AccountId: 011433970860
ContactId: ae15b18b-8a8c-41fb-bc4f-7fbfdd294f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 805150 ms
Total Talk Time (AGENT): 465531 ms
Total Talk Time (CUSTOMER): 207675 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ae15b18b-8a8c-41fb-bc4f-7fbfdd294f59_20250519T21:50_UTC.wav
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[AGENT][NEUTRAL] When conquito.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] M and grass.
[CUSTOMER][NEUTRAL] Yeah Allegra it's all.
[AGENT][NEUTRAL] see.
[CUSTOMER][NEUTRAL] So is.
[CUSTOMER][NEUTRAL] Um, it's it's a commo and I may I don't know American public life cheque explic last quart and los beneficilos plan plan is because LBIP standardl VIP plus LBIP prime.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To score.
[AGENT][NEUTRAL] OK, is BIP standard primido eso noes connosotros, uh, no sotros de podemosa informacion de loqueo frequel VIP es mas para la compania benefits in a car queloqueonento de lapana una solaarjeta soloque significant prime or a standard perolo beneficiocatienne con la compangenes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Fijos, um, the penendola companypodalo beneficiotamo resinosa company assistuste travaja.
[AGENT][POSITIVE] Ero the so the prime is amo despar.
[CUSTOMER][NEUTRAL] OK, it's the 4.
[CUSTOMER][NEUTRAL] OK, for partner partner personal.
[AGENT][NEUTRAL] Apartment apartment. OK, then we say on email our telephone and calamaa.
[CUSTOMER][NEUTRAL] Claro [PII] quae [PII].
[CUSTOMER][NEUTRAL] Treesos.
[AGENT][NEUTRAL] Inbreta.
[CUSTOMER][NEUTRAL] Hota
[CUSTOMER][NEUTRAL] O L E
[CUSTOMER][NEUTRAL] R N R
[AGENT][NEUTRAL] OK, I think. OK, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] you know I'm for number.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] A nombre que que la.
[CUSTOMER][NEUTRAL] Nombremio or no breaking or accompany it.
[AGENT][NEUTRAL] No, no, no, and nombre [PII] nombre.
[CUSTOMER][NEUTRAL] No, it's partner personal.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Partner's personal could throw a porch I just.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Euna.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Nonetaloicina nocalia.
[CUSTOMER][NEUTRAL] In Allentown.
[AGENT][NEUTRAL] Yes, OK. Mhm.
[CUSTOMER][NEUTRAL] No it is I'm with the.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, the heme boosa uh um sebulioahala informacindelopolisa.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They have mela compar like I didn't see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean not the polaacion.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Kilalia quebeare group napolisa.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] In quepa beneficio in thennisacionosajuna tarifafija yes apaga no pagamo fortajes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so la polia talabaipare.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But don't, but don't know and thoseare classes the polia.
[CUSTOMER][NEUTRAL] It was a commo cones.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm and beneficiopoel mahalto ma bajo seunga gare la poliao una premium baten una cantida mahalta no beneficio of pagosa une standard baello beneficihumpocomapajo a catodo helojuna deanda you know their premium um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yos a lamenting fromacion basica, um, de la basica Beaca quetenguapolisa que cure um missionsilajalopitan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lamigalopi cure entomoto some can bus satidaihaa no pagamo ma loque aparsegaquilo beneficio OK sometimes see sila meetinggalopita no sotromo quientosano ilgo pagarrimoincuentare for renta.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The Toy Delia.
[AGENT][NEUTRAL] Yes lavasica and tent emo loquesestesiro here and uno no ento sincuentaolares genoa doctor la curia sciento entincolare um er yeah traves estouna polia basica Linita OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, tent beneficiio paragencipital curiosincuentaretadoviaurano urgent care urri sincuentare attaquatroviaurano visita haloicina del doctor sisia de caveseropeta sincuenta for visitsa attaquatroviaurano.
