AccountId: 011433970860
ContactId: 8f24588c-da01-487c-821e-fa3249ff4366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508750 ms
Total Talk Time (AGENT): 248489 ms
Total Talk Time (CUSTOMER): 161594 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/8f24588c-da01-487c-821e-fa3249ff4366_20250527T13:06_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Oh we're gonna be a.
[AGENT][NEUTRAL] We're gonna do so you know in the.
[CUSTOMER][NEUTRAL] Yeah queloser ID cards as a reo creo peroque cover to the plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] And Ipolicize Sara does say uno.
[CUSTOMER][NEUTRAL] 011 I think.
[AGENT][NEUTRAL] So permit gracias.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, for verific direct telephone.
[CUSTOMER][NEUTRAL] tele.
[AGENT][NEUTRAL] Essento laura.
[AGENT][POSITIVE] Um, light direction like well.
[AGENT][NEUTRAL] Estacios.
[CUSTOMER][NEUTRAL] Eero and Julio own miscinco er now and you know [PII] he's a numer to say quatro says dose on sevente.
[AGENT][POSITIVE] Perfect. Uh, for confirmerdala direction uh [PII] like.
[CUSTOMER][NEUTRAL] OK see San you know Cascade [PII], Greer, [PII] University.
[AGENT][NEUTRAL] Which is electronics.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] electronico poo.
[CUSTOMER][NEUTRAL] C is Kevin.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Kevin er er and then the er er [PII].
[AGENT][NEUTRAL] Mucha gracias lancoote preunta respect alapolia stino respectsmos.
[CUSTOMER][NEUTRAL] See la polia Jose la la er salal sierto.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Le.
[CUSTOMER][NEUTRAL] You get people I said.
[AGENT][NEUTRAL] and the um.
[CUSTOMER][NEUTRAL] The land is.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Hernandez solamente is medica.
[AGENT][NEUTRAL] E.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] And I get the points they they.
[AGENT][NEUTRAL] Go to [PII]
[CUSTOMER][POSITIVE] The cause that's good.
[AGENT][NEUTRAL] In [PII] necess hospital decore Oleinda un beneficiola.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] And elcaso maza de la no mission de la la maximumanendo loss.
[AGENT][NEUTRAL] The polio cure er el confinamientounciendolarediarios Maximo renor person.
[AGENT][NEUTRAL] The meaning so they buna here just uh in unospital and a fabulaia just an officinal doctor.
[AGENT][POSITIVE] Um, facil bula on la poliola desordia maximum dallao.
[AGENT][NEUTRAL] I lasirulia es naira and officine doctor apoliacureta sciento cincolares or the uh maximo de lao.
[AGENT][NEUTRAL] I mean in the officials by examined the diagnostic or or imaginas medicas a police a cure to maximo deciendola desordia maxio de tociasport persona.
[AGENT][NEUTRAL] But I those uh exam.
[AGENT][NEUTRAL] It's a lia.
[CUSTOMER][NEUTRAL] Can you up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you see o tango normalmentia cologo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well I mean.
[AGENT][NEUTRAL] See see parasitic polio solamentoculinaica and caso le cure aso inordia maximo.
[CUSTOMER][NEUTRAL] Senior?
[AGENT][NEGATIVE] Stinging quit uh.
[CUSTOMER][NEUTRAL] Is that a go now.
[AGENT][NEUTRAL] To the polia on a poliaa in the [PII] like 11 or beneficiallial para siertos per sementos meitan tote comoso.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah, basically coming cause I see.
[AGENT][NEUTRAL] No, I know.
[CUSTOMER][NEUTRAL] And not oh.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yes, auelas is not no no sad.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] mosa.
[AGENT][NEUTRAL] Internal.
[AGENT][NEUTRAL] Sicao er a blanco a solarmente pleadorqueo leo freser lean and laser operoti.
[AGENT][NEGATIVE] and a bust in me.
[AGENT][NEUTRAL] So the course was here as.
[CUSTOMER][NEUTRAL] It.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] That this is
[AGENT][NEUTRAL] Chitoeelliador de de senor Hernande no.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See see see please uh.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEGATIVE] No, no, it's very I don't.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] Just the