AccountId: 011433970860
ContactId: b61d8a1e-ab8d-4315-b84e-6226a060fdfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279250 ms
Total Talk Time (AGENT): 130568 ms
Total Talk Time (CUSTOMER): 126949 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/b61d8a1e-ab8d-4315-b84e-6226a060fdfb_20250403T14:04_UTC.wav
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[AGENT][NEUTRAL] We're one of the years.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Um, one of the years gusto.
[CUSTOMER][NEUTRAL] Olanomirecuchas.
[AGENT][NEUTRAL] Oh is it.
[CUSTOMER][NEUTRAL] The scient came there with um the quipa um quaal to beneficial.
[AGENT][NEUTRAL] What exactly.
[AGENT][NEUTRAL] performed.
[CUSTOMER][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] She primerpaciente la poliaerodos quatrocinco errodosocho quattro.
[AGENT][NEUTRAL] Perfect. And until the telephone call [PII] is connected.
[CUSTOMER][NEGATIVE] [PII] said it then just oh no no no.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To hold the machine down with one hand and swipe on the top of it.
[AGENT][NEUTRAL] Unre brother.
[CUSTOMER][NEUTRAL] She.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] But that's true.
[CUSTOMER][NEUTRAL] Make sure that
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, [PII] and let me put verificator number complete.
[CUSTOMER][NEUTRAL] Uh, the premierre Josefina cavado la fees choos this face.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Just a gracious for verification to your bili beneficials correct.
[CUSTOMER][NEUTRAL] She you.
[AGENT][NEUTRAL] Perfect. Uh, uh, la polices effectivo part del primero and ventiros start tomentertiva he enter the article care beneficio that will record the articles to solo una verific in the cover. It is a disclaimer quelapolic DNA.
[CUSTOMER][NEUTRAL] open door.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I go fish in particular is a balapolia or is.
[CUSTOMER][NEUTRAL] Um, now it um copadoita also.
[AGENT][NEUTRAL] Simple best get to uh provides information. Apocure as to maximal des milla des for the preserviso outpatient and no cure copagolavisisargo cure ello stratamentos or prosevidos and office in a doctor.
[CUSTOMER][NEUTRAL] OK, um, then go in the paciente, er, la polia apae er errodos reincore uno dossi.
[AGENT][NEUTRAL] The you me to answer one though.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, will you verify Carmen number complete the question.
[CUSTOMER][NEUTRAL] Um, it's [PII] Covina.
[CUSTOMER][NEUTRAL] Lana ima, yeah, when you see them in Loo off.
[AGENT][NEUTRAL] Which is immigration for confirmation information the effective part del [PII] Militres his tormenttiva.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, my brother said look when you fish your phone.
[AGENT][NEUTRAL] Silao.
[AGENT][NEUTRAL] Sonefiios. OK, establi a cureeso maxedos mildo lares alano paraservisos outpatient ecureel persein los proseinic doctor no cur copadoloisit.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why not er.
[AGENT][NEUTRAL] lapis.
[CUSTOMER][NEUTRAL] What they do.
[CUSTOMER][NEUTRAL] OK, I don't just a second here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, what is my I say how.
[AGENT][NEUTRAL] We know in osteo solo.
[CUSTOMER][NEUTRAL] I know I tell [PII]'s yellow hair first.
[AGENT][POSITIVE] Perfect, perfect.
[AGENT][NEUTRAL] Get the get the way I'm moving.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It will do the.