AccountId: 011433970860
ContactId: c316e795-4d5d-4678-9f8a-0d37a31367cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493100 ms
Total Talk Time (AGENT): 264683 ms
Total Talk Time (CUSTOMER): 231352 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c316e795-4d5d-4678-9f8a-0d37a31367cd_20250107T20:31_UTC.wav
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[AGENT][POSITIVE] We want to start this.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They have a er er criando la puenta is a configura to the posito escomo depositore and a toy.
[AGENT][NEUTRAL] We want to start this area Martinez.
[AGENT][NEUTRAL] OK, and endo uh mepo performs a number of apples sac is the other way.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Uh, no ways, OK, santa o erono.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Latecommo outpatient certificate number when hospitals are numbered La partavajo.
[CUSTOMER][POSITIVE] See this this hospital this give this a this a uh beneficial the, the card number uh outpatient and the beneficial number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, queres no.
[CUSTOMER][NEUTRAL] There you go
[CUSTOMER][NEUTRAL] Uh, OK, errodos sincocho Buno guatronueve M A Lle C.
[AGENT][NEUTRAL] forward.
[CUSTOMER][NEUTRAL] Simon how are you.
[AGENT][NEUTRAL] OK, so Martinezourisito er so simum telephone system.
[CUSTOMER][NEUTRAL] OK, errocincoominoes cuatro in a quas yes.
[CUSTOMER][NEUTRAL] Uh, is also called Hialeah, Florida rere telephone says also settaueue water.
[AGENT][NEUTRAL] The uncorre electronicocita cuenta senor Martinez.
[CUSTOMER][POSITIVE] See joliva.
[CUSTOMER][NEUTRAL] Milociento ese cuatro aroba iClub.com.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, gracias for one who a.
[AGENT][NEUTRAL] It's a receiving notification perque pueda uh actually cer deposit direction.
[CUSTOMER][NEUTRAL] See the pagorapido deposit to pro to deposit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Plaro pero esta esta informacciviendo but the part of the apele is is that logo de la.
[CUSTOMER][NEUTRAL] See, I
[CUSTOMER][NEUTRAL] Uh, to the intro the logo er no, no, it's a configuration yeah.
[AGENT][NEGATIVE] no so so apele guar senor Martinez no no no no lemos configuraesto menos cuscuandusted and reclamo dearte te quierra el de quelembiemosunchequelebiemogamo deposito rescuenta pero estolamentereamente ennustro city line.
[CUSTOMER][NEGATIVE] Bosra.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, see, prefer a second being a check they have a second.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Sees no er no lemojaparer no leernada asinoma de parte nostrus.
[CUSTOMER][NEUTRAL] Oh OK, I said then they has a una eraque funa e euro.
[AGENT][NEUTRAL] Do you hear me?
[AGENT][POSITIVE] Mhm, bueno estes segurosea supplementalo conocioinomoga le cure la parte quino le cureusseguro principal.
[AGENT][NEUTRAL] Escuando module copagoza esos is a part that you said quelecao es su est seguro leva esaparte as the claro el quesablapoliaa cir beneficios and the momento in Martinez pero lao questa minques to solamentes una verification no guarantee a disclaimer de la polisa.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] It's the polio estospitaliado machore it's a pole varidos to the ass milking into olare sales.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sitamento medi menorachores is considered outpatient in a caso tambi leva dereco as dos milking into dodos different as beneficios.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah the outpatient levacubulos de gasos in casoquite baya uh la salam emergency hospital in caso quistebaya on urgent care sine queer unlos when unroo quesa er examine the diagnosticoyen un una faciliali plaas magneticas or MRI facility that means in necitosteterape yay necessita cervicio de buencia.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or bienneesita or receivedon tratamientoermea mental emotional estratamento deli hospital beneficios.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, see, yeah, we you you you you er er er see to not know me already so.
[AGENT][NEUTRAL] Claro.
[AGENT][NEUTRAL] Cloud.
[AGENT][NEUTRAL] Correct, I see la cosa and the pogo certo.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's un un unando and and and and and yeah.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] Correct, yes, I go not a problem [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no, muchisim in the queue er forelo I goreto they que pueda or or or no.
[AGENT][NEUTRAL] Uh mente.
[CUSTOMER][NEUTRAL] can make it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Busteloorunia er puent no city linea ellana jeta I am permit mele preser line unoest triple leu I am a public punto come all the parata means secure.
[AGENT][NEUTRAL] Punto I am a public punto.
[CUSTOMER][NEUTRAL] correocorreo.
[AGENT][NEUTRAL] Porcoreo electronico or Porcorreore?
[CUSTOMER][NEUTRAL] For rea for pa.
[AGENT][NEUTRAL] Servilientelebier unaopia decertifica de poliaon de leviestipulartolos beneficiosquela poli leinda it uh como fun la politecas.
[CUSTOMER][POSITIVE] I see gracia where I say call to me.
[AGENT][NEUTRAL] My Senor Martinez.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Claro no solicit serviceliente is the er esto documentos puentar salmenos in cincolarales in casa de puede quese and solicitsipasau impolo por communiques parabio osmos queue.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] That's excellent.
[CUSTOMER][NEUTRAL] Well this time, OK.
[AGENT][NEUTRAL] You mean.
[CUSTOMER][NEUTRAL] Alright bye.