AccountId: 011433970860
ContactId: affb3d82-472a-4bfe-ad3d-f4902ed56303
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 925719 ms
Total Talk Time (AGENT): 456386 ms
Total Talk Time (CUSTOMER): 283339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/affb3d82-472a-4bfe-ad3d-f4902ed56303_20250429T19:15_UTC.wav
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[AGENT][NEUTRAL] We are.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] We're gonna start there saying you know come on to you that the other way.
[CUSTOMER][NEUTRAL] Uh seor thing was those factors.
[CUSTOMER][NEUTRAL] Pa.
[CUSTOMER][NEUTRAL] OK, thank you, no kidding but that.
[AGENT][NEUTRAL] OK, and you know system.
[CUSTOMER][NEUTRAL] I don't rely much.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Ernanitaqua.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] outpatient certificate number when hospitals are number.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] See, it doesn't make you're not kidding.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, they say can I see it there.
[CUSTOMER][NEUTRAL] Uno Uno Uno.
[CUSTOMER][NEUTRAL] M L C.
[CUSTOMER][POSITIVE] Oh awesome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Soo direction you telephones.
[CUSTOMER][NEUTRAL] On the CSA2 no.
[CUSTOMER][NEUTRAL] Uh, no the [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Telefono it your face think what your face and a quaron face.
[AGENT][NEUTRAL] Unmositos re electronico socio la polia no.
[CUSTOMER][NEUTRAL] Uh, it's essential the metals.
[CUSTOMER][NEUTRAL] uh la la compania no but like a girl.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Perfect. Seroer are gonna correspondence [PII] directmente the city on this deerol el tortamento medic.
[CUSTOMER][NEUTRAL] Mina, er, Ure clamo is the Claudia Capeo in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it just this. I need the glamo I'll say this and Diatre de Mar.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The emergencia.
[AGENT][NEUTRAL] Clarelafe and uh Claudia recio assistance America.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] El Cinco de nero.
[AGENT][NEUTRAL] The Da you with us.
[AGENT][NEUTRAL] And we went to sin to sinco.
[AGENT][NEUTRAL] OK, but la de nero in [PII] is reclamo polo servicio medical doctor [PII] and la vita la salam emergen not the demos el clamo de la facilida.
[AGENT][NEUTRAL] Ospinosaga tovia solamente ego and the doctor is on scientindola.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Cou
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Same
[CUSTOMER][POSITIVE] There's a lot of it's a good.
[CUSTOMER][NEUTRAL] I know you want um.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Quanto?
[CUSTOMER][NEUTRAL] Scientoteneament previo mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Next time, no, the reciento acido pagadocintoventicinco.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They don't
[CUSTOMER][POSITIVE] Yeah, you got me.
[CUSTOMER][NEUTRAL] No, no, but you not say it it's the valorlo tengo sin.
[AGENT][NEUTRAL] oleo senoreroel unicoreclamo chemo reso momento is de parte del medio los erviciosque el medio lao claudia and ed is sel unicore clamo quetenemos parada elvent Cinco de nero el cual doctor unro de do scientosincuenta dolares.
[AGENT][NEUTRAL] So seguro principalico decientin concisel pele pago.
[AGENT][NEGATIVE] El Dia de pago de estocerviciosue but a lique apele pago este clamora.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Put me down there.
[AGENT][NEUTRAL] Estepagos sin de Marsoelsinco el unicoreclamomo reel momento no more to reclamo contromonto paralafe de din sinco claudia.
[CUSTOMER][NEUTRAL] And the description.
[CUSTOMER][NEUTRAL] In a description this this.
[CUSTOMER][NEUTRAL] El cargo to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Say quito this is safe look up you see.
[CUSTOMER][NEUTRAL] Ego.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said not you think of.
[AGENT][NEUTRAL] Correct memos explicas in the beneficioeromoe via la la quelo queso com decao loo is uh a directelos escutemo pele ele confiamos reso part and the momento.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Calorors lovagangar jaaormeo del facts reinta porcorreorel PO box.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Easel pretae para saber comunal polisa.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, can look at the Yanke Manalosta.
[AGENT][NEUTRAL] CN
[CUSTOMER][NEGATIVE] Laura total laita.
[AGENT][NEUTRAL] Any anything else, you still here?
[CUSTOMER][NEUTRAL] Oh solamente $130.
[AGENT][NEUTRAL] And so remo er sitarla explicas beneficio de seguro principal sales elusive gualo calico gasus eelbinela elenest the momento.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanna go to that o de la poli.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Jorge Capeo.
[CUSTOMER][NEUTRAL] And Doctor Victor Pasos Cardio.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for milk quasinta.
[AGENT][NEGATIVE] But senor compero nove oninguna er servicio on reclamoteloca cinco.
[AGENT][NEUTRAL] I want a specific la.
