AccountId: 011433970860
ContactId: d6f8b6c4-c7c2-4497-aa35-2187a83cc486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543359 ms
Total Talk Time (AGENT): 232149 ms
Total Talk Time (CUSTOMER): 69331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d6f8b6c4-c7c2-4497-aa35-2187a83cc486_20250108T18:44_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] When.
[CUSTOMER][NEUTRAL] Oh yes, a carte er me status reclamo uh depositaro yo.
[CUSTOMER][NEGATIVE] It's the provado no send it.
[AGENT][NEUTRAL] OK, may I put for the cir the police are gonna sac.
[CUSTOMER][NEUTRAL] M.
[AGENT][NEUTRAL] E.
[CUSTOMER][NEUTRAL] OK, it says cuatro cinco say social say social [PII].
[AGENT][NEUTRAL] OK, nae says [PII] says [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me down on the Zoom a little before.
[AGENT][NEUTRAL] tele.
[CUSTOMER][NEUTRAL] OK Noviembree says its [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Ikea or electronico.
[AGENT][NEUTRAL] See electronica.
[CUSTOMER][NEUTRAL] The [PII] [PII].
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No quit [PII].
[AGENT][NEUTRAL] Mu confirmized information even assmando and rela status estopolia de de sabra.
[CUSTOMER][NEUTRAL] Hey, it's to disability.
[AGENT][POSITIVE] OK, perfect. [PII] lamo a little.
[CUSTOMER][NEUTRAL] Ah, come vere de cuatro.
[AGENT][POSITIVE] Perfect.
[AGENT][NEGATIVE] He drained.
[AGENT][NEUTRAL] me to look to the lamo.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. ellamo process deisto.
[AGENT][POSITIVE] This sequelos beneficios stampendienteier.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Reads on a er celes ban and bio apar del quince estes.
[CUSTOMER][NEUTRAL] I quince is the cuanto.
[AGENT][NEUTRAL] the tournament and no mona mono solo in the casino. I want queseba.
[AGENT][NEUTRAL] Televilos Fondos del qui.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, you know, Mandera can can me queme cuantoes.
[CUSTOMER][NEUTRAL] El Monto
[AGENT][NEUTRAL] But on the respect.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Good afternoon. How are you doing? How are you?
[AGENT][POSITIVE] Happy holidays.
[AGENT][POSITIVE] You had a good time?
[AGENT][POSITIVE] That's awesome. That's.
[AGENT][NEUTRAL] Yeah, I do, I do. I don't remember some days last week.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] So you can tell how good it was.
[AGENT][NEUTRAL] Yeah, there's some part very fussy still in my head, you know, trying to, trying to collect all the data before, you know.
[AGENT][NEUTRAL] Yeah, yeah. That's what the holidays are about are about.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To say I'm calling you because I have an insured on the phone who wants to know when we're gonna pay the benefits and how much is gonna be paid, a policy.
[AGENT][NEUTRAL] It's 236-246-0.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, I found the code IA 500, yeah.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah, I was able to see the code and I, and I gave this information to him, but he wants to know how much is gonna be paid.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I was, I was thinking maybe.
[AGENT][NEUTRAL] It's the same amount that we paid.
[AGENT][NEUTRAL] Back in December.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a guarantee that.
[AGENT][NEUTRAL] OK, so the benefit is 3000, but it's not a guarantee he will be, he will get the 3000.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Got it, got it. That sounds good.
[AGENT][POSITIVE] Yeah, yeah, and pray and pray for that, yeah.
[AGENT][NEUTRAL] You know, to the
[AGENT][NEUTRAL] You know, like a, like a last gift from holidays. Um, question, what happened, what happened if, like, like in this situation, right, that this, this member says, OK, oh we're expecting to have to receive $3000 but he doesn't, and they call and ask.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] You know, I was expecting this amount, but you guys are not paying this amount. What, what, what's going on?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] look at the situation.
[AGENT][NEUTRAL] You give me that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] That you know he's not work he's not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] And see what they did.
[AGENT][NEUTRAL] Got you. Yeah, yeah, there's a lot of variables to, to take in consideration before we, we give the $3000 right?