[AGENT][NEUTRAL] Theapiayaventaulare porvicia atta cuatrovia.
[CUSTOMER][NEUTRAL] 19.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, but it's a ques una cantidafiha.
[AGENT][NEUTRAL] Porqueloquenosotro curmos esta can soloquenosotro curmoea nun copayment in coin insurance in all so esteseniatua tarifafija canotrocurrimos.
[AGENT][NEUTRAL] Sogelotebalo is doctor la la via le cobrancientos in cuenta poresa viaostro solo aparass in cuenta.
[AGENT][NEUTRAL] so that.
[CUSTOMER][NEUTRAL] It it conversation.
[CUSTOMER][POSITIVE] and sane ala fijina del del meo commo functional.
[AGENT][NEUTRAL] OK, so I do hoes sustea lata celvio eogenbian a relamorutenolemoreta mental provedor or a sustenoa la argeta la servisi palacio oste novia elle reclamo inseria un reborso so estalla the hoe.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bueno loque that's and I it is no no land work I oh no trapa the no primaria.
[CUSTOMER][NEUTRAL] Yeah, land uncopago. The dollar is for visitjita is so then reque plan include you for is in plan a party.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It's a comp it's a plan.
[CUSTOMER][NEUTRAL] It's OK?
[AGENT][NEUTRAL] Enaparte es conta compania esplana parteledigo eso the premium or eso esotodo con benefits in a car bene in a car escomola comppaneca and car to benefit junto para veer solo ala compania concutetabaja and to eosore and loquepaquetes.
[AGENT][NEUTRAL] El paquete sensor paque primiosa sepaquete el paque includeia baria compia barrio beneficios cone compania juntas tolas and puedo reseleer loque nutrapolisa pores.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Una de la er soreseltama farmacia nova cero sole pueda freseltam una the the the loqueam the the prevention prevention you know vacercono sotros different company protoloreen juntopaquete soloquestado de los and CG premium esencimentum paquete queles resino.
[AGENT][NEUTRAL] Aralo beneficio que estano er basser parte del paquete pero estoes paraloque estesus seguro medico seguro medioorenermida or accidentebasecono sotros.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yo solo beneficio queer bajo loqueseguro.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Ada Tarifa Basica ellama Bajita.
[CUSTOMER][NEUTRAL] He my boy the speaker for for this plan.
[CUSTOMER][NEUTRAL] My prime port.
[AGENT][NEUTRAL] OK, Lepo that information the traves de loque la polia medicaorque la unicaganostravamos and cargano. OK, um, loques a prime, OK, tenguaccano hemplo de prime and a hemplo de prime sensimentepagamas so system mitidalopitapagamildores embequinientos, um, embepagasincuentarediario Paciendo laresdiarios uh rental systemitidapitan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] And tammiloques uh la meitahal doctor cura sciento encuenta dolares and bees sincuenta dolares.
[AGENT][NEGATIVE] So essenciamente una polia masalta la engaunto del pago sopagar pocomas la.
[CUSTOMER][NEUTRAL] OK, let me tell you.
[AGENT][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] No, no, that's.
[AGENT][NEUTRAL] OK, see they can look at your premium. OK look include your basico theuedeiamara benefits in a car yolebanga click o otra beneficiouer premium or basico.
[CUSTOMER][POSITIVE] Bali perfect Muagra yes.
[AGENT][NEUTRAL] OK, Ninaum or on a Sea.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mm, it's it's.
[AGENT][NEUTRAL] Uh, no, and numeroseria, no numerroseria unochosientouattro noesiete cuatrocho cincose.
[CUSTOMER][NEUTRAL] This is a more thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uno oscientos quattro trochos in.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Ecom Jamal andrea.
[AGENT][POSITIVE] Benefits in a card.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Of course. OK, Dali Mcha gracias.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then.
[CUSTOMER][NEUTRAL] Its Vienna salvo.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm