AccountId: 011433970860
ContactId: ba566252-c9ff-4f53-9a87-91c8f5b35092
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224360 ms
Total Talk Time (AGENT): 116951 ms
Total Talk Time (CUSTOMER): 99184 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/ba566252-c9ff-4f53-9a87-91c8f5b35092_20250403T15:01_UTC.wav
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[AGENT][NEUTRAL] With one of the years.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey, one of the esperanza del Baptis Como estado.
[AGENT][NEUTRAL] Mo.
[CUSTOMER][NEUTRAL] Being gray hueves.
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] Mhm it's tayamando referencia unpaciente unliente nosecommoyamalao condo condo toyamandolos tees.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Um, can I see the number.
[AGENT][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] I seburado. OK, ta corretotacorreto. OK, la seburado is ro de polia is crodos sero cuatro cuatro ocho nueve dos.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah yesama Clara Fuentes one.
[CUSTOMER][NEGATIVE] Do doce desincuenteuve.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK, does does.
[AGENT][POSITIVE] This in a single container perfect uh esperanza numer telephin and the lama sake estes connected.
[CUSTOMER][NEUTRAL] See Ocho says Cincore says 00 Cinco.
[AGENT][NEUTRAL] Linear erect over that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. much gracias esperanza and the other isamando paraa beneficios eel.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. The policy is effective apart the primero dedos inventionopoliaag tomenttiva.
[AGENT][NEUTRAL] And the cirque as beneficiary una verifictu it's just a disclaimer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Gracias.
[AGENT][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, the policecuresu maxiuidos making into Zoa desalano per personavis outpatient.
[AGENT][NEUTRAL] It's the cure uh services and ofina or clinical doctor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe to put a political battle.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, no palo ervicios and.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I wanna know projo uncopago the the noodrosillocureme measeso i come like wow nuncao deaparteoker yeahadolo milquiento.
[AGENT][NEUTRAL] Oh, is it ostejama decentro the diagnostic concise.
[CUSTOMER][NEUTRAL] Correo. I was like, oh my God.
[AGENT][NEGATIVE] No, no, no, no, it's a the culpe it's a it's a confund the, uh, no penssekesemasekemava the one the one so its like cla.
[CUSTOMER][NEUTRAL] No, nope.
[CUSTOMER][NEUTRAL] Oh no no no no I'm patient, mhm.
[AGENT][NEUTRAL] Perfect. OK, and they confirm all the beneficials. No, that your clan not beneficials that the medicine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So todo perfecto.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Obso la fe come on num the reference here.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. I'll go.
[CUSTOMER][NEUTRAL] OK, graciao, er, no, esotodo muchosima gracia [PII].
[AGENT][NEUTRAL] Get you.
[CUSTOMER][NEUTRAL] Queen I see, OK, you want [PII] bye bye.