AccountId: 011433970860
ContactId: c10e9f4d-a16c-46c5-9c2a-b89794415acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575330 ms
Total Talk Time (AGENT): 243523 ms
Total Talk Time (CUSTOMER): 185685 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c10e9f4d-a16c-46c5-9c2a-b89794415acd_20250519T14:05_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We wanted to hear.
[CUSTOMER][NEUTRAL] Oh in the look.
[AGENT][NEUTRAL] What was he saying you know what was coming the other way.
[CUSTOMER][NEUTRAL] He is on Mandelo yeah yeah reel mensa come up laartalo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yes, have it with you.
[AGENT][NEUTRAL] In.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Cerro and cinco er retrose.
[AGENT][NEUTRAL] the.
[AGENT][NEUTRAL] OK, so you male or er so peso telephone.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No I'm that's a cinco scientos fine telefono.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] and directors.
[CUSTOMER][NEUTRAL] That the.
[AGENT][NEUTRAL] an important sociopoli.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is just your sister and relax our queso al status over.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Uh, so yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] TN la Carta he is aim for the cirque dero de lamo associated as uh information.
[CUSTOMER][NEUTRAL] Hey, come on now, yeah.
[CUSTOMER][NEUTRAL] she's from the MNI.
[CUSTOMER][NEUTRAL] Policy number claim number reinco also.
[AGENT][NEUTRAL] Which it says for verification for perfect one MRI is so and a feature this he says then those may be to sinco correct.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. You see, in a car singergosle uh specifica mosque continuar process and clasesamo likesliacion the beneficio the surprincipal.
[CUSTOMER][NEUTRAL] On what?
[AGENT][NEUTRAL] Be done.
[CUSTOMER][NEUTRAL] Come on. Come on.
[AGENT][NEUTRAL] See, necess likes beneficios de principal.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It is so
[CUSTOMER][NEUTRAL] Laura bio mote helo lombio.
[CUSTOMER][NEUTRAL] Did I.
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] So and.
[CUSTOMER][NEUTRAL] Squander.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] So let's see I myself in the system uh.
[AGENT][NEUTRAL] OK, Aquino mosque se estan in linear processors and the process here one of the estos is a moan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That is yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What you work for.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] The bio to tell you I have like I mean er to maintain I don't get to bio eso.
[CUSTOMER][NEUTRAL] To come in. How many here now.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Burgos.
[CUSTOMER][NEUTRAL] Reina?
[AGENT][NEUTRAL] mosa on traffic laser the reflela questamos solicitan.
[CUSTOMER][NEUTRAL] Oh, you say oh seor gonna take you said.
[CUSTOMER][NEUTRAL] But so um I guess from the reso document.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct. I see nootros estamosa pea revis explicas beneficioslos solar conso principal poravorca the beneficios contraspecto is to servicios medical reso el quiros.
[CUSTOMER][NEUTRAL] Sipero mm to be tela people facts commo is a phoneo.
[AGENT][NEUTRAL] it
[AGENT][NEUTRAL] SES.
[AGENT][POSITIVE] Correct. I use the queloconosque to via as the momentuminola rela uh obsess.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][POSITIVE] See that's the better.
[CUSTOMER][NEUTRAL] But no, you have any document and I see you no.
[AGENT][NEUTRAL] Silo and uh nomas posing amenos que queolo depending on the quemo metoli and silos and porcorreoregular er osteopukitomas for latanosotros er sans will assist in my process.
[AGENT][NEGATIVE] Just a losses.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is it you said paclamiellounia were er is saber er cuandos and biocommos and bioe as used pue if you can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] She's like you look at aviar porque ia so much document so it doesn't hear me at the end on the don the via.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] his legs beneficio de losing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Naveen Gracia.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no like cuantoquera the
[CUSTOMER][NEUTRAL] There.
[CUSTOMER][NEUTRAL] Balance the Seguro.
[AGENT][NEUTRAL] Or.
[AGENT][NEUTRAL] OK, out delial maxirecientos encuentadolareloque delano.
[AGENT][NEUTRAL] And services ambulaios or maxim police lay in the covertura.
[AGENT][NEUTRAL] And the police are to maximum and milking into Zola desalanosque Treor demildosientos to the via this poles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, studying me.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.