AccountId: 011433970860
ContactId: b5307e14-70f8-4e10-9e46-c2a1efd53501
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 845369 ms
Total Talk Time (AGENT): 300403 ms
Total Talk Time (CUSTOMER): 186654 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b5307e14-70f8-4e10-9e46-c2a1efd53501_20250205T14:25_UTC.wav
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[AGENT][NEGATIVE] No gracia conquientegusto.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well now his vehicle must pass.
[AGENT][NEUTRAL] My young Gracia, sister.
[CUSTOMER][NEUTRAL] Been una porque joy you say una reaccion.
[CUSTOMER][NEGATIVE] I me go una devolucion peros in embargo no quereo que la correctta porquelesajuntela factura you say solamente me on el pagola totalia del prime exam and totapa ma sonos.
[CUSTOMER][NEUTRAL] Exactamentepalas and tas is a supone kills the curing um one loquetetendio untotal de quinientos and nose porqueso lamenti scientosesentaos the primer.
[CUSTOMER][NEUTRAL] Um, not primerapar la no la el total.
[AGENT][NEUTRAL] OK, whether you care what I had number of the policy.
[CUSTOMER][NEUTRAL] Un momento 44.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] There it is though.
[CUSTOMER][NEGATIVE] They don't want me to go forward.
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] the numeral zero cuatro cinco zero dossieres.
[AGENT][NEUTRAL] OK, so nombre sofana immiento.
[CUSTOMER][NEGATIVE] And totaluna de Julidos nil.
[AGENT][NEUTRAL] OK, number of telephonicaselajamaa connector.
[CUSTOMER][NEUTRAL] Does BS?
[CUSTOMER][NEGATIVE] Ochos erro ocho trenta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, in my body, yeah, but if it comes to the direction it's electronico.
[CUSTOMER][NEUTRAL] [PII] does oh no pero I see [PII] you know es Elene [PII].
[AGENT][NEUTRAL] OK, what is a correoelectronico.
[CUSTOMER][NEUTRAL] No selou [PII] for and.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII] deer.
[AGENT][POSITIVE] OK, I see, got it, gracia.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then another.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, lapoloque mm chequeolo documentofaloque OK moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Gracia pretaji OK Lito Javilo que paso. OK, so lapliasionicio cannogenbio um a caprese laformacione the noviembrerese bei cuatro.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh leal toquenoviera la prosima oja um I porqueledi esto porque laoja el el informacion de loque it wastepago de sciento sincuento ileo abajo this a resuming the beneficiseuro is a resuming the beneficiouro the informacion de don the applicala canidda queen esta and decientos in lion yes solovemos pero er and the queso.
[CUSTOMER][NEUTRAL] No, no, it's a, it's a laura OK I look at the video it looks papa.
[AGENT][NEUTRAL] Mm mm mm OK, this person andittina document in fronto de poquesi beloquist and and and then poquito mejor.
[CUSTOMER][NEUTRAL] He just say Tame agenda.
[AGENT][NEUTRAL] OK, la la ojanogenbio decanefiio ala partevajo this emergency an emergency visit. OK, it's emergency visit thisotepago quientosolares ero notenemola prosima oja de resumesso beneficio neesita mosaparesita de resumendelo beneficio quinientotolare.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 19 of the literal.
[AGENT][NEUTRAL] See noses commando la la ok laojita queos is a la paliarivasaldo de sero.
[AGENT][NEUTRAL] No lami macajo. OK. Notiformacion devise the fundos photo visit [PII] Power I institute itinela cantidacustepago de scientos in [PII] the pue de la Raya resuming the beneficio de seburo.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Don't is the bajo resend the beneficials a lia don't the lionlisi.
[AGENT][NEUTRAL] A [PII].
[AGENT][NEUTRAL] The pue paravajoso aparese emergency visit.
[AGENT][NEUTRAL] I emergency visit tienneustepao pero no tienne informacionque corresponded don de capliallo sequelicalcila copao go segurotenemo resend the beneficio de urolo quientola.
[CUSTOMER][NEUTRAL] And then go out.
[AGENT][NEUTRAL] Sensamente la seundaja necessitamolaseahalogenbio no mola undaha.
[CUSTOMER][NEUTRAL] OK, but.
[CUSTOMER][NEUTRAL] See the loo estolomando el segudosesque.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] So there's no commodiot tra facturaSla factura.
[AGENT][NEUTRAL] No, no, no, lo que levain no factura Lovaja is
[AGENT][NEUTRAL] Resuming the beneficials de seguro emergency visit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So noneesitamo in factura tamo la plica the beneficios is a primario esto loquelaliacion de beneficio.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Solaquire pursue seguro primario.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so in one aparqueloque farta is a part pagar caro cantida and the docile copaseoque ello coca farta.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, with a preunta cuantomora that's what they can use that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] Um, ostenbia informacion unreclamo okra and for I can supreme reclamospaaer um reclammon want totaldalo mimore clamo regulaquetalaborales.
[CUSTOMER][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] On.
[AGENT][NEUTRAL] Then you.
[CUSTOMER][NEUTRAL] See howitacomosa and kerati inside those kiang yeah I.
[CUSTOMER][NEUTRAL] Comore.
[AGENT][NEUTRAL] Come
[AGENT][NEUTRAL] Comolos retira.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do I titles.
[AGENT][NEUTRAL] Oh, ambassadoncheque leva you got a casa.
[CUSTOMER][NEUTRAL] Oh, checking on the director.
[AGENT][NEUTRAL] Yue process if ya pagadodoy process depadolobor uh checkque uh counic colombiamos for uh deposito director quetengammon informacion del deposito director and the nosoto process are clamo.
[AGENT][NEUTRAL] So an estocaneva got a checkqueque agamo depositoreo de resto de la then cresto de reclamo casarial informa can banbiar then there can be a no like um un deposito unformulario deposito directo panopole deposit.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes, no problem, that is a line.
[AGENT][NEUTRAL] Uh, no, loosen the hoses lopodaeroredo the the website is our website information ayaquira deposito [PII] electronicamentelopode genea I just I just set to electronicamente [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The bajo is a claim and forms. I stand for mulario because it's a direct deposit, uh, generals a formulario ellobar junto conel document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You put it up below the work document, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. I just.
[AGENT][NEUTRAL] And then I got a I go back.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, nothing like I check it.
[AGENT][NEUTRAL] And then are they.