AccountId: 011433970860
ContactId: d7b6a6d1-7191-4a04-80a1-f792e3641bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503929 ms
Total Talk Time (AGENT): 283522 ms
Total Talk Time (CUSTOMER): 134769 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d7b6a6d1-7191-4a04-80a1-f792e3641bd3_20250527T12:25_UTC.wav
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[AGENT][NEUTRAL] one of the.
[CUSTOMER][NEUTRAL] One of the, I mean I'm the one caballero.
[AGENT][NEUTRAL] Oh yeah, so you come the other way.
[CUSTOMER][NEUTRAL] birth certificates medicine no no it's a it's a bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] And the bolia teno erro and Tino.
[CUSTOMER][NEUTRAL] Unodos no rocinco.
[AGENT][POSITIVE] gracias.
[AGENT][NEUTRAL] you know
[CUSTOMER][NEUTRAL] Hey is one.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEGATIVE] On second me no deciore.
[CUSTOMER][NEUTRAL] No you sayin say the quadro.
[AGENT][NEUTRAL] Is that soon you know the word.
[CUSTOMER][NEUTRAL] This is the Northeast Centren tree.
[CUSTOMER][NEUTRAL] No, no, [PII] retrejuna.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, and then [PII].
[AGENT][NEUTRAL] Its para.
[CUSTOMER][POSITIVE] See correct.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and the choosinco.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You precis.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No [PII].
[AGENT][NEUTRAL] You can say in.
[CUSTOMER][NEUTRAL] Yeah, so I don't think.
[CUSTOMER][NEUTRAL] It's a follow because I don't care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I get the notes in the system um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Singao deo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Er the Mount Sinai medical center islamo a process of apele eliatidos de mayo delosinco is a solicitando likeslica the beneficio de seguo principals by the truss cinemago the momento no information and respect.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The pediatrics que this mean moreso bus Mount Sinai.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know. I don't know, but then I think about mountain comealgo the hit in testsa go see yeah this in here on cano nova and relado nesafe.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In.
[CUSTOMER][NEUTRAL] U.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Metacommoqueremo que queta activvotapolia the del Diaio and contras me portal comseria.
[AGENT][NEUTRAL] la la laer is in.
[AGENT][NEUTRAL] Familiar cert.
[AGENT][NEUTRAL] Uh, less specific, um, [PII] lamiento de los cube pola.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Latura Lalia on grass there's the momentum que elna covers [PII].
[AGENT][NEUTRAL] Elamo de puelo Cel bebe no lana police and to sneer.
[AGENT][NEUTRAL] Peroi o telos string is um.
[AGENT][NEUTRAL] Of DNA DNA is a is a beneficial gracia and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Is a
[AGENT][NEUTRAL] is the
[AGENT][POSITIVE] facil Mona make a center.
[AGENT][NEUTRAL] Um, Los Cargos de loss come on.
[AGENT][NEUTRAL] Examinerscular really so.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] To.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Dominocientostas.
[AGENT][NEUTRAL] And you say the mio cona embargo necessitanos likes casino beneficios carsalde.
[AGENT][NEUTRAL] Esmon top o no no because lonegamos is the moso.
[AGENT][NEUTRAL] Yeah, but it is historically more.
[CUSTOMER][NEUTRAL] for Mount Sina killbioes so queer less itemized bill.
[AGENT][NEGATIVE] Oh no, it's a false death.
[CUSTOMER][NEUTRAL] We que at the loans mios.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] what's up.
[CUSTOMER][NEUTRAL] And, and be
[AGENT][NEUTRAL] Yes she is.
[CUSTOMER][NEUTRAL] Is the car.
[AGENT][NEUTRAL] Like splicains principal ad.
[CUSTOMER][NEUTRAL] So your intro I it will call explanation of benefit there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See an explanation of benefits the the marsocho marzo n.
[AGENT][NEUTRAL] In.
[AGENT][NEUTRAL] E.
[CUSTOMER][POSITIVE] Oh perfect. I have that more in a portal.
[AGENT][NEUTRAL] As a cone.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, well she's in my.
[CUSTOMER][NEUTRAL] OK, which I can ask you.
[AGENT][NEUTRAL] And.