AccountId: 011433970860
ContactId: c41cdfa6-8066-4c22-b666-bf0f7931c886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1041438 ms
Total Talk Time (AGENT): 534621 ms
Total Talk Time (CUSTOMER): 491185 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c41cdfa6-8066-4c22-b666-bf0f7931c886_20250224T20:20_UTC.wav
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[AGENT][NEUTRAL] When I gracia.
[CUSTOMER][NEUTRAL] So Marita sao tena preta quesapele quelia quetengo.
[AGENT][NEUTRAL] Yeah, but
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, ella, er, Apele American public life, um, loqueopodare book carpoli at the end emo mucho product or notemo solo uno poo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Akitengo errodo cincochocincoste reina.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK graciaimepo yeah sunombre illafes no la fes sciento este ombre unum telephone and casocala jama se connect.
[CUSTOMER][NEUTRAL] I know that.
[CUSTOMER][NEUTRAL] El Nore Maritza Casas.
[CUSTOMER][NEUTRAL] Yeah, telefono [PII].
[AGENT][NEUTRAL] OK, gracias po verifica to um direction correo electronicfe sciento.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The [PII] retre un corro electronico no es [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Nomos Uno the jauno.
[CUSTOMER][NEUTRAL] See my headset to you.
[CUSTOMER][NEUTRAL] Uh, when we, um.
[CUSTOMER][NEUTRAL] Uh, casa.
[CUSTOMER][NEUTRAL] Maritza Donilisiete.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah telephones.
[AGENT][NEUTRAL] jello thing, well especially I think.
[CUSTOMER][NEUTRAL] Ah, this, uh, yeah, this and this face.
[AGENT][NEUTRAL] Gracia, no, no you probably.
[CUSTOMER][NEGATIVE] And we are torment.
[AGENT][NEUTRAL] No, I imagine you know mucha mucha polias pero estapolisa seguroseundario eslaquela judaunsu and the dus de supre Mario.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] It's elvedidoga.
[AGENT][NEUTRAL] C E gap.
[CUSTOMER][NEUTRAL] Saga.
[AGENT][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, aura to conqueo tenotega.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Comooning.
[CUSTOMER][NEUTRAL] Guastacuando tengo tatura.
[AGENT][NEUTRAL] OK, wait a minute. Um
[CUSTOMER][NEUTRAL] Teosa travaja acompania metaiie el cobra me el el pagalata deseal preferia mandachequecheque travio in mela la polia is una solicit in unre empeia tra travajo merere and unga.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Oh wow, uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I vape quelaecarota you can be on the retrobusa caro que que que grease loo niquelo that you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Wow.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Oh OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah 2 in the poomoloquita conge don.
[AGENT][NEUTRAL] See, see, yeah, mucho mucho. OK, irreestapolisa lati con care max.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey er like a cabia.
[CUSTOMER][NEUTRAL] It the Latino conque max.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, yeah, it is atacuan de latura.
[AGENT][NEUTRAL] No, no, this, um, solo teremosaka, um, quetoas activa tenohangavisa cuando sevanga, uh, retira queseongaretira um, and it to momentos is um.
[AGENT][NEUTRAL] There's no demos bang and tropa momento pero um tapago asta finalles nero is a moandoor febrero so nosavemos astaque mayormentesalacommotreal mhm.
[CUSTOMER][NEUTRAL] Buenosta de nero bueno jus a final de nero para primero de nero commenamo concla medicaquela otra.
[CUSTOMER][NEUTRAL] The Pro Care Max.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In tons and to regaro.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sitiaquebeo bangare can be bangase year conno sotros or is a contra compania.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Lookquepaque metafiio how composultaania.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, in terms of.
[CUSTOMER][NEUTRAL] You me let me yeah.
[CUSTOMER][NEGATIVE] You no no it cannot go no we don't.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh wow
[AGENT][NEUTRAL] Uh, see, no.
[CUSTOMER][NEUTRAL] OK, no semoya Mariaquita elm dental vision via er pero no no critical illness, no short term asfio pitaliacion dependentque no but in Ile cuanto merea prima.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No porquecommoor Marios and playadorpode sequela canasia differentepoqueseque tempera you still throw portenta and this is not informac.
[CUSTOMER][NEUTRAL] Uh, when I book it for you.
[CUSTOMER][NEUTRAL] Yeah, take a cora meta metamanda and me come me apeli.
[CUSTOMER][NEUTRAL] Cannotequeifica is cuandoleonentre mil is slash recientos sincuenta era sincuentisincua toques significant.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, lomaseocael beneficio and tres malo comuna que es beneficio ok Inefio pero escomo and estaca to guarantee the patua el tremil presciento sincuenta caseria tremildo the um so remi.
[AGENT][NEUTRAL] Resota pitaliada parada loan si itrecientosencuentreordia stakoba alasa gencia uno gen career dina iroa pekenya or sasuna preas no oin guntrataoloica doctor and the laboratorio preosincuentaia so eso loquela cantida.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah, OK. Our bamopala pelequetengo contigo yeah, told me that they get the cobra poque see see me the er no alte is a peleta contelera po poquequipele.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Uh-huh, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But.
[CUSTOMER][POSITIVE] What I like this.
[AGENT][MIXED] Buenos sparse apele er el celosfredo detrose delotro pleadorquetenia and to seriapar so beneficio for me cobra pero eso normament.
[CUSTOMER][NEUTRAL] Perroqueeriaquehapele American public life.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Leon Medical Center.
[AGENT][NEUTRAL] Leon.
[CUSTOMER][NEGATIVE] No meretra OK melo corta penos quantum me for me that I see que queso tenocomoque.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the heme via ien conuso for casinos and conotrogenes no, OK.
