AccountId: 011433970860
ContactId: 8aa84eea-521d-4e63-a28d-785e414ad225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593599 ms
Total Talk Time (AGENT): 248649 ms
Total Talk Time (CUSTOMER): 222576 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/8aa84eea-521d-4e63-a28d-785e414ad225_20250228T20:33_UTC.wav
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[AGENT][NEUTRAL] Moses gracias apelemiamoliar.
[CUSTOMER][NEUTRAL] One of the numbers ah.
[AGENT][NEUTRAL] When I started this on the farmer.
[CUSTOMER][NEUTRAL] Uh BM BM B and B.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bye now.
[CUSTOMER][NEGATIVE] Uh, I am, uh, I mean may go you to a as a uh comodiodosed or errero and pull la sala the mea the the mountain.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The ocease and make mpagoe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They make those a centenary uh.
[CUSTOMER][NEUTRAL] Lauja.
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] Um and to mote of the uh so solutional about the problem.
[AGENT][NEUTRAL] OK, call us in the middle that police support.
[CUSTOMER][NEUTRAL] No matter uh the the.
[AGENT][NEUTRAL] She gonna pay early.
[CUSTOMER][NEUTRAL] Mm, but that's a bit, so you really.
[CUSTOMER][NEUTRAL] Me and me and bro I I?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And PS on zero.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And that a little bit you know.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, it's the ape Lle Yo bus la polio de seguro Social is in.
[CUSTOMER][NEUTRAL] Ah, yeah, yeah, yeah, I see my own in my own, in my own.
[AGENT][NEUTRAL] OK, OK, what is in the middle.
[CUSTOMER][NEGATIVE] And no compredo.
[AGENT][NEUTRAL] T454.
[CUSTOMER][NEUTRAL] 001.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Trentino reido.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] Pres.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] [PII] de [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And no or like.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] And no matter the pronunciate what you're saying.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII] [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] A [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, he didn't done no way.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They are
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Avenue.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can I, yes.
[AGENT][NEGATIVE] Yes, reclamo [PII].
[CUSTOMER][NEUTRAL] Clamo.
[AGENT][NEUTRAL] OK, Iwandota [PII] and Seareta de Ape LA a.
[CUSTOMER][NEUTRAL] Well, no, I mean you look at that with la de se.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the name was on email security for mandala coy de la rete or email.
[AGENT][NEUTRAL] Outfit
[CUSTOMER][NEUTRAL] Do you hear me?
[AGENT][NEUTRAL] [PII] on a copy de la arheta or email us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Iluego
[CUSTOMER][POSITIVE] See 00 well.
[AGENT][NEUTRAL] In the resalacion de Ape LA yeah you play in a er la on the sores.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, in I form or amanda even informagu nada natasa I mean.
[AGENT][NEUTRAL] Type. Your email is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you'll put on on that for email, but it gives the DNA on a copy at the end.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Itswan.
[AGENT][NEUTRAL] Mhm. Yel hospitalsidalla informacion informacion que vanaitar es un numeral de la poli polio questa bajo the outpatient benefit hospital certificado numeral.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] a numeral.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] Mhm. And numeral is settledos.
[AGENT][NEUTRAL] Binti Quattro.
[AGENT][NEUTRAL] Gorse.
[AGENT][NEUTRAL] Ointaire.
[CUSTOMER][NEUTRAL] I said no.
[AGENT][NEUTRAL] I see yes.
[CUSTOMER][NEUTRAL] You tell me that I'm being a one man boreo uh mandame unofia.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Uh, it's some.
[AGENT][NEUTRAL] Exactly, Yaello said.
[CUSTOMER][NEUTRAL] You cover it off yeah.
[AGENT][NEUTRAL] That sounds like it.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Exact Condovapo medical attention Dala Pharmacion de las dos for Tarias.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'll read them.
[AGENT][NEUTRAL] Yeah, email.
[CUSTOMER][NEUTRAL] See my road and Sierra.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Yeah, um, a customer service quelomanda una coia de laarta porcoreo alareque me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Aoyam.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. I did a a use quete polia secondaria idalla numero de la polia alvea you wanna pay there for numero derupo questan la ta tambien.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, no, to my boy my boy I'm.
[AGENT][NEUTRAL] Mhm. In the middle of the Grupo and Laarjetes benti uno Case.
[CUSTOMER][NEUTRAL] And they say all adults.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see yes.
[CUSTOMER][NEUTRAL] Yeah, he, he go and go and pay.
[AGENT][NEUTRAL] PMs OK. No, and no matter the telephonoporosultrus.
[AGENT][NEUTRAL] Your numer teleno is Osiento.
[AGENT][NEUTRAL] Those synchron Isis.
[CUSTOMER][NEUTRAL] Osciento
[CUSTOMER][NEUTRAL] Does Jose
[AGENT][NEUTRAL] What can I say era.
[CUSTOMER][NEUTRAL] That'll say
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Impos on the uh the uh lima.
[AGENT][NEUTRAL] Exactly, I is for in your unlamon sippo demospagarelospital direct demente.
[CUSTOMER][POSITIVE] Yeah, I got my job there I I I'm gonna go and pay my now.
[AGENT][NEUTRAL] CNS Polisa.
[AGENT][NEUTRAL] I uh beneficio as to podia lossal demegena yes guaranteesado de los beneficios in la polia no podemos uh guarantee pagotemocamo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See, no, no, no, but somoy malopiapomeo paralelospolo lo lo lo yame.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah I'll ask.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] See, yes I can see, see, are you sit or a hospitalti preunta is in Mars.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yo yamanyan.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Mocha gracia
[AGENT][NEUTRAL] And some pla it Ialgama and.
[CUSTOMER][NEUTRAL] A plus a mayo.
[CUSTOMER][POSITIVE] Yeah, mucha gracia.
[AGENT][NEUTRAL] Ego mental grasses apile.
[CUSTOMER][NEUTRAL] Did I ask you about it a bit.
[AGENT][NEUTRAL] Good bye-bye.
[CUSTOMER][NEUTRAL] But