AccountId: 011433970860
ContactId: d3314869-534d-45d3-a4b3-6fbaa202b285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 605039 ms
Total Talk Time (AGENT): 254873 ms
Total Talk Time (CUSTOMER): 204458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d3314869-534d-45d3-a4b3-6fbaa202b285_20250122T23:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We're gonna start.
[CUSTOMER][NEGATIVE] Buena me number lazy word has meata the end don't claim or see.
[AGENT][NEUTRAL] OK, and the system for that person.
[CUSTOMER][NEGATIVE] Uh, no, no, no.
[AGENT][NEUTRAL] Hey, let him.
[CUSTOMER][NEGATIVE] It is a no.
[AGENT][NEUTRAL] See, see policea apele city is pole poliaiamos in and then karta.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm, mime polite errodos incite.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did you say I do.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you figure for fenasimino direction in the telephone.
[CUSTOMER][NEUTRAL] See mi mire me no tele squares [PII] get the same.
[AGENT][NEUTRAL] electronicosa sings.
[CUSTOMER][NEUTRAL] As lady has the aro Ito.
[AGENT][NEUTRAL] Which is immigra you know work partlatata mano.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So that.
[AGENT][NEUTRAL] OK, the algo que commodiga claim number CS sue that is no port.
[CUSTOMER][NEUTRAL] I think I have one.
[CUSTOMER][NEUTRAL] No, no, but it's a claim number.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so you
[AGENT][POSITIVE] Super tape parese and then documentcumentolo still over you.
[CUSTOMER][NEUTRAL] Clado.
[AGENT][NEUTRAL] OK, um, nola Parese and aparte superioriquierda is a claim number.
[CUSTOMER][NEUTRAL] No, no, no, no claim number, no.
[AGENT][POSITIVE] good informacion circa ocus.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, so, OK, we have received a claim on your policy and review of the claim as started. In some cases, additional information must be required from your, your provider of medical service for the claim to be processed. We'll contact you if you if more information is needed.
[CUSTOMER][POSITIVE] Thank you for choos uh April with your insurance needs. As always, feel free to contact us with any questions, concerns.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Also we in contrast.
[CUSTOMER][NEUTRAL] Pero the stratao no.
[AGENT][NEUTRAL] Seele preunto porque I re numerouss the claim relauner claim number elata.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I get you know on um pay uh box.
[CUSTOMER][NEGATIVE] The cuatro thing no.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, the laparto teleorevita de so this is a claim number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Nobody.
[CUSTOMER][NEUTRAL] So, uh, la fashion.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, they are, they are polite to holder. Uh, no, no, you cannot.
[AGENT][NEUTRAL] No is a claim number Don de la pare Nombre in a part on the pare lazy em a Borges.
[CUSTOMER][POSITIVE] See you better yeah yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But no lasciviendoseborges er er saberqueneitamos of the early in the sun pleador paralahibi parapoverse processando el reclamoivimos.
[CUSTOMER][POSITIVE] But call it they get the right one.
[AGENT][NEUTRAL] Usteroistenci American or as a.
[CUSTOMER][NEUTRAL] Yeah, I see.
[AGENT][NEUTRAL] Recuer de la Fecha?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, say Daros.
[AGENT][POSITIVE] OK. Correct.
[AGENT][NEUTRAL] Locumento querese key uh specifica quistao Sivio and Century integrated partners.
[AGENT][NEUTRAL] Fuevista um ella.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Just way amando para para parael and the nema number but the men unosato peromando peronadia me contes in the study and spa in a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] better build de de la con.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] to see an effect.
[AGENT][NEUTRAL] Sean Horrell
[CUSTOMER][NEUTRAL] Mhm she like.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, to a complication favada ala emergenciaibo b quete esta el locomo questa reciviendo esel bill de doctor mentioned.
[AGENT][NEUTRAL] I uh for processado in embargo nomosindas beneficial porquestamos solicita and the osan informacion de su and plead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And enabborges a mene con in the partamento queen cara de man harling pharmacion de los de los seguro medics and sutravajoarque use a communique conostamente.
[CUSTOMER][NEUTRAL] OK, uh, then they call me alami.
[AGENT][NEUTRAL] As he is.
[AGENT][NEGATIVE] Collo seguros and damos pharmac podamos deformacion questamosando parapo process and.
[CUSTOMER][NEUTRAL] OK, and the end.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Uh, so you go by nomaro is a queer para para de de de losidal, uh, my podria or beetto rela.
[AGENT][NEUTRAL] no no no.
[CUSTOMER][NEUTRAL] Que yammo conta con numeral para quelo ianoma.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh bueno parano processclamova as a resitamos quespleorab conositamoque is not contactinger paraquinomosopel informaitamos parai process moipalo.
[AGENT][NEUTRAL] Uh, in relational tea men and esquelament or a doctor.
[CUSTOMER][NEUTRAL] Oh, OK, Indian.
[CUSTOMER][NEUTRAL] Oh, and
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] I'll.
[CUSTOMER][NEUTRAL] Uh, no, no, my contact er departmentmento.
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] Correct, you see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] the momentoque de seguro i e diques no que communics processano el relamo.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It wasn't it one.