AccountId: 011433970860
ContactId: a8eef5ae-9fbb-47be-b20b-968f40875b9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651239 ms
Total Talk Time (AGENT): 362049 ms
Total Talk Time (CUSTOMER): 203898 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a8eef5ae-9fbb-47be-b20b-968f40875b9f_20250220T21:27_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] And when I started.
[CUSTOMER][NEUTRAL] Uh this is I'm in.
[CUSTOMER][NEUTRAL] Um, quelopovare cuenta the the
[CUSTOMER][NEUTRAL] And Lia they don't know me that access on me so they can stay cannot second don't need that era.
[AGENT][NEUTRAL] See the cirque cell certifical police.
[CUSTOMER][NEUTRAL] Um, it's la polisapolisa.
[AGENT][NEUTRAL] See?
[CUSTOMER][NEUTRAL] This is its qua quain.
[CUSTOMER][NEUTRAL] I get.
[AGENT][NEUTRAL] Docincote quatrochocinco.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Per.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See, I see it.
[AGENT][NEUTRAL] tele.
[CUSTOMER][NEUTRAL] Mhm. Cronotanese immientomi deion [PII] no tal yes wanna drink tai cuatro.
[CUSTOMER][NEUTRAL] Min teleoesietes rea you know genie.
[AGENT][NEUTRAL] electronic.
[CUSTOMER][NEUTRAL] I'm a Julieta he he aroa yahuun.com.
[AGENT][NEUTRAL] Which is in the gracias but verific you want on the uh active.
[CUSTOMER][NEUTRAL] Attilaarta there is the oao the line for a necessity.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you know, but no er ossuarjet to this the el nveres me the cuatro.
[CUSTOMER][NEUTRAL] B
[AGENT][NEUTRAL] No I, no, no, no otiqueque active barna lineage uh was a desert momentaquetubulapolia la polia for extendida they said theostacoma sine argos used resent and lineara come.
[AGENT][NEUTRAL] I wanna see it pass for.
[CUSTOMER][NEUTRAL] Uh-huh, still looking to put the la.
[AGENT][NEUTRAL] Intendo so so so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh perfect cuenta so telling me verific passo paos you know condura ellapasteva de la this uh sign in versus the login new user go ahead new user.
[AGENT][NEUTRAL] What that?
[CUSTOMER][NEGATIVE] See, never, never.
[AGENT][NEUTRAL] No, sir. Correct.
[CUSTOMER][NEUTRAL] Noua uh-huh never was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lead sycoionesuste devescola primera. I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] Uh-huh, OK, personal physicals, OK.
[CUSTOMER][NEUTRAL] Perapolis.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Correct, I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Except the I phone the delivery.
[AGENT][NEUTRAL] A sigent ecora to inform quepi so apeido saguro Social el codigo postal elitiola polia el succor electronic so scimento.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] See see fora.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Peroque that no couna persona quesa.
[AGENT][NEUTRAL] In bas bassarum polo que pasa dudu and is in que cointamente conquemos and much veloquela poli sals in just layos SOS loque indicaque no no mosa vermero.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] CC
[AGENT][NEUTRAL] Eramente [PII].
[CUSTOMER][NEUTRAL] Solo Gomez pus.
[AGENT][NEUTRAL] OK, Intente con [PII] porquesinosaparsequi systemma [PII].
[CUSTOMER][POSITIVE] Uh, perfect. Uh-huh.
[CUSTOMER][NEUTRAL] Loan.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Silos you know when bamosa refiquero tra er el resto de los de las cosas raver Sisi contra lafa you know Javijamoquejamoqueeltierrez seguro socierqueine is el says ocho unosincouevetao noventa.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Oh excellent one correct el coo postal jalo verificamo que sue siento train cuatro.
[AGENT][NEUTRAL] Elorre electronicos [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] is so siminojalamos establishinuque is the er er.
[CUSTOMER][NEUTRAL] I see it.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] I don't have a drink.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. Palo unicoque solament to ria [PII] in.
[CUSTOMER][NEUTRAL] Maybe like a year.
[CUSTOMER][NEUTRAL] Nosa centua in singa centua.
[AGENT][NEUTRAL] Cinaikosikosa sins sim nina.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] The best point and Tamiosis you know bunovamosa averqueslomoso.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I say who's sorry annoying you so you're a personaisaaaa seguro.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It is up to you.
[CUSTOMER][NEUTRAL] My being so.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Aguerre and uh-huh.
[AGENT][POSITIVE] Excellent.
[AGENT][POSITIVE] Perfect and Jara permitio seal sciente paso reel numbers for you ela illa contrasa correct.
[CUSTOMER][NEUTRAL] You can pass.
[CUSTOMER][NEUTRAL] Mo
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect and I mean car to loo don't consulta.
[AGENT][NEUTRAL] Eilo nolo unovaralos medios a messes polisa loquilapolia le cure possimo pero cuandolo resimosteva overclamomente versuspao no sepa i verloscomos porqueno er darle de de porque de los de la quetama and desista.
[AGENT][NEUTRAL] In contraum probe or dental insuaria le recuo quebaya alit linea al alto principal de line I am a public punto come.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Asta on the lebana er er levaparer una lupita conuntientalmario verde.
[AGENT][NEUTRAL] SOS this is Carrington Dental provider search wastelebank I.
[AGENT][NEUTRAL] Lara.
[AGENT][NEUTRAL] Ibabaharum poquito dondevaver una unafrae devade don the dental uh search dental providers.
[AGENT][NEUTRAL] Lana.
[AGENT][NEUTRAL] Cassar reso uogo postal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Essosoma er rapido intro digopola i i levadaunalista then treventti cinco as provedores insuaria basal and postal que pueta de saguro porquet participbajola red de carrington is sussagurotin particippa bajosa means mare.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You might
[CUSTOMER][POSITIVE] Mm, we be perfect.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][POSITIVE] Perfect. And to say boy yeah after minar de la cuenta er er er do I have the comic cones.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Perfect noostas are really algu.
[CUSTOMER][NEUTRAL] Um, not market parapo don don't the pola 10 medicaquesimo tempesa loquela attention preventva.
[AGENT][NEUTRAL] Clara, Clara.
[CUSTOMER][NEUTRAL] on the.
[AGENT][POSITIVE] In the end, perfect.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] It's muchisimas gra has a number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, mucha gracia [PII] a mucho poo.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Graciabola it's like gras.