[CUSTOMER][NEUTRAL] And then maybe.
[CUSTOMER][NEUTRAL] I told you in [PII].
[AGENT][NEUTRAL] I mean, um, let me see here.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mejo Leo medical center solamentesia Paesi.
[CUSTOMER][NEUTRAL] Uh, the management, the management, maybe the but it's a more level management.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, so no [PII] um.
[CUSTOMER][NEUTRAL] The medical center, and the management.
[AGENT][NEUTRAL] And then documento Colombia don not comuno depo.
[CUSTOMER][NEUTRAL] Ah, you see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK let me see.
[CUSTOMER][NEUTRAL] This and this.
[CUSTOMER][NEUTRAL] And have a look.
[AGENT][NEUTRAL] O.
[CUSTOMER][NEUTRAL] If little though they been doing these things and and they start a number I go to.
[AGENT][NEUTRAL] er.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEGATIVE] Well no carino group.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ah quelato in a sharp.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was hell. It works he is algo.
[AGENT][NEUTRAL] West Health
[CUSTOMER][NEUTRAL] Wax WX is Hell Inc Kim Mandola car.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] No you go.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] my phone.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I will be inner I go I go different house is a little, but I'm not, no.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mira cuento tatura dega er curelo el pavo medio primario or specialista.
[AGENT][NEUTRAL] No, loque hercopago for la vicia no no locurimos no solo curing and ole po injection um novacuaros injection repente cap injection in no injection, um.
[AGENT][NEUTRAL] Braun fermeda or tengancaelunna radiografiatrainicinal doctor eso escuvierto peronoubrimo la visa commoan.
[CUSTOMER][NEUTRAL] Unambulanziano unambulanziano.
[AGENT][NEUTRAL] Silabuancia la cita.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes but there will beneficial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I, er, cuentaal depeo de pepeo lemejo de pepeo olotro.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, dental no no emo denta nolo dentalecaremos some of sit thenemo perocommos some importantpleador some different ocomorquemesao depeo depeo.
[CUSTOMER][NEUTRAL] We do not see any.
[CUSTOMER][NEUTRAL] Uh-huh joel the pepeotro or it can be quido planet ache achemeo.
[CUSTOMER][NEUTRAL] I pepe oh cure la.
[AGENT][NEUTRAL] Mm, not themejo propoila el pepeo uh neque detee bar pununalista the doctoress and a specifico itineque cojerdealista paraa visitor because you know la cover and the mas.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Eloro, um, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They are there.
[AGENT][NEUTRAL] Uh-huh.decheme on normalmente no unallia Dores um peron node donde pero quizalo beneficipotoma bajo sir pepe no mae poquitomatiquelahan.
[CUSTOMER][NEUTRAL] Mm, I have some.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, you will get the pepe my car.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] See porque commodi poquito la rela delorequeehiero marado po poquito pero puede era. It's a lot difference.
[CUSTOMER][NEUTRAL] Per.
[AGENT][NEUTRAL] Yeah, Creole cure me mhm.
[CUSTOMER][NEUTRAL] Loquepaqueloquepaque is lolo de see you to say and one is in applica yenlo this is in cuentaola.
[CUSTOMER][NEUTRAL] When it applique.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm noma provalasia soloca mhm.
[CUSTOMER][NEUTRAL] Is a plan annual maximum or beneficial or limited in the lottery is a treadmill.
[CUSTOMER][NEUTRAL] Oh yeah, that's.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] And the BPO unlimited.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Elache.
[CUSTOMER][NEUTRAL] EO re.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, lacheche me is unlimited.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, no, no, let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A cobragale we are only informacion pre.
[CUSTOMER][NEUTRAL] I you know the what Maria I mea yeah Maria Maria that you I know me I'm gonna say is uh este but um.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Itsuga
[CUSTOMER][NEUTRAL] Paraque max er it does say tenriaque uh-huh tenria que yama el primero de de mano cuando tenriaqueya paves the conta bre.
[AGENT][NEUTRAL] Yes, but I can, mhm.
[AGENT][NEUTRAL] Um, see majono dele as um joaque uh yakasijata final del me me mole quince de Marso the quince de Marsomo has.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Silapolia completetamente for terminal the sierronano segir or see the repente sippagaro in banga continua colapoliaoquiano pagan SMS you know this and quejao wanna say gonna process bait.
[CUSTOMER][POSITIVE] OK. OK. Perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when.
[AGENT][NEGATIVE] Mm yeah but I gotta go mad.
[CUSTOMER][NEUTRAL] Mm yogaruchemeo pagos stelare porchesa odo semen is PPO pagomenal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Intosal unico and paarmagoyacuer me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, no, el el pepeo el el que papagar masque colo medical chaos this thing uh-huh, peel.
[CUSTOMER][NEUTRAL] Uh, Mell made them.
[CUSTOMER][NEUTRAL] Perentosemoremejore beneficio.
[AGENT][NEUTRAL] Say queso mejore beneficiolotropolore mamoqueo uh echelo ellechemon ores.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Assad alto salamiloes pero commodigo mejo jame I preunta stamentealesolo beneficio que moque civil osino la pracloquecupo no esodo limited poquitoraliado is.
[AGENT][NEUTRAL] And says dijojame as porquesiso mm suenacommoque no rat see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And that's right.
[AGENT][NEUTRAL] Murase unlimited. I thought your kid of Napoli unlimited.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] the way to go no no no cais graciaamorda.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is.
[AGENT][NEUTRAL] And then uh no casa quesa casa OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] the memos.
[AGENT][NEUTRAL] wait a minute, the scilaro.
[AGENT][NEUTRAL] See, no, they know that.