AccountId: 011433970860
ContactId: a1c47df8-e5da-40d7-ae72-98a4949fbb25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318140 ms
Total Talk Time (AGENT): 116273 ms
Total Talk Time (CUSTOMER): 156091 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a1c47df8-e5da-40d7-ae72-98a4949fbb25_20250613T19:14_UTC.wav
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[AGENT][NEUTRAL] When I tell [PII] conquientus.
[CUSTOMER][NEUTRAL] Yeah, when I start listening is that you say [PII].
[AGENT][POSITIVE] You come with a pleasure and I can see.
[CUSTOMER][NEUTRAL] Mira I tell you that online pero er just the name username and password systemonta on email and say your paratrame led miso li la fela peo information no no existing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so about you.
[CUSTOMER][NEUTRAL] It's on the road.
[AGENT][NEUTRAL] OK, can I the number of the policy.
[CUSTOMER][NEUTRAL] And the middle of the police.
[CUSTOMER][NEUTRAL] And on the vis a group or on the this a benefit number?
[AGENT][NEUTRAL] The benefit number.
[CUSTOMER][NEUTRAL] Uh-huh, errodos in cuenta yeschomentidos.
[AGENT][NEUTRAL] It is a matter if he assento direction equal electronic.
[CUSTOMER][NEUTRAL] Er, mayo Mino sent mieneseosa is [PII] [PII] unto.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] But no eskeel [PII] [PII] per I I come on no [PII] means not that no no no [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so it's on the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm getting
[CUSTOMER][NEUTRAL] Now we just say in me.
[CUSTOMER][NEUTRAL] I mm Malorewela.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, it's a complete I can send all it and not the email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Those are yeah verification relada deli in commaa his travel.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes, yes.
[CUSTOMER][NEUTRAL] Yeah, senoritamicuenta sislepaalgu memorial Hospital.
[AGENT][NEUTRAL] OK, reciente or OK fecha?
[CUSTOMER][NEUTRAL] More de mijo.
[AGENT][NEUTRAL] OK, come.
[CUSTOMER][NEUTRAL] Alan Castello.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] BCMrese Memorial division general surgery.
[AGENT][NEUTRAL] gas.
[AGENT][NEUTRAL] And instead of here.
[CUSTOMER][NEUTRAL] Too Iglesia.
[AGENT][NEUTRAL] OK, uh, um, loquelestancoranola facilida.
[CUSTOMER][NEUTRAL] When er the the lopilopita.
[AGENT][NEUTRAL] Memorial Hospital, Miramar.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Premium.
[AGENT][NEUTRAL] OK, Cie memorial Teremoharere, uh, you know, so the process alamo mandamo milkingento in direlamo the quando.
[CUSTOMER][NEUTRAL] No, but like here for safe.
[AGENT][NEUTRAL] And parad says.
[CUSTOMER][NEUTRAL] Yesterday.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Oh yeah, went to the pita.
[AGENT][NEUTRAL] See mola la la la.
[CUSTOMER][NEUTRAL] It this is miltos in the cuola de mios I'll go dere dress.
[AGENT][POSITIVE] This bedre correct.
[CUSTOMER][NEUTRAL] Once this yeah ok I
[CUSTOMER][NEUTRAL] And then memorial one of and the milking a memorial with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, I mean put onto quiao buenotodos models er yamo el el jetaosote les cobra no tees or or tenrio queso meter.
[AGENT][NEUTRAL] See,
[AGENT][NEUTRAL] No, I just put the mbiramono so not the name of peliparbirelamos, so you put the biano had a clamo processalo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tavian, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] mucha gracia in the registrando aca.
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] They now and the budget ain't gonna go mess. I wanna tap.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][POSITIVE] No, no, but I ama which is in my gracia [PII] yeah.
[AGENT][NEUTRAL] Then I for one minute.
[CUSTOMER][NEUTRAL] OK, I tell, I tell.