AccountId: 011433970860
ContactId: d3c58a7e-7b23-4b99-b8d2-160a8eda43f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 688669 ms
Total Talk Time (AGENT): 348590 ms
Total Talk Time (CUSTOMER): 171193 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d3c58a7e-7b23-4b99-b8d2-160a8eda43f9_20250404T18:48_UTC.wav
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[AGENT][NEUTRAL] That.
[CUSTOMER][NEUTRAL] All I wanna start the floor mi no bread roda.
[AGENT][NEUTRAL] You come on and the others in your brothers.
[CUSTOMER][NEUTRAL] Plaro este bueno uh tengo este seguro uh uh lapasada yame para quelia de lore and on the on the puede as seo.
[CUSTOMER][NEUTRAL] We a website.com in zip code on the cuentro melolos er the probelugare and they can no no no seguro and yeah and the saving.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] and I have to lure undosa he to una uncircolo in mandar cameo.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, that's what numero, um, the telephone and casserajamaa connector.
[CUSTOMER][NEGATIVE] No telefono ieto redos vetres [PII] sero cuatro [PII] erro.
[AGENT][NEUTRAL] number of the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cerradossincuent Cincosincuentos dress.
[AGENT][NEUTRAL] OK, I see a moment.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, my verific card um direction.
[CUSTOMER][NEUTRAL] scientoue sec um croue vents direction [PII] cure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 78.
[AGENT][NEUTRAL] OK, the deposa. OK, uh, I got, um.
[AGENT][NEUTRAL] No muchendo pero uh, esta polio tienne commotan un network que una red.
[AGENT][NEUTRAL] Um, it still luga or um the higher the multiplayerre said the nation.
[AGENT][NEUTRAL] Peron no significant que quesara or no contrata the story uh la rareque esto nues unapolisa Matarian me una major medical.
[AGENT][NEUTRAL] You know que unapolisa liar.
[AGENT][NEUTRAL] Um, classes ervian was.
[CUSTOMER][NEUTRAL] el el masencio.
[AGENT][NEUTRAL] Dr. Familia.
[AGENT][NEUTRAL] OK, um, it is a kaloido there is a quenoammano sotros Iguno de hatrata yamanoamento sotropade deformacion on ingno decayamano.
[CUSTOMER][NEUTRAL] Uh, bueno loqueo solo male sebuo it is a no no tourocavito seguro pro pro alique no memosoiqueracheque and deer prolaing it the yes.
[CUSTOMER][NEUTRAL] I thought that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Porque um no sotroporia mosal informacie no yam mane informacion de la polisacommo funciona que beneficio high commosepara so this inform information le puedaospe condo ose communic connotos.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, loo esquelama.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] A jamalopogaha telephone or dioro jammingamente paraqueformacion.
[AGENT][NEUTRAL] Porque monopo alunnaita no no nada nose porque no stando papainacion.
[CUSTOMER][NEUTRAL] OK, it does loque recommend that is the bayajo person meteyame IKO if he can ask uhtra demi demiammada like for maque sesitaos.
[AGENT][NEUTRAL] It's a union iso no nolopo demohai and is a spoorfa in la yamada yallo hiel informacion parapover or as la get the name mohaca ecommo functional la polisa.
[CUSTOMER][NEUTRAL] It is the carcommofuapolisa.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] OK, estapolisajunseuro and limitmitado, um, satando de vera uh soo de caveerra quesadialo questata caro to cavera familia, um, yes to guarantee pagos verification.
[AGENT][NEUTRAL] Uh, ta tala revisita Donica doctoring localcor incorreciosincuenta uno primes used cuenta and leer.
[AGENT][NEUTRAL] Yes, and beer relamo umacquearjeta.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So your participant multi plan le loquevare quecuando lomben um deva um pasarpo loqueo de cuento de multi plan is an applica so plasticamente seinem de cuento amoorciento oriento yes a canasliminaria de locustequera de viendo deco.
[CUSTOMER][NEUTRAL] 41
[AGENT][NEUTRAL] So heloqueseciento que bamosa la sittaciento in cuentare OK um no bamajaparciendo lare our multi plan eosine or or participanco multiplagos and multiplaneerra er repente multiplane on cuento de lares and laments tre
[CUSTOMER][NEUTRAL] It out.
[AGENT][NEGATIVE] But I he just no
[CUSTOMER][NEUTRAL] Yeah so CSK.
[AGENT][NEUTRAL] CSKo particip porqueuna SCo parts no participar Iosiendo no solo mojapaartetoma desillo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, to see your participant.
[AGENT][NEUTRAL] Ceos particippoconoreno participamos conninguno but scios particippaentoses er wastequireseeficio.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The benefici depar the multi plan as provedor no no sotros no not tremos um this cuento uh no sotroloque paramoses una una cantidafijacaserialosiendolares uh as ole covering of the solo noventaolares nootro bamosapadalosi le mandarlos noventamolareamolare hostte no pagamos sien dolares.
[AGENT][NEUTRAL] Polavia attacuatro visa.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Is in sesitto Iposo.
[CUSTOMER][NEUTRAL] Uh, Raj is the quecos.
[AGENT][NEUTRAL] Um, it's a poli a commola detrimente espolia the benefiio paragua prevas the diagnosticos aparte de losola de que palavicia but no moista commodisa aunalistadi was amenteal qualificba the beneficio beneficio apart moment.
[AGENT][NEUTRAL] Theahanna, OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, solo on superpolia of the um beneficio do sciento dolares una estano para un exame de magen peeria um.
[AGENT][NEUTRAL] Losente on MRI on CT scan.
[AGENT][NEUTRAL] Una preva uh una pet scan caerrea marandecase loqueresciolares unao.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a concern in the scanner.
[AGENT][NEUTRAL] The Cooper.
[CUSTOMER][NEUTRAL] Yes, a concertalos of scanner.
[AGENT][POSITIVE] Correct ala alas revas denoticos mhm.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK, um, well to say is that the.
[CUSTOMER][POSITIVE] Is todo gracias.
[AGENT][NEUTRAL] Then uh agitation.
[CUSTOMER][NEUTRAL] No, no, I just say.
[AGENT][POSITIVE] then they gracia.