AccountId: 011433970860
ContactId: cc01ace0-6828-4c57-8401-562934c5cc20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1259449 ms
Total Talk Time (AGENT): 719596 ms
Total Talk Time (CUSTOMER): 452497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/cc01ace0-6828-4c57-8401-562934c5cc20_20250219T15:17_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Bueno.
[AGENT][NEUTRAL] Well one of the uh.
[CUSTOMER][NEUTRAL] Meet up with um
[CUSTOMER][NEUTRAL] With your [PII] you go unseguro supplementario.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, no, no tengo going for moment propolis.
[CUSTOMER][NEUTRAL] OK, my pota on signa is a lure.
[AGENT][NEUTRAL] Uh, no, no necessitopolia you're sitting on a polia con apele necesso de polio.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] People cannot, they are nothing or nothing or uh ID card.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Ocho Quattro.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Sincuenta say those.
[AGENT][NEUTRAL] OK, permit.
[AGENT][NEUTRAL] OK, I give my policy.
[AGENT][POSITIVE] Perfect [PII].
[CUSTOMER][NEUTRAL] OK o SL.
[CUSTOMER][NEUTRAL] Be um on 17uelouno.
[CUSTOMER][NEUTRAL] Is anything else.
[AGENT][NEUTRAL] Mr.
[CUSTOMER][NEUTRAL] Uh, of the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] telephone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean telephone I had [PII] you never gen.
[AGENT][NEUTRAL] electronic.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Would you for verification.
[CUSTOMER][NEUTRAL] Let's me.
[CUSTOMER][NEUTRAL] Hey yo orita of er porque vermoe get our hands. Yes aqua to your hands no hands in your hands yeah I was the culo pitaliquerosolopital is the travajavair uh.
[CUSTOMER][NEGATIVE] Go away. I'm gonna contra because er yiel of pita.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Er, estolo.
[CUSTOMER][NEUTRAL] The lo pitalioculo pitalo que er el APO um el pizza travaja para de copay Ilogao queten and delopital.
[CUSTOMER][NEUTRAL] And don't you don't know.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] uh in uh mientolataformacional pre comics.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, mela penda porcorre pro.
[AGENT][NEUTRAL] To former er una acorreo electronico solamente quereoes orone pineda.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what way.
[AGENT][NEUTRAL] [PII] Aroajima.com correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] C, C. Correct.
[CUSTOMER][NEUTRAL] And does the lo pique youmo fermelas amygdalas when this is in po arb.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, he carried our hands, yeah, I was.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For porridaauzia parame condo con con conela make the lazo accidentequetu a mere seguro quetengo el supplementario quetengorita.
[AGENT][NEUTRAL] No, but so the principio esta gas tasermead.
[AGENT][NEUTRAL] those
[CUSTOMER][NEUTRAL] Emead.
[AGENT][NEUTRAL] And queer senor or.
[CUSTOMER][NEUTRAL] OK, sipulqueloqueeciente croquenolo tengo ekeno tenolata no no nose.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] In effect of set napolitan to medica case la la lerata momento it was formatam end up uh la poliavo let.
[AGENT][POSITIVE] But I'd love to actually then.
[AGENT][NEGATIVE] Uh no no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See you me una la casa pero no no que pao no, no.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No gallery TV they are planning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, but lapolia the nose nose solamente formalbier lamedica steeringal problem conete puedetique when bus for travestela er la polite busa la police America.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK, hold on, cuantolo quemevaculo piquenora cuerdo in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me doing so before.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And the circus beneficioones will quesouna tua pago a disclaimer polio estapolisa es unapolisaria in the saddora la leba curarmento auto talmente loss custe incura and cadabisit quite aga alas differentes er lugare just care just say uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh laicina del doctor just unchala sala emergen hospital incasecusese examined the diagnosticos um she beita la sala emergenci hospital.
[AGENT][NEUTRAL] Lapoliavataciendo la resora maximum diao just a visit on urgent care.
