AccountId: 011433970860
ContactId: a053bcbf-72f7-4726-826e-21aeb821151f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1659310 ms
Total Talk Time (AGENT): 460506 ms
Total Talk Time (CUSTOMER): 339120 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a053bcbf-72f7-4726-826e-21aeb821151f_20250603T18:31_UTC.wav
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[AGENT][NEUTRAL] But grapes.
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. Uh, my number is [PII]. It tengo una preuntao el lao pasado, er, is on claim Irement nosequepaso poro teno not and says que informacion.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, [PII] and numero telephonic numero polis.
[CUSTOMER][NEUTRAL] El polia nolo tengo. I mean the telefono Iel [PII].
[AGENT][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I was up for you is Ocampo.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, it's the payment number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Creon.
[CUSTOMER][NEUTRAL] Quarentesieteinueve uh Byron circo erin Texasasettente cinco cer cuarenta.
[AGENT][NEUTRAL] I meafana immiento e electronic.
[CUSTOMER][NEUTRAL] [PII] immio [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, perfect. There we have yes this one Nissan.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] When this can be glamo.
[CUSTOMER][NEUTRAL] But if you ever see the commode costo norecueratin muchoque mao.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, um, mandetoloscumento joroquefunagosto.
[AGENT][NEUTRAL] OK, Acao when ultimate moquebevaca can process amoso beiroe umue para majoo de benticuatromo sciento uh para la facilidad.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah so.
[CUSTOMER][POSITIVE] The facilidaifica.
[CUSTOMER][NEUTRAL] Significcaelomandaro nami or solomandalospita.
[AGENT][NEUTRAL] Look at that.
[AGENT][NEUTRAL] No, uh, pore pago de los celebia hosts.
[AGENT][NEUTRAL] So I paraloquenopagamos for anesthesia the heme porque de hemebuscaling pharmacion deerre clamoloque paso OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 10 that's a pretty good.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that I know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, the policy provider to complete this.
[AGENT][NEUTRAL] OK, so neesitamos una factura detajadaloco they go noo paraloquelasirua Soneita factura sirujano.
[CUSTOMER][NEUTRAL] OK, um, mepodria and semana solicit is a seat.
[CUSTOMER][NEUTRAL] Jola tengo quirair ote de la pier on a lospiolapilo ocomo procees.
[AGENT][NEGATIVE] No, no, so no semolo reclarevimoreclamo andantemalo pita or nolopital perolaicinairjano or leo la sesitalla loquesla factura deta de siujano.
[CUSTOMER][NEUTRAL] OK, meporia and that is the esoor correolo que esita the port email paraquilopistamentesi.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ja
[AGENT][NEUTRAL] OK, jelopo de la de lalias the beneficio calebiamo conformacquetamo ilaponalata. OK, um.
[CUSTOMER][NEGATIVE] In a poria super raja er it's no potodo pero eddigamosque le podria raarcommo lo lo queteno queir or uponer el correo eso loque medijo que quepia.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, OK, how may I look at what I said, uh, I seen it per me this oral and electronico.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Maybe the moment I was the email I'm with the momentos OK got it.
[CUSTOMER][NEUTRAL] C.
[CUSTOMER][NEUTRAL] See that.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Gracia [PII] um trata de que que casino mejolo quera copy and paste the passantinformacion um pero la pus un punto comajonos loqueoviqueramajimportante uh and email so noesi verillo residio.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, but it.
[CUSTOMER][NEUTRAL] What is the direction que quebusco in the gardus.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Carotene.
[CUSTOMER][NEUTRAL] Care team. OK, simmeego out OK, you like grade esta pedal hospital veral doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I said Rohano.
[CUSTOMER][NEUTRAL] Mhm. Aa queloque er cure la polia cure ellos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh los Hoarios del Doctor.
[AGENT][NEUTRAL] OK, let me er er la poliacurepo Sirujia anesthesia la facilidad.
[AGENT][NEUTRAL] Um, you said lokitalogamos, um.
[AGENT][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] Say uh otra mesa.
[AGENT][NEUTRAL] Formias from portacion.
[CUSTOMER][NEUTRAL] Yes that's all.
[AGENT][NEUTRAL] That for that yeah.
[CUSTOMER][NEUTRAL] Uh transportation.
[AGENT][NEUTRAL] She said to go man has sincuentamias on mas para lugar scure sno sincuenta no cure.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, that says, um, tirujiaeresolo lagua pedal doctor. OK, I loquesten diendo our anesthesia comolopio or quilopio.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, Parese quede anesthesia jalo resi vimosloesitamo es la parte de sirujano parapaga anesthesia so solamentesitamulla parteirujano papo de palaesthesia, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ila transportation com comulla pogo.
[AGENT][NEUTRAL] Laporttabasepaiimola direction and they say la irujia is sincuentamiahumma deu casa escomoula.
[CUSTOMER][NEUTRAL] OK, in terms of
[CUSTOMER][NEUTRAL] Aurita loque necesito loquete necesita nonicamente eserlo de la roverda del doctor.
[AGENT][NEUTRAL] No, that I said here.
[CUSTOMER][NEUTRAL] It's a look in and audit.
[AGENT][NEUTRAL] Ilaiarapatolo here you know moque punto cial and then electronic lemia.
[CUSTOMER][NEUTRAL] It's a sila mande prola Amanda.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] Lapatolo is quantum me detect numberadexam on that is a queer.
