AccountId: 011433970860
ContactId: bf16f969-3111-4e79-adbd-a15989fa5618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297760 ms
Total Talk Time (AGENT): 101895 ms
Total Talk Time (CUSTOMER): 199276 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bf16f969-3111-4e79-adbd-a15989fa5618_20250117T20:54_UTC.wav
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[AGENT][NEUTRAL] We want to start.
[CUSTOMER][NEUTRAL] So it's not it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All I wanna start.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] that being Gracia [PII].
[AGENT][NEUTRAL] Itoibe and Gracia Adios.
[CUSTOMER][NEUTRAL] And so I think something else.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's the regenola.
[CUSTOMER][NEUTRAL] Vao in o porqueo ami.
[CUSTOMER][NEUTRAL] Dean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I que quelatao medicine que quetengo yoque personalmente yamalo house mandale recio de loqueostoy pagando para can memande unche ami conro say no no megatatata and el medio.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Euma de la poli ape Lley.
[CUSTOMER][NEUTRAL] How come I like uh they have.
[CUSTOMER][NEUTRAL] In in group number.
[AGENT][NEGATIVE] Uh, apajoar an outpatient hospital the sad.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In hospital, uh, see, they say.
[CUSTOMER][NEUTRAL] Perodo
[CUSTOMER][NEUTRAL] Cincoiete Ocho.
[CUSTOMER][NEUTRAL] Those, those.
[CUSTOMER][NEUTRAL] A mama.
[CUSTOMER][NEUTRAL] Ele de Leon.
[CUSTOMER][NEUTRAL] Cie.
[AGENT][NEUTRAL] OK, you, you call slip.
[CUSTOMER][NEUTRAL] OK, that's so that.
[CUSTOMER][NEGATIVE] erro cuatro vento mio esciento no.
[AGENT][POSITIVE] OK, gracias rexion de la casa.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, gracias equal in the telepino.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Perocho says Ocho cuatro tres cuatro.
[AGENT][NEUTRAL] Eno name musting on email Kiria on email and sta.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ok, cooleria minolimiiapeido enolavaao.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Palaver card is [PII].
[CUSTOMER][NEUTRAL] OK, uh, then if you got it correct.
[AGENT][POSITIVE] OK, gracias.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so those of beneficials.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK. And it's the Sialdoor.
[CUSTOMER][NEUTRAL] OK, and then see see the floor.
[AGENT][NEUTRAL] Or like consulter. No, I beneficials for a consultant.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Cuandoval door.
[CUSTOMER][NEUTRAL] Oh, is it, but I guess I'm gonna.
[AGENT][NEUTRAL] And on Adelante.
[CUSTOMER][NEUTRAL] There.
[CUSTOMER][NEGATIVE] See no they got peron.
[AGENT][NEUTRAL] Sidoor yeah is also promientotratamiento and alteina.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I want to see them.
[AGENT][NEUTRAL] I beneficialserpola consulta del copago for consulta.
[CUSTOMER][NEUTRAL] And the beneficial.
[AGENT][NEUTRAL] Estepolisaokubreel Copagoor consultas.
[CUSTOMER][NEUTRAL] And and.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] OK, so then I guess I como prosemiento como.
[AGENT][NEUTRAL] Come on proba diagnostica orrooido.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] OK, solamente erasegura queo metano que segua.
[AGENT][NEUTRAL] See nose porque is this nolo except that it's a polia.
[CUSTOMER][NEUTRAL] See, the simple symboli.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] We'll see
[CUSTOMER][NEGATIVE] No, OK, no [PII] gracias.
[AGENT][NEUTRAL] This laidarla I alsar.
[CUSTOMER][POSITIVE] No, it's gracia.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, gracias by your maraeli. Keep us in semana.
[CUSTOMER][NEUTRAL] OK, he doesn't work. I think it's bye.
[AGENT][POSITIVE] Good bye