[AGENT][NEUTRAL] The poliallevadoresport maximo dostia alano she stevia la la clinic officeina the undo just a medical specialista or medio de cavesera la polio dera curreincuenta de la desora maximoos diasalano.
[AGENT][NEUTRAL] They will formalle cure para er examine the diagnosticus. They examined the diagnosticos and cubitosi and dola desporta maximum diallaoer therapeya the cure train tadola desor and maximum di elano and elcase is albuna erospita facilbula or er centroquiroo la poliaevara curi mildo lasora.
[AGENT][NEUTRAL] Maximum Diano laserlies jia en laicina delopolivacureentola desora maximum diallao.
[AGENT][NEUTRAL] Loss beneficial support of decision.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but is he aware of any condo your middle or?
[CUSTOMER][NEUTRAL] Heya Muchacha prima KO.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But in plasticomolita malala but I don't know memo que solo por er el ella elle mecheque then no macuerdos here milo osciento do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You going loga yeah no savor here I don't get on my lao.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, and Casacutepilia.
[AGENT][NEUTRAL] You said is the barriodi and a por as porer admit el pago um el pago is the milking into zolla de sala maxiusoa salanos er pue loss versus salanoica unavesevaar milking into the milkingentosolares.
[AGENT][NEUTRAL] Uh, but I submission.
[CUSTOMER][NEUTRAL] That that's some milquiniento solero here or porcosa.
[AGENT][NEUTRAL] No, no, no, esports.
[AGENT][NEUTRAL] Luego esta el beneficio por confiramiento el cualevapatrionciendorediarios and maximo de dias.
[AGENT][NEUTRAL] Alaote de la Unida de qui intencibus the well formal la polio reciendo la res diarios maximo de reta Diasallao.
[AGENT][NEUTRAL] Suita [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just inform mead or accident is the apolivarenient de la resordi maximo resalan persona Legostanos beneficio lee la jiaospitas and mildo la rearusser maximum dia.
[AGENT][NEUTRAL] Cruelloica doctorinolaresarios Maximo una.
[AGENT][NEUTRAL] Ilogolos beneficioses i la sele emergencia Soindolare maximer porilla maximundia sala salal or ginque on ciendo la resora maximodos diasivallo ficina torso sincuenta do la resora maximodos dias.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, OK, the one in medijo the tires I like to prime.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] He, you and principio milquinientos ok.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] But amazing.
[CUSTOMER][NEUTRAL] Milkinia.
[CUSTOMER][NEUTRAL] See porquetengo orita no no res.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A menoslogenospitaliado amens respitaliadomotis sibaya cirqueloteganar problemma quetenga this eel or no quelos vital menos er quaarentao chores and esca to the sea la polisa leva pagareos gasosovapagar parcelmentesos gasos as the milking into pores.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Iloo locus loss la poliaevadarciento la resor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Oreosa el pago commorecomparelo que lolita el doctor [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And also take a samosmos is a.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] But er elcaso de cuteer Ios for decutepoa era des gasos no unsercinos and bi quilao sotos.
[AGENT][NEUTRAL] Uh el Pagolese mental doctor.
[AGENT][NEUTRAL] In elcaso quesos loo.
[AGENT][NEUTRAL] And the second paces.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So I'm checking.
[CUSTOMER][NEUTRAL] The sincuta or the solo.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No, el el beneficio el beneficio maximo is the sincuenta la diariosus gas recientosote el el pao que sera clava de loss moor.
[CUSTOMER][NEUTRAL] It went.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and to put the boo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The way our hands yeah [PII] is one to know our hands. Yes, I'm mention doctor and the ren boy in mesa cano solopa $10 is de la pele.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You know
[AGENT][POSITIVE] Correct, I yes.
[CUSTOMER][NEUTRAL] OK, and deca de queo repenteciente de carolo talente del del carrociente lao pasal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean mesaca perount examine loo he was a locus culo lo milking.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lapo police specificaque parael beneficio de los milquidientoliqueo deve starting gread lospitaal menos being picus that the momento is uh is er rescis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, then a vial.
