AccountId: 011433970860
ContactId: d111c876-8a5b-4420-a093-e67bd8119001
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 890349 ms
Total Talk Time (AGENT): 394433 ms
Total Talk Time (CUSTOMER): 301766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d111c876-8a5b-4420-a093-e67bd8119001_20250314T19:19_UTC.wav
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[AGENT][NEUTRAL] We start this.
[CUSTOMER][NEUTRAL] She was Lure number.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] We're gonna start this.
[CUSTOMER][NEUTRAL] You mean is it the the final wellness claim I don't know.
[CUSTOMER][NEUTRAL] As not claim but no cuento le saling or polooier as the claim.
[CUSTOMER][NEUTRAL] So it's all that I mean the uh biotherapy for canceling a first time in cuentro is a is a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then almost.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I see Ms. [PII]
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I, yeah, 2 years.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Oh, that help male won't that.
[CUSTOMER][NEUTRAL] Let me see if I can.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Uh, uh, uh, OK, so I came upside down its scient scientos er uno te te te sin.
[AGENT][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] portfolio.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. [PII], perfect [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] was because police correct uh excellent so the cement telephone.
[CUSTOMER][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] Milmo teleos set the scio.
[CUSTOMER][NEUTRAL] Sayre.
[CUSTOMER][NEUTRAL] M is [PII].
[CUSTOMER][NEUTRAL] Uh, so the 2 says hit [PII].
[AGENT][NEGATIVE] So so you're not nice.
[CUSTOMER][NEUTRAL] I go back?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII], you know the milo esento.
[AGENT][NEUTRAL] electronico questa.
[CUSTOMER][NEGATIVE] Yeah because he's all oh no because he's personal sue.
[CUSTOMER][NEUTRAL] [PII] or you know a [PII] is it.
[AGENT][NEUTRAL] It's just
[AGENT][POSITIVE] See, this is a good thing.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][POSITIVE] Perfect for verification.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The 23.
[CUSTOMER][NEUTRAL] L L
[CUSTOMER][NEUTRAL] The test that was performed.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Is it claim form and Christacao Norreda.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] See your thing just yeah that claim ertololafa loque uh la lindica let me say select the one is some screen or test was performed no matter the biology. It was the biology.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah OK.
[AGENT][NEUTRAL] OK, el el eltamento losso no wellness espara el es porque er for the agnostic bone cancer, correct.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Visio
[AGENT][NEUTRAL] OK, and nose cao you said no er encuentra is a part to the latinacuvi are devido quenoes and rela alo porqueosuminal assuming.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So the, the continuing trans oh but it's ok ok salo.
[CUSTOMER][NEUTRAL] No, I have to get you know.
[AGENT][NEUTRAL] No one, sir.
[CUSTOMER][NEUTRAL] No matter how.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] The ultimo is the generally medically accepted skill test noted above.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But Marravita look at this.
[CUSTOMER][NEUTRAL] Generally, medically accepted a screening tests not listed above.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can er in this time.
[CUSTOMER][NEUTRAL] It'll, it may come the it may come to that.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, it's just la la for the cancer but that you know la section and the lepitos informac.
[CUSTOMER][NEUTRAL] Uh, no, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a little grass.
[CUSTOMER][NEUTRAL] File with this claim, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not er wellness claim queloquepaaaando wellness claim reso is quelestarinando is estayandoitio er tiquebula form on the no is wellness claim Porta so metidos and rela no para wellness you know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Paolo diagnostic of the cancer wellness.
[CUSTOMER][NEUTRAL] Yeah, I cango is a
[AGENT][NEUTRAL] Wellness no Parese Otra obion and la coloste pueda sum clamo part so is a wellness not a.
[CUSTOMER][NEUTRAL] Uh, no, so is it, uh, my claims, so let me see file awareness claim, so, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me say my claim is
[AGENT][NEUTRAL] This was my claim loeba of wellness claims. It's a store logetino so those.
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So I wanna file a awareness claim.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEGATIVE] None at all.
[CUSTOMER][POSITIVE] Eat up in my in my case it's a I love files so what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, uh, a wellness claim is, is comman mention is a, is a wellness claim and it's the castle is.
[AGENT][NEUTRAL] It uncle.
