AccountId: 011433970860
ContactId: cf8ac1ba-10f0-42e5-a379-4cd1a8d4e98b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526650 ms
Total Talk Time (AGENT): 227553 ms
Total Talk Time (CUSTOMER): 279879 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/cf8ac1ba-10f0-42e5-a379-4cd1a8d4e98b_20241231T16:55_UTC.wav
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[AGENT][POSITIVE] Moi one of the gracias apeleiamalikipo there.
[CUSTOMER][NEUTRAL] OK, buenos diascommostami er ernestarracomaicoque espoor.
[AGENT][NEUTRAL] One of theirs.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] At least yeah buy a one number.
[AGENT][NEUTRAL] Hi [PII] was.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Moving esperanda la viejo quesea esperann.
[AGENT][POSITIVE] Nuevo elano nuvo i bonito that's it.
[CUSTOMER][NEUTRAL] I susta.
[AGENT][NEUTRAL] [PII], the name [PII] said name the namemoque um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] So, yeah, exactly, gracias still up in the end though espanol.
[CUSTOMER][NEUTRAL] Sir, no.
[CUSTOMER][NEUTRAL] preta uh let me insurance card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cor favor in in Nummero de la Paisa.
[CUSTOMER][NEUTRAL] Cosita.
[CUSTOMER][NEUTRAL] It's Cro Ochoo Uno.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, matata on outpatient hospital beneficial certificado.
[CUSTOMER][NEUTRAL] See our quality delos those uh outpatient seats lady said.
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] er dose press.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Siete unoiete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ocho Ocho?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ecomo Maria. L like Laura er.
[AGENT][NEUTRAL] OK, class namiento de la casa.
[CUSTOMER][NEUTRAL] See venue ento er laintouenteocho southwest intoto [PII] unocho says.
[AGENT][NEUTRAL] OK, gracias. Equa is in the middle of the teleno.
[CUSTOMER][NEUTRAL] Elsteinco venuevedos [PII].
[AGENT][NEUTRAL] Yeah, email.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK gracias is [PII] [PII].
[CUSTOMER][NEGATIVE] OK, estoorun bill que no queme manda on the una queotube uh mesesatras and la compania quemea mandao esta esta envision envision.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Eques no algo queen este casoso de los anesthesistelistas in me is the anesthesia er no nosacuriendnada and dese mandaron.
[CUSTOMER][NEUTRAL] El bill uh marquessando no OK I mean my own cartaendo na so quidos start.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] conquer.
[CUSTOMER][NEUTRAL] Oh, that's a good point. No understand.
[CUSTOMER][NEUTRAL] uh, pay me.
[CUSTOMER][NEUTRAL] Uh de la tirujia no uh you they was the mere so.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] C, C.
[CUSTOMER][NEUTRAL] You la la la que OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh no, it's studying. I'm just studying, um, what may play.
[CUSTOMER][NEUTRAL] I think, I think er el quince de Ferrero.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think yeah OK you probably.
[AGENT][NEUTRAL] almost 7. OK, OK, OK.
[AGENT][NEUTRAL] So I check on the little mamadito.
[CUSTOMER][NEUTRAL] See, see Tranquila Lia Tranquila.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, in [PII], I am beneficio in Capodemospagaasteinian loolloreordia.
[AGENT][NEUTRAL] For outpatienterios eel quincei deerbrero Agemos la facilidad Gento dolode estefo for.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] uh Surgical Park Center.
[CUSTOMER][POSITIVE] Yes, I will have you here. You're right.
[AGENT][NEUTRAL] OK, apamael maximo beneficial foresta etcha the entole desintos.
[AGENT][NEUTRAL] Uh, Lodemas cargo, so.
[AGENT][NEUTRAL] No Podemos
[AGENT][NEUTRAL] Agar porque maximoel beneficia facilidad.
[CUSTOMER][NEUTRAL] Oh poque Pare de queos cargo el billvinesepar on tenes paraseque aos er lugar notinenaquever conel cona con la anesthesista.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Is the cardio for demi Osino tao?
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK, Cillo mada no reclamo sorosperoel Reclamo whenegado porque el beneficio maximo.
[AGENT][NEUTRAL] Uh, Sabapagadopola facilidad.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We find that.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] And yeah I yeah no no no tuque and anesthena.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK, well, what are we gonna do, you know, I secao poo segutengos united healthcare it was yamarraos porqueos and nose.
[AGENT][NEGATIVE] No pagonada.
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEGATIVE] No, there is no care, no.
[AGENT][POSITIVE] Oh goodness, I think your mare is part of it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Porque or alveoloway applicado porsu de deli or Albo no say.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All the zero on the armqueoka tees onto the yaya Mara pasta se OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I
[AGENT][NEUTRAL] OK, I am.
[CUSTOMER][NEUTRAL] porque era es pao nose no I no.
[AGENT][POSITIVE] Yeah, it's a little uh beneficial as the theologist for Dia.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Cola, no?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, [PII].
[AGENT][NEUTRAL] Is she
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Gracias [PII] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Iguamentia senor Arriaga it ambiente nemos on poo on website irea era cuenta laenia de Apele and
[AGENT][NEUTRAL] Um, puede verlo beneficials in La Poliairrilamos it tambienci neita otratarjetapo and primeronatta tambieno.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, er, que pasa er unto uno maximo alao or no osna mask.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, but
[AGENT][NEUTRAL] The outpatient no I maximo. The inpatient hospital cuando griado Mascadiio Torres, I am Maximo as the 3 male port delanoer of the outpatient.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] There's me.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Be port outpatient? No, I'm maximal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Put it on you.
[CUSTOMER][NEUTRAL] OK, all right, OK, procetopos muchisima gratias, OK.
[AGENT][POSITIVE] a gracias apele senoraraga quepas it delisano nuevo mucho bees.
[CUSTOMER][NEUTRAL] Mu.
[AGENT][POSITIVE] Gracious, yes.