[CUSTOMER][NEGATIVE] You know that lamented.
[CUSTOMER][NEUTRAL] in sale solamentelapago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's OK. Yes, I did.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, me mano in in medicinequete no no pagaban um no serviso que avia teno con victor.
[AGENT][NEUTRAL] Lapolia appelle nopaga el copago de la visa sine embargorotro servicios medio pacienta Rosa quete la poli the cervierjoapele sine embargo cuentaque unapo maximofi paultimo remoque que pagamosques clamo for prime losin.
[AGENT][NEUTRAL] Is unosque to senor Campero and Albertis Hospital india on de Marso ellosis Cinco elenro.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Could be.
[CUSTOMER][NEUTRAL] If you don't fix 5 minutes when you love it.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Ceria uh
[AGENT][NEUTRAL] Prolemas prostatta.
[AGENT][NEUTRAL] It and uh Celia Certa problemma prostatta.
[AGENT][NEUTRAL] Estecao Los Baptist para paraserio melosio.
[AGENT][NEUTRAL] Sousse principallico unde de res milsocho consina de los cues apele pago el maximum beeficio que on those milking intoollare alano paraervios outpatient.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is the primero diabri dosinco is bio directmente al Baptist Hospital.
[CUSTOMER][NEUTRAL] Yeah, the, the paso and Luque.
[CUSTOMER][NEUTRAL] Nintendo.
[CUSTOMER][NEUTRAL] I said novato car no medino and say no.
[CUSTOMER][NEGATIVE] No paga
[CUSTOMER][NEUTRAL] Novi Pao.
[CUSTOMER][NEUTRAL] It got to take it that long.
[CUSTOMER][NEUTRAL] For pre consulta.
[AGENT][NEUTRAL] OK, la polia no cure servicios la consulted the polevia uh.
[AGENT][NEUTRAL] Bring all information correct and effecto la las visitasalloica doctor or careerio medical erica doctor is the polioloscore solamente casoque receive an assist medique and no hospital and unurgent care sine cairo hospital and un centroro Rico.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] This necessiterel examine the diagnosticolosa facil bulaia own central que queer blackca magneticas.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The cure the physics in embargoa cervicios outpatient ambula er pardon para servicios and la clinica doctor and oficina doctor no is no la polia no beneficio.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Give me something.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And she, she just see.
[AGENT][NEUTRAL] Mae el maximo benefio la poliapaga para servicios ambulaios or outpatient securiolos of milquiola desquelebio paralos cerviciosque doctor er peron queenor campero residio ella fecha del [PII].
[CUSTOMER][NEUTRAL] was that
[CUSTOMER][NEGATIVE] Get that no.
[CUSTOMER][NEUTRAL] Give me.
[CUSTOMER][NEUTRAL] The same message.
[AGENT][NEUTRAL] I mean I can.
[CUSTOMER][NEUTRAL] When when they repetis examine.
[AGENT][NEUTRAL] Amennosquesea unospital is amenosquese unosesacion metemoque para elanoinoviticinco.
[AGENT][NEUTRAL] Monopoliipula lots of milking.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] can.
[AGENT][NEUTRAL] And and it
[CUSTOMER][NEUTRAL] In a repets examine it's a lekube.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I feel
[AGENT][NEUTRAL] La reitero senora comperole cure los examinees in embargo commolapolia solamenteinda astados milkingentozola resalano.
[AGENT][NEUTRAL] But tombula.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's a foramentoso milking pagan amennos senoreroviospitaliado madi chores and a casociel beneficio quetipole to via es eliospileso elasinilla de salo.
[CUSTOMER][NEUTRAL] Quanto?
[AGENT][NEUTRAL] Sinomel.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] As yes domequeosacada uno simpricuando is the los ervicio and commalementione and no and no urgent care la salam emergen exam medicals and hospitales or like a magnetica and hospitales o mL.
[AGENT][NEUTRAL] Servis and a doctor.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, dequeuemi cuenta come over.
[AGENT][NEUTRAL] The loqueocinco.
[AGENT][POSITIVE] Weaning beneficial.
[CUSTOMER][NEUTRAL] OK so looking to you know that.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] loo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Lara aviatlos of milking poles paralo paraervios of patients.
[CUSTOMER][NEGATIVE] And you don't get the money.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEGATIVE] Lousy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Caitodo
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] See Claudio Solamentotiliaventolares de loss mils.
[CUSTOMER][NEUTRAL] Yeah, I know now.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Occasional.
[CUSTOMER][NEUTRAL] And she's in my yeah.
[AGENT][NEUTRAL] I'm gonna.
[CUSTOMER][NEUTRAL] Uh a little.
[CUSTOMER][NEUTRAL] Yes it's a, yeah.
[AGENT][POSITIVE] Pro.
[CUSTOMER][NEUTRAL] gracia bye.