AccountId: 011433970860
ContactId: 83e44731-72c7-4e74-9e2f-d7e31edf40b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770619 ms
Total Talk Time (AGENT): 365106 ms
Total Talk Time (CUSTOMER): 273706 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/83e44731-72c7-4e74-9e2f-d7e31edf40b0_20250324T18:29_UTC.wav
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[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] The number of the number of the the number of the certific card number payer payer ID yes.
[AGENT][NEUTRAL] Do you hear me?
[AGENT][NEUTRAL] No, the certificate number for 4.
[CUSTOMER][NEUTRAL] Uh the card number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, passing or passing or hospital.
[AGENT][NEUTRAL] Cult 7.
[CUSTOMER][NEUTRAL] Yeah, those sincore.
[CUSTOMER][NEUTRAL] Cerro uno M A L A H.
[AGENT][NEUTRAL] Cross.
[CUSTOMER][NEUTRAL] Quadra
[CUSTOMER][NEUTRAL] Uno, M A L A H.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] See it yes.
[AGENT][NEUTRAL] Mejo Victor Ortega.
[AGENT][NEUTRAL] ole.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, my already here they say those.
[CUSTOMER][NEUTRAL] Uh rerocinco qua and I see it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But then they say how it is.
[CUSTOMER][NEUTRAL] In [PII]
[CUSTOMER][NEUTRAL] The restoration.
[AGENT][NEUTRAL] The electronic socio tea.
[CUSTOMER][NEUTRAL] The the Ortegas are ya.
[AGENT][NEUTRAL] Much.
[CUSTOMER][NEUTRAL] Mira just the uh er prose immiento the commoseama themeerro is it I mean you work like mora.
[CUSTOMER][NEUTRAL] [PII] can you hear me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It also.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What does that mean
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] The questa quelica depo prose vistas.
[AGENT][NEUTRAL] Uh, the way that like beneficio the fello were que to solo una verific covertu pado it's just a disclaimer queen.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] It's a police alevaro as a milquidientozollare or the paraservicios and bulaioscluendo tratamento or cancer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The men gas and asala Margen Hospital and non urgent care in caso de queso algunairujia.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, er the mulancia physicaretamentolos prosementos and oficina doctor.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A Corio.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, gas gas relainados I keeper.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I render.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I just told them that he that he fasil is uh to request that.
[AGENT][POSITIVE] respect.
[CUSTOMER][NEGATIVE] See for no.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] The reforms.
[CUSTOMER][NEUTRAL] It doesn't matter.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] I mean if you care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cuales preunta senorilla poli levaculo gas.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] T is that.
[AGENT][NEUTRAL] When.
[CUSTOMER][NEUTRAL] Yeah, yeah, you said over the yeah, yeah, I said over the cla the the clinic. I saw the oncology Institute. I saw the clamo you said no.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] No contest or or no I was.
[AGENT][NEUTRAL] When the recio Ortega.
[CUSTOMER][NEUTRAL] Oh just to rese man yeah.
[AGENT][NEGATIVE] And el reclamo fugado part dean recimento slo uh verificerviciosmos er reciclaos gas.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The Italian.
[AGENT][NEUTRAL] Sicuanos Ortega.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, but he.
[CUSTOMER][NEUTRAL] So I see [PII]
[CUSTOMER][NEUTRAL] Luna.
[CUSTOMER][NEUTRAL] V.
[CUSTOMER][NEUTRAL] And and.
[AGENT][NEUTRAL] Yes, you see, do you know the, the SMS?
[CUSTOMER][NEUTRAL] Marcos.
[CUSTOMER][NEUTRAL] Yes, even your idea.
[AGENT][NEUTRAL] No I'm going to Marso Diaz.
[AGENT][NEUTRAL] Cinco.
[AGENT][NEUTRAL] Marsotuoclamote er loquelo eba buenos el garmento medical abana erreclamolobana mandarausseguro principal despoqueo rela deus principal nos bana mandao.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's a a police officer.
[CUSTOMER][NEUTRAL] The you
[CUSTOMER][NEUTRAL] Yeah, or seque nama.
[AGENT][NEUTRAL] In embargo ego spi ban informac osmos laparel maxiqueulla polio is the milla.
[CUSTOMER][NEUTRAL] Yeah, orita for the city you cologico.
[CUSTOMER][NEUTRAL] He may on er to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, it's not gonna make it if they like.
[AGENT][NEUTRAL] What's.
[CUSTOMER][NEUTRAL] I no because it's like a medicine I mean I don't say ok you come proque verda nos, you know, because look at medicine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] Entiendo er eros in Ortega de las rescued.
[AGENT][NEUTRAL] Not a system to process.
[AGENT][NEUTRAL] Unmos informac seva processor.
[AGENT][NEUTRAL] Lo queso le sciento esque and the seme.
[CUSTOMER][NEUTRAL] The type of
[AGENT][NEUTRAL] Astaire clamo no podemos guarantspado deervicios.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The one.
[AGENT][NEUTRAL] It's just this place in your day.
[CUSTOMER][NEUTRAL] Uh, so you don't in are you talking pagan.
[AGENT][NEUTRAL] Note anos que oxi.
[CUSTOMER][NEUTRAL] Yeah, but she cannot get.
[AGENT][NEUTRAL] Ute dijo paramo desue a dinos no sotros para verificacion.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, I mean, it doesn't say that you're free.
[CUSTOMER][NEUTRAL] The hero is the comtes is prime emo touro or aimuro is to segurosincuenta nama.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They may la.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No I'm with you.
[AGENT][NEUTRAL] In the end, but no no no specific cuentaurciento is.
[AGENT][NEUTRAL] Delole paga admed or the leoquileva pagar Apele and contact thee paralega una clarao.
[CUSTOMER][NEGATIVE] Con con on the your o or admin.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Congar solamentelepascuentole cla quistaoloa admed oloapele.
[AGENT][NEUTRAL] And tosodicona suesta Jaconiformacion osteba saber es la parte quelepagar apeleosta cuanto le papeleia or yaloabeques mil quientozolares diarrios.
[CUSTOMER][NEUTRAL] Yeah, it's.
[CUSTOMER][NEUTRAL] Yeah, yeah, and the ya al cla king.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Sistein.
[AGENT][NEUTRAL] Quanto leva curioseguro principalotemar minaremente protale cuanto ride sous.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I like que degaussesusteyaviendo eso easaviendo pele levacuta milquivientosporeogao I used to put lacuental final.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[AGENT][NEGATIVE] Porto elcaso de queosa gas poloserviciosteo memo depresslo unique and esse caso bamosa neaitar sierta documentacion parapoder verificque so servicioser for er bring out de la mana correctmosisitar build the.
[CUSTOMER][NEUTRAL] The thing is that
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Umbileta yeah um prose.
[AGENT][NEUTRAL] On the online pharmacion de servis include yendo coo the diagnostico.
[AGENT][NEUTRAL] Inumerodos necessitamos likes plica the beneficios, the susseguro principal.
[AGENT][NEUTRAL] Quesogas.
[CUSTOMER][NEGATIVE] Not but don't get, um, uh, ask me don't get be like don't wanna be me.
[AGENT][NEUTRAL] Correct, I celepilalica beneficio de servicioque residio eal doctor wala ola oficina lepiel build detayo.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] So, yeah, it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] T
[AGENT][NEUTRAL] process.
[CUSTOMER][NEUTRAL] Yeah, OK, sorry I mean the way the loss.
[CUSTOMER][NEUTRAL] Yeah, you yamtos because yame.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh yeah, I miss a.
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It is.