AccountId: 011433970860
ContactId: a8e8ea84-45a5-4059-8312-791690808f5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 821729 ms
Total Talk Time (AGENT): 430992 ms
Total Talk Time (CUSTOMER): 240050 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a8e8ea84-45a5-4059-8312-791690808f5f_20250529T17:39_UTC.wav
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[AGENT][NEUTRAL] We're gonna sell this.
[CUSTOMER][NEUTRAL] We were.
[AGENT][NEUTRAL] Minister.
[CUSTOMER][POSITIVE] Uh, you can go, uh, el insurance complimentary.
[CUSTOMER][NEUTRAL] That insurance.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Seeinga prebunta uh just free uh emergency room is make curona part pero tengo partquelola cures a cuenta.
[CUSTOMER][NEUTRAL] Comole para claim con.
[AGENT][NEGATIVE] In the ends of the police are cursing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the posa.
[CUSTOMER][NEUTRAL] So you're you're not you know malopa was all messy in.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] The mess was cursing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Seeing on Ocho. T as in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] Oh this is.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] in the dress.
[AGENT][NEUTRAL] Samuelaar, correct?
[CUSTOMER][NEUTRAL] I see right.
[AGENT][NEUTRAL] Is Aguilar or anguilar?
[CUSTOMER][NEUTRAL] Aguilar A D R A O E L A R L Aguilar.
[AGENT][POSITIVE] Perfect. er so simum telephones.
[CUSTOMER][NEGATIVE] Those those this is in uh like no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] in the [PII].
[AGENT][NEUTRAL] So the tele.
[CUSTOMER][NEUTRAL] A telephone, you know.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] electronic socilia.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Some what?
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] Sauji.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Aroba
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh perfect, which is immigration confirms regular one used to study summit and relamoonaele.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Use via a pagado porestos cervicio Santeriomente or to a via pa pores.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Indian.
[AGENT][NEUTRAL] Moist cao seine er doses podrios and contact lugar on the resistancemedica the serious cutetino seguro conapeleesunga leila partagana cur principal.
[AGENT][NEUTRAL] Sikoro.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] So I did I mean
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] yo que par.
[CUSTOMER][POSITIVE] I'm the epio he likes and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's a part.
[AGENT][NEUTRAL] This principal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cola polia er specific quelos ervicios simple cuandos applica commodosa is a partheque esta polia risen total or partialmente desunnament no lepodo er agus cerclamovacer pagado amenosqueta can rescia molosocomos ravisallosi was poliamola beneficios.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and to say er.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, pueda rosel nomero ernestrosro de telefano ali poliaa er lapisa de polia.
[CUSTOMER][NEUTRAL] Legally
[AGENT][NEUTRAL] Estos cuatrocinco.
[AGENT][NEUTRAL] Satires.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes gonna pay, you know.
[AGENT][POSITIVE] Correct, American public life.
[CUSTOMER][NEUTRAL] I had uh so you know you sir pay up on the pum I am an individual with the IPLA insurance policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It it says if it don't go or.
[AGENT][NEUTRAL] Correct, no Sprimero is a, I'm a name individual with an APL insurance policy, uh, enera.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] no principire correct no no longer I satisfactory rectific or they will form a kill and casa.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's a.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Claro
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Eleva le le penza via naopia virtula re electronico sine embargo la coia quetengo is the momento is lequetienelleor and so ido.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lologa references in embargo astaquenos rectific nosevaaravaarcheta.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No tama noses to baya.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Want to say mora is.
[AGENT][NEUTRAL] In Nay Cabe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In.
[CUSTOMER][NEUTRAL] OK, it's something.
[AGENT][NEUTRAL] Us and aeros in embargo to decute mere nosy and pre el yaretas de ver principiogus person is el ella ella polia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I caoipu Marquesus solamente queen contre is the is the is the different in sopeido.
[CUSTOMER][POSITIVE] Correct.
[AGENT][MIXED] Um, teleo explicarlelo que espolisa que esus sine embargo que auna a problem en el ella pelata sine embargo todo lodemas is the correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pres.
[CUSTOMER][NEUTRAL] and you have.
[AGENT][NEUTRAL] Angular correct presaraopiata queir angular er they will form a boa.
[CUSTOMER][NEUTRAL] virtual gala.
[AGENT][NEUTRAL] Excellent somosses emandale la virtues correo solamente para era el correo electronic [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm right.
[AGENT][POSITIVE] Perfect. Excellent when oh yeah, be a little lajeta ao momento.
[CUSTOMER][NEUTRAL] I something
[AGENT][NEUTRAL] So permits aguilar.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] you that.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Mucha gracias.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pardon.
[AGENT][NEUTRAL] Epi in the palaa jale el mbio de la tala revis proximoegundo auna.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have been correct on soos in embargote can is to either formal and aleti and the casa solamentecheires direction medijo que is.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Core.
[AGENT][POSITIVE] Excellent. Perfect. Moore and or servicelela correction primerta correcta as direction um no sesit preungoma and telepo assist the other way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I said I told you, uh, the uh.
[CUSTOMER][NEUTRAL] So nobody
[AGENT][NEUTRAL] My number is Otto teosis sor.
[CUSTOMER][NEUTRAL] Oh, yeah, OK, you can confirm the amount.
[AGENT][NEUTRAL] Combre la fe mayo el elin.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Laura is also.
[CUSTOMER][NEUTRAL] Correct, OK, my friend.
[AGENT][NEUTRAL] Do a consequentao or a decentro.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that only makes him. OK, go to OK, muchisimgracio.
[AGENT][NEUTRAL] Jarecio el correo de casa senor or some uh hold on something era.
[CUSTOMER][NEUTRAL] Uh, they, they have everybody we got home with you.
[AGENT][NEUTRAL] Silas on on on.
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] He's been.
[AGENT][NEUTRAL] The informa.
[AGENT][NEUTRAL] and principal hero busquenel.
[AGENT][NEUTRAL] And the response.
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] Hey you know the care team.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, OK, yeah OK.
[AGENT][POSITIVE] Excellentarcelaspiapele motoso are tassosome.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Guto
[AGENT][NEUTRAL] and.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I thought