AccountId: 011433970860
ContactId: 9073c658-900c-4cb0-b16e-bacfe2620457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689840 ms
Total Talk Time (AGENT): 349190 ms
Total Talk Time (CUSTOMER): 219229 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9073c658-900c-4cb0-b16e-bacfe2620457_20250519T13:30_UTC.wav
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[AGENT][NEUTRAL] We one of the years con agusto.
[CUSTOMER][POSITIVE] See bueno.
[AGENT][NEUTRAL] Mo.
[CUSTOMER][NEUTRAL] See me for Mario.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it to me to get it on my something I say but I.
[CUSTOMER][NEUTRAL] And maybe
[CUSTOMER][NEUTRAL] elata.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They can tell me now.
[CUSTOMER][NEUTRAL] I nosapao pero you make tango brando er no no pagaro moque capasolapoque you make tango brando er.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] On a part they said they they loqueoque no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Anna.
[CUSTOMER][NEGATIVE] In quepao.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] In the middle of that?
[AGENT][NEUTRAL] So the certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Beta make my hand.
[CUSTOMER][NEUTRAL] OK, and no.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Cuatro cuatro errodos cuatro cuatro tressie ove.
[AGENT][NEUTRAL] See this switch.
[CUSTOMER][NEUTRAL] It is the question.
[AGENT][NEUTRAL] on the.
[CUSTOMER][NEUTRAL] No, it's there any, no, it's there any in any hospital in outpatient and this is a, mm.
[CUSTOMER][NEUTRAL] E
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] cure.
[CUSTOMER][NEUTRAL] M L L
[AGENT][POSITIVE] Mucha graciole.
[CUSTOMER][NEUTRAL] The pony.
[CUSTOMER][NEUTRAL] When you do [PII] southwest.
[AGENT][NEUTRAL] So to lasaecuadros encuentas northwest Sea.
[CUSTOMER][NEUTRAL] See see.
[AGENT][POSITIVE] Perfect. and all democracy is a electronico quite socio tapolia.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Magrasses and the other is to say amano porque aba corpectervis make osi is just quierra saber el motor securor part les correct.
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Perfect. Uh, the casoli la fea de servisio and a quasivitament America sip verificas is the mosa cla system.
[CUSTOMER][NEUTRAL] Lila.
[CUSTOMER][NEUTRAL] I really see.
[CUSTOMER][NEUTRAL] Oh really.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] in the future cincotemoquereclamon systems on a system indique clamo para.
[CUSTOMER][NEUTRAL] cirque lalala.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Slaro see there's a er er no podemos arseuro since certa quesillomandaro and Normandar um lonelepo informatesquenotenemore clamo para and system produce communicoloseguro.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Killing for rein in slope for reserves.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, you know, a part of.
[CUSTOMER][NEUTRAL] You already open up so it's a song that you.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the overso beneficio retinamajoria loquila the verification the cover lale curetamento recio andloina and doctor [PII] ajo police as to maxima o sin sincuentadiars.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] It's a politemier laboratoriesentes er equipodio incase stateer assista on urgent care sineliarguerrujy unairrujiamenoric doctor or no uno centroo er examine as the diagnosticos ines.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When facilia and mulatorios or clinicas because a specializing in plaas magneticastilele cure la terra physica el lamblanciaeurultimolepo informarquele curetamento informas mentalesusales precuando est tortamento recipicus to maximo deport persona.
[AGENT][NEUTRAL] Um, in effect to be quemorecivido barrias notification contraspecto servicios and el pasaline embargo and toasttamos de de jalesaberqueneesitamos tanto um el cotico de diagnostico el cualnos bano soros desaver el motillo percutament me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The questapolia solamente cure encaso de curesa altamento proseomeo Andre lacion alguna inferedaddo accidentere is important the saber el diagnosticos destiervicios medics in numberdostaitando likeslica the beneficios the sus principal orquesta polisa cure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Claro
[AGENT][NEGATIVE] La part que no cureoseguro principal desue de queospar.
[AGENT][NEUTRAL] So osa claria de secta de cuanto is loquenostoca cuir de eso servicios mediosneesitamos tanto lackslica the beneficios de seguro principal queva de cuela parteoviamente esta suheto al maxim queson docientos in cuenta dolores er puria paraervicios ambulaios.
[AGENT][NEUTRAL] Is diagnosico commodeine porque is parasotros impress uh determinar Cetamento resiba is and relaalenermeaddociente.
[CUSTOMER][NEUTRAL] Cla
[CUSTOMER][NEUTRAL] With the see to see you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, er, dando melo the deposa look atsela mBA pero tam pocofu you know nose sa cartaque media don no we can call you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Where canno and including information lopenaerre darle just on superville on on notta merica on this uh don they use the encla and el porques dear [PII] merio.
[CUSTOMER][NEUTRAL] for polo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's just simply no.
[AGENT][NEUTRAL] momentstimo una carta don the specific and ello stratamiento queles loomento celebrel the diagnosing al
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] It's, it's to say I'm not calling already. I'm not.
[AGENT][POSITIVE] Correct, because you got the diagnosticoeso cerius doctor.
[AGENT][NEUTRAL] Los diagnosticoel de los deforms de loss we use loud.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Like the beneficiola principal.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] She is a principal.
[AGENT][NEUTRAL] They were foremost the communicate likes in the beneficials they said the medic.
[CUSTOMER][NEUTRAL] It's some weenor.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII] [PII] will see you.
[AGENT][NEUTRAL] Not a
[CUSTOMER][NEUTRAL] Would you see it.
[AGENT][NEUTRAL] Al.
[CUSTOMER][NEUTRAL] No, but I will make a note to it to send me a [PII] which is [PII].
[AGENT][POSITIVE] It's very good.
[CUSTOMER][NEUTRAL] OK, I'll take care, bye.