AccountId: 011433970860
ContactId: 85767421-77dd-4349-ad25-99fc7bdb3dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462420 ms
Total Talk Time (AGENT): 119727 ms
Total Talk Time (CUSTOMER): 216474 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/85767421-77dd-4349-ad25-99fc7bdb3dbc_20250220T20:01_UTC.wav
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[AGENT][NEUTRAL] Gracias at American Public Life. My name is [PII].
[CUSTOMER][NEUTRAL] [PII], er, just in a problemmacomumbi queme migastro.
[CUSTOMER][NEGATIVE] Peruno de un que bongoga me queoleo you [PII] el pago de los scientos in cuento de queo de gas.
[CUSTOMER][NEUTRAL] In in me
[CUSTOMER][NEUTRAL] Yeah, I metanrandolo misaciento peso.
[AGENT][NEUTRAL] OK, I put you that what is the number of the polia.
[CUSTOMER][NEUTRAL] Innumer of the polia.
[CUSTOMER][NEUTRAL] Uh, Grupo.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] No los numerals abajo is a outpatient certificado in a numerals illetras.
[CUSTOMER][NEUTRAL] It does a quarantine 3 outpatient beneficio is.
[AGENT][NEUTRAL] See, uh-huh.
[CUSTOMER][NEUTRAL] No errodo quare rosie diinue emele ocho.
[CUSTOMER][NEUTRAL] You see, I'm mean to you to ques.
[AGENT][NEUTRAL] Um, may I repeat the number porqueran muchos numerals.
[CUSTOMER][NEUTRAL] I'm sorry. Dosarodo quarantine 3 rosieiete D as in eve.
[CUSTOMER][NEUTRAL] Amy Ey Ocho.
[AGENT][NEUTRAL] I nombre [PII].
[CUSTOMER][NEUTRAL] Ada barranco.
[CUSTOMER][NEUTRAL] D as in as in ecuadra.
[AGENT][NEUTRAL] It's a number.
[CUSTOMER][NEUTRAL] Precerocinco do cerodo cuarentain.
[AGENT][NEUTRAL] May regards to the directionic or electronic?
[CUSTOMER][NEUTRAL] Cinto reticuadroinie so 3.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 333.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEGATIVE] Um, but no servicio [PII] fecha de servicio.
[CUSTOMER][NEUTRAL] Medicindo queen neroenerro to say the benticuatro.
[CUSTOMER][NEUTRAL] Uh mso de venticuatro.
[CUSTOMER][NEUTRAL] Oh, all that in.
[AGENT][NEUTRAL] OK, see yellows be like you can tell those.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You know like cano brandolo is a peso one the solamente 1 in que golelo loque el copago.
[CUSTOMER][NEUTRAL] OK, you can go through Seguro.
[CUSTOMER][NEUTRAL] I mean you thinkmorese good about me [PII].
[CUSTOMER][POSITIVE] Locate your ale con gastro era cute [PII].
[CUSTOMER][NEUTRAL] El Copago queera de losinos in cuentochodola.
[CUSTOMER][NEUTRAL] You hear me. You telling me here on quesin.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] She say, um, the endosusclamosis negarron porque la polia no cure servicios and officeicina del medio la poliacutine maspar outpatient esore servicios and alopi peron officina el medio no no cure los ervicios.
[CUSTOMER][NEUTRAL] But I mean maybe hero.
[CUSTOMER][NEUTRAL] The Sierra loicina de medio getarea clinica etojuna clinica etone loicinacommota de me.
[AGENT][NEUTRAL] Una clinico, um, la la manera quiosesanvido ques um and laicina del medio la poliao lo cure and los erviciosine despole vajosapolisa esis as an outpatient um and unospital.
[CUSTOMER][NEUTRAL] It's gastro.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] You know say pass and what's in uh receipt.
[CUSTOMER][NEUTRAL] Soria lao poo poo po eco enala.
[CUSTOMER][NEUTRAL] Oh nintendo nin in la la queo or via la poli sakeogo via a car.
[CUSTOMER][MIXED] Content tienne que no me cure.
[CUSTOMER][NEUTRAL] Now that the you put a sale in outpatient er er puera de lopi.
[AGENT][NEUTRAL] Uh, the Herevita I know that.
[CUSTOMER][POSITIVE] OK, I mean to give you an outpatient benefit.
[AGENT][NEUTRAL] You know, ellamima Covertura uh-huh ellamimatura Sonoma poloservios outpatient. So outpatient waseri by Mergencia on a clinica deurgencia um passerun MRI unasijia de quiresel miss Mola.
[AGENT][NEUTRAL] Perapiaya um perono cure servisos and el laicina del medico.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I swear.commoreamente comuna give you.
[CUSTOMER][NEUTRAL] OK, you want me to hold the via call me.
[CUSTOMER][NEUTRAL] Nomelore.
[CUSTOMER][NEUTRAL] Oponiendo in in in in it.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Get avanti.
[CUSTOMER][NEUTRAL] Peroa unaendencia.
[AGENT][NEGATIVE] Uh, see, um, solos quenosancorando is gastro health yes in a clinic um in no la polia no locure no I I this culpe.
[CUSTOMER][NEUTRAL] Quanto quantolepagos ones.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sereolares cuarenteochoabos.
[CUSTOMER][NEUTRAL] Just send3 con OK.
[CUSTOMER][NEGATIVE] to put it in no ok.
[AGENT][NEUTRAL] See contravajo see uh-huh nope can only service.
[CUSTOMER][POSITIVE] Yeah, no, that's cool.
[CUSTOMER][NEUTRAL] Oh good no the end intracosa de pueda go me it it's a it's a no cure it's adipo it's a visio no locure.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, OK, Caradeca.
[AGENT][NEUTRAL] See now that's the one yeah that's just being a my American public life by.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It what?
[CUSTOMER][NEUTRAL] Right.