AccountId: 011433970860
ContactId: aeaa6257-2890-4881-a72d-accb916f3d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 866280 ms
Total Talk Time (AGENT): 174308 ms
Total Talk Time (CUSTOMER): 301100 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/aeaa6257-2890-4881-a72d-accb916f3d21_20250417T17:00_UTC.wav
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[AGENT][NEUTRAL] That's just me in my American Public Life. My number is [PII].
[CUSTOMER][NEUTRAL] For la Monica, so Aura the bonesecurs it demo paralesa in a reclamation for power.
[AGENT][NEUTRAL] Sipo call a number of the policy.
[CUSTOMER][NEUTRAL] I much gracias and the middle is erro dos.
[CUSTOMER][NEUTRAL] Tresreuatro tressue.
[AGENT][NEGATIVE] Is I ammando de unaicina in me or the
[CUSTOMER][NEUTRAL] Tinostomos billing providers.
[AGENT][NEUTRAL] In camera company, yeah.
[CUSTOMER][NEUTRAL] To get my bonte course.
[AGENT][NEGATIVE] Melo delere.
[CUSTOMER][NEUTRAL] Sirado Bedeburo O N A.
[CUSTOMER][NEUTRAL] S A C Casa O.
[CUSTOMER][NEUTRAL] All the Uvarese.
[AGENT][NEUTRAL] It's when I'm at the left one.
[CUSTOMER][NEUTRAL] One thing yeah
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] The momentore Uno.
[CUSTOMER][NEUTRAL] Chores.
[CUSTOMER][NEUTRAL] Trente Cinco quareeinco.
[AGENT][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Nobrepaciente is [PII].
[CUSTOMER][NEUTRAL] In September the mil.
[AGENT][NEUTRAL] Mahoneita informacre.
[CUSTOMER][NEUTRAL] See and the other there's a bus your friend.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Favorite winter maintain to think.
[CUSTOMER][NEUTRAL] They.
[CUSTOMER][POSITIVE] Yes, yes, see for me.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] And the moment.
[CUSTOMER][NEUTRAL] It's some crossover the BCS ella mount queen quepa garcierto eriaciento taos cones and.
[AGENT][NEUTRAL] Mm, no, it's like um no so notemo crossover, um, and total akitenre clamo I don the nosvier una consulta la polia no cure las consultassepael prose demiento sepaganon scientosesietesente says.
[CUSTOMER][NEUTRAL] And total.
[CUSTOMER][NEUTRAL] OK, see, it's the same. It's gonna keltotal escientoses and consent mimodia destroy or quince delares.
[AGENT][NEUTRAL] the king so that is uh comsa consulta la polia no cure consulta.
[CUSTOMER][NEUTRAL] OK, the moment Monicaserta.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Monica to my explanation of benefits via fax.
[AGENT][NEUTRAL] See Tamilopoprimmiel website oneless a number of the facts.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] It can not nothing go and website that way I don't know the facts.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII] please.
[CUSTOMER][NEUTRAL] [PII] and fax number is Pincode [PII].
[CUSTOMER][NEUTRAL] Nueve face.
[CUSTOMER][NEUTRAL] Quatro Quattro dos tres cinco.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No one
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct, I see.
[AGENT][NEUTRAL] OK, so no no malcoma.
[CUSTOMER][NEUTRAL] See Otro caito pero premier number reference yeah.
[AGENT][NEUTRAL] Not the number of the reference cuantas poliastienne.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Quattro.
[AGENT][NEUTRAL] OK, no masconesa quarterle where you that OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] See it and poco no matter I claim.
[AGENT][NEUTRAL] See no pole todas um lomo decortesia perotta mean tenemos nostro website on the pode primir todas tolos EOPs.
[AGENT][NEUTRAL] Um, and numerarelamos and to resinosiete.
[AGENT][NEUTRAL] Nuevedos Quattrodos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] No that's not.
[AGENT][NEUTRAL] The momentpadalapur.
[CUSTOMER][POSITIVE] And this is there 100% yeah.
[AGENT][NEUTRAL] Not the referencia are nombre la fejo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then one moment.
[CUSTOMER][NEUTRAL] I cuanto masamaria and el sorry maames.
[AGENT][NEUTRAL] And to see not the arrested the clamoa about here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so Lisa Patient nominal policy.
[CUSTOMER][NEUTRAL] The seito.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is the.
[CUSTOMER][NEUTRAL] Uh no depolia is erro unosiete.
[CUSTOMER][NEUTRAL] Unocinco reredos.
[AGENT][NEUTRAL] Yeah no I smiento de el paciente.
[CUSTOMER][NEUTRAL] Nombre [PII].
[CUSTOMER][NEUTRAL] [PII] erro cuatro beiniete de milosa, you know.
[AGENT][NEUTRAL] But it's the police officer.
[CUSTOMER][NEUTRAL] I went to.
[AGENT][NEUTRAL] Mhm butesta polia to via quia marle um web TPAos on loquelos ques in cargan de los clamos noos not the nemoso leponum telephone theos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sequels.
[AGENT][NEUTRAL] Orchosis.
[AGENT][NEUTRAL] Niete Cinco.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nu de cuatro Cinco Ocho.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get achiore um dosquetienne.
[CUSTOMER][NEUTRAL] C C.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Call and then.
[CUSTOMER][NEGATIVE] Ediodita about it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] Parae and
[CUSTOMER][NEGATIVE] ID so yeah errodos.
[CUSTOMER][NEUTRAL] Quattro siete cinco Ocho uno cuatro.
[AGENT][NEUTRAL] Yeah, no scient.
[CUSTOMER][NEUTRAL] Uh nombre [PII] the chanacimiento ocre trei de mio decientos novent.
[AGENT][NEUTRAL] Later, yeah.
[CUSTOMER][NEUTRAL] Indoreta, you know, I'll be trying to think.
[AGENT][NEUTRAL] Sore clamos and negono estaaokobre consultas.
[CUSTOMER][NEUTRAL] No, for the consultant.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The tennis and no matter for far.
[AGENT][NEGATIVE] In the lamas dressing costs.
[AGENT][NEUTRAL] Quattrodos nuevedos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Eat them and they say Alfa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I made my fax get there yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Nothing occupied them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes the the sentence fax.
[AGENT][NEUTRAL] No, yellow thing of course is sciente number of the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Elciente.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The momento.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the Polisa is
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Doss steerrocinco Ochocinco.
[AGENT][NEUTRAL] In numbers.
[CUSTOMER][NEUTRAL] Number 6 [PII].
[CUSTOMER][NEUTRAL] [PII] sciento no vireocho de milo decientosa.
[AGENT][NEUTRAL] In a service.
[CUSTOMER][NEUTRAL] And and he says that by trying to think.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Just have a cuantobili getting over that barrios reclamos.
[CUSTOMER][NEUTRAL] Quarenta.
[CUSTOMER][NEUTRAL] What that is.
[AGENT][NEUTRAL] Berno el P total.
[CUSTOMER][NEUTRAL] Um, see sientogente face.
[AGENT][NEUTRAL] OK, so conesarelamo pagamosincolaresquelo masque pagapara consulta.
[CUSTOMER][NEUTRAL] May December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I meregalama prefer.
[AGENT][NEUTRAL] Dressing corsets.
[AGENT][NEUTRAL] Saos Cincosiete.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] E as in perfect perfect.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, yeah, [PII].
[CUSTOMER][POSITIVE] Yes, I'm just Gracia.
[AGENT][NEUTRAL] OK, and uh pass it when my American public life bye.
[CUSTOMER][POSITIVE] Thank you, bye.