AccountId: 011433970860
ContactId: b7682be3-2c65-4f23-830b-5b9af876e38d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417790 ms
Total Talk Time (AGENT): 114505 ms
Total Talk Time (CUSTOMER): 81018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/b7682be3-2c65-4f23-830b-5b9af876e38d_20250206T20:15_UTC.wav
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[AGENT][NEUTRAL] That's just been my American public life. My number is [PII].
[CUSTOMER][NEUTRAL] Uh, see the y is a very sima porian man on fax callingformacion de unapainte.
[AGENT][NEUTRAL] Um, no mandamos taxes pero the reviso nomosa cirques no depo.
[CUSTOMER][NEUTRAL] OK, the email is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] Yeah no so you used to nominate the left on it.
[CUSTOMER][NEUTRAL] Tell me.
[CUSTOMER][NEUTRAL] Uh, Norma.
[CUSTOMER][NEUTRAL] Yeah numerrosieres.
[CUSTOMER][NEGATIVE] Docite rese 0.
[AGENT][POSITIVE] My favorite number.
[CUSTOMER][NEUTRAL] OK, um, number is [PII].
[CUSTOMER][NEUTRAL] I la fechana sciento erroueveerrosiete de mil [PII] so.
[AGENT][NEUTRAL] Um, not Malala.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, la po pasaral departamento dental paqueos and paversilloue man that own facts you know travajonese partamento propoque conositaque um tradusir.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Querequela lineao.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the Spanish queue.
[AGENT][NEUTRAL] Hi, I'm calling on policy 2441704.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have the dental provider on the other line and I, I know we can do that fax back. I just didn't know exactly which one it was.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yes, that's.
[AGENT][NEUTRAL] I don't get dental calls that often. It's like once every 6 months.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] No problem, no problem. I can fax it over to the provider. What's the want me to speak to the provider, do that.
[AGENT][NEUTRAL] Um, she only speaks Spanish, um, yeah, let me, let me get on the line and see if, um, you can fax it over to her then give me one second, OK?
[CUSTOMER][NEUTRAL] Oh, OK, OK, so it's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Norma.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, gracias pores, um, so Tenemosa ang naina esiosequerequelemandenos unstasconos beneficios estapolisa.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Equal a number of the facts.
[CUSTOMER][NEUTRAL] Issieres.
[CUSTOMER][NEUTRAL] Do it.
[CUSTOMER][NEUTRAL] The the says no.
[AGENT][NEUTRAL] Cressieteie says unouebe.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Agoma.
[CUSTOMER][NEUTRAL] Uh, seria to
[AGENT][NEUTRAL] OK, one normal capacity when the yo banbier.
[CUSTOMER][POSITIVE] OK, mucha graci.
[AGENT][NEUTRAL] No bye bye um [PII], I have the fax number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you, can you tell me real quick which one it would be for this one just so I kinda.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It will be the um big low.
[AGENT][NEUTRAL] Big low and that you got that from like.
[CUSTOMER][NEUTRAL] The group number.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And yeah.
[AGENT][POSITIVE] OK and then yeah and then it says low on the OK that that helps me thank you.
[CUSTOMER][NEUTRAL] You're welcome. I'll get that fax over. And what, what was her name so I can attention to her.
[AGENT][NEUTRAL] Um, [PII] Do you need me to stay on the line with you while you do that?
[CUSTOMER][NEUTRAL] Um, no, that's fine. I can go ahead and get that faxed over though.
[AGENT][POSITIVE] OK, thank you so much have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too thank you bye bye.
[AGENT][NEUTRAL] Bye.