AccountId: 011433970860
ContactId: 9e3e896b-7480-4cb2-98fe-f23faf942c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615270 ms
Total Talk Time (AGENT): 199361 ms
Total Talk Time (CUSTOMER): 263595 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9e3e896b-7480-4cb2-98fe-f23faf942c15_20250611T14:09_UTC.wav
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[CUSTOMER][NEUTRAL] What is for me answering the question.
[AGENT][NEUTRAL] Well one of the years.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Ala [PII].
[AGENT][NEUTRAL] One of the commons the other way.
[CUSTOMER][NEUTRAL] He was he was the stole just so clouded derecuohuma de la Copania um.
[CUSTOMER][NEUTRAL] It says er esta mono desulefono it says [PII] eel.
[CUSTOMER][NEUTRAL] Tello.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, [PII] was noa saying uh claims or telefoo perocomo ellenoadunumero neon pocojo de de su.
[CUSTOMER][NEUTRAL] Numero el el el cuenta er online.
[CUSTOMER][NEUTRAL] Parapoderacelo claims.
[AGENT][NEUTRAL] OK, may I repeat the number of the group.
[CUSTOMER][NEUTRAL] Does Zero Uno cuatro n.
[AGENT][NEUTRAL] Umbrella company is.
[CUSTOMER][NEUTRAL] Color Republic.
[AGENT][NEUTRAL] OK, what address yes.
[AGENT][NEUTRAL] He ran.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Be serious.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we're gonna bank on trusting LBJS. OK, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Laic DNA active when esta momentoele is the short term disability.
[AGENT][NEUTRAL] Not in a.
[CUSTOMER][NEUTRAL] Peroki a me a key Joto a key inel profile del yadi che do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hospital
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] EOS delomino.
[CUSTOMER][NEUTRAL] Ele paga vites do con uno and Davos port pagopo de ducion de decada pagoose a guarenta is cinco dolaremensal.
[AGENT][NEUTRAL] o senor sapolis.
[CUSTOMER][NEUTRAL] So daily uh.
[AGENT][NEUTRAL] No herotene, um.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] No, there's a senor Louisville sole senoraser there.
[AGENT][NEUTRAL] Senior.
[CUSTOMER][NEUTRAL] Doing
[CUSTOMER][NEUTRAL] Dose res mil sin.
[AGENT][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] That it is also.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mute cussino.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] What, what did it today.
[AGENT][NEUTRAL] Uh, see la unica polia activa queten and system parano and el group chemo and so consusse social.
[AGENT][NEUTRAL] Is the polia the disabilcao queen villas so no pueda travaja capacidaeridad.
[AGENT][NEUTRAL] Um, it's a uh castosreerencia uh oubri una part.
[AGENT][NEUTRAL] The income.
[AGENT][NEUTRAL] Pero police.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][MIXED] not beneficials but uh servicios recivio and.
[AGENT][NEUTRAL] receive a uh.
[CUSTOMER][NEUTRAL] 0 and uh
[CUSTOMER][NEUTRAL] Peron la perjunta.
[CUSTOMER][NEUTRAL] It's a looseiomachedos hospital indemnity loquemohaki questados con uh via uno and por pago is ways.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEGATIVE] Senior not to go with a group of sabando la unicapolisa activva que pare is la the disabil.
[CUSTOMER][NEUTRAL] [PII] did the same.
[CUSTOMER][NEUTRAL] Pero mire, OK.
[CUSTOMER][NEUTRAL] One to supposed to apagaporio.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Borapolia the deer el total the the premium questapascor convente.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Quarantine convened.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What is another convicted for for popago or is on DVD.
[AGENT][NEUTRAL] premium escor consenora.
[CUSTOMER][NEUTRAL] See, ma'am it says forgo.
[AGENT][NEUTRAL] It's qua a cone is so depended.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] That is is so is so salola delogenado a male.
[AGENT][NEUTRAL] OK, was information I mention it.
[CUSTOMER][NEUTRAL] Joselo helo que cuentavis.
[AGENT][NEUTRAL] But cao cuerdo on contact to conel departamento the billing Oconel brokerquepanestaber porque ladirepananto and el pado del premium commo and el tipo devi.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Yes OK no I just think in general teleloque.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] You can't take.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] I intendo.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Easeldocinco ocho uno ocho chosero.
[CUSTOMER][NEUTRAL] Doyinco Ocho uno ochoocho zero.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doing it is supposed to a pagar quain do conque.
[AGENT][NEUTRAL] Class and a system queel premium quesa lia or one quesaa qua convente.
[CUSTOMER][NEUTRAL] I lapolia LSD.
[CUSTOMER][NEUTRAL] Disability, but that
[AGENT][POSITIVE] On a disability, correct.
[CUSTOMER][NEUTRAL] Disability is a short term disability?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] A disability culture.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] STD OK?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][POSITIVE] OK, Mucha gracia.
[AGENT][NEUTRAL] The one that's.
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK