AccountId: 011433970860
ContactId: 8fd6a51e-9d98-4000-aa19-61f1338c8458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679200 ms
Total Talk Time (AGENT): 298385 ms
Total Talk Time (CUSTOMER): 186736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/8fd6a51e-9d98-4000-aa19-61f1338c8458_20250502T18:39_UTC.wav
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[AGENT][POSITIVE] We gonna start this conquite agusto.
[CUSTOMER][NEUTRAL] So you're gonna start acommos.
[AGENT][NEUTRAL] On a Saturday.
[CUSTOMER][NEGATIVE] Er, no, yeah, that's a way of mess.
[CUSTOMER][NEUTRAL] Lomoreapelesiselmando selmandaloresque.
[AGENT][NEUTRAL] Silas.
[CUSTOMER][NEUTRAL] A number the policy is in cuatro unore.
[AGENT][NEUTRAL] on the gracias.
[AGENT][NEUTRAL] The [PII], right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what else
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mucho gracio o telephone.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On Ferrerosino er lore so always unembro pines.
[CUSTOMER][NEUTRAL] Reser in er er er.
[AGENT][NEUTRAL] So telefono it electronic system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The telephone [PII] mo [PII].
[AGENT][NEUTRAL] Mucha gracia you want lamo it's a quesose on the lamo.
[AGENT][NEUTRAL] Uh, so uh the cafe and clamoiola assistance America.
[AGENT][NEUTRAL] She.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] At the at the moment.
[AGENT][NEUTRAL] 7070 quad, OK.
[CUSTOMER][NEUTRAL] Are you know, yeah, the auditorium.
[CUSTOMER][NEUTRAL] cure.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] The sports
[CUSTOMER][NEUTRAL] The pores.
[CUSTOMER][NEUTRAL] Yeah, lot less early and know it's not.
[CUSTOMER][NEUTRAL] See and and a lot lotcho de er lotcho de nero they I mean the legisin.
[AGENT][NEUTRAL] OK, what we do for.
[CUSTOMER][NEUTRAL] Yellow drum.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] But then those 70 says the quarter.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] Just the account number you know billing number.
[AGENT][NEUTRAL] Kroki.
[CUSTOMER][NEUTRAL] retro.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] So the, OK.
[AGENT][NEUTRAL] He's in the memorial list of cargo he a doctor [PII] for me.
[AGENT][NEUTRAL] Polo servile dia.
[AGENT][NEUTRAL] Ware.
[AGENT][NEUTRAL] In you say.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Perfect. the hospital.
[AGENT][NEUTRAL] Soropo contolos of cumentos parapodero erdacer ok est to is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Julio Indos Julioidos when the urgent care in El Sal Miami Hospital.
[CUSTOMER][NEUTRAL] That make sense.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, when apearconesque queteno a mano momentos el el diaidos the Juliomiso una bio is on a visa.
[AGENT][NEUTRAL] Agena.
[AGENT][NEUTRAL] It's a [PII] Hospital.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Elamo for negado de que estamo solicita no mass informacion.
[AGENT][NEUTRAL] Stamo solicitan quenos probeerael coo the diagnostic to queervilagen.
[AGENT][NEUTRAL] Humaro is a documentormos novata.
[AGENT][NEUTRAL] Akitapoco.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Necesitamos diagnostico parala de elventos de julieldos mil venti cuatro neitamoso porqueo assist medicasadia.
[AGENT][NEUTRAL] Is the lavicita and pain.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, no, see you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I parla visa quere doctor uh doctor [PII].
[CUSTOMER][NEUTRAL] So, uh-huh.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Para ester clamonique on those milk cuatrosinosola neesitamos elvier.
[AGENT][NEUTRAL] Um no.
[CUSTOMER][NEUTRAL] No, it, it, look at you.
[AGENT][NEUTRAL] Exits.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] To see, correct to see reomo is nemos aqui el baa el pacu conta and Taos.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Io no parapasociated neesitamos likesliaciono beneficios the sussegu principalsola vidatermente para la feio de Julio.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Nemo is a mio pero cola fecha del ventre de venti cuatro it and bien el codio de diagnostic node system and porqueo queervisto er el ventembreella el emergen.
[CUSTOMER][NEUTRAL] So mem memorial le mandola.
[AGENT][NEUTRAL] Metemoquenose your no noloquilos unico clamoemos and estre momentolapolia queso esto el y the Julidosinvent cuatro.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You think I mean I just the the quest diagnostic.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Is what you need or no?
[AGENT][NEUTRAL] The pores loss in the system solamente moss solos.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, but you you is the semandole for us uh the quest that diagnostic in kinds of thalmology, not even one a lot of.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No loosing here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So lamente commodiel the Julioidosinte venti cuatro que la visa la orgena eel dedicrevent bee venti cuatro conel.
[CUSTOMER][NEUTRAL] Yeah, it's.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and it's.
[AGENT][NEGATIVE] Correct [PII] porque to receive assistance American tadoses.
[CUSTOMER][NEUTRAL] The loss no.
[CUSTOMER][NEUTRAL] What is the the the memorial well yeah, OK.
[AGENT][NEUTRAL] I see it.
[AGENT][POSITIVE] Correct, I see.
[CUSTOMER][NEUTRAL] List, OK, [PII], we are we are memorial.
[AGENT][POSITIVE] Perfect. I'll go.
[CUSTOMER][NEUTRAL] I yeah, I see, I won't go the one is the pan.
[AGENT][NEUTRAL] See, Dialesque solicitandio de diagnostico Paresasparassitta buo paralarecuerde para Julioidosesamo solicitan del codio diagnosticonaddamas.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But uh this reviti says necessitamos likesliacion the beneficios del se principal.
[AGENT][NEUTRAL] Eelcordio de diagnostico.
[CUSTOMER][NEUTRAL] Yes because the beneficials I think.
[AGENT][NEUTRAL] As principal.
[CUSTOMER][NEGATIVE] I would have been OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Recorder solicitale legscaiona beneficios de tires mil venti cuatro.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Wait on a second.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, no, just
[CUSTOMER][NEUTRAL] It's a status.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm got you.