AccountId: 011433970860
ContactId: b5b2080c-84f0-443e-904c-cffa6563315d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284529 ms
Total Talk Time (AGENT): 108575 ms
Total Talk Time (CUSTOMER): 82428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b5b2080c-84f0-443e-904c-cffa6563315d_20250130T14:35_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] He I mean [PII].
[AGENT][NEUTRAL] We the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The your tenoervio the or care.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sister [PII] no deacons.
[CUSTOMER][NEUTRAL] Don't they because it's a numeral.
[AGENT][NEUTRAL] Citta la part outpatient certificate number or hospital er number.
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The cuatro 00 paintidosinco quatro.
[AGENT][NEUTRAL] Um, no, no.
[CUSTOMER][NEUTRAL] No, I
[AGENT][NEUTRAL] Uh, nometemoquenos and no diga outpatient or in hospital and apartavajoe terminal numernos con meliete or MLA Ocho.
[CUSTOMER][NEUTRAL] In any no.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] M A L A.
[CUSTOMER][NEUTRAL] In English.
[CUSTOMER][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] OK, [PII] is a multi-plan in ellao there.
[CUSTOMER][NEUTRAL] Uh me this.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] See multiplan.
[AGENT][POSITIVE] OK, perfect one and toso metemoque is a tas polonel noting in polia performing solo.
[CUSTOMER][NEUTRAL] Like what say just gone.
[AGENT][NEGATIVE] Put.
[CUSTOMER][NEUTRAL] The cuatro city.
[CUSTOMER][NEUTRAL] Say you know [PII].
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] OK. Email numbers.
[CUSTOMER][NEGATIVE] They are mad.
[CUSTOMER][NEUTRAL] So you get home.
[AGENT][NEUTRAL] Mucha gracia [PII] versing direct tele before.
[CUSTOMER][NEGATIVE] The charge meiore you know based.
[CUSTOMER][NEUTRAL] Drive also city Telefono.
[CUSTOMER][NEUTRAL] No, I don't know.
[AGENT][NEUTRAL] Which is used to.
[AGENT][NEUTRAL] Um, service already sells in an urgent care, correct.
[CUSTOMER][POSITIVE] See, but take care of your night.
[AGENT][NEUTRAL] Mhm. and 10.
[AGENT][NEUTRAL] get so certificate police see the power in the rest.
[AGENT][POSITIVE] Mucha gracia Rodriguez e in effectoli serio relisados.
[AGENT][NEUTRAL] And urgent care.
[AGENT][NEUTRAL] Use the cuatrota a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Escurovita estancuviertaser basa polices maxims in cutadorescia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why the condo.
[AGENT][NEUTRAL] Conesto.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] When mucha graci.
[AGENT][NEUTRAL] I'll go.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] yeah yeah.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] It won't