[AGENT][NEUTRAL] Porques just relisa un unexaming and so don't relia examjanuualescor respect to a paracomosan salo and este casoliacommorida er cancer ands and wellness rela or cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Uh, the screening sque unose paraver or not cancer or no in a cancer. This is in in the caoteca and tousitine quele er er then they say upload files I is still so mereclamo que no relasina.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and you say uh active right? uh the active one next, OK.
[CUSTOMER][NEUTRAL] Uh huh, insurance select files.
[AGENT][NEUTRAL] Correct, I am the need to select files. I use instead levaar click leva uh aque upload los documentosquetein and the moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] But I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me download it.
[CUSTOMER][NEUTRAL] There you go, OK.
[CUSTOMER][POSITIVE] That so that's so good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There you go. Yellow, yellow, yellow.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It said upload so submit it.
[AGENT][POSITIVE] Correct, I see.
[AGENT][NEUTRAL] So yeah quesila sovioloso commentos quetiennee para clamolole subme he Ija bamosa ras lossos er protament.
[CUSTOMER][NEUTRAL] OK, yeah just not.
[AGENT][NEUTRAL] Polo.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Is that totosis?
[AGENT][NEUTRAL] AC bueno este caso nose no la la forma the cancer.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But, but you are actually clamoant you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] La
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Seeloques say in a secao.
[AGENT][NEUTRAL] format.
[AGENT][NEUTRAL] Amenos quesa pardon.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Er, no rea and inladoerresa de cargar format or
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] The boy back here.
[AGENT][NEUTRAL] loquepodemosocao sister gusta lepodeer una unaopia and fe assucorreo electronico.
[AGENT][NEUTRAL] But I just said
[CUSTOMER][NEGATIVE] Yeah, that one that they gonna pay I don't have yeah she put forward.
[AGENT][NEUTRAL] See la la la una correct lama la forma cancer.
[AGENT][NEUTRAL] Parepodamos juntare documento con loss [PII] ok ok got documentoski.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Solution
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] No to know it is this easy.
[CUSTOMER][NEUTRAL] Yeah yeah
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] State and balance information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] unaopia and de lama they claim the
[AGENT][NEUTRAL] The cancer claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Palaeondo term has no nosle.
[CUSTOMER][NEUTRAL] The victim.
[AGENT][NEUTRAL] In lamenta es su re electronico medijo is banalques is always always.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Excellent. We provided.
[CUSTOMER][NEUTRAL] Will [PII]. Yes, sir.
[AGENT][NEUTRAL] We prepare el correo oramimo permit me solomitito no.
[CUSTOMER][NEUTRAL] No, uh, it's all. I don't know. I give me I give me the canoe me miss um.
[CUSTOMER][NEUTRAL] Uh, colonoscopy?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Fiona
[CUSTOMER][NEUTRAL] The um but.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The the other numbers 14 I be up.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, one gusta juntola.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Put it on there.
[CUSTOMER][NEUTRAL] Er, it's a sausa before after the novi and goes to in noviembrea to process the ques to madonna said some hes me to go.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Lala.
[CUSTOMER][NEUTRAL] It it was a wellness claim hour or it's all it's part it's a claim where is it part is the claim.
[AGENT][NEUTRAL] Monoporier part a clean.
[AGENT][NEUTRAL] Tuesday this year, um.
[AGENT][NEUTRAL] Clos documentcumentos.
[AGENT][NEUTRAL] Sissello documentos las facto de pao el el diagnostico lion.
[CUSTOMER][NEUTRAL] Is de Pago.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] To servisio controspect to a biopsia econoscopy.
[AGENT][NEGATIVE] And tosesseca pue junta losest forma de la la.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][POSITIVE] OK, perfect, a different, a different compo different thing.
[CUSTOMER][NEUTRAL] Uh, [PII] out of Central America.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] See, no, no, I.
[AGENT][NEUTRAL] No, it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They you know but.
[AGENT][POSITIVE] OK, perfect. I'll go.
[CUSTOMER][NEUTRAL] Nothing else, but yeah, it's correo.
[AGENT][POSITIVE] Perfect. Ossa poll.
[CUSTOMER][NEUTRAL] Wellington we realize, you know.
[CUSTOMER][NEUTRAL] How do I go.