AccountId: 011433970860
ContactId: ceed140e-3a07-4ecc-89df-56d3226a2322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1354890 ms
Total Talk Time (AGENT): 500992 ms
Total Talk Time (CUSTOMER): 377087 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/ceed140e-3a07-4ecc-89df-56d3226a2322_20250217T17:03_UTC.wav
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[AGENT][NEUTRAL] But graciapola congens.
[CUSTOMER][NEUTRAL] See when I conception.
[AGENT][NEGATIVE] You come on.
[CUSTOMER][NEUTRAL] Uh, just go and plan the that er the travajo and you are er logo you can coquito inque plan your tengo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, take that that benefits you information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See Claro in numeral telephone connector.
[CUSTOMER][NEUTRAL] Cerrores.
[CUSTOMER][NEGATIVE] Sacinco pochodos reso.
[AGENT][NEUTRAL] OK, yeah, is there a number of the policy?
[CUSTOMER][NEUTRAL] If he just said no.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, 17.
[CUSTOMER][NEUTRAL] Sime for I.
[AGENT][POSITIVE] a mere supreme number.
[CUSTOMER][NEUTRAL] C O N C A
[CUSTOMER][NEUTRAL] Hey papa.
[CUSTOMER][NEUTRAL] C E O N A Concepcion.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] like the US status.
[AGENT][NEUTRAL] The cones.
[CUSTOMER][NEUTRAL] Conceer conceptiones conce to us.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] $10 OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Well, let's do it.
[CUSTOMER][NEUTRAL] Uh bueno no lay la cais er teniamente erase raviola Tampa Florida rere cuatro.
[CUSTOMER][NEUTRAL] Uh, yocabo theme the cavivienda la cabo de ca oasis.
[AGENT][NEUTRAL] Guan.
[CUSTOMER][NEUTRAL] Uh la la.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Bro Rivers Avenue.
[CUSTOMER][NEUTRAL] I go.
[AGENT][NEUTRAL] OK, email verificafanasimento sucorre electronico.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Seema but yeah, but if you go to fashion entro electronico.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See me.
[AGENT][NEUTRAL] See, see, see, mhm.
[CUSTOMER][NEUTRAL] Uh, uh-huh, I got it, er, like I have a scientoreocho the name of ento to send I think.
[AGENT][NEUTRAL] OK, what is the electronic.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK gracias in it, OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, and the commun support a number of the poli it's a list.
[CUSTOMER][NEUTRAL] of our tea.
[AGENT][NEUTRAL] OK, and the middle is ero Uno.
[AGENT][NEUTRAL] N cuatro dosero cuatro.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The facial effectivid that is octore unoevente.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that neo momento Yario unapolisa secondaria supplementaria ala primaria.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, conestapolisaote benefiio deliacion it um beneficio habulaios themelelo benefici momentito yes to nona guarantia de pagos in una verificacion verturaitodopolo beneficios um not ok.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To study.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Conneos beneficio uh traves no nia pasa verification the covertura. OK, so beneficioliaciorahoma enervaion or lagan amitido um el beneficio de milking nientoapitaa with the um yesiochora home.
[AGENT][NEUTRAL] Uh, tin beneficio hambulaio, um, no beneficio hambulaosesiva a lamegencilopitas Siva and urgent care el urgent care entrees visaorano um Siva um centroijiae on centros or tinonairlopital uh preva de via nosos and alopi centrodi noo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Itamiento um mental emotional and pita tratamiento el beneficiocaine um edequiniento dolare.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Porourencia, uh, loquesinifica es siltatratadamimaraon.
[AGENT][NEUTRAL] Cubrimocadaoentaria Solo alda evapoloo dose solo solo securedia unaves.
[AGENT][NEUTRAL] Don sibalo noventiantosesa la traves or siva pordolo alonia logoba the cabezao trodia and toes cuero toloso focus on different they are not o ok so definitely are noto so no beneficio quetienne ettapolia no cure oficina you know cure nitraaminolaicinai visa icina.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Um, yes to cureloque copaseguroidaseguro primario paralo lugar telacabo in the car.
[CUSTOMER][NEUTRAL] outpatient reana er passionao meta de seguro normal queenna.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Eloculocure that.
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] Um, correct, no podemo guarantapa telephone pero esta polia esta nada paradael luteus primario soloba on outpatient facility um no so currimota quiento deduce and osmos.
