AccountId: 011433970860
ContactId: a404a14c-1f38-47f9-a583-8f69c39da14c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648479 ms
Total Talk Time (AGENT): 241054 ms
Total Talk Time (CUSTOMER): 326927 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a404a14c-1f38-47f9-a583-8f69c39da14c_20250320T15:26_UTC.wav
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[AGENT][NEUTRAL] That's just being about American Public Life. My number is [PII]. Come on then.
[CUSTOMER][NEUTRAL] See one of Dia [PII] que precerca claims for condida er procho in clay.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] See that number the policy sir.
[CUSTOMER][NEUTRAL] And numeral depolia is zero siete rouattro incite.
[AGENT][NEUTRAL] He's enumerate the left on power.
[CUSTOMER][NEUTRAL] Seto [PII] do una er your face.
[AGENT][NEUTRAL] My nacio.
[CUSTOMER][NEUTRAL] Ariso.
[AGENT][NEUTRAL] Is it exonic or electronic?
[CUSTOMER][NEUTRAL] OK, uh, direction the casa say the southwest ento [PII].
[CUSTOMER][NEUTRAL] [PII] the electronico Sgtan a [PII].
[AGENT][POSITIVE] Gracias dijoquetarem.
[CUSTOMER][NEUTRAL] See, uh, I remeta ondos a primerolo maqueloquetencomassencio, um, Jofia aunaita 10 tendido can be poli a cure por parare and bolso the cuatro visas, uh, al medico primario polo pas.
[CUSTOMER][NEUTRAL] And to um Joe is a mire clamoelovagoformato probeilo procedure code diagnosis code it reo representante porque porquea yeah lamelo claimslami provider queer logos.
[CUSTOMER][NEUTRAL] informato queso inventano OK and to say yeah solomande mi majino quera melobana.
[CUSTOMER][NEGATIVE] A sad.
[CUSTOMER][NEUTRAL] The bisita parado Herman Gonzalez del Dia been to save the decimbe.
[AGENT][NEUTRAL] OK, the the momento devioreclamo.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Public
[AGENT][NEGATIVE] OK, see, esquenos can be a team Aa para parapodera la reclamacion tamos unatura de ta de parte de del provedor papo de pagariore clamos socio biolomando for fact so commando la reclamacion.
[CUSTOMER][NEUTRAL] For email, for email.
[AGENT][NEUTRAL] Prima. OK, so to a noloquenolamoredolopoel system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. Pentoanal medico paraeso que decupada porqueiria and ya er do prosemiento and no viambre in December endoscopia e colonoscopia eo revisano mi mi.
[CUSTOMER][NEUTRAL] This pat the anesthesia but that and to pareme premerapacios out of pocket me OK perodijekosa roseoesthesia segurolao.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is la colonoscopia it will be for anesthesia and joy and mire clamore Creo the part stavi 10 porque es morose the APL no no no.
[CUSTOMER][NEUTRAL] Elsemiento le correspondosorla colo Orlandoopia quereciento estido condos del dia on.
[CUSTOMER][NEUTRAL] Denoviembre
[CUSTOMER][NEGATIVE] Intosigianoseque lo queer pagari loqueno de pagar.
[CUSTOMER][NEUTRAL] Una boy.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] that they hirevirelamos for.
[AGENT][NEUTRAL] 6:32.
[AGENT][NEUTRAL] OK, so nosotros samos and loquenos manda condo nos mandala co loquepaseguro primario is so like in the beneficios I on the novadi de algoo um.
[AGENT][NEUTRAL] But um
[AGENT][NEUTRAL] El la biopsi Paviaa responsalia suya de recientosesostidos reso o espagotamina via natasia on the pareseque um surresponsala and sciento cuarentaogenaos sole pagamos los sciento entietaocho porque la polile cubrasaquiniento dolaresca noventadias um por condition.
[AGENT][NEUTRAL] So reso recilos quientolare part no sotrosesa lepagar is the la la biopsiai parte de de la anastasia.
[CUSTOMER][NEUTRAL] Pero and poo for in porqueos have it on memolestalugale unlaia colonosc no ao miso prime cent miser la la ducento dollar and to.
[AGENT][NEGATIVE] See there be another loss more.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's like I mean aote explanation of benefits is it's so loque the CIE and to and to say amime pagaromo eso in in no solo paga barely in or.
[AGENT][NEGATIVE] Simoesola reclamacion in no eosporesoimos el pagostefola queso suocomos.
[CUSTOMER][NEUTRAL] Mm, but I said we're OK you.
[AGENT][NEGATIVE] It is not natural.
[CUSTOMER][NEUTRAL] See medijoo medijo mosques to sin la.
[CUSTOMER][NEGATIVE] Er la senordijo to relamo was halal pagounche polan esthesia porquebeo que que a provedor roma commoque me chooque out of network a more paga.
[AGENT][NEUTRAL] Um, applying, no, I cannot find that even the case at a network, no.
[CUSTOMER][NEUTRAL] Don't know, say.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, perole pueontaraus a United Healthcare COs estanfuera del network, um, porquesi no aqui aquinoveonadno quesada network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] La la mayorlavei illanatasia is at a network el medio elopilo la clinica esta in network devendeceruna exception russia osloquiosi viendosqueloques apricoo de do sciento cuarentaoso chenta.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] A verisbeque aquise out of network so alajoba querera black on United Healthcareversi ayosue processarea reclamopo de uevo ya versillopopagar um mass ya versi desmosalla mejortoviare peron nosesi you know esus beneficios con united so nosecommoviana a process are surre clamo perueaconos.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Porcaquisanosie mildo la respolaastasia.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yes, the um
[CUSTOMER][NEUTRAL] momento yes I mean paraunseoque.
[AGENT][NEUTRAL] It's this on noembre.
[CUSTOMER][NEUTRAL] It's a la endoscopia senore.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Narase can build the the porque me united viamosa up in pot build my lanes.
[AGENT][NEUTRAL] I have like on United Healthcare um para que porquesillo process on commo Arab network Yaquiteviendo que la responsia soya on the milquenostavien porque mote osse commo travaja united yo united la mayoria lave the sabla conosis mido in network it ella clinica and cones porque me and process and este commo are a network averilla enuna exception.
[CUSTOMER][POSITIVE] OK. Perfect.
[AGENT][NEUTRAL] See as elope re revisardenuevo yala mejore esposive que novaya de de losientoentedogena peron nose no lepotiarnada commodigoosecono travajavaseguroque is a er las exceptiones casos perteniao neos paralesesa exception.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh we know which is in my grass grade you to informaler.
[AGENT][NEUTRAL] The lad.
[CUSTOMER][NEUTRAL] Bueno buapio documentcuo cacame paraelreclamo is the dia ibueno ibuaos para que medic solos yeah muchisimo.
[AGENT][NEUTRAL] See, see that another out of a month.
[CUSTOMER][POSITIVE] Solamentea gracias bueno gracias bu bye.
[AGENT][NEUTRAL] OK, well yeah just being my American public life bye.