AccountId: 011433970860
ContactId: ab5f6020-f8d1-4614-9586-1b9dbfbd3e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 896840 ms
Total Talk Time (AGENT): 436175 ms
Total Talk Time (CUSTOMER): 418652 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ab5f6020-f8d1-4614-9586-1b9dbfbd3e14_20250602T18:10_UTC.wav
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[AGENT][NEUTRAL] We want to serve these.
[CUSTOMER][NEUTRAL] Olabonas Okare.
[AGENT][NEUTRAL] When I started this.
[CUSTOMER][NEUTRAL] Uh, although rolema con para entrami cuenta, the, the APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] que no value but uh the link I'm an email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the email or no.
[AGENT][NEUTRAL] Let him
[AGENT][NEUTRAL] 1, the police are gonna pay.
[CUSTOMER][NEUTRAL] 3 Flo.
[CUSTOMER][NEUTRAL] In cuentaochos in cuentao.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] [PII] versa.
[CUSTOMER][NEUTRAL] Uh huh it's
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] [PII] Sea Diaz.
[CUSTOMER][NEUTRAL] If I can.
[AGENT][NEUTRAL] Med is so enor [PII].
[CUSTOMER][NEUTRAL] Uh, southwest [PII] and faces.
[AGENT][NEUTRAL] electronic so.
[CUSTOMER][NEUTRAL] Uh-huh. [PII] said Carl Carelcomuna [PII] deer.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And don't say no no I'm not gonna want for it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][POSITIVE] Carella concerto.
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] zeta.
[CUSTOMER][NEUTRAL] Knowing that you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][MIXED] Excellentoel [PII] solo paracor system que siertata alrear uh sequent pas.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] um gambiero contrailen el el correo so.
[AGENT][NEUTRAL] Ecorreo.
[CUSTOMER][NEUTRAL] I call you.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And it's
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] But a curioso on a curios correo the APL is not a corre I don't wanna go on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Claro, Claro, Claro, no, no, no, no andsouesto.
[CUSTOMER][NEUTRAL] And are you not our
[AGENT][NEUTRAL] But, um, see signor [PII] it's a demostenindo difficulties technica and the momento con and city lineloqueoque noosunia ingres so er the the the notarial city linear no elvino que que cal principe.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Nel mimo cuenta CEO cuent another.
[AGENT][NEUTRAL] See, this is.
[AGENT][NEUTRAL] Platter entoses and it's commosistaccio is a transition and este momentoalparerandosiertatalosores directamente era trajado so japaramento the
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The IT yes trajado esto paratrat uh the reassos liberal culpa so yes.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, uh-huh.
[AGENT][NEUTRAL] Do you hear me?
[AGENT][NEGATIVE] Killer.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Clado Clado.
[CUSTOMER][NEUTRAL] The government side they get your claim.
[CUSTOMER][NEUTRAL] Uh, your claim.
[CUSTOMER][NEUTRAL] And or additional information has been received. You'll get a text message when your claim review begins a queriver claim queouro they get it in the bus so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Glarelamo.
[AGENT][NEUTRAL] But reservation reviser.
[AGENT][NEGATIVE] Not necessary.
[AGENT][NEUTRAL] Aequal Lego is the is the mesa so er Gonzalez.
[CUSTOMER][NEUTRAL] It's it's not held on me it wouldn't tell.
[AGENT][NEUTRAL] It's uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] I imagine.
[CUSTOMER][NEUTRAL] They were they were por um emergency the the baptist queoa semo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Me what I what I want.
[AGENT][NEUTRAL] OK. And then.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Lao.
[AGENT][NEUTRAL] Remembergen Baptist that's mass me, OK, so.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The cis.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] The principi de Mayo finale diabol.
[CUSTOMER][NEUTRAL] You know [PII].
[CUSTOMER][NEUTRAL] P, uh huh.
[AGENT][NEUTRAL] OK, you said to go unexepo and Gonzalez.
[CUSTOMER][NEGATIVE] No, no no.
[AGENT][NEUTRAL] See Claro now we'll see unte and el el ella.
[CUSTOMER][NEUTRAL] Uh-huh it's a point.
