AccountId: 011433970860
ContactId: be7ad02c-d7b2-441b-b950-f4e34aee7111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390269 ms
Total Talk Time (AGENT): 173200 ms
Total Talk Time (CUSTOMER): 199518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/be7ad02c-d7b2-441b-b950-f4e34aee7111_20250619T16:07_UTC.wav
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[AGENT][NEUTRAL] Bernardina graciapoyapelelaor conquito.
[CUSTOMER][NEUTRAL] Olabuno villas con Jose.
[AGENT][NEUTRAL] Mm when he come see acucha.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See, so tengua preunta mira tengo unseguro primario con United Healthcare unseguro the gap con American public life ecommiposa erlocturno recommendo on carrier testingrea cercomunte genetico.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, para embarraso porque elia barrio politico is camos er [PII] er 10 mijo and to me go quote the uh United Healthcare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero tengo unpago the lord and the cuentosincuentaolares porque aunal cano el decile era eraque American public life Tvertura so decile and 67.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what the facai le sing or delega sambare unicina vase pitalo on centredinao.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's the eso lo lo elicina no salon sangelicina del do torque no escaendo e logenbio on centroqueta in network con unitalama folds.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is [PII] centro de la oratorio or es que que que centrosse.
[CUSTOMER][NEUTRAL] Eun [PII] que es and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one is um sunumero de poliza.
[CUSTOMER][NEUTRAL] the polio er.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's a one
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's still
[CUSTOMER][NEUTRAL] Wait, no matter the payer ID or a group or call.
[AGENT][NEUTRAL] No, I say la parte they say outpatient cert.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Again, the patient is zero dostres.
[CUSTOMER][NEUTRAL] Cinco Tres Uno.
[CUSTOMER][NEUTRAL] T O M L E O.
[CUSTOMER][NEGATIVE] Yeah, no, no you.
[AGENT][NEUTRAL] OK, yes, OK, in mepover to um fashion as immiento de direction in electronico.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See feta scimiento titres de junio de milento Taotola Direxion is [PII].
[CUSTOMER][NEUTRAL] Inmicorreo electronic uno sealindo peropocertae arova peacci puntocele.
[CUSTOMER][NEUTRAL] I mean putta Pinacci arova credit card [PII] oh Jose Pinacci size.
[AGENT][NEUTRAL] OK, Maultimo I'll list it down.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] El Segundo and the credit card capital mhm OK gracias um telephone and cascalajamaa.
[CUSTOMER][NEUTRAL] It's the one, yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claroino says [PII].
[AGENT][NEUTRAL] OK, gracias. OK.
[AGENT][NEUTRAL] OK, I'm fisque to guarpagos in verificturaetapoliase aria supplementaria, um, but no sotro pagar uh la can encasaraca de lecopase in casa provada porsuro majoritario it caser unservicio quecurimos um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It medicamente ario um local um alconiolo no mogo telefano peropo cirque siloa lela preva elica doctor on labor the beneficio prevas not beneficio paralavisita aldo pro beneficio parala prevalo.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes tausheto all of beneficios ambulaio de do mildore poranoor personaorano.
[CUSTOMER][NEUTRAL] OK, OK, and to say eirer solovara confirm our uh united healthcare eno systemma er taocomo medicamente the guerriodaque talent e barrio e la rason is er pornoval can noel cansava unel el desir in a secao devise it correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, parcel port informacano sisao que cuarto uh lee no podemojatiana telefa pero quantum biformacion via desmogoquele per al basalacan nose.
[CUSTOMER][NEUTRAL] OK, in a consulta, er, prose ento ye pago ilvegore mbolso or la lolaoratorio has an el filing director APL.
[AGENT][NEUTRAL] Mhm, OK, para loques todolos serviciosquecele uh daste proveortienes do hoses ora lata servicio paraqueo being a reclamomento moamentosolaund er ques the repenteo not a system um seguroario silotemanda unest the relamo remor so that's a laund.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Bisimo a spectacularcias.
[AGENT][NEUTRAL] Then strata in [PII].
[CUSTOMER][NEUTRAL] No, so.
[AGENT][POSITIVE] Then I like gracia formarape like a one.
[CUSTOMER][NEGATIVE] Not the most at all.