AccountId: 011433970860
ContactId: b1a97608-ad29-491b-8fc2-775fe4bf745c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537530 ms
Total Talk Time (AGENT): 260650 ms
Total Talk Time (CUSTOMER): 175586 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b1a97608-ad29-491b-8fc2-775fe4bf745c_20250610T14:01_UTC.wav
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[AGENT][NEUTRAL] In one of the years.
[CUSTOMER][NEUTRAL] Well, I wanna see [PII] is and it's processor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] See that they don't tell yourself.
[CUSTOMER][NEUTRAL] In the middle is.
[CUSTOMER][NEGATIVE] Cerrodos quadrose rea.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Area.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So yeah I'm in the system so.
[CUSTOMER][NEUTRAL] [PII] and went to [PII] decea [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's my name. That's [PII].
[AGENT][NEUTRAL] [PII] you want to be correct.
[AGENT][NEUTRAL] Uh, the [PII] nomi or claim number.
[AGENT][NEUTRAL] Look.
[CUSTOMER][NEUTRAL] Uh, then my confirmation number again.
[AGENT][NEUTRAL] That's the confirmation number.
[CUSTOMER][NEUTRAL] The receive the confirmation or a claim number 260021.
[AGENT][POSITIVE] gracias.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] P.
[AGENT][NEUTRAL] But its fea de servientrees el tridiabriel Cinco de Mayoonel dos de Mayo Cinco de Mayo is dose de Mayo perfect.
[CUSTOMER][NEUTRAL] Think though.
[AGENT][NEUTRAL] we get on to me small like we because in the beneficials.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Loservicioscus and labcorp noun cubertopolia Soria nobody no beneficios but uh laboratores in the penientes.
[CUSTOMER][NEUTRAL] See, but I am not of that for er pealitas quenonotang a for con el monto.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if I saw a lab.
[AGENT][NEUTRAL] No, no, no, so let me acommos some some etches la fecha de eldos de mayo queson laboratories and lapcor iso no cubitosa bajoa um los cervicios bajo el Doctor [PII].
[CUSTOMER][NEUTRAL] That's a business.
[AGENT][NEUTRAL] Pistols.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] rela uh el rita.
[AGENT][NEUTRAL] They have real
[CUSTOMER][NEUTRAL] A rental it does it el el cinco.
[CUSTOMER][NEUTRAL] Yeah, do I come in.
[AGENT][POSITIVE] Correct, I see.
[AGENT][NEUTRAL] And and those perfect to see anos saberque bamosaitarel codigo de diagnosticodiagnostico un build thetaadformacion un superville or not as the doctor can clues er leformacion reference a porque que visitsitar uh lasic and the doctor to the line.
[CUSTOMER][NEUTRAL] Jomandario noses.
[CUSTOMER][NEUTRAL] Sinolo and VR.
[AGENT][NEUTRAL] Ma refer the DNA information include the contras speak to aeros.
[AGENT][NEUTRAL] See diagnostico or porqueotubu visit doctor is is motil is a part clanegada the videoque the questalia solomentere incaso de cute medica erinado.
[AGENT][NEUTRAL] I'm sorry, going to be.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But my body res.
[AGENT][NEUTRAL] OK. Isa perdo hisal diabetes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perridoes and rela.
[AGENT][NEUTRAL] you know you said [PII].
[CUSTOMER][NEUTRAL] Uh, it's a consulta.
[CUSTOMER][NEUTRAL] Is a consulta it's a memo [PII] already consuls refer tolo so my contros claims que i not complemoroa no no my processes.
[AGENT][NEUTRAL] La.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Rescuro.
[AGENT][NEUTRAL] Carlonandez ridotife de el bei cuatro de avrero.
[AGENT][NEUTRAL] Laittacuelipela for el train praces those messes press.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Tanaaamiento [PII] unreca sayiento poque yeah petenia so consulta.
[AGENT][NEUTRAL] Claro so those messages are here.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And then there's a Aler those messes the the the referencia uh.
[AGENT][NEUTRAL] It is establisher no sotros con con uh information noan ques a rela alavisita delta.
[CUSTOMER][NEUTRAL] But I daresa sia consulta puttare.
[AGENT][NEUTRAL] No, it's necessary or you.
[CUSTOMER][NEUTRAL] My time on my passport.
[AGENT][NEUTRAL] The portfolia cartaa unta the stavia deltadiabrianto deltrintari el eldosendo el codiagnosic process.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so yeah, you then no that.
[AGENT][NEUTRAL] A doctor Carmen dela de cinco.
[CUSTOMER][NEUTRAL] OK, your rea noda la la.
[AGENT][NEUTRAL] Recuero de lanota solaas don't they go denoso.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, rate the the cercise corresponding a santa dericomelcinco comaldos commeldose.
[CUSTOMER][NEUTRAL] OK, probably.
[CUSTOMER][NEUTRAL] CC them not call you.
[CUSTOMER][POSITIVE] Because a way better as OK, Mua gracia.
[AGENT][POSITIVE] Perfect. I'll gonendez.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I so like so you.
[AGENT][NEUTRAL] Get.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] That sounds good.
[CUSTOMER][POSITIVE] You are right.