AccountId: 011433970860
ContactId: 83091c0a-1bf8-45bc-9851-364a5266f704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427070 ms
Total Talk Time (AGENT): 195939 ms
Total Talk Time (CUSTOMER): 182507 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/83091c0a-1bf8-45bc-9851-364a5266f704_20250502T20:29_UTC.wav
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[AGENT][NEGATIVE] That's just being a mad American public life. Ms [PII] that.
[CUSTOMER][NEUTRAL] See, uh, reso and Marso the um office visits are not covered by the above number policy pero and the urgen oropedico you know er I'm the paraque urgent care.
[AGENT][NEUTRAL] OK, I put that call us the number of the police.
[CUSTOMER][NEUTRAL] Uh, orthopedic.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's a nombrena ento.
[CUSTOMER][NEUTRAL] [PII]'s name the one.
[AGENT][NEUTRAL] That's yes, but if it got to the directionic or electronic.
[CUSTOMER][NEUTRAL] It is the [PII]. This is [PII] and aventura in zip code is.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Elicita that say [PII] ya [PII].
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] yes, is the abela fecha de serio.
[CUSTOMER][NEUTRAL] Mm, see the person or see cacios.
[AGENT][NEUTRAL] No, la lavicita. Mhm.
[CUSTOMER][NEGATIVE] See and say embre cat noviembre even no.
[AGENT][NEUTRAL] OK, uh, merijodibrecase.
[CUSTOMER][NEUTRAL] What that mhm.
[AGENT][NEUTRAL] Per premier?
[CUSTOMER][NEUTRAL] prime dire.
[CUSTOMER][NEUTRAL] Lola noviembre it doesn't say that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They had a viallama of the moment.
[AGENT][NEUTRAL] Porcossemedique era visita the orgena noa una visita regula.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Correct, sir.
[CUSTOMER][NEUTRAL] It's more than I can you see.
[AGENT][NEUTRAL] It's an urgent care, OK.
[CUSTOMER][NEUTRAL] OK, in the que the my working care is there's notepaa cannot presenter supplemental and it's a moment loola scienteitaquetuloe if he don't.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] It's que quelos 2 hours.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The revisolos papelesquiloquemosa sepalo momento.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Sirena mastin nombre medio notine um el nombre la clinica. So tidoses polar la clinica versillosasina reclamaciono siote queremandarnos um opileaos unaopia the del reclamo on the is a cases una ounabisita the urgent care asillomospagar porquesa no masine nombre del medio estamos algo enandoque urgent care.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, oh sissibo is urgent caretaineouede servid si resciottiquetener la fecha de servisio quelas chaste me.
[CUSTOMER][NEUTRAL] Come and receive of um poqueo teno.
[AGENT][NEUTRAL] Mhm loqueueilea factura de taada conel dinostico oh no notequetenel dinostico prona factura detaadaositami mamosa dinostico porque eso loque falta bienpa de pagar um parte de servio soloquevaecareablar conos it la la factura de tayada conel dinostico porque neisamolaossel diagnosticoenenando queuna clinica degencia.
[CUSTOMER][NEUTRAL] OK, come on, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm yeah, OK, OK, this is, yeah, whatever I say.
[AGENT][NEUTRAL] Mhm. Oospoenas la de cla mienes uncion yesisiote pago contarjeta um le regressan is in to uh a tarjeta.
[CUSTOMER][NEUTRAL] It's enough.
[CUSTOMER][NEUTRAL] And so.
[AGENT][NEUTRAL] proposals.
[CUSTOMER][NEUTRAL] Yeah, OK. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's in the document reported delo can care quelata clinic or tempo.
[AGENT][NEUTRAL] Um, conesa, um, pajina's is the clinic as ena la rasonquefola ala clinica degen.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] This is oh no la. OK it's a cooler to Health Consulting association just alugen care.
[CUSTOMER][NEGATIVE] Slow.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Porque dinostico loque is ella raque de fue uh la clinica degencia um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it's a mhmamosalgooquelaraquetuvoquira orgena.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm no, I am.
[CUSTOMER][NEUTRAL] OK on the yes it didn't de la clinic delusionques full orthopedics orthopedic gent care I should look itque unans.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Pue inviarla paravisarla no no guarantees that but I get to problemma conumpi verda.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] T E BS was the same.
[AGENT][NEUTRAL] Oh no, see, so esolo que esitamos, so eso el diagnostico is um.
[CUSTOMER][POSITIVE] Yes yes.
[AGENT][NEGATIVE] This que que queue ala la clinica de gen loquesamos buscado.
[CUSTOMER][NEUTRAL] Mm yeah, OK, OK, well yeah look [PII] I.
[AGENT][NEUTRAL] Is a part this inque they have urgent care no uearelo no pescrivilo tine queerunan uh comuna nota del medio or una factura de taya conse coo mhm.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] I don't know. [PII].
[AGENT][NEUTRAL] See
[AGENT][NEGATIVE] Nuevo reclamo prose nova mandalomimo quemandoantia emo lassopia de lo que pagos sero primario que es ia nola necessitamos no masque mandalalaformacionalquespiendo.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Yeah, OK. OK, perfect. OK, got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, no, so.
[AGENT][POSITIVE] OK, you assist me my American Public Life. Bless you [PII] bye.