[CUSTOMER][NEUTRAL] It is
[AGENT][POSITIVE] Perfect. See who's correct. [PII] as a retros address.
[CUSTOMER][POSITIVE] it's a, a dog is the right.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You go relamo the the West Kendal Baptist Hospital de la via legensecutu [PII] but I say but Iinentecu pasoe solomento quere clamotaqui in linea er noso preado.
[CUSTOMER][NEUTRAL] uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect er necess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Silara comano el btotal this sequerecientosnvezolares de los cues sus principalali concopago de treciento oars.
[CUSTOMER][NEUTRAL] Ah, bueno, OK, solo recienta no.
[AGENT][NEUTRAL] Siroo el el el la cuenta es los de [PII] so I don't leicio the silosi.
[AGENT][NEUTRAL] To uh is a key lavicitalo cargo de la [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I algunos medicamentos queer.
[AGENT][NEUTRAL] Loses the rescientos.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Simil resintola de cerrados haciendo uncopado de resintoso uncopadoreinto dores de parte de Sourro united.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, pero que raralenourico but United Healthcare. OK, so in in me mien and urgent care.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Lara, Lara.
[CUSTOMER][NEUTRAL] In emergency resents reso recientos eli el el el gap but not reenterma el el el.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Porsupuestos claro el el la parte monto totalespa cuento cuantosando.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Ah, yeah, yeah, no, no, no, OK, you're.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, no, no, Joe Judolereunto epoquerosabre cuanto can professanosque se yentose so utesento get a correct to.
[AGENT][NEUTRAL] Ah, OK. A lot of.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] but
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Claro get puecer no er polo locomo no specifica I lo I Iolaquelia anesthesia alvelaesthesia er ella esthesiologomanda un una cuenta part albedo queloten mandaotra cuenta part is the noesalgo queer.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah, but I wanna know what see uh huh.
[AGENT][NEUTRAL] See akio que peque cussinellouble the recios.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Signs er er solaments.
[CUSTOMER][POSITIVE] Ah yeah perfect.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, remote mosque mitotaltura dela the outpatient one is either impatient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 6, yeah.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] uh correct Gonzalez was beneficio de loque Cinco.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][MIXED] Ah well perfect la la lata the the operation but that its operation no no not no.
[AGENT][NEUTRAL] Correct, outpatient is, is, uh, bajoistas esta polia is outpatient cuanduino medical menora la so it's esque circus by seria.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Use lopitallo al centromeicooralquiero e semimodiera sin a plan esta en esse lugar domino to ma esciado hospitalganessecao.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Impatience, yeah, and don't say, OK, [PII] leave me the song and the patient [PII] you know.
[AGENT][POSITIVE] Correct inpatient.
[AGENT][NEUTRAL] So, a specific aa Parospitaliacion so dos milquinientos.
[AGENT][NEUTRAL] E
[CUSTOMER][NEUTRAL] And uh-huh, but that is only part of the patient, uh-huh.
[AGENT][NEUTRAL] But allow patients on Milos into sincuenta.
[CUSTOMER][NEUTRAL] OK, professor no no woman now and if you get a the no no er yeah you know no no no no lava lava.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's your question?
[AGENT][NEUTRAL] Cla
[AGENT][NEUTRAL] A leakunai see.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Ah and I know and I'm OK now the website on the maintenance so I get them.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] La.
[AGENT][NEUTRAL] Let us see on.
[AGENT][NEUTRAL] See the person er important line or.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Ah yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK I got.
[CUSTOMER][NEUTRAL] Oh yeah, although you never pick a no, no other possib Jose nondeja royal una up to.
[AGENT][NEUTRAL] So it's 11.
[CUSTOMER][NEUTRAL] But I'm not again.
[AGENT][NEUTRAL] So travajaone so to via er no no no emostando optimisarlo lo lojoque pueda el elita logo ser la mi una pero it's.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I know that's what I do monto in.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] See you go queres er yeah yeah is a is a suntoine queer reel and so tal.
[CUSTOMER][NEUTRAL] You don you hold on.
[CUSTOMER][POSITIVE] OK, excellent and perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 7:30 yeah we're not.