AccountId: 011433970860
ContactId: bd14dc54-5c72-4943-9068-39b10f02fc83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541940 ms
Total Talk Time (AGENT): 174950 ms
Total Talk Time (CUSTOMER): 283674 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/bd14dc54-5c72-4943-9068-39b10f02fc83_20250604T15:33_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] lower the contras.
[AGENT][NEGATIVE] Contreras come up.
[CUSTOMER][NEUTRAL] uh the group ID on the policy ID.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Policy is 0 C 00.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Contreras.
[CUSTOMER][NEGATIVE] Oh he's going to Cinco de whatever.
[CUSTOMER][NEUTRAL] Direction [PII] unosa size.
[CUSTOMER][NEUTRAL] Telefono resins.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] There is I mean nombrely group.
[CUSTOMER][NEUTRAL] Carolina at Kellygroup. US.
[AGENT][NEUTRAL] Check.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The ques.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is the question, the question of employees.
[CUSTOMER][NEUTRAL] And don't mean que one paperless uh they got el bill and and I got to.
[AGENT][NEUTRAL] And uh contreras de los dias in a los resi tatamento medical partque er resi system.
[CUSTOMER][NEUTRAL] Bueno uh queta aquiare Miami uh ring ring conquereasaka.
[CUSTOMER][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm just the canesita like a queer.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mware and reo.
[AGENT][NEGATIVE] Nothing to you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it says that I'm also a little bit of stuff uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] you know I see this in in March so.
[CUSTOMER][NEUTRAL] And don't know [PII]'s name if you.
[AGENT][NEUTRAL] And uh contreras de lamos um.
[AGENT][NEGATIVE] Nothing going in under history and system like cames we all go lamo.
[CUSTOMER][NEUTRAL] See on the PO box.
[CUSTOMER][NEUTRAL] The [PII] sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and no American public life PO box the quas in [PII] certo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's correct. As a direction of physical. I mean to a number of the facts you can put a number of facts to marapido.
[CUSTOMER][NEUTRAL] Elmo.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Solo or in a in a system.
[AGENT][NEUTRAL] and the PO box.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and so I'll go no teno I no no no no raji.
[CUSTOMER][NEUTRAL] The la.
[AGENT][NEUTRAL] See there's a for tournament motilos uh los documentos no yeah no sores.
[CUSTOMER][NEUTRAL] Cos.
[AGENT][NEUTRAL] He, he
[CUSTOMER][NEUTRAL] In a percussion.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] just learning forms.
[AGENT][NEUTRAL] A recorded apple porque no contest clamodobo clamo independentclamose in prelim proved claque.
[AGENT][NEUTRAL] It consists in the castle.
[CUSTOMER][NEUTRAL] She.
[AGENT][NEUTRAL] And so you uh but yeah ciao an intent and anterior and anteriorocaloor regular.
[CUSTOMER][NEUTRAL] Yeah, that's follow.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, OK, let me go.
[CUSTOMER][NEUTRAL] But do what other the run.
[CUSTOMER][NEUTRAL] They don't see.
[CUSTOMER][NEUTRAL] No, no, you don't see the end. Amazon. 00, OK, yeah, sure.
[CUSTOMER][POSITIVE] It's cool
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, uh, and to say walking is the mess here was that.
[AGENT][NEUTRAL] Eteo Julesa jamalosmente the silvi invialloor correlaal PO box intensest cirques and correo no solos and facts and the simple facts.
[CUSTOMER][NEUTRAL] electronico no.
[AGENT][NEUTRAL] Um, ausporiener on a cuentanest city lineaotambien uh laserciosa quelos like lasertamente.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Con con beneficials and principal you just a no porreo PO box the mentors you cuentos.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, OK. All righty.
[CUSTOMER][POSITIVE] Perfect and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm and confirmable telephone or fax is [PII].
[CUSTOMER][NEGATIVE] Well, the Quattro in trash.
[AGENT][POSITIVE] Yes yes, correct.
[CUSTOMER][POSITIVE] OK perfect yeah.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, it's OK if you can hear about me.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Yeah, she was a little.