[AGENT][NEUTRAL] Um, napatola una patolo que la primeracula patolo la so carapatolo contenpatolo here so you're like lavacon here so esa indebiaquela primera de la mosque de la ok.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, it's a just alopio Iruja selomando una preunta.
[AGENT][NEUTRAL] I see Luhano I see mhm.
[CUSTOMER][NEUTRAL] Quantouanto loque peroque then.
[AGENT][NEUTRAL] Uh, but no, no, no podemo pagotelefonopolo beneficiocommotala la la polia noun guarantals OK, um, the hequeloquere moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK, that's done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Surgical benefits. OK, so maximum the boroeracion somciento.
[AGENT][NEUTRAL] As the Center.
[CUSTOMER][NEUTRAL] be
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, yes, of paqueuelopita. OK, la Estasia Bisincuercio de la Cantidapadada polaro here.
[AGENT][NEUTRAL] Cerberino de la Candaullova esthesia um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Is Augusta transportation, um, something one out for me as a round trip.
[AGENT][NEUTRAL] They they went.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm yeah I mean.
[CUSTOMER][NEUTRAL] Alright, on the lo loque mestao el el hospital.
[CUSTOMER][NEUTRAL] So as it is me.
[CUSTOMER][NEUTRAL] Um, it's a seguro no cure cure astanadamas mil cientos.
[AGENT][NEUTRAL] Polairo here yes, it's it's a locure prociro here.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Permitaita.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thank you, uh huh and says.
[CUSTOMER][NEGATIVE] No, no, no, you don't, um, comeprico.
[CUSTOMER][NEUTRAL] san poquito dea porque.
[CUSTOMER][NEUTRAL] Lady meta mam.
[CUSTOMER][NEUTRAL] Don says see me qui not maximum scientos.
[CUSTOMER][NEUTRAL] At laito.
[AGENT][NEUTRAL] polio beneficio estan tao and no no beneficio de la polia a maximo beneficioacion deciendo you know beneficieljia funa iroa mlaia resale mimoses um tienne was beneficial.
[CUSTOMER][NEGATIVE] No, don't make it.
[AGENT][NEUTRAL] Sequerotodia sequero.
[CUSTOMER][NEUTRAL] No, from
[CUSTOMER][NEUTRAL] Mequena maundia me peron no mequededos yes I think I'm a meaton.
[CUSTOMER][NEUTRAL] Yeah, me queredos Diassas on the Algui.
[AGENT][NEUTRAL] Mm when anticuatro or um seria buenobi and toes esteloquesel discharge summary paracio demo parale de so esteloque confinement polodiaquesequedo um queso no nosepago porquepaque rascudo pero solope manda in how to call them versa.
[CUSTOMER][NEUTRAL] Yeah, porque lossitant to amassinoque.
[AGENT][NEUTRAL] Yes, so have patient hospital is a bulatorio.
[CUSTOMER][NEUTRAL] Yeah, you make it in the hospital.
[CUSTOMER][NEUTRAL] Don says buareo a hospital el discharge summary.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Itaminloman over there.
[AGENT][NEUTRAL] See seearia perfecto casino if we outpatient or see for inpatient.
[CUSTOMER][NEUTRAL] OK, yeah, on the elomando.
[AGENT][NEUTRAL] OK, the MBI um
[AGENT][NEUTRAL] And one moment.
[AGENT][NEUTRAL] OK, Siloambier regular seria IPO box.
[CUSTOMER][NEUTRAL] No, no, no, ellomandoorlopodo canary mandarello poimme.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, no resimore clamoor mm mm icomola cuenta yastala no no poda sela cuentans the seria por correorelarofas.
[CUSTOMER][NEUTRAL] OK, that is the.
[CUSTOMER][NEUTRAL] Ok, me polodoora what.
[AGENT][NEUTRAL] Let us see, uh-huh Claro, OK, uh the direction [PII].
[AGENT][NEUTRAL] And the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] era.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh wait, [PII] logo.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is la ciudade [PII] is the esta.
[CUSTOMER][NEUTRAL] Pores [PII], OK.
[CUSTOMER][NEUTRAL] Oh, OK, [PII]. Mhm.
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] you know cuatro [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Wagen they everything went OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] is the perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In fact it's unochos this year.
[CUSTOMER][NEUTRAL] Unochoieteiete.
[AGENT][NEUTRAL] They say single?
[CUSTOMER][NEUTRAL] I I was put forward now to check.
[AGENT][NEUTRAL] Did I say Cinco?
[CUSTOMER][NEUTRAL] Did I say Cinco?
[AGENT][NEUTRAL] No rodores.
[CUSTOMER][NEUTRAL] Neve cuatro dostresselopio uno ochoieteiete tresse cinco nueve cuatro dostres.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Econten Ain.
[AGENT][NEUTRAL] A claims department.
[CUSTOMER][NEUTRAL] I can't
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Apartment, OK.
[CUSTOMER][NEUTRAL] OK, present juntaos papeles is a losaoeallo mas proto posiisenorita.
[AGENT][POSITIVE] [PII] no problemmacomas in a campus.
[CUSTOMER][NEUTRAL] No, per moment to studying conquiteusto conquinalo.
[AGENT][NEUTRAL] [PII] so.
[CUSTOMER][NEUTRAL] So, OK, muchisimas [PII] so gradesco much attention.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Gracias [PII] bye bye.
[AGENT][NEUTRAL] No