AccountId: 011433970860
ContactId: c8d160f3-0760-4ea4-b8da-e9edf8fac5d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519609 ms
Total Talk Time (AGENT): 252173 ms
Total Talk Time (CUSTOMER): 247688 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c8d160f3-0760-4ea4-b8da-e9edf8fac5d1_20250506T21:58_UTC.wav
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[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See, and you won't get a lope.
[AGENT][NEUTRAL] On Saturdays.
[CUSTOMER][NEUTRAL] Perva uh Poony Housing Authority, and we have American Public Life as an insurance and also Florida Blue. I went to the hospital, uh, I think like 2 years ago already, and, um, I received a bill now from the hospital saying that I owe 1,636,800.
[CUSTOMER][NEUTRAL] The pago Florida blue bueno er American public life in in concerloman collection agency.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the system for the cir police are gonna pay.
[CUSTOMER][NEUTRAL] See, come on now.
[CUSTOMER][NEUTRAL] And Grupodo quattro quattro quattro face.
[AGENT][NEUTRAL] Yeahto decomo outpatient certificate number in hospital or number put in that so.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Outpatient benefit certificate number.
[CUSTOMER][NEUTRAL] It's zero sain's address [PII]
[AGENT][NEUTRAL] on the port.
[CUSTOMER][NEUTRAL] 12.
[AGENT][NEUTRAL] Medical
[CUSTOMER][NEUTRAL] [PII] and then [PII] come Lopez but he won't get a Lopez he won.
[AGENT][POSITIVE] Perfect. Lopez verso direct telephone.
[CUSTOMER][NEUTRAL] Um, er do in the minoviosote.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] probably.
[AGENT][NEUTRAL] When does the stratao mea Lopez.
[CUSTOMER][NEUTRAL] Imagine the queue amotaoyambi.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] See pharmac.
[CUSTOMER][NEUTRAL] OK, sir.
[AGENT][NEUTRAL] Ioan manda no uh.
[CUSTOMER][NEUTRAL] Instant.
[AGENT][NEUTRAL] On a collection there, there's still.
[CUSTOMER][NEUTRAL] No, melo melo and cole meloreando I credit for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maintain um elcado mira echo teniamoseurocor nodeleuroque.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I look around.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And nomos and that look at that.
[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] Elotecasoa Lopez es and queen undealo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Cons diagnosticos means egosusseguro principal and convento medical killing being likesliasion the beneficio de esquiresciola assist America mandar just say a number of the facts.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I mean uh [PII] no lineaelta secure [PII] use and bios is a document.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this is coming from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's a for to see you know no mandar information on la here and mandar porque no no no not pla clamoso uh siltamento medio is the sanos I use losing prolemaamo poliaycalo beneficio decordaella no problemmaer con the cuandores er the the cuandoso and poo as secuanto pao.
[AGENT][NEUTRAL] Si preanoslavia nonto austolo resivimoserocommo alpareer basadanquistemeendo aussen and lamini intension de serlooesushirotepoermaro um los pasos parapode piano accio process alrelamo.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, the cuero it comes yeah oh bueno.
[AGENT][NEGATIVE] Loser website louetamier porel um porel facts questa.
[AGENT][NEUTRAL] All boss.
[CUSTOMER][NEUTRAL] See that card.
[CUSTOMER][NEUTRAL] OK, yeah, for a fast I had an Otereincore but rea I think of 23.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] ECS for we uh control at [PII] and [PII] correct?
[AGENT][NEGATIVE] See protis.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect bueno they have acommoo uh.
[CUSTOMER][NEUTRAL] Beo is uh it's a settlement statement.
[AGENT][NEUTRAL] See,
[AGENT][NEUTRAL] loading on on itemized bill a doctor.
[AGENT][NEUTRAL] Uh concordio the diagnosticoso.
[AGENT][NEUTRAL] When the queso and principal and and favor the beneficiolo el [PII] likeslica the beneficials del [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See, and this a loya ya um quela collection none the mentallopitalacaos.
[CUSTOMER][NEUTRAL] Uh, and the patamento they.
[CUSTOMER][NEUTRAL] Uh the resita.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oporitaminos martenarlo and primero conellacompania the the collection tbea used informaciadilapoer um.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mandalanola formal to mass.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See, the way I am so loque mediga and your loan lojoditamenteloquita.
[CUSTOMER][NEUTRAL] Pa pa que no imported responding you say this que yeah.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Clasino so no no no limes and resi glamos.
[CUSTOMER][POSITIVE] Perfect. It's all OK you have it mucha gracia is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oo. OK, Moa gracia the person from.
[AGENT][NEUTRAL] So you know now.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Oh we yeah president.
[CUSTOMER][NEUTRAL] los mucha gracia.
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. I'm gonna pay.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] Grassy, one minute, bye bye.