AccountId: 011433970860
ContactId: ba27c213-a8e5-431b-b349-459ccb92e8ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1122800 ms
Total Talk Time (AGENT): 457010 ms
Total Talk Time (CUSTOMER): 478299 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ba27c213-a8e5-431b-b349-459ccb92e8ab_20250520T15:52_UTC.wav
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[AGENT][NEUTRAL] When one of the years pojana [PII].
[CUSTOMER][NEUTRAL] Do you wanna start this.
[AGENT][NEUTRAL] On a Saturday.
[CUSTOMER][NEUTRAL] The toyo porque tengo um tengo una uenta so er um remors.
[CUSTOMER][NEUTRAL] Just to.
[CUSTOMER][NEUTRAL] OK um.
[AGENT][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's an outpatient with that.
[AGENT][NEUTRAL] I yes.
[CUSTOMER][NEUTRAL] Peros recite.
[CUSTOMER][NEUTRAL] You know cite cores MA.
[CUSTOMER][NEUTRAL] L
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you know Arilaga.
[AGENT][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] A [PII] resore resin.
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] Eoino [PII].
[AGENT][NEUTRAL] electronic associlia.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You look at the.
[CUSTOMER][NEUTRAL] Um, Erijaga Palm Medical centers.
[AGENT][NEUTRAL] Muchas verific used to correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. Sea jaga a sitting for like to documents.
[AGENT][NEUTRAL] The natural is their PO box getamin including geta also you said at porte de cuentainiao.
[CUSTOMER][NEUTRAL] Elano nosequenotra la cuento.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] In a aviarla contant or ujalavia or nolavia creat a.
[CUSTOMER][NEUTRAL] Mosaban noseorca.
[CUSTOMER][NEUTRAL] Ere talking in laca.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] See you ta secure punto I'm a public punto.
[CUSTOMER][MIXED] OK, peronolo el app store laodor.
[AGENT][NEUTRAL] I yes, not the I was on a one una una.
[CUSTOMER][NEUTRAL] Oh, OK, but inside, OK, yeah so on calling my website delte osa ella store but no.
[CUSTOMER][POSITIVE] So ano arra secure.
[CUSTOMER][POSITIVE] Secure
[CUSTOMER][NEUTRAL] I am public.
[CUSTOMER][NEUTRAL] Hong Kong.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Log in, OK.
[AGENT][NEUTRAL] Perfecto cona login a new user and it said this new user e de la sins la primera. I'm an interview with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK damn it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I keep on new user, uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's prime.
[AGENT][NEUTRAL] And yes.
[CUSTOMER][NEUTRAL] OK, and so I'm just thinking where on the name for [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So sero seguro social no include your member ID member ID no er no nose project system and no loos.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see [PII] from sin and uh just uh enostroma solamente est person introsinacion.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's not the police.
[CUSTOMER][POSITIVE] OK, perfect. So the key.
[CUSTOMER][POSITIVE] And fast water.
[CUSTOMER][NEUTRAL] [PII] Eliendo Este.
[CUSTOMER][NEUTRAL] Yeah, text message, phone number, so I help me [PII].
[AGENT][NEUTRAL] See lo lo quesa asciendo is uh un levio de authenticacion as telephone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But like you said a system uh this was this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so I'll keep the go.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] OK, I'm so so I didn't I call you.
[CUSTOMER][POSITIVE] Perfecto just to yaylito soul and reco recommended tenola uh-huh.
[AGENT][POSITIVE] Excellent. I would.
[AGENT][NEUTRAL] No, no, Lea Lease in alado and Lugar uh.
[AGENT][NEUTRAL] This is my claims or file a claim?
[AGENT][NEUTRAL] I use the elect.
[CUSTOMER][NEUTRAL] Um, claim, claim form.
[CUSTOMER][NEUTRAL] Don't start claim form.
[AGENT][NEUTRAL] Mm, click a ego commo upload documents. I used to click evapos is suviosos.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The aquista or low documents aa una preunta er.
[CUSTOMER][NEUTRAL] Joancuentroca West.
[CUSTOMER][NEUTRAL] Ploloqueloca solamente and losses.
[CUSTOMER][NEUTRAL] Uh locopagos queer sing embargo este joloage.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I say it er it's it.
[AGENT][NEUTRAL] No, not in it.
[CUSTOMER][NEUTRAL] OK, and tengo este it tango er tapelaque on the persona you er este el el detail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so it says lopeopage mael explanation benefit because no unalloqueo page cono and a tengojunta tengo um urgent care your free and urgent care mini secao toagena and toes pojonoes tolopola.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Chile.
[CUSTOMER][NEUTRAL] Medi quetenia er queer or CPT algu tengo el bill el explanation bill a detail bill no albeit uniforms.
[AGENT][NEUTRAL] Yasuhiros in um [PII] in [PII] fatal informacion leva de harsaber.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Casino osinoleva and negalamo is explicel porque.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK, they say.
[AGENT][NEUTRAL] They
[CUSTOMER][NEUTRAL] Per don't see no no no no no.
[AGENT][NEUTRAL] OK, parapoderno process and reclamovajosapolisa necessitamos dos documentcumentos numer uno untaer una cuenta cancluformaclo service or cividos.
