AccountId: 011433970860
ContactId: d36bbcf8-0a40-4d69-aed6-c7f3ed1ec16a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764359 ms
Total Talk Time (AGENT): 388502 ms
Total Talk Time (CUSTOMER): 236834 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d36bbcf8-0a40-4d69-aed6-c7f3ed1ec16a_20250331T14:54_UTC.wav
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[AGENT][NEUTRAL] One of the.
[CUSTOMER][POSITIVE] See mucha gracias my numbers [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] See mira casque pound poque so in nova con el plan the the the estesseguro er quisierra system me pueing for my um for the tenal on my camentoiqueros a veriscuviertos or er el seguro.
[AGENT][NEUTRAL] this year.
[CUSTOMER][NEUTRAL] Apele.
[CUSTOMER][NEUTRAL] Polia this is set of enticinco noventicincootao.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2 potatoes.
[AGENT][NEUTRAL] The number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] er.
[CUSTOMER][NEUTRAL] So [PII] he came on my TV.
[AGENT][NEUTRAL] So the telephone number 4.
[CUSTOMER][NEUTRAL] The test is [PII] in era telephone teochoiete [PII].
[AGENT][NEUTRAL] No electronica.
[CUSTOMER][NEUTRAL] It's Betty [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Just for verification for my one and the other is to study [PII] con respect to as the certomento circus.
[CUSTOMER][NEUTRAL] Mhm. I see.
[AGENT][NEUTRAL] OK, we put forward one [PII].
[AGENT][NEUTRAL] And una to say disclaim police officers.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Memosimen cases of police and no prescription.
[AGENT][NEUTRAL] Solomante in casos a loss of Medina hospital in Casoqueseavisa here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the hospital when a clinical doctor it in because I examine the diagnosticos.
[CUSTOMER][NEUTRAL] no plan.
[CUSTOMER][NEUTRAL] So I can cover mericamento.
[AGENT][NEUTRAL] Mancamento encio mementos in cuantosa.
[CUSTOMER][NEGATIVE] So lamentos you a prescription Norita no mela cure.
[AGENT][NEUTRAL] No, a few minutes but then we're gonna.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It was in quepago but I cannot make.
[CUSTOMER][NEUTRAL] It's a plan.
[CUSTOMER][NEUTRAL] A caso test and nottrolanque cure mascosas.
[AGENT][NEUTRAL] I plan a differentescaitian uh Brian and certo's uh beneficio embargo devido is the full plan quesu company travajo elicio.
[AGENT][NEGATIVE] Olos plan is a loss.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, senor Jimenezusten nove and aarjeta Igoque this farmavale.
[CUSTOMER][NEUTRAL] This OK?
[AGENT][NEUTRAL] Farm Avale farm the pharmacy, P H R L M A.
[AGENT][NEUTRAL] Legolapalabrave R V R E L A.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They have they have this thing of those go go for Io those parta it's a multi plan.
[AGENT][NEUTRAL] Correct. I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK una is a multi plan and it's a multiplying in this uh.
[CUSTOMER][NEUTRAL] Made impact ambien.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is uh noseques in eroque physical que on loss co-payments do is in cuenta dollars.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The same.
[CUSTOMER][NEUTRAL] So we are gonna go the pharmacy but on the way.
[CUSTOMER][NEUTRAL] Medical claim, mail, no.
[CUSTOMER][NEUTRAL] The oak this a group voluntary dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that is a limited medic plan.
[AGENT][NEUTRAL] OK, A is a limited medical plan.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Eel Nomero the polia dosing sino choo.
[CUSTOMER][NEUTRAL] Can it erodosin conue cinco seo tao.
[AGENT][POSITIVE] Perfectola part posterio de la ta.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Lease don medical benefit verification. Yes nostro de tele.
[AGENT][NEUTRAL] [PII] los er reclaim masabajito depresso is a farm veil.
[AGENT][NEUTRAL] Pharmael is la companer quelerida beneficios contraspecto uh a prescription.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Don't they use a pharmacia.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's a pharmacy help desk.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] This is a pharmacy help desk?
[AGENT][NEUTRAL] I yes, I use car use paraqueuela pretos contraspecto alos medicamentosque de loss.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Lets yes yes it's this in a company to the uh different look is apeleque like you still say the moment.
[CUSTOMER][NEUTRAL] OK, in esta pharmacia Weaviculada con conel seguroque just to pagano.
[AGENT][NEUTRAL] Its una una company different loque Jimene esque multiple junta but the segurosindalecada una de las dale er lacureque a moment apele le cure.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Incaocommenmenteijia just piericacion the uh examinees uh diagnosticos farmavele cure olevabre inar beneficios con respect to uh um loge on medicinas prescues.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I circa division.
[AGENT][NEUTRAL] Of virtual career loaves the Walmart.
[AGENT][NEUTRAL] It also it's it's a look at as a multi plan junta company.
[AGENT][NEUTRAL] Parade unla bring Dalela cover to the uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Basel.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Coquito complic we don't they can ja.
[CUSTOMER][NEUTRAL] OK, in arita Jamar a pharmacy help desk.
[AGENT][POSITIVE] Correct, I see Cons respect to as precu.
[CUSTOMER][NEUTRAL] I already had already watched it and just.
[AGENT][NEUTRAL] To correct yes respect to ala alas prescriptions de lass men the casamentos in casocutene information incas cues information as circa del gore clamo delguna visits the algoa and the al exam and agnostico inssecausinosos.
[CUSTOMER][NEUTRAL] Oh, OK, but I don't I do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, Porque porqueloye come on customer service.
[AGENT][NEUTRAL] Correct to see Siena parts on the levea medical benefit verification customer service carer um is a key and it's a numeral don dese verifica like over to [PII] quelerida.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] He was beneficio.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, the heme Jamarinton has send me one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, they have me say get a common control line for information and can he it.
[CUSTOMER][POSITIVE] Which is in my gracia.
[AGENT][POSITIVE] It's really good.
[CUSTOMER][NEUTRAL] Oh [PII] is the is the is the.
[AGENT][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] Cervio.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I love jamo for lossota preunwatis to me [PII] say achea the Cambridge in [PII] to [PII] contract.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the casustere queer la parte in frentelaarcheto la casinal de la archeta is to locate a provider.
[AGENT][NEUTRAL] ala passion as a multi plan or the jamara numeral quila part deva.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Multi circa de los medio quest bare the multiplan.
[AGENT][NEUTRAL] The with the visitors use bana tomar information del Seguro.
[CUSTOMER][POSITIVE] Sio esta and to nose produces good.
[AGENT][NEUTRAL] Wear the arsine bargola unicaque in contrariseo esquelaus the planer los medio questambajola redeuser TNNoroillo des cuentoser audes con conspectoalalloques de Coro de loseriovius.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You see there's a protons and then through medical quetebajolare the the multipletso de cuentoses are used nose.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Per say well it just say a the intro of era de la.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, OK, so she tells you the polo poco in in Cuquelado.
[AGENT][POSITIVE] Correct. SES.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That solamentelos systembajo plant in des cuentos.
[AGENT][NEUTRAL] SS er medio questavajo el el el la re multiplanetso medios silueenebrarottipo de de cuentos all this cuentos queer no encontraria and proborque no esteba multipla.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, grass to the bus.
[AGENT][NEUTRAL] And do that.
[CUSTOMER][NEUTRAL] Like brothers.
[CUSTOMER][NEUTRAL] No, no, no. You took glasses.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Oh she, that's your husband.