AccountId: 011433970860
ContactId: 9b95c608-9103-4ffb-a61d-784b86954dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421070 ms
Total Talk Time (AGENT): 245881 ms
Total Talk Time (CUSTOMER): 154451 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/9b95c608-9103-4ffb-a61d-784b86954dbc_20250506T19:38_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Well I wanna start numbers [PII].
[AGENT][NEGATIVE] I saw this come on.
[CUSTOMER][NEUTRAL] I see you when er tengo me or me que the signa in pleador me osa probe de seburo gap the APL um joy story and barraza if we are a doctor yeah um plan parapagar er porque nonpia uh.
[CUSTOMER][NEUTRAL] no it's a pisa cura see but that preunta er este plan is that supposed to add you that or coquecaoplica este plan queo teno.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Siroe.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Eera.
[CUSTOMER][NEUTRAL] Yes, you see, uh, it's a group that.
[AGENT][NEUTRAL] A silo outpatient certificate number when hospitals are numbered.
[CUSTOMER][NEUTRAL] Group number
[CUSTOMER][NEUTRAL] See el quevise in hospital this is errodosesa sinuente cuatro cinco cinco Meliete.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so system of direction.
[AGENT][NEUTRAL] Mr.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See Jure the non telephone retrenta reinvecer [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] electronic associa.
[CUSTOMER][NEUTRAL] Oh, it's a qual uh they said uh
[AGENT][NEUTRAL] company.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ela company. OK, [PII].
[AGENT][NEUTRAL] Which is.
[AGENT][POSITIVE] The service has many correct.
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][POSITIVE] Perfect supplemental.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] principal.
[AGENT][POSITIVE] Is correct.
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][POSITIVE] Perfect so beneficioloquesa verification. It's a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But reserviso the poli cur is milking into zola desalano.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Tecuenta quetina queer hospitalisada almenosdicho or so masqueste beneficiolique she receive attention medicaminolaases considerdo hosta polia como uh unbeneficial outpatient.
[AGENT][NEUTRAL] Elva as to maximal mils is to equal toura and er and ungen care in queer and no facil bulaia examined the diagnostics and bus all on the radi and magneticus.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] servisa beneficioya eltratamiento los prose and a doctor laboris independententes equipomeokiambitamento ambulatio the cancer.
[CUSTOMER][NEGATIVE] He com como see como processo the a paraquecubra quetenga mm while he processo.
[AGENT][NEUTRAL] That this is.
[AGENT][NEUTRAL] uh I'll receiver assistance gap.
[AGENT][NEUTRAL] principals and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I put caso de que just no no quierra as processo ohorea quejo oh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] See in cussupuesto in custel er nolo gra uh bueno and medical la la casilia to note is practicamente el desir tour.
[CUSTOMER][NEUTRAL] sip.
[AGENT][NEUTRAL] Um, and escaporia solamentequea que tener sier document.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sierras a former de parte del del medio or the line on the assista de la di dinososos commodorodos neoitamos likes the beneficios de seguro principals by the ira no sotros er al la parte quenostocari paraeso gas.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK, OK. Oh I meaneque concilo process OK youdo conno de likes the explanation of benefits for that conno del seguro mhm.
[AGENT][NEUTRAL] Correct, I see like the nation benefits no hereranosotros er la parte nostocario sogas.
[CUSTOMER][NEUTRAL] Mhm. OK, so envio is upunque elcaso quesa provado me dan comundre and boo.
[AGENT][NEUTRAL] I see reso loss to say.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In a casoil steel clamolo el pago deos de servicioses and directste.
[CUSTOMER][NEUTRAL] Mm, OK, OK, OK, OK, see, like contest soreonasera solo esouda in inquera que curia para paraello.
[AGENT][POSITIVE] Perfect. I know.
[CUSTOMER][NEUTRAL] See more.
[CUSTOMER][NEUTRAL] No it's soloeso mucha gracia.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Right, well.