AccountId: 011433970860
ContactId: 8cffdeee-ba31-45ec-bc9a-89e2cc9ac2a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568510 ms
Total Talk Time (AGENT): 239919 ms
Total Talk Time (CUSTOMER): 264185 ms
Interruptions: 10
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8cffdeee-ba31-45ec-bc9a-89e2cc9ac2a4_20250618T14:14_UTC.wav
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[AGENT][POSITIVE] Gracias American Public Liferes Monica.
[CUSTOMER][NEUTRAL] Bit pre tacoma.
[AGENT][NEUTRAL] See that number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's OK. You say in part in a group of this when I get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mann is a outpatient certificado numerals ermina and.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] EL or Emeleocho.
[CUSTOMER][NEUTRAL] Bueno in in hospital in hospital or party but think well I wanna tell you what this set it all incote.
[AGENT][NEUTRAL] CSSW. Mhm.
[AGENT][NEUTRAL] We'll get it. Mhm.
[CUSTOMER][NEUTRAL] So don't wanna repeat it today.
[CUSTOMER][NEUTRAL] A mama Leon numeral.
[AGENT][NEUTRAL] It's the number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's a no no I don't me.
[AGENT][NEUTRAL] OK, your number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Not my.
[AGENT][NEUTRAL] Is it supposed to say oste.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK, see, I'm getting for Maabu scandals there.
[CUSTOMER][NEUTRAL] Look.
[AGENT][NEUTRAL] OK, and to parasitvira.
[CUSTOMER][NEUTRAL] OK, it's a paper like a lot because you or is it all like.
[AGENT][NEUTRAL] See el pueda permiso um slay vase no masa yadda no no espar maspala yada queredale permiso yam and toesa formala formsa nos your website el puea for my abla lemos informacqueneesita.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See el permiso del sue mhm.
[CUSTOMER][NEUTRAL] OK, but you.
[AGENT][NEUTRAL] Sivaser lebaya maitamiento a linea or
[CUSTOMER][NEUTRAL] Well the
[CUSTOMER][NEUTRAL] See, no, that is my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Hello hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] See one conqueablo.
[AGENT][NEUTRAL] My baby gots to fitness mental.
[CUSTOMER][NEUTRAL] Laroomiento.
[AGENT][NEUTRAL] That is directionic or electronic.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, like this is OK. I wrote apartamento is also [PII] please.
[CUSTOMER][NEUTRAL] Were to request a er aroa Hotmail punto ASA.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Gracias er mesan permiso Palar con esposa Norma sores to polisa.
[CUSTOMER][NEUTRAL] SpecK for kkmos.
[AGENT][NEUTRAL] OK, is permiso nomaza separa yada, OK.
[AGENT][NEUTRAL] And sit permiso paratula form as a locas.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Issa.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See pero este permisoa no masesa yada, OK gracias.
[CUSTOMER][POSITIVE] OK per perfect no problem have a good day.
[AGENT][NEUTRAL] Norma.
[CUSTOMER][NEUTRAL] [PII] your dad?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this pope.
[AGENT][NEUTRAL] See gracias.
[CUSTOMER][NEUTRAL] Ah well [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Norma.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's theme is de los medicamentosapolisa nobre medicamentos.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It's a ques.
[AGENT][NEUTRAL] So this seguroin problemma is the esta polia seguroseario quelo freport parte de la empress del travajados beneficios el primeroelde in hospital.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, vacua residiochora so male sta sinindo la resorano yes apagardesive copagooseguro um ellotronafio que el the outpatients yeslecubrasaquientoollaresoria yesole si um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Elevariva Iergencia on a clinica durgencia Sibani on the entreal mismodia laboratorios on MRI CT scan theapia ya.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So no polos beneficiostaqueres clamo preo beneficiostienne gas el tique laosarjeta sero primario yestacommosearia.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, for me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] For them.
[CUSTOMER][NEUTRAL] Do that to my people.
[CUSTOMER][NEUTRAL] I don't know he knows the Sanando el de la.
[AGENT][NEUTRAL] Um, la biopsiafoicina del medico.
[CUSTOMER][NEUTRAL] She said
[AGENT][NEUTRAL] See la polia no cureloervicios and officea medio maservios hospital outpatientoresad hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK, to also inquia.
[AGENT][NEUTRAL] Serial mental de medico.
[CUSTOMER][NEUTRAL] So I got to do the same.
[AGENT][NEUTRAL] Mhm. I see.
[CUSTOMER][NEUTRAL] Mm yeah, OK just coming up.
[AGENT][NEGATIVE] No no maso buenomicia clinica orgencia or emergencia orijia osano laboratorios perloservicios and medi no los cure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Ah, OK, no, it's no lado.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] See my problem ambiarest la la fora Silopilomandala form sie layena la regresan asinovaa tenelmismo problemmacommoy OK.
[CUSTOMER][NEUTRAL] Oh, I forgot.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you know in the present.
[AGENT][NEUTRAL] Um, I unto queen el travajolepolemande unfoieto prosolo queso frese oh uh-huh.
[CUSTOMER][NEUTRAL] For espanol.
[AGENT][NEUTRAL] No, no vienen espanol. There's no matter in English quevien mhm see.
[CUSTOMER][NEUTRAL] Oh my God. OK. OK.
[AGENT][NEUTRAL] Perlepioquela for my via OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Alcoa?
[CUSTOMER][NEUTRAL] And you know, and I.
[AGENT][NEUTRAL] Well at American Public Lifena bye.
[CUSTOMER][NEUTRAL] Mucha but no.
[CUSTOMER][NEUTRAL] OK, one minute.