AccountId: 011433970860
ContactId: cad5eb8c-64fb-48d1-83cd-5b65a1b3eed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237619 ms
Total Talk Time (AGENT): 105740 ms
Total Talk Time (CUSTOMER): 110737 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cad5eb8c-64fb-48d1-83cd-5b65a1b3eed2_20250117T16:28_UTC.wav
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[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do you wanna start out [PII].
[AGENT][NEUTRAL] I'm gonna have the the other way.
[CUSTOMER][NEGATIVE] Itmando cerca claim que queen la pajina la pajina of the um reimbursement pero no applicoiqueroscula no no po claim and apaina work cuando the claim they said start downloading pero novaja in a person in undocumento.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And numeral polia is uh unocinco.
[AGENT][NEUTRAL] See local research information bring that day.
[CUSTOMER][NEUTRAL] Uh, Uno Cinco says Cinco nueve cuatro cuatro.
[AGENT][NEUTRAL] P.
[AGENT][NEUTRAL] OK, sor system a me veras of immiento direction telephone poa.
[CUSTOMER][NEUTRAL] meaner [PII].
[AGENT][NEUTRAL] Which is in my gracious for confirmized information you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Phonygrass, perfect.
[CUSTOMER][NEUTRAL] Like lamoreinco cinco do sayre person.
[AGENT][POSITIVE] Excellente which is a gracious for verification information permitted on the case look up son of Mr. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Seeing effectorlamocio negado senore area est to the vido aquestamosoitando quenos and be like forac and tenesitamos cordigo diagnosico alique likeslias in the beneficios paraistoser laboratorio scale on aniolas.
[CUSTOMER][NEUTRAL] OK, el diagnostico aquilopi doctor and toss.
[AGENT][NEUTRAL] I see yes so doctor deba in the diagnosticoses uh diagnosico noss porque doctor lembio andicolas Sarcelos examinees.
[CUSTOMER][NEUTRAL] OK, it's a cheer alpero estayle el diagnosicoelo el beneficio de losaco.
[AGENT][POSITIVE] Like the beneficio lava seguro principal.
[CUSTOMER][NEUTRAL] Or a mere clamo del del Seguro.
[CUSTOMER][NEGATIVE] El el el pago porqueso it is a insurance pain yeah insurance pago.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] See pero necessitamoso que que de lexpricaenda beneficiosque ants la partequesipagoosan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and to say solosako del segu e i iqueo wawarecla comos.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I see bueno enestecasa not andrea que bioser loocumentos quellanosiso solamente el la parte queso alta loques diagnosicoe like.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Peron and Dondelour and and and Don Delour.
[AGENT][NEUTRAL] The la la.
[CUSTOMER][POSITIVE] Oh, OK, I kick it out don't know. OK, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. When is proseo muchisima gracias.
[AGENT][NEUTRAL] I'll go and assist you.
[CUSTOMER][NEUTRAL] Uh, no, no. My, my.
[AGENT][NEUTRAL] When I.
[CUSTOMER][NEUTRAL] Muchisimagraalal.