEUTRAL] a nose like a this second no what.
[CUSTOMER][NEUTRAL] Laquitaro [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No not it.
[AGENT][POSITIVE] I think my husband like fast.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 36102.
[AGENT][NEUTRAL] one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Mahono ella servicioteta trata sorelamoa des miraquesivo barrioto nega porquela and beneficio de loque prevention the solamento is yamandamosumpago parao this is of the masquebeo solamente [PII].
[AGENT][NEUTRAL] Um, I petinopoliaja.
[AGENT][NEUTRAL] Which.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, just send it out for this.
[AGENT][NEUTRAL] I can't know.
[AGENT][NEUTRAL] 171.
[AGENT][NEUTRAL] Seemahonola er soloervirelama.
[CUSTOMER][NEUTRAL] But not go as more.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is to
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] But this is no con no say in porquevi uh you know in loquiam processaos.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, silo poo Merla feta.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Be all.
[CUSTOMER][NEUTRAL] And lossotrope no que que pending oh celo de yaya process houses.
[AGENT][NEUTRAL] Um, um.
[AGENT][NEUTRAL] See tolo quest to the yasta processal our aloque to because um ok.
[AGENT][NEUTRAL] Um, right, but mai tape beneficio the mammograph or cuss me informacionnairo or the tamientolocubio porquesque calo document paraloquestabuca.
[CUSTOMER][NEUTRAL] OK, I yeah, I, um, I don't know who your no no and then you lookquetava elect demo unamografia connao er primero fuel la with quierdo the erasebilosia.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I jaloegola derecho is aloquetengoes um quede cadas and the cava same meatoque.
[CUSTOMER][NEUTRAL] Uh, I said me to chemografia is on no grandma.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, reunta, um, the the jouenotica ladnotica on cancer.
[CUSTOMER][NEUTRAL] No, then yes I don't la preven.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] A prevention. OK, but now alica poquitomo pole to the polestino beneficimen the prevention and one solamente secure unavesano is on sincuenta lares and to um eriaquesislase and and amamorafi petruskido and el dere solamentevamosacuona Cenemi moano.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anton says acaveoqueviamus umpago para er ari cuatroder bei quattro itambian enviamus unpago para.
[AGENT][NEUTRAL] But I benicincosinanueva.
[AGENT][NEUTRAL] Mm, OK, the venticinco de Majois de vent inestaparando um ella ella poliava celestapao unaa mafia queeventin mayodi says ella polisa via celebarondo pagos or la preva de prevention the memberquesa benefici
[AGENT][NEUTRAL] Um, OK, tell me.
[AGENT][POSITIVE] Yeah with a chance, you know.
[AGENT][NEUTRAL] Mm. Mm.
[AGENT][NEUTRAL] OK, yes, the auto quelepaga deciendo and from follow up. So celepago loquerencion unave um no sincuenta Olares eel de abridos del venti cuatro from follow up so it's apaciendolares and toes ello que pagala polisa la policia paga una pre preen anual as encuentareque follow up and doses cureola for a follow up.
[AGENT][NEUTRAL] Yes, solocasepago.
[CUSTOMER][NEUTRAL] Oh, OK. Oh OK.
[CUSTOMER][NEUTRAL] Lego de la Premera.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK forelmarores the no.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Emaro de Ocho.
[CUSTOMER][NEGATIVE] No I go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] I can follow up curi fu la via.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The Ariel nos mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] In loves loves see and
[AGENT][NEUTRAL] I do. Mhm.
[CUSTOMER][NEUTRAL] See Eto.
[CUSTOMER][NEUTRAL] porque memora.
[CUSTOMER][NEUTRAL] Um, the puede esta ultimaque for mayo que venovae in same messages.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] De Nuevo
[CUSTOMER][NEUTRAL] OK, and says it's a no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, it's a no. OK, curiola dela dean went to sing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So yeah era.
[AGENT][NEUTRAL] You feel I'm not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go on.
[AGENT][NEUTRAL] Sisi solo una prevaurano the loquela prevention solo una prevaurano.
[CUSTOMER][MIXED] OK, pero loqueo er different.
[AGENT][POSITIVE] They give me Antono secure.
[CUSTOMER][NEUTRAL] Oh they oh.
[AGENT][NEUTRAL] Communico cure esque dere pente cuandolei and la preva de prevendi gambamosae caleotra preva queerial follow up otra proeva porque esta sal conclusiva not not tenemosuna one magen itmocaleta I don the separi follow up.
[AGENT][NEUTRAL] Or see this oh auna masa I can investigate or bemosao questa I can investigate bamosa eses follow up cirque solamente preventiona pre mama prevention solamente sepagaurano.
[CUSTOMER][NEUTRAL] OK, see, get me loqueola in pulquecommo yeah, in contrado yeah then in contrado andremente namasa and lament in the cada says messages er to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see er porque yeah of mepasal palasque salamente me mecure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So lamente unaejalao la mammografia perono bees the tambienes mammographa in is sonograma.
[CUSTOMER][NEUTRAL] Yeah, OK, perola andsea.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And inestapolisagua.
[CUSTOMER][NEUTRAL] Uh solamente.
[CUSTOMER][NEUTRAL] Yeah, yeah, mere loquesellama murrafia rear elim and follow up.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] But no esto gracia for are you got me or tell me.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem. I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Then the grape.