AccountId: 011433970860
ContactId: c26b8998-8a2f-47f9-9bb5-1b5d081452b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1384130 ms
Total Talk Time (AGENT): 668693 ms
Total Talk Time (CUSTOMER): 658873 ms
Interruptions: 10
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c26b8998-8a2f-47f9-9bb5-1b5d081452b8_20250306T21:01_UTC.wav
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[AGENT][NEUTRAL] We want this.
[CUSTOMER][NEUTRAL] Buenos Tardes Oto. This is [PII] in the cancer department. How are you today?
[AGENT][POSITIVE] Hi, [PII]. Very good, and yourself?
[CUSTOMER][NEUTRAL] OK, I'm good. Well, I need to to call one of my insurers, and, uh, I think I have her on the line, but she doesn't speak any English, OK, um, she said, uh, espanol, and all I need to tell her, I know a little bit. I said umamento and she said see so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got you. What's the policy?
[CUSTOMER][NEUTRAL] OK, so the policy number is 183.
[CUSTOMER][NEUTRAL] 531 9.
[AGENT][NEUTRAL] Alright, let me pull that out, just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I mean, at least you get the best part, you know, like, hello, how are you?
[CUSTOMER][POSITIVE] Yeah. Yeah, I know how to say hello. I know how to ask how you, how are you doing today? You know, I know a little bit, a little bit. Mhm.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] But I look, I always pronounce the name [PII] wrong. When I first walked in, worked in the doctor's office, I had [PII] laughing at this. I said, I called the patient's name. I said, [PII] and the whole, and the whole office fell out laughing.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They was like, no, it's [PII]. I said, oh I'm so sorry.
[CUSTOMER][NEUTRAL] All right. So I'm gonna merge her and then I'll tell you um what I need you to tell her. Um, OK, so let's get her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ms. [PII]. Yes.
[CUSTOMER][NEUTRAL] OK, so I have a Spanish speaking representative on the line who's gonna translate for me, OK? Thank you. You're welcome. So go ahead, go ahead, [PII].
[AGENT][NEUTRAL] So you go to? I'm sorry.
[AGENT][NEUTRAL] Uh, uh, I was about to introduce myself if you don't mind, um, so [PII], I wanna start.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I need her to verify her date of birth and physical address.
[AGENT][NEUTRAL] OK, uh, [PII] look chemitalo esquea verificoravor fechasimino i direction.
[CUSTOMER][NEGATIVE] But don't give me some give meamando.
[CUSTOMER][NEUTRAL] It's intending.
[AGENT][NEUTRAL] See no so some of the American public life insurancetino polio.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] And ami companera regina estava and reorora deurda Berifique suzi reion iso fechana cement.
[CUSTOMER][NEUTRAL] My and meexto print, you know, place a place el paso teta ie and pea and scimiento.
[CUSTOMER][NEUTRAL] Um, so I mean nocientosertecinco.
[AGENT][NEUTRAL] Per perfectounum telephone callseria [PII] sin nomolestae su electronico per.
[CUSTOMER][NEUTRAL] OK, with tele phone on a quince say rea tete.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Perfect. Your electronics.
[CUSTOMER][NEUTRAL] So yeah, he.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Cursorreya to come.
[AGENT][POSITIVE] Perfect. So per unit commune aina verification [PII].
[AGENT][POSITIVE] She already verified her information and everything seems to be correct in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, OK, thank you Oel. So what I'm calling to let her know today is she had an increase in her benefit, so she bumped her, uh, lump sum one time cancer payment from $5000 up to $10,000 on [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm letting her know I'm only gonna be able to pay her the 5000 because according to her policy certificate in the section that says changes to coverage, it clearly states that if there's an increase that is subject to preexisting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that other $5000 is subject to preexisting and I'm gonna send her a list of treating physician form for her to fill out for me to be able to investigate preexisting for that other $5000. So at this time we're only gonna be able to release 5000 to her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you go again, please? Cause that was a lot of information, you know.
[CUSTOMER][NEUTRAL] OK, I know it's a lot, it's a lot. So I'm, I think this will be easier too. Hold on, let me see here. Let me pull this up on another screen and.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I got the part that is that she's gonna receive an increase of benefit, uh, a lump sum of $5000 due to um
[CUSTOMER][NEUTRAL] Right. So here's her, uh, I think this will make it easier. So her original, her, her, her effective date with us was [PII]. So she's been with us long enough that pre-existing technically should not apply because she was just diagnosed with cancer on uh [PII] of this year. However, because she increased when you make a benefit change, sometimes it is still subject to pre-existing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So according to [PII] we're able to pay her and not hold up that old 5000 that she had, but she cannot get the new increase, the additional $5000 until we complete the preexisting investigation on that portion.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I think it's a, it's a, it's, is, is a bit uh a bit clearer now. Um.
