AccountId: 011433970860
ContactId: ac5ed9bf-5713-4a23-91b2-0bb465b4a35d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458369 ms
Total Talk Time (AGENT): 205696 ms
Total Talk Time (CUSTOMER): 193574 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ac5ed9bf-5713-4a23-91b2-0bb465b4a35d_20250228T20:04_UTC.wav
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[AGENT][POSITIVE] When it started this graces apeleiamalisi and polite.
[CUSTOMER][NEUTRAL] That was.
[CUSTOMER][NEUTRAL] Eyre.
[CUSTOMER][POSITIVE] It is seguroo pu puer and beer.
[AGENT][NEUTRAL] OK, you call us [PII] la [PII].
[CUSTOMER][NEUTRAL] Then a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Enro is when I he said pay payer ID is a numeral.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] O
[AGENT][NEUTRAL] No, apajo ella tata aldea on numer the outpatient hospital policia certificado.
[CUSTOMER][NEUTRAL] OCD thing in hospital benefit in numerals 0, but I say outpatient in hospital this a lot of costa what delo don't see that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Waika Waka.
[CUSTOMER][NEGATIVE] Oh errodos quadrocinco zero seromelle.
[AGENT][NEUTRAL] Graciosamos dead.
[CUSTOMER][NEUTRAL] And [PII] was.
[CUSTOMER][NEUTRAL] It tata posts.
[AGENT][NEUTRAL] Come see on there.
[CUSTOMER][NEUTRAL] OK, for the centro one sevalos.
[AGENT][NEUTRAL] OK, gracias, and [PII] del said.
[CUSTOMER][NEUTRAL] Theores catorce mean novecientoses and the cinco.
[AGENT][POSITIVE] OK, gracious.
[AGENT][NEUTRAL] Yes that is [PII].
[CUSTOMER][NEUTRAL] I know it was
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Elisamiento de.
[CUSTOMER][NEUTRAL] Cerroresca crore uno name the escientoses.
[AGENT][NEUTRAL] OK, classes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Inesita la arjeta noeva.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] You latava look at you know secure latura quetienete seo er parasal loo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, Lumio de la poliqueedo is, is unapolisa viejoiotrapoli poli is activva.
[CUSTOMER][NEUTRAL] I put
[CUSTOMER][NEUTRAL] Seepora said porque you getta de la delano pasal.
[AGENT][NEUTRAL] Uh-huh, I see it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh that is 10.
[CUSTOMER][NEUTRAL] Into de la revi o osetravio.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] It's so tricky on that look a moment Tito. OK, you've said is seeing in on uh Polisa.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And a website
[CUSTOMER][NEUTRAL] Um, come on go inside.
[AGENT][NEUTRAL] Una cuenta and their website they Ape LA.
[CUSTOMER][NEUTRAL] Really, yeah.
[AGENT][POSITIVE] A secured.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I am a [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Come on [PII].
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Putting the sample and the.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] If
[CUSTOMER][NEUTRAL] Well said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The, the um
[AGENT][NEUTRAL] Title that and log in a user name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] It's a low in the power then they said look.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] And password but, but, uh.
[AGENT][NEUTRAL] I said ultra password. Necesitoes go ahead reset password.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You call us the number that the 11 or your mother so disconnect data.
[CUSTOMER][NEUTRAL] Recerocinco deer ocean the the cincose s.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, gracias.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that put in throat?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And website?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you, uh, mandar una theta or step or email.
[CUSTOMER][NEUTRAL] When I.
[CUSTOMER][POSITIVE] See see of a gracia.
[AGENT][NEUTRAL] OK, Modi the 45.
[CUSTOMER][NEUTRAL] Yeah, I might need to be some.
[CUSTOMER][NEUTRAL] I mean, yeah, go ahead.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] It's the name on email the.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII], is that in?
[CUSTOMER][NEUTRAL] CC 3.
[AGENT][NEUTRAL] OK, OK, boy [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] In Estepoliatipoliaaria de la surre principal.
[CUSTOMER][NEUTRAL] Come
[CUSTOMER][NEUTRAL] See,
[AGENT][NEUTRAL] A Kre causes the inpatient hospital.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The outpatient Hospital Tambien.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Como la salad there magencia.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, urgent care, Suhua proevas diagnosticos, Theapiahyamen cure las consultas and la fain etratamiento i prosermientos in la faina.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] of
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah it's a.
[CUSTOMER][NEUTRAL] OK, scientogenra adentro del side aloes.
[AGENT][NEUTRAL] See solo and prima lumero de la Polia on their website.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] Uh, La Polia in La Polia, I own a pajina Seyama schedule of benefits in este pajina puervelos beneficios.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I think.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ayalasar.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No solaments.
[AGENT][POSITIVE] Eerig graciasparamar ape ele quepas semana.
[CUSTOMER][NEUTRAL] Lomogracia bye.
[AGENT][POSITIVE] Good as yes, bye.