[AGENT][NEUTRAL] She was
[AGENT][NEUTRAL] She says some inticudos and toes and seca so beneficiolica she says some meno inticudos no.
[CUSTOMER][NEUTRAL] OK, OK, and then he que porque o and la pelebaa memelocudeva um or sita pagosienilhua ta ellopital the appelle.
[CUSTOMER][NEUTRAL] Ayose loan sola oyo paralomo.
[AGENT][NEUTRAL] They will for teleclaseguro el paleo nose or moss and commander documents.
[CUSTOMER][NEUTRAL] W.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Comoviolaca website.
[AGENT][NEUTRAL] Ele la la ta ta leva levapar link because this a secure punto. I am a public punto comus pueda cuentrecito line a solo reclasmente or tambien loueer ala direction que pare and jetava parser um PO box viest in pharmac tam.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, accuracy with those.
[CUSTOMER][NEUTRAL] Uh, been in the one to come with.
[AGENT][NEUTRAL] See see unaia de laoarjeta sisters is so is inodequetela in prima in yelling primilaposte just a.
[AGENT][NEUTRAL] For the sillasino le la pueta no and telefano is uh isos lavara is a polia medica la polia de exe no gena tatasine bargo conquisteer.
[AGENT][NEUTRAL] Bringing the aioliformacion de la jeta make buoy 10 seguru er at the accident in embargo aon no probe and arseguru er.
[AGENT][NEUTRAL] The accident I use uh when that was from us and bioserclemo or no.
[CUSTOMER][NEUTRAL] OK, OK, peroquelo tenogapele you solo tengo un over that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I guess sort of.
[CUSTOMER][NEGATIVE] They remember they don't buy it.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] Otis polio la polia lemano condoleablo de poli is er el tipo de detura quetiennelatura la cuallembio momento is a laverturamedica.
[AGENT][NEUTRAL] Ques unapolisa ita bientine la la la polisaola covertura dee de la cualtenemosarjetaosalam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah Tendo Tiano Sio de marado.
[AGENT][NEUTRAL] To those polices it does those policas do covertuas una medica illaotres accident.
[CUSTOMER][NEUTRAL] OK, and something er I mean confusion porque you're taking an accident [PII] ok it's taking [PII] because the paraerenteme [PII] porquesa means and to [PII] de mil scientos polacientes on milquiniento my way and caso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And you me to thee quetava and melo melo me [PII] notice is doing in correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, yeah, see mogotepando ports and that is the [PII] me like excientela make a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] La reo senor oronees la polia is is clara and elel documentcuo you know nomen elmpago porque said by uh.
[AGENT][NEUTRAL] I'mergen to milentoolara you say yes toulaque el pagomiloollares is in elcasocute este ingresad on a format.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the secaoio destama lacuatorse caosa poliosoles for the maximododisalan.
[AGENT][NEUTRAL] Chia malos and toes and a calapoliavapaar and do pad your system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] The forma lashita er commolement entermento said er puede cuento sotros in er unavesquela cuentes resue reser directament to beneficios loquelapoliecurelolecure alota.
[CUSTOMER][NEUTRAL] Directly.
[AGENT][NEUTRAL] Yeah, I used to up with their corrobo to like in that it means a little dedus and caso de que.
[CUSTOMER][NEUTRAL] OK, so it's noteladatamentela quetengo medical cone.
[AGENT][NEUTRAL] Correct, I see una la la la la la jeta is a poliaes exclusivoe paraservicios medicals.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] This was a queer mea who says er er erinto medios la jetava eso gao commolemosans laes exclusivamente accident just a just a reente you oh and elqueo quistems.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, he says that the ingress and toesbient beneficio parala mission and the poresseciente.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, OK, iwelopital puraalgo mediopolomeo to dera cure the melo mil minose.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Milky it's correct.
[CUSTOMER][NEUTRAL] OK, OK, and when at all mucha gra.
[AGENT][POSITIVE] Excellent uh sun still en rods.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me check it out one.