AccountId: 011433970860
ContactId: c91b8e94-8447-490c-84d3-d96075be0cf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563090 ms
Total Talk Time (AGENT): 245147 ms
Total Talk Time (CUSTOMER): 212039 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c91b8e94-8447-490c-84d3-d96075be0cf5_20250409T20:33_UTC.wav
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[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm gonna pleasure.
[CUSTOMER][NEUTRAL] See, let me go out. Can we just go and you know.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Uh, I'm sorry I was like that.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] No mammografia mammografiaque preventiva or a mammographia de pre uh the diagnostic.
[CUSTOMER][NEUTRAL] No, as for the sedimento.
[AGENT][NEUTRAL] So, but
[CUSTOMER][NEUTRAL] Also it's it's that's it's a pri.
[AGENT][NEUTRAL] OK, so what is your number poa.
[CUSTOMER][NEUTRAL] And up on me.
[CUSTOMER][NEUTRAL] At least.
[AGENT][NEUTRAL] Basel outpatient inpatient start.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] The numeric lavajo and they say inpatient outpatient cert.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the outpatient benefit. hm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For the outside and the.
[AGENT][NEUTRAL] See an outpatient if the outpatient.
[CUSTOMER][NEUTRAL] OK, el el errono Ore.
[CUSTOMER][NEUTRAL] So it's also here.
[CUSTOMER][NEUTRAL] M L O.
[AGENT][NEUTRAL] or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] In my party but if you can to electronico.
[CUSTOMER][NEUTRAL] This is. This is also let me know the address.
[CUSTOMER][NEUTRAL] Uh, like, uh, 1 in cuenta.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] What one?
[AGENT][NEUTRAL] Uh, esa fecha cervio is a um deseamiento.
[CUSTOMER][NEUTRAL] Uh, so we just say, so um no I'm looking for the line.
[CUSTOMER][NEUTRAL] There
[AGENT][NEUTRAL] Are we making ecuadro.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm telling you my.
[AGENT][NEUTRAL] OK, Iloqueletancorandoes a prose deinocommotal orloletancoran destamente.
[CUSTOMER][POSITIVE] I love this.
[AGENT][NEUTRAL] I see yes, OK, see, mhm, OK, and the holocada el el de la facilidamiento, um, so no i damoha Maria hospital nomos la sale um so noqueinecare salosi and mote.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Um, no possigubanesita and being unafa.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEGATIVE] OK, you're not.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Evievacasecono porque uncubien um er reclamoteiwaitamos undocumento queer la factura detajada colo codio de diagnostico he promiento ano el papelitole on tlodigo diagnostico proo and poo sao paraia loreclamorosino tienne logo denoteohiramiento.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll come with you know.
[AGENT][NEUTRAL] Mhm to see where banneesitajamalo papeles informacion.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Look at that. I don't know.
[CUSTOMER][NEUTRAL] Look at the in the middle like one that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's the second signal signal.
[CUSTOMER][NEGATIVE] Yeah no.
[AGENT][NEUTRAL] Yeah, see, what about the new quejamalopapeles informacion.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Call me.
[AGENT][NEUTRAL] OK, Sisteban Buprorelamonismos una factura de tajada que contengalocordio te diagnostico he prose.
[AGENT][NEUTRAL] OK, tambienesitama de laliacion the beneficiarseur primario in the canola cantierda quelisipa seguro.
[AGENT][NEUTRAL] In sesitamos er nutro formulao quesantrapagena web and I am a public punto.
[AGENT][NEUTRAL] There's not.
[CUSTOMER][NEUTRAL] so our our principal.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and you come up here as a to a you know for over like a you put on you the like uh applic elga uh that.
[AGENT][NEUTRAL] See correcto abial no so not themos un um unpolite then bearrelamos and not theemo un claims submission limit so um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] in the salo fromacana jeta Aijaioisin and bison and telepia queen una factora de ja they are not.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You get taco.
[AGENT][NEUTRAL] OK, so Sore documentcuo He primero es la factura detajada colojodiodiano he prosedimiento esegundo seria laplicacion the beneficio seo primario Pasa de servio.
[AGENT][NEUTRAL] Yel decumento es unesttro formulariolo puede consero esta pajina I am a public punto.
[CUSTOMER][NEUTRAL] OK, you're looking.
[AGENT][NEUTRAL] Stilote solamanteine informacion de la tartarea he clamosoto.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] see mail and biodado caso de queo the queue and to ocelosteosintaraque no being.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well let me just.
[AGENT][NEUTRAL] Mhm then I then I go.
[CUSTOMER][NEUTRAL] Come.
[AGENT][NEUTRAL] Meddling claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's.
[AGENT][NEUTRAL] Then now they get a table.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello.