AccountId: 011433970860
ContactId: 966103c5-6f48-428c-9fc3-07517bb278a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 796419 ms
Total Talk Time (AGENT): 218450 ms
Total Talk Time (CUSTOMER): 277149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/966103c5-6f48-428c-9fc3-07517bb278a2_20250520T18:19_UTC.wav
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[AGENT][NEUTRAL] We want.
[CUSTOMER][NEUTRAL] Hi, is this [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have a lady speaking Spanish. She wants me to transfer. I can't even understand her name, but I'm gonna give it to you, OK.
[AGENT][NEUTRAL] All right. Do you have the policy by any chance, [PII]?
[CUSTOMER][NEGATIVE] No, she didn't give me none of that, and I didn't understand her name. She's all speaking Spanish, so I'm not understanding any of it.
[CUSTOMER][NEUTRAL] But I'm gonna give it to you, OK?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, you can send that over.
[CUSTOMER][POSITIVE] All right, thanks, I do.
[AGENT][POSITIVE] No problem. Have a good one.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] We're gonna.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Ah [PII] decom Maritza casaha you that.
[CUSTOMER][NEUTRAL] Oilia got conte.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, probably the care max.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Ejo er you have that theme that runna cartacio care continuar con el cobra.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pero pelosa car and Maria pero contrea.
[CUSTOMER][NEUTRAL] With you that.
[AGENT][NEUTRAL] Basino may I put you there.
[CUSTOMER][NEUTRAL] OK yama cobra in a in a yako preuntamiomino una cuenta comin norecomato.
[CUSTOMER][NEUTRAL] In contetaqueria you me you that.
[CUSTOMER][NEUTRAL] That's a little.
[AGENT][NEUTRAL] OK, um, no depolia no politepeele.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Abe Amirarodo.
[CUSTOMER][NEUTRAL] Cincochocincosiete trentaeeliete er quesotroquepa.
[AGENT][NEUTRAL] Put me on.
[AGENT][NEUTRAL] OK, so naso telephone.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Disembre be the minocientosa is mire quatro [PII] nor oveniapartamento [PII] florida trestre unosteochoe er delefonos tresero cinco resero trese say rocho tengu numeral poli a mira errodo cincochocincote trea ingla uh-huh.
[AGENT][NEUTRAL] Mucha gracias for confirmation for rescia car part apple.
[AGENT][NEUTRAL] The continulaturasier ave a cobra correct.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Seeperea cartala relaboya apoena carpetasaquetengoendiente paraella illa carpeta ravio el busca at lencontreel Domingo i cando otracosa resa carpeta.
[AGENT][NEGATIVE] OK, you say herere continula covertura gonna payele.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] In the end is a castle loss in your caso is informacion de la de la Carta.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, pero estamo is a yohanaando la oja onale que elexionoepongolosato.
[AGENT][NEUTRAL] uh
[AGENT][NEUTRAL] One of the SEC so us, huh.
[CUSTOMER][NEUTRAL] What is he see poque in the lipocosa primero I yeah yeah the way I see.
[CUSTOMER][NEUTRAL] sees this a summary rea.
[CUSTOMER][NEGATIVE] It's casino.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Faiete pa apar dela pajinaochoecuando ololo beneficio que yo cabareda da.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I faina Ocho in er on the sale crivi la cosa.
[AGENT][NEUTRAL] In the end.
[CUSTOMER][NEUTRAL] No, secute lando.
[AGENT][POSITIVE] respect.
[CUSTOMER][POSITIVE] Good ask you. Good ask you.
[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] TPO.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Senior classes.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] a pea senor causing contact to conservation and respecto de learta guoso.
[CUSTOMER][NEUTRAL] You know what this year.
[AGENT][NEUTRAL] A mformo scienter group numeral polio polia is a group of stivo sine argoer.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Uh una renova.
[AGENT][NEUTRAL] Ingao here and set upon and contact constravajo paraque pue assisto lender major informaccomustepodria er oper.
[CUSTOMER][NEUTRAL] Juano to make mi compania a compare.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I say I'm gonna.
[AGENT][NEUTRAL] Udo parte de la compa like travajadolaenia is a is a police romente con carac.
[CUSTOMER][NEUTRAL] Noquepaque mira que maxyta max quera conquetenia seguro pero care maxes carrota icon promerica.
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pero but in me declare America no no DNA gap.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Simole uh er informant que el group quesababajo care max jano janusta active one toses aunusagena informacion de la Carta de de cobra no poo tener covertura de vido akeja is a group of janument.
[CUSTOMER][NEUTRAL] He mandaota Carta.
[AGENT][POSITIVE] This is an excellent.
[CUSTOMER][NEUTRAL] meta manna carta meo leon cuando mimandami cartao selected beneficio and I beneficio iita carteitaays a casquero selection beneficio que eo.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And tiendo senora the the forament no no iminodo la curta and bios it recorded the queertas polia so I the police and beneficio el er una polia uni cuando yao opera la cortura uniano tenga er una police active as a momentos in embargoeral and the momentoel grouppo questavajo care maxianoest activo.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Nadiauna de la polio tactive as the momentum to this um.
[CUSTOMER][NEUTRAL] You you get that name but nova.
[AGENT][NEUTRAL] It's an obajoinque bajo lava lastemenare as you see sandoer impabajoque maxolanova compa aioueno frelema informaciona respect to italve within uh inclua el lava.
[CUSTOMER][NEUTRAL] Mira cuanto.
[CUSTOMER][NEUTRAL] It cuanto meadia mislologaropomi cuenta.
[AGENT][NEUTRAL] The individual.
[AGENT][NEUTRAL] solamente.
[CUSTOMER][NEUTRAL] Uh, OK, OK.
[CUSTOMER][POSITIVE] OK, OK, in the end. OK, bueno gracia.
[AGENT][NEUTRAL] Al.
[CUSTOMER][NEUTRAL] No, no, manna that much. Ah, yeah, one moment, no, no, at least you no no grain.
[AGENT][NEUTRAL] So they're gonna send to the address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] You want