AccountId: 011433970860
ContactId: 9bc87b1c-109e-4a66-82fe-cb4aa8e6acd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1057119 ms
Total Talk Time (AGENT): 136419 ms
Total Talk Time (CUSTOMER): 213100 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9bc87b1c-109e-4a66-82fe-cb4aa8e6acd2_20250217T22:23_UTC.wav
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[AGENT][NEUTRAL] Natal.
[CUSTOMER][NEUTRAL] Let's see when I start nombre yeah really er
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Uh yes the contracepto umuelaarjeta gap.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] really.
[CUSTOMER][NEUTRAL] Its redolata in necesitola necessita.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So yeah, can I, can I order, mhm.
[AGENT][NEUTRAL] OK. The a numer policy or not in a numerator policy?
[CUSTOMER][NEUTRAL] Uh numerro de poliza commodeajeta or numerro depolia the the the [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] No, they are barely.
[CUSTOMER][NEGATIVE] No, you're not no.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. What is the email address of you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is OK, it may help. Ho address number.
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] The [PII] ah.
[CUSTOMER][NEUTRAL] Here I the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I [PII]
[CUSTOMER][NEUTRAL] It's here, yeah, really.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I do you.
[CUSTOMER][NEUTRAL] So [PII], see.
[CUSTOMER][NEGATIVE] No, no, no such thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well let's see the direction.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, in verification as immiento [PII] electronico unumerate telefano.
[CUSTOMER][NEUTRAL] Uh-huh, so siminoeroue ventinueve uno nuevesiere.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Correvo electronico Yarrili it was me nombreyillibe unaola ese entrelodo yarillibe arova hotmail punto con.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, your number.
[CUSTOMER][NEUTRAL] Ciete chose cinco rose errosie cinco.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEGATIVE] OK, quere teleia este la jeta porco porcore electronico porcoreorela.
[CUSTOMER][NEUTRAL] Eyroca for correvo electronico er poquelanecito er ante del hue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, in the momentitoellemandocor electronico.
[CUSTOMER][NEUTRAL] 3
[AGENT][POSITIVE] You're right.
[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][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Gracia peraltalo and PDFino no.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And Ballojalolorequeraveillo rescio.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So they have to get there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Come on, come on, come on, my grandpa.
[AGENT][NEUTRAL] Um, alpacaesimi nombres or melehem or care team.
[AGENT][NEUTRAL] Um, they say ID card and, um, local MBN.
[CUSTOMER][NEUTRAL] Abasa correo.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, really so perotrainue no queremos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII] says O [PII].
[CUSTOMER][NEUTRAL] It it's [PII] I got reo [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no no yeah really so uh robot.
[CUSTOMER][NEUTRAL] Yeah really so uh [PII].
[AGENT][NEUTRAL] OK, how many to. OK.
[CUSTOMER][NEUTRAL] The cuerda entre nombre la peo una sola ese.
[AGENT][NEUTRAL] See that's all I said mhm she correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, look yeah.
[CUSTOMER][NEGATIVE] It's a metando fatua todo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And quit and cuenttala.
[CUSTOMER][NEUTRAL] Carreta is signing up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ja [PII] May.
[CUSTOMER][NEUTRAL] The thing. See?
[AGENT][NEUTRAL] Uh-huh. See.
[CUSTOMER][NEUTRAL] See, I, I can. Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah to say er it you say yeah, I I am.
[CUSTOMER][NEUTRAL] Uh, the prior ID uh it's a no.
[CUSTOMER][NEUTRAL] Juanera.
[AGENT][NEUTRAL] No, numerrocare is a policy cert.
[CUSTOMER][NEUTRAL] Uh, policy sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, Sato.
[AGENT][NEUTRAL] OK, it's a mien carlajetarelegarere. OK, it's a yega mahome de sincuteria, OK.
[CUSTOMER][NEUTRAL] I prefer to
[CUSTOMER][POSITIVE] Mm let's see muchima gracia.
[AGENT][NEUTRAL] Then masa.
[CUSTOMER][NEUTRAL] No, totally.
[AGENT][NEUTRAL] Then they get there.
[CUSTOMER][NEUTRAL] Gracia.
[AGENT][NEGATIVE] Yeah, yeah, absolutely not.
[CUSTOMER][NEUTRAL] Can.