[AGENT][NEUTRAL] It and biosos diagnosticoal description no porque locoma so he has a goal a momentiusquelala and toes er el motis porquesecayo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Luegole NSA and oral ultrasono or algunaosekis para quenoroto etc. etc. that its essdis de pro sedimento yeah el cido are que suo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Aparthe is a document we included a telecadimensional necessitamos likeslias in the beneficiosqueba uh confiranos and ass la parte applica commodedule copagooseguranza de eso servi revisovi.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Shea documentacal care a servi el pasal nos la pueda serge queue er revisa.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, I, uh, decolo establice police.
[CUSTOMER][NEUTRAL] Mm, OK, so asado loqueo me on that on account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Eeneneste detail bill peop pedi sale la decryption so salelo cargo salelo coos er isale queosal detail la decrypion decarosamiento Aquino sale on no people.
[AGENT][NEUTRAL] Mhm. Uh-huh.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Elnao no esta este inte documentcuo quemanda.
[AGENT][NEGATIVE] No, I no any description que que suvia uh ua pororaida.
[AGENT][NEUTRAL] All concion.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, the.
[CUSTOMER][NEUTRAL] No, there's no go get the CPT the loque para er loqueyage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He likeslicaina beneficios know this respecto I mean.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Uh, no, the following document request for [PII] the I don't know a numberrenija medical account number donbe and and urgent career, namas no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] And yeah.
[AGENT][NEUTRAL] Mosecao uh portonia communicamenteconos medical ladi on oil la acilia on the tele solicitor queer deforma el diagnosticoso de diagnostico paraoero medicals.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oo es una um ellata summar de la visa.
[AGENT][NEUTRAL] OK, la la vialgoer machela uh pardon.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So we have retendida the video uh of evista the equis the video to una concionaida alga not no.
[CUSTOMER][NEUTRAL] Uh rosi the hemeraki.
[CUSTOMER][NEUTRAL] In the he still in control.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] E oka.
[CUSTOMER][NEUTRAL] OK, but I I got like for myself.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, oh, this again, open my chart.
[CUSTOMER][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Um, OK, they say anota, uh, don't the second [PII] is the one the woman that is [PII]ocuo optoque origin here.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] That's yes.
[CUSTOMER][NEGATIVE] And documentcuo um no moral Orlando Hill and orthopedic institute the mm the gencia on walking porque no mejora on the the pole el left footer um come on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Communa samosal yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] A kitengo documentcuo que tengo el donde fuela cantida.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like it's on the the local lepo Sierra. I toss to maintainual explanation they'll bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The thing was to informacion.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Loniquetengoes locamilia la cantiaro que sepago loquejo um loquejo toe que paga condori no demons that's a desos.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, uh.
[CUSTOMER][NEUTRAL] Ale Nombrela Nina.
[AGENT][NEUTRAL] OK, memeaqueesusocumentosquebeaisson los cargos de de lugardo de le brinar on lassolata leo gain.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Thing walking walking on la visa el que explanation of benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or nombre the doctor callingacion.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] EDA cervio home medical equipment and also uh loan covering.
[AGENT][NEUTRAL] Uh-huh. So the rest.
[AGENT][NEUTRAL] To esto er scutesist ala emergena.
[CUSTOMER][NEUTRAL] Mm, no, no sort of primo salemergencia el no primo jalegencia finales deerrero.
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is esto sequela jora say the city mojira untopedico degen.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][MIXED] Ojo.
[AGENT][NEUTRAL] [PII] er via establimentosaaraga el necessitamosel bills desico sipsos and el algunataque specificel porque toquetamento me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] description de diagnostico.
[AGENT][POSITIVE] Epica the beneficios semen in the beneficios de labota.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sine embargo er er unaves custo tena el codio de diagnostico or la primeravicita.
[AGENT][NEUTRAL] Uh, the foramen banitadi desico para loqueslabotaorquesoner is es un trotamiento que residio desue de la visa initial queue la visa and labergen.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][POSITIVE] Correct, I see.
[CUSTOMER][NEUTRAL] Any thing done.
[AGENT][NEUTRAL] See [PII] de la la pajina the principal scial reclamos and scio process house but access oper access was informationsino secomunicao recommended.
[CUSTOMER][NEUTRAL] It's on the program.
[AGENT][NEUTRAL] Parales solicit coms.
[CUSTOMER][NEUTRAL] OK, OK, quelotengale do uh they and my claims don theta of low files lomando unavequeste approval onegalcommos er move on email or
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] El systematine automaticado um um umensa levatele unabs process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] process masa el el.
[CUSTOMER][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Calala finals.
[AGENT][NEUTRAL] CS keneesitamosal documento extra or see no sepago devido uh akisoyemotivo or loquesepago solamenteerta the video I kisoyemo.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. And does a boaa cara do notta is la huosergar er in comic.
[AGENT][POSITIVE] Excellent. I'll go.
[CUSTOMER][NEUTRAL] Mocha gracia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, no, no idea.
[AGENT][NEUTRAL] You mean the processing.
[CUSTOMER][NEUTRAL] You want