[CUSTOMER][NEUTRAL] Ah, OK, you see um our passing the and you gonna tell this he see and so um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh mada bill on the cuo eldaroo on the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In pay or payments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bueno mocamositmore clamogo que no podemo de cassino porta leo I mean moqueloo emo quelodino he deervioquetando so muchosakamira and the the silo a mohapa no nova mojapaulle genus the beneficio pass through the noso um nugarambulaiocommoloquepitalejailos.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Um, Jesuserian Lucarejambulaoro so Ces a benefiio perosineesitamola documentacion de camo parade apaoli I don't know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah yeah que que processes that don't help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Stela. OK, and does this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. The email ID.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, nemeladitamentelo [PII] and [PII] and I am a public punto con.
[AGENT][NEUTRAL] Uh yes your English.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I Segundodocumento andjuna factura detajada que contengalocordio de diannotico.
[AGENT][NEUTRAL] Actua detajadadios the dinoso.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] and that's that's good if I.
[AGENT][NEUTRAL] Um, Viennesedamo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] The CC card or C see no, no, no problem.
[AGENT][NEUTRAL] It's about sin.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] A.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oka con o I am a public conconlario.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK, yeah, lotimodocumento seriala factura detaja no, you could say serial la fliacion the beneficioseguo primaolalica the beneficiio Pasafe the candola cantida caplicaal dole copa seguro.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's pretty much.
[CUSTOMER][NEUTRAL] In Christiano loqueloqueo loqueo page.
[AGENT][POSITIVE] Mm, correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] I queso is a new responsibility the privilege.
[AGENT][NEUTRAL] Uh-huh. Coreo see Sipri cuandodigalo seespridorigalo la can que taplicadumo questlicaval para.
[CUSTOMER][NEGATIVE] It's it's all of the nada.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Escao is fromularioadonde of the semanda OK or emaillo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, E formulario formulariorees and a primera pajina, um, pueden via re clamo, um, the tremaneras or core regular for facts osuste asuna cuentavestrapajina web lo biest theoro de la pajina web no pode via loa noa but he succuentao depode bio.
[CUSTOMER][NEUTRAL] And they get that
[CUSTOMER][NEUTRAL] OK, um, come on para cuenta don't do you think OK la cuenta.
[AGENT][NEUTRAL] OK, and lama pajina on the bus car formulario and I met [PII].
[AGENT][NEUTRAL] Eva, uh, I said click on sign in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, uh-huh. OK.
[AGENT][NEUTRAL] Uh-huh, yeah, [PII] la pajina on the it says user name or password you know but as I click and new user rear scuenta.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Ah, OK, OK, tell you, see, see.
[AGENT][NEUTRAL] OK, name and your name for [PII] [PII]. OK, que vaseremen [PII].
[CUSTOMER][NEUTRAL] See, see.
[AGENT][NEUTRAL] OK, and then it says CSL name from us it saysita cuenta.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, studying.
[AGENT][NEUTRAL] Mm, can I go ma.
[CUSTOMER][NEUTRAL] When you thinkcasoaipon cincaso era for.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] And the fact is uno.
[AGENT][NEUTRAL] Did I say Cinco?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No cuatrodos resoana arti I mean formulario and a parttavajola primera, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that'd be.
[AGENT][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] It again specific or no.
[AGENT][NEGATIVE] No, and the altamento de lamo Bareamente.
[CUSTOMER][NEUTRAL] Ah, OK. SW.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and Francisco, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, dear.
[CUSTOMER][NEUTRAL] Coolpaque de la polia but lo look let's go to that.
[AGENT][NEUTRAL] OK, no necesita, um, el documento porcorreore or necesita informacion electronicamente.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, OK, the unito he the informaciona as a visa and melanina.
[CUSTOMER][NEUTRAL] Clara.
[AGENT][NEUTRAL] OK, you ask.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Graciapela danza and to inform itslie parapoliapolisa nor sin informacion OK.
[CUSTOMER][NEGATIVE] And nothing happened.
[CUSTOMER][NEUTRAL] Ah, OK, studying at Clachange.
[AGENT][POSITIVE] See. Correct, yes.
[CUSTOMER][NEUTRAL] Ah, by studying that I was gonna, she's gonna persuade you that.
[AGENT][POSITIVE] Then I got a pleasure that I'm gonna go ma.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] Bueno [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] You know one minute you look at this.
[CUSTOMER][NEUTRAL] Boo.
[AGENT][NEUTRAL] Right.