AccountId: 011433970860
ContactId: b9397be2-6047-4212-befa-4f2071eda8a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1477109 ms
Total Talk Time (AGENT): 169759 ms
Total Talk Time (CUSTOMER): 151120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b9397be2-6047-4212-befa-4f2071eda8a9_20250130T14:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] But gracia [PII].
[CUSTOMER][NEUTRAL] See one of the I mean no alex loans.
[AGENT][NEUTRAL] You coming apo around yeah.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] See you go gari una cuenta er pero no no they have no.
[AGENT][NEUTRAL] OK, go ahead no matter the report sir.
[CUSTOMER][NEUTRAL] Uh, our patient benefits.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEGATIVE] Cerrocaso.
[CUSTOMER][NEUTRAL] Ogena cuarentaiete uno.
[CUSTOMER][NEUTRAL] M L O.
[AGENT][NEUTRAL] OK, in telephone and calama connect.
[CUSTOMER][NEUTRAL] Siocho face face erodosinue noa cuatro.
[AGENT][NEGATIVE] OK, poveras who fashion as immiento direction correo electronic.
[CUSTOMER][NEUTRAL] Noviembre Cinco demino deciendo so Tao.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Elaionochocincotre [PII].
[CUSTOMER][NEUTRAL] The electronics Alex relobajo lies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Renglombajomientotayocho aroa yahu punto.
[AGENT][NEUTRAL] OK, como de la rea lies or liete.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] LE
[CUSTOMER][NEUTRAL] A F J E
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Le
[AGENT][NEUTRAL] OK, how may I end.
[AGENT][NEUTRAL] OK, cuando jeal punto the the rese queloquesta it's like elequelesano.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] like foracion no it's like a
[CUSTOMER][NEUTRAL] Lucky
[AGENT][NEUTRAL] OK, uanosesarean.
[CUSTOMER][NEUTRAL] They said.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Numero squadro called demijo.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] No, no, it's, it's done in Lugar incorreto so, OK, cuando baya traves a new user by preciio de la pajina by a new user.
[AGENT][NEUTRAL] You guys go ahead on the individual, individual.
[CUSTOMER][NEUTRAL] Moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, congoque individual, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And an individual which are insurance OK.
[CUSTOMER][NEUTRAL] Yeah, that's your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The [PII] um.
[AGENT][POSITIVE] No, it's nice so.
[CUSTOMER][NEUTRAL] It's [PII] I be the world.
[AGENT][NEUTRAL] OK, one thetapiendo and numero um.
[AGENT][NEUTRAL] The, the, the segurostapo seguro nosta in no time for ma correct.
[CUSTOMER][NEUTRAL] No uh no.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Maybe the numeral.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Oh, member ID.
[AGENT][NEUTRAL] Uh, member ID and it was uh it's the group on the member ID, so serum.
[CUSTOMER][NEUTRAL] Yeah I do solo a you.
[AGENT][NEUTRAL] No, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct, same thing.
[CUSTOMER][NEUTRAL] No [PII].
[CUSTOMER][NEUTRAL] And she called demicasa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So it's a guy.
[AGENT][NEUTRAL] OK, they loquepasa moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said that on a computer or some laptop or MacBook.
[CUSTOMER][NEUTRAL] And cellular.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and how much you you going to say about the mental in the problems. OK, a moment deep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[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] OK [PII], um, no, um, no no problemmajainteno traves is ipaso um [PII] traves, um, sargasierretolo [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In 3 months.
[AGENT][NEUTRAL] See [PII] and [PII] yes [PII].
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] I am a public [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Breita.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] We also
[CUSTOMER][NEUTRAL] Yeah, the last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a lot though how you.
[AGENT][NEUTRAL] Yes, [PII], correct?
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social Security.
[CUSTOMER][NEUTRAL] Social Security.
[CUSTOMER][NEUTRAL] Put in zip code.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, put [PII] name yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] So no, um, cigar direction is del Paso can important symbolo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I let specific as you havevajo um.
[AGENT][NEUTRAL] Una una majusculas unnetaminuculas unumero un uh symbolo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can total Osho or mass no.
[CUSTOMER][NEUTRAL] Yeah, yeah, put truck.
[AGENT][POSITIVE] OK, perfect. OK Lapo I go ma.
[CUSTOMER][NEGATIVE] Uh, no, no, no application.
[AGENT][NEGATIVE] No, no, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Isa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, I want gracile.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] No.