[CUSTOMER][NEUTRAL] That makes sense?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Her policy begins with us on [PII] and um
[CUSTOMER][NEUTRAL] So look at, so pull up her, oh.
[CUSTOMER][NEUTRAL] Yeah, and look at how I paid part of her claim. Go in there and look at maybe that'll help you see it too pull that last claim up. I'm not finished with it yet, but um you'll see how I split it.
[AGENT][NEUTRAL] Yeah, the one that ends in 1936.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, I see there is a.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] And you see how it split that? Mhm.
[AGENT][NEGATIVE] Yeah, I see those $5000 have been paid. Also there's two denied cos. Mhm.
[CUSTOMER][NEUTRAL] So the other 5, yeah, the other 5 I'm gonna have to deny for pre-existing because according to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, she increased that benefit to 10,000 on [PII]. Therefore, from [PII] to her diagnosis date of [PII], she's not been effective under that new policy increase for one year, so she's subject to preexisting for that new increase amount.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That additional amount of 5000.
[AGENT][NEUTRAL] And that additional amount, it will be paid to her.
[CUSTOMER][NEUTRAL] After we can if, you know, if she's found to not be pre-existing, it's gonna be paid to her um uh because she has to send back the list of treating physician form for me to be able to investigate. So if you go and pull up her policy certificate, that'll help you probably better understand to pull that policy certificate up and go to changes to coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm about to write an email.
[AGENT][POSITIVE] Perfect. [PII] to keep with your troussela you mejo you want me to pull up the policy, uh, the newest policy, right?
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, it's absolutely the newest one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I got the certificate here in front of me.
[CUSTOMER][NEUTRAL] And um you can do controlF if you want to and you can put in changes and it should take you to the section that says changes to coverage.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, mm, I don't say I don't know how to do that part.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the changes.
[CUSTOMER][NEUTRAL] Well just
[CUSTOMER][NEUTRAL] Will they let you do, uh, will they let you do control F? Will they let you do control F?
[AGENT][NEUTRAL] What should be, oh yeah.
[CUSTOMER][NEUTRAL] And then put in the keyword changes, uh huh. Now go to that, go to that second paragraph that says if any changes to the coverage after the certificate.
[AGENT][NEUTRAL] Oh, there it is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Results in an increase.
[CUSTOMER][NEUTRAL] And keep reading that and it goes down it'll tell you um that uh pre-existing condition limitation for such increase will be based on the effective date of such increase.
[CUSTOMER][NEUTRAL] OK, so that's what's going on. She increased it on [PII], so from [PII] to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That policy any policy has to be in effect for one year for it not to be subject to preexisting.
[CUSTOMER][NEUTRAL] So we're not gonna keep her old $5000 benefit from her. That's why I'm releasing that, but she won't be able to get this additional $5 until I conduct a preexisting investigation.
[AGENT][NEUTRAL] And the investigation will begin once she submit the documents that you're gonna send to her, right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, and we're gonna investigate, so don't tell her you know we're gonna pay because I, I, I have to investigate to see if it's gonna be payable, right, mhm.
[AGENT][NEUTRAL] Yeah, no, no, no, I sort of
[AGENT][POSITIVE] Absolutely. OK.
[AGENT][NEUTRAL] Let me start.
[AGENT][NEUTRAL] [PII], er, this good the the the coinalacquesa de la majoerform companera er regina queer, the vida quesocomo el primero de nerolos milte avia una clausula.
[CUSTOMER][NEUTRAL] Same.
[AGENT][NEUTRAL] The preexists, yeah.
[AGENT][NEUTRAL] Lanovadores embargo vidoque el diagnostico cusoue er in estanosinosoes is a beneficio seva I incremental beneficio momentosinindolas beneficio seva incrementa sine embargo tenermi companera leva sergio unalist uh er uneharaccuteine queenar contolos medios.
[AGENT][NEUTRAL] Uh quelandretado contraspectoa assuodiagnostico e unabesque teno and BS informacremosaigation parapoel terminals to acido perexistent you know um.
[AGENT][NEUTRAL] Me inform my uh uh aero le le elcambio the plan.
[AGENT][NEUTRAL] Uh, he is a kid on the que el plan permit.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] on the 2 days.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry, can you once again tell me exactly where is the part that I have to read to her in regards to the changes of the policy? Um, I'm, I'm in the changes right now. I'm, I'm in the section with the changes.
