AccountId: 011433970860
ContactId: 991a95f4-9272-4e24-9dbd-4fa9b7307bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147699 ms
Total Talk Time (AGENT): 33707 ms
Total Talk Time (CUSTOMER): 46960 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/991a95f4-9272-4e24-9dbd-4fa9b7307bfe_20250228T17:01_UTC.wav
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[AGENT][NEUTRAL] I'm at American Public Life, and I'm just Monica.
[CUSTOMER][NEUTRAL] Uh, buenos Monicatenona preunta uh queres me, uh, a za tatatiba cuantosrelote moa.
[CUSTOMER][NEUTRAL] porque paso.
[AGENT][NEUTRAL] OK, you know.
[CUSTOMER][NEUTRAL] Oh, so it's cannola thing to no de seguro.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, it says on.
[CUSTOMER][NEUTRAL] The Cinco.
[CUSTOMER][NEUTRAL] Novente says Ogendos.
[AGENT][NEUTRAL] He's a non
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] El
[AGENT][NEGATIVE] So no no.
[CUSTOMER][NEUTRAL] Oh, no telephone eskinos escucha movie uh esellaria res yes.
[CUSTOMER][NEUTRAL] Quattro quince and they say quince.
[AGENT][NEUTRAL] The medical.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] So start from each other than me so.
[AGENT][NEUTRAL] Um, but no no no no notification.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Is the ships in a car loan poli vain.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Super.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Take it. Right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol pres.
[CUSTOMER][NEUTRAL] Suya pue er gravada para control the cali.
[CUSTOMER][NEUTRAL] That this