AccountId: 011433970860
ContactId: 953cbffe-2ffb-4f86-8be3-2e713b8af04c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1000270 ms
Total Talk Time (AGENT): 266698 ms
Total Talk Time (CUSTOMER): 278417 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/953cbffe-2ffb-4f86-8be3-2e713b8af04c_20250523T19:25_UTC.wav
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[AGENT][NEUTRAL] When I tell [PII].
[CUSTOMER][NEUTRAL] You want me certific account number?
[AGENT][NEUTRAL] Superphone.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] Cert.
[CUSTOMER][NEUTRAL] A certificate number hospital or or passing benefits.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] All the laws.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient, no?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's 03.
[CUSTOMER][NEUTRAL] Quadroventiocho [PII] [PII]
[AGENT][POSITIVE] Good moment it.
[CUSTOMER][NEUTRAL] Payer ID is Ose.
[AGENT][NEUTRAL] No, no, so that is.
[AGENT][NEUTRAL] The numer telephone and um oralaya.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yesrocinco cuatrosue unosero.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Iordarifica feimento direction electronico junto consun nombre.
[CUSTOMER][NEUTRAL] My to say those.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah Correla direction.
[CUSTOMER][NEUTRAL] Uh yes they said the [PII].
[AGENT][NEUTRAL] OK, coming up the other one.
[CUSTOMER][NEUTRAL] Yeah I see I see and on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It also say.
[CUSTOMER][NEUTRAL] Mortal part.
[CUSTOMER][NEUTRAL] And condo you receive all those explanation of benefits the uro the admin.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So like a member responsibility.
[CUSTOMER][NEUTRAL] I get it.
[CUSTOMER][NEGATIVE] It tells us er the aos the top and then I'm a corrado I mean.
[CUSTOMER][NEUTRAL] And but I mean
[AGENT][NEUTRAL] OK, so ayola otratamiento perosseguro primario pago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, on the the mandala explanation of Isale and no and you know of staysal gap you know.
[AGENT][NEUTRAL] Mhm. Uh-huh.
[AGENT][NEUTRAL] Mm yes well it depends depending. OK, uh, demon poquitoma informacion.
[AGENT][NEUTRAL] OK, so tepago quefolo quepagote descio.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The rea uh quatro port or sin.
[AGENT][NEUTRAL] OK, Etogenta copago de la vicita of retratamiento.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] That I mean.
[AGENT][NEUTRAL] OK, um, estetratamentoceleir and una icina del doctoroceleso una fa and una fasila bulatoriagojitan.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] In a pealist.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see I see.
[CUSTOMER][NEUTRAL] On coloring Institute.
[CUSTOMER][NEUTRAL] The on
[AGENT][NEUTRAL] Oncology Institute, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm calling you.
[AGENT][NEUTRAL] OK, no that is, uh, for apia applicaga sucopago oruesu de do.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I see now I'm a n.
[AGENT][NEUTRAL] So no ladino replica de quenocua porqueno cua sierra quescutetenian the sarto nolicacion.
[CUSTOMER][NEGATIVE] Yeah, they don't even make so it's a part of.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But a party is a party or
[CUSTOMER][NEUTRAL] It because it's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean credit card.
[AGENT][NEUTRAL] OK, so and neo momentos dandolepodo gananda porquenosabria de que pagalonotaremolo documento, OK, um, porquenom see uh debilamogamosanes is I don't know the coos conesareclamo.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah, er explanation explanation of benefits that I una una is a member responsibility as a quanto members in the repo.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For it's a.
[AGENT][NEUTRAL] And as a member responsibility is applicable the docile pao seguro or no?
[CUSTOMER][NEUTRAL] No, no, but you know so I mean this is zero.
[CUSTOMER][NEUTRAL] You know Leo, you know, in a make I don't make a bill so you I mean it's not that's also.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, so, and it to caso no unicoqueopoda dling fromacion decombiano relamo soviaocomashargoquespaga levajoli. OK, sologuadalla intrusion is the corelamo.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I go.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Yeah, talkingar de la fecha no the I.
[AGENT][NEUTRAL] No, the hemelalagentrues senor Ortegamela de latruepoque noes solamente locuta trata and via dejamelalagentruecompletalebier formularioidia inotros podemos commorevireclamo ok um el a email que uh w ortega esentidos at yahounto comlepoviar from mulario a uh loneesitan lean espanol.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] paying less or.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if hearing English.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, no up momentitanocabio secorre electronico for molario but canesitocateendor for molario Pacaissegamolo paso canesita. OK, move it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I think
[AGENT][POSITIVE] Gracia um Jaya electronicocalamanda.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] But uh they have I wonder.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK, custom.
[CUSTOMER][NEUTRAL] A set up online only enter account here.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I, I.
[AGENT][NEUTRAL] OK, uh reramoes attachment.
[CUSTOMER][NEUTRAL] Yeah, got them PF uh meli claim form, no.
[AGENT][NEUTRAL] OK, list of see le primera lo primeros um informac solagentruiones and lagentrues ava parser quetiene can be un itemized bio con diagnosiscor quelova quili the sup proveol desservio.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ivaneesitarbianolaspricaion benefici seguro primario que soloquire de seguro primario.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, a lot primera.
[AGENT][POSITIVE] And provide all the service to you.
[CUSTOMER][NEUTRAL] And, and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Correct, yes, yes.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, because Jeeso mano.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] of the of that part, you know.
[AGENT][POSITIVE] Correct, yes, yes.
[CUSTOMER][NEUTRAL] Yeah, there is this one the uh maqueto no this.
[AGENT][NEUTRAL] I see yes, but, uh, no la factura de tajada colodigo de dian noo quebaja quiri desveor de servicio e vase lapliasion andfiioseur primario paratraaminocareciosafe.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, see, so he quarter of fetches. OK, uh, yes and be there for, uh, can you get MBO.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lala paljoes formulario Caserial PO box in [PII] er.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] scuenta solamenteiaga click on a link sign in I put the crearsuente is in Mandalo electronic.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, to siloapomeoscuenta es poquito mas rapidopoga automaticamente.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, sorry, huh.
[AGENT][NEUTRAL] Then I gonna go.
[CUSTOMER][POSITIVE] No, sorry, I'm so sorry.
[AGENT][NEUTRAL] Mm nope.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good you.