[CUSTOMER][NEUTRAL] OK, so go to that second paragraph that says any change to coverage. I would read all of that and when you get down because it clearly tells you pre-existing condition, I will read that whole section right there, just the second paragraph.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This is right as right where it says change of plan after the initial enrollment, the plan select, is that right? No.
[CUSTOMER][NEUTRAL] No, mm mm mm mm, it is, let's see here, it's the one, let me, let me pull it back up because I made a copy of it. Let's see here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That we all changes to coverage. So what I'm gonna do is I'm just gonna um IM it to you so you put put that screenshot that way um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You'll be able to see what I'm talking about.
[AGENT][NEUTRAL] Well, and and cer sum garcia lo que companera retairnos or reta delete esque el el beneficioquisteva a resci and humos is sindola de in embargo aunaparques.
[AGENT][NEUTRAL] Queseva uh a revisar pero er bamosa sitar and document queer.
[AGENT][NEUTRAL] When I quesote la nos medios er quere er innos and being informacionotrodamosel e des poo seva determinar er el incremento and el beneficio subpolisa.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I mean I mean meladoalin I mean yeah ladoalin maybe a dish well no you have yeah get me contesto see medijoquevia on beneficio the this milor primerave.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So unaa solaveza um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, per maser, nose one name spiarles mandolos papeles soosequelaspoliasue.
[CUSTOMER][NEUTRAL] Yes, I como travajano here.
[AGENT][NEUTRAL] Mhm. So you see,
[CUSTOMER][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] See, is el el el beneficio is el beneficio garcia sine embargo er mole mention er the the noosque start seguros de que estre beneficio seva pagar de la for my correct que paso esque celeva el pago initialesindo la reform pan junto el pagoe.
[CUSTOMER][NEUTRAL] Sores
[AGENT][NEUTRAL] Equategenes informacion decordolos mediostensenvia sing informacionovamento sotros but so congama and contacts medics you.
[CUSTOMER][NEGATIVE] Yeah, yes, it's pela loss.
[CUSTOMER][NEUTRAL] A yellow one or yolosaa.
[AGENT][NEUTRAL] Correct, you see, see, no, uh, no sine vachae unabsque the tea posttenola as you got nonamente nootros er no for contact to coneuss corroramos information [PII] depose sentences esque el el beneficio back and beer el el locute that via indi ante German.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Look the me, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] When que quesiga culo que la compass.
[AGENT][NEUTRAL] Me
[AGENT][NEUTRAL] It's it's part is is part of the the the certificate the police assisted inexes so anesttroitin used the pues car certifica ote put in contrast comuna enca so el el el incremento del beneficio de cuerdo aa clausulla.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I see you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, like a car game.
[AGENT][NEGATIVE] Get quelo la diagnostico no preexistent queloquepaso el el el beneficio solamente desincominola desorque er CS prexistente condusteinela a conduoptula poliosis las polias er tiering is a clauslai tea so no la.
[CUSTOMER][NEUTRAL] OK, I, I
[CUSTOMER][NEUTRAL] Hey Clara.
[CUSTOMER][NEUTRAL] Plano and ciendo peroques when was your yole mandole for Josequenoa tengo plexistenteo lo poquito as sierra.
[AGENT][NEUTRAL] And but it's.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Correct, to see is is is essela for manquela poliaseman has escomosine era nosoita preunta.
[CUSTOMER][NEUTRAL] Esta.
[CUSTOMER][NEUTRAL] Claracay.
[CUSTOMER][NEUTRAL] Well camino esque porque speleo la zuda sipue noon desconoscotoest the process lapidasquesto desa fortunadamenteutilanguzo nalasquero liar.
[AGENT][NEUTRAL] La
[AGENT][POSITIVE] Got it, got it.
[AGENT][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] And to deconostotalmente to of prosemento camino post parliament can do that's per yo.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] No problem. I give my.
[CUSTOMER][NEUTRAL] Oh you got it for correo or but [PII] or electronico.
[AGENT][NEUTRAL] Eladoacion.
[CUSTOMER][NEUTRAL] OK, I see you.
[AGENT][NEUTRAL] Uh, [PII], the documents that you can send to her, uh, are they gonna be, um,
[AGENT][NEUTRAL] Email or is it gonna be paper?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can email it to her if it's easier for her as.
[AGENT][NEUTRAL] Pyroste mail electronico or repa.
[CUSTOMER][NEUTRAL] Because you verified her email.
