AccountId: 011433970860
ContactId: ab5ca40a-9cba-4af5-b71d-3bd5f60d50e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542659 ms
Total Talk Time (AGENT): 238802 ms
Total Talk Time (CUSTOMER): 271867 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ab5ca40a-9cba-4af5-b71d-3bd5f60d50e2_20250424T17:47_UTC.wav
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[AGENT][POSITIVE] We're gonna start this.
[CUSTOMER][NEUTRAL] Oh, like a numbers corvotas.
[AGENT][NEUTRAL] We start this.
[CUSTOMER][NEUTRAL] Mira tea era consulta er porque mechego on bill.
[CUSTOMER][NEUTRAL] Uh, the unservio the noencia que se cinco er the the the Nicholas Chin Hospital er ques a claim for mama les the the the late tambiengu principalan so so no claims eosino.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lololorio.
[AGENT][NEUTRAL] The police, so yes, you know, is that ES.
[CUSTOMER][NEUTRAL] It mi mare's the whole mi mare.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Theomochata Clara.
[CUSTOMER][NEUTRAL] Um, poliapolisa polia errodos errotres cincodos tea laletraeme the mama laletraelle de laura numerro siete watchcho the tendesis pitaloo.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Meera.
[CUSTOMER][POSITIVE] Mia Corvo mama Carina man.
[AGENT][NEUTRAL] And er the polio.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mnacimento is uh er September smilcinco.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] You came out my video?
[AGENT][NEUTRAL] En telenos or nose.
[CUSTOMER][NEUTRAL] Elmi mama ocho face treserochocinco tea cinco.
[AGENT][NEUTRAL] Units electronico polisa.
[CUSTOMER][NEUTRAL] See [PII].
[AGENT][POSITIVE] Much is a bona bass remote sumama.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, Parami Paramipore so to see er er um me queloesita saber.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you.
[AGENT][NEUTRAL] Quendoerreliota la fe in specific.
[CUSTOMER][NEUTRAL] See Lagua in a in a in an invoice is this is safe and cinco del venta venti cuatro.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 72. OK, sitsafe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the part of the qui el el mole.
[CUSTOMER][NEUTRAL] A bill provider is Nicola Niclaus Children's Hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nicholas Children's Hospital.
[AGENT][NEUTRAL] Just you.
[CUSTOMER][NEUTRAL] Uh, correct, so see it's in drama for emer see.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, when emergencia el monto to telera miltoste.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Elamo Apelelo residio if prosciadoipagado loess moando.
[CUSTOMER][NEGATIVE] You mess.
[AGENT][NEUTRAL] It's just say uh so principalicos de resintozola despoestavita los coalesapele patio desto ellos viticuatro.
[CUSTOMER][NEUTRAL] 065.
[CUSTOMER][NEUTRAL] Preciento loquepago.
[AGENT][NEUTRAL] Eso loqueloqueloque United Healthcare applico commoranza desservicios.
[CUSTOMER][NEUTRAL] Uh, recientos.
[CUSTOMER][NEUTRAL] Yes, I look at papapele.
[AGENT][NEUTRAL] C.2 C.
[CUSTOMER][NEUTRAL] No it's a recientos.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Mepita la la fe or sour and que for paragado.
[AGENT][NEUTRAL] I'll check the check and the the claim I.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The number check it is.
[CUSTOMER][NEUTRAL] OK. Uh mhm.
[AGENT][NEGATIVE] uno te errocinco ochocuatro.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is a rescu.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Ochocuatro sin.
[CUSTOMER][NEUTRAL] Treatron.
[CUSTOMER][NEUTRAL] Ocho cuatro sincon one. OK, perfect. Aa er porquetrada for emergen co payment they said would no it's a connection to me so paralopital porque est
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Um.
[AGENT][NEUTRAL] No esilloquesta reciendo alguro directament doctor es de lospita.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ed de mimopitalopital so suppo tengo unco payment comiseur me principal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Claredutoest porque cla um
[CUSTOMER][NEUTRAL] That I.
[AGENT][NEUTRAL] Loso Noradios and lavio.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And Doctor Sejama permit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mrs. [PII] Doctor [PII].
[AGENT][NEUTRAL] De la vicita quereiso one of the la 10 querieda.
[AGENT][POSITIVE] He was a good replico um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the noses and was tambienpago sepagos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mucha gracia it's one informacion.
[AGENT][NEUTRAL] Eto sepadiadiusto deloscuatro.
[AGENT][NEGATIVE] Chaos reclamochemo recivido parala fecha del [PII] ambosepagarmentos.
[CUSTOMER][NEUTRAL] I had them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ENS check AL claim number.
[AGENT][NEUTRAL] See el dechequesel uno o ochocinco quatro uno.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, your claim.
[AGENT][NEUTRAL] No claim is rescuatroue tressiete sin.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Perfect, uh, a reoqueta and contacto de loss and mercio.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Este bill this the mil reao pero quando el la description this la freta deervio it is a mia corbo account number no account is a for emergency.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So in cargo the scient condos adjustmentento ques about and poo preta condo no copayment. I'm sorry the misguro some location tiendo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just.
[AGENT][NEUTRAL] EO er house of pita loca lo man for my friend poocorvo is a recommended the jacuu and contact topelepele pat reposit convente paralos gas el medio Calgu to reclamo parte des quenono pa.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, same.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Dials no soremente.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] beneficilia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Excellent excellentradecoo mucho de perodeco porto de la de porto de la clarida el castso, OK.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mojack gracia todo poo [PII] male [PII].
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mm. Oh yes, OK, I yes.