[CUSTOMER][NEUTRAL] Alcorro electronico que queles corrode. I used to be in a quetengoosque. I, I almino and bien les pueorreviarla documentation.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] The Silao, uh, [PII], uh, she said it's OK to send it to her email. Uh, I will verify the email and the email is correct. Uh, she just wanna know.
[CUSTOMER][NEUTRAL] Preonto
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just, just let her know not to return it back via the email she has to fax it back or mail it back and that fax number and mailing address is on there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Perfect. Yeah, that's, that's, uh, that was her question as well uh if she can return those documents directly to the email, but I'm gonna let her know that it's not, it's not possible. um, so you know [PII] no this a forunamente er, no pur purlo systemma desmos de la compania er muchos er correo condo entrancerrabota in no no and Isla consejo que mejor unabsque resloo el telos in prime.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I faxor reregular or in excessitinlo peo vie.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] When ajo is una.
[CUSTOMER][NEUTRAL] Una cuenta cones aimed the salit.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Codalos
[AGENT][NEUTRAL] See lao.
[CUSTOMER][POSITIVE] OK, perfect. So no, I mean.
[CUSTOMER][NEUTRAL] See, see, I, I eat lemon they almost apele enough to me you know.
[AGENT][NEUTRAL] See Claro oeso process queloquesan loquesan er pagando lo loquesformacion.
[CUSTOMER][NEUTRAL] OK, we will.
[CUSTOMER][NEUTRAL] Revisan, OK.
[CUSTOMER][NEUTRAL] Moen.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, but it's polo pronto, no.
[CUSTOMER][NEUTRAL] The gray go asking my wife format.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII], do you have any, any, any other information you would like to know, um, would like to give to you.
[CUSTOMER][NEUTRAL] No, that's all, [PII]. That's all. Mhm. That's all.
[AGENT][NEUTRAL] Cause you don't have any more questions.
[CUSTOMER][NEUTRAL] OK, and and primami documentcomo silosjevo con loss come when nose noseque I mean the pero unoilmandoon colo nose kingalquera que queloje.
[AGENT][NEUTRAL] As yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the queer con con er el primeroque diagnostico.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] When, er er el el queo perono diagnostico el mando apatalo here baby me me me mi mi masa ilve go.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the loo quetengolo de patolojia queen porque troacion.
[AGENT][NEUTRAL] Uh-huh. Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] And toques do that.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, recer la la opero.
[AGENT][NEUTRAL] He el elle noise and no el la la re.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I see.
[AGENT][POSITIVE] Correct, the onesorecas are gonna use us.
[CUSTOMER][NEUTRAL] Well, studying.
[AGENT][NEUTRAL] Not a factor.
[CUSTOMER][NEUTRAL] Nose nosepares by but look at they deconosto talmente person the loque wea perobuena posa lo documents.
[AGENT][NEGATIVE] No, la la la la el documento er er seli solo le le leva de cirque que querio yeah no.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] OK, well perfect.
[CUSTOMER][NEUTRAL] Este and mancheque cuanto era.
[AGENT][NEUTRAL] Esseria tronto a processed clamo polo esto tar er unos.
[AGENT][NEUTRAL] Saraosmosomenos the queer lamo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] losses on the jina.
[AGENT][NEUTRAL] I see yeah um no documentacel line when no com linea a introsidioin auna form and then disregarsule formacanco.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, use it with the as a deposito direct and where the receiver check is a depositors a sequenta.
[CUSTOMER][NEUTRAL] Becausesequeteria erlo pero el banco pus er ellulo de rota in cuenta perol banco no coincidi and nombre de mi banco or or nolo is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the end.
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][NEUTRAL] In noesis uh algostamalaique mesaliotrocoal me.
[AGENT][POSITIVE] Kicks yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But polopori in that.
[AGENT][NEUTRAL] What the.
[CUSTOMER][NEUTRAL] Perosallerobanco saleotrobanco.
[AGENT][NEUTRAL] In the ends and information andreque is an is a is a no I know.
[CUSTOMER][NEUTRAL] Uh, I mean the indabacobotro banco.
[AGENT][NEUTRAL] Lara, Lara.
[CUSTOMER][NEUTRAL] Although first time in pero er no mico.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] Well it's not no no it's for me.
[AGENT][NEUTRAL] Claro [PII] no no no but again no no [PII] is la.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Where one of itstegument you know and neo o check.
[CUSTOMER][NEUTRAL] When I'm moving.
[CUSTOMER][POSITIVE] But Muchisimas gracias.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, but yeah, but he not a man.
[CUSTOMER][POSITIVE] Have a good day, [PII]. Thank you too. Thank you, Gracias.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh-huh, bye.