AccountId: 011433970860
ContactId: d8b89669-591e-42d7-a621-aeb68b187f57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 900789 ms
Total Talk Time (AGENT): 367405 ms
Total Talk Time (CUSTOMER): 252044 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d8b89669-591e-42d7-a621-aeb68b187f57_20250109T17:54_UTC.wav
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[AGENT][POSITIVE] We want to start this gracias [PII].
[CUSTOMER][NEUTRAL] Hey I'm doing just busy.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] When the come the staff.
[CUSTOMER][NEUTRAL] Elise mere 6 sala persona as er una reclamacion conel baptist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, for in lapaau me me erracono que yaa tomatao eum masoloum sister.
[CUSTOMER][NEUTRAL] Pay what you receive for on um communicacy on the collection.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK er before.
[AGENT][NEUTRAL] Collacasillo conguoartelao de la polia.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Mm no.
[CUSTOMER][NEUTRAL] Goal social of sorry.
[CUSTOMER][NEUTRAL] For the company.
[AGENT][NEUTRAL] Mhm, call me a numeral de social yeah port of call is a numeral.
[CUSTOMER][NEUTRAL] OK, Clos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Satin.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Quattros here in [PII].
[AGENT][NEUTRAL] You can't see it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, gracias.
[AGENT][NEUTRAL] Pola etchenasmiento.
[CUSTOMER][NEUTRAL] OK, do 70 on say 0.
[AGENT][NEUTRAL] Ilareion de la casa.
[CUSTOMER][NEUTRAL] No in [PII] is always in 2 Cinco year nomiro in [PII] res not just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then would you have?
[AGENT][NEUTRAL] Uh tell me I put to email numeral.
[CUSTOMER][NEUTRAL] See, uh, [PII] is telephone associated to say so.
[AGENT][NEUTRAL] C just says I.
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][NEUTRAL] OK, classes. The name was un Pareseque is a port rebajonesisitamos cambiallo.
[CUSTOMER][NEUTRAL] Uh, no, let me get in here the travel.
[AGENT][NEUTRAL] The name of the email there.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII] is OK, studying.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. OK, OK.
[CUSTOMER][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] OK, it is a Klama for you and Abril Demal pain Tray.
[CUSTOMER][NEUTRAL] Mhm. I see, yes.
[AGENT][NEUTRAL] It's your bottle checky moment.
[CUSTOMER][NEUTRAL] Per persona as ones that to me quelo lo resol baptist peroanna comunicca on the collection so keep us.
[AGENT][NEUTRAL] It is a case en elano de dosm be traces or benti quattro.
[CUSTOMER][NEUTRAL] 20 quadro.
[AGENT][POSITIVE] OK, OK, gracias.
[AGENT][NEUTRAL] OK, let me check the is is the hospital?
[CUSTOMER][NEUTRAL] See del Baptis.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] La except for the mental.
[AGENT][NEUTRAL] In the navy, OK.
[AGENT][NEUTRAL] And Loki Pasa is a.
[AGENT][NEUTRAL] Fuel veel Diestel.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] West Kendall Baptist Hospital.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The nemorilamo de el [PII] as still de [PII] ipagamosesciento sincuenta doledes.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah isabildo or where is it?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So since I do new concordant cystos.
[AGENT][NEUTRAL] Poresa fecha Ipamo esciento sincuenta dolodes a Baptist hospital, a West Kendal Baptist Hospital.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And downstairs at the end.
[AGENT][NEUTRAL] For Quanto stapiendo Quanto.
[CUSTOMER][NEUTRAL] And it's the momento [PII] sets.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But check out see a recipe here on the check in Modi.
[AGENT][NEUTRAL] Let's if relamofa processado el [PII].
[AGENT][NEUTRAL] Ipagamos.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Scientosincuentaolo de O West Kindal Baptist Hospital.
[AGENT][NEGATIVE] I er lumero de Chequee del reclamo tambienciquerimarlos.
[CUSTOMER][NEUTRAL] Pero is.
[AGENT][NEUTRAL] Uh, mosses sins reclamos tambien.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Parqueliapaga disablio pago cour de la Seguipal before I check the RLELB explicacy on their beneficials.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] It's better my mom det though.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ifue uncourorsecientos encuenta dolores eso is loquepagamos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Equant to perianjos.
[AGENT][NEUTRAL] Who's on?
[CUSTOMER][NEUTRAL] Cola.
[AGENT][NEUTRAL] De la Cantida the.
[CUSTOMER][NEUTRAL] Ostaiano el baptis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cintado's mill conquentase doledes.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It's like cantida dell bill.
[AGENT][NEUTRAL] EDC.
[AGENT][NEUTRAL] For a
[AGENT][NEUTRAL] Humana applico seciento sincuenta porsusosegure sesoloquipamos.
[CUSTOMER][NEUTRAL] Claro.
[AGENT][NEUTRAL] The porquetali Oso.
[AGENT][NEUTRAL] Conalco.
[CUSTOMER][NEUTRAL] So any OK OK yes yes.
[AGENT][NEUTRAL] Necessit yalos but the cirque apele pagosecientos in cuentologicopperodala lumio de relamo.
[AGENT][NEUTRAL] I numeral de Chechi illadrexion.
[AGENT][NEUTRAL] Kilo Mandemoelcheque.
[AGENT][NEUTRAL] Jamaeos paradalaacion aus.
[CUSTOMER][NEGATIVE] But no.
[AGENT][NEUTRAL] Conaneracque the namemos no, no.
[AGENT][NEUTRAL] Nomos in total or osseurs.
[CUSTOMER][NEUTRAL] Just that is for me email but [PII] you support del power porque panlo supported del pago noqueloqueo lets see.
[AGENT][NEUTRAL] Mhm. [PII] explicacion del beneficio de sore throat re numero de reclamo and numero de check it to.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] No date of birth for all.
[AGENT][NEUTRAL] [PII] or Otra email?
[CUSTOMER][NEUTRAL] She is historian.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just be me a moment.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] OK, yellow man desire desirebrel attachment.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] out
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, perola direction on the emails.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. [PII]. I don't know no no let me see.
[AGENT][NEUTRAL] Avisis necesito los muntos.
[CUSTOMER][NEGATIVE] I see it was spam. Akita is spam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just put in the document.
[AGENT][NEUTRAL] But a very lumero del checking I can say that.
[AGENT][NEUTRAL] Latherexion.
[CUSTOMER][NEGATIVE] So broken up where it is.
[CUSTOMER][NEGATIVE] See pero la reclamac on the.
[AGENT][NEUTRAL] And the letter lamo.
[AGENT][NEUTRAL] It's under claim number is 3.
[CUSTOMER][NEUTRAL] Del Papti.
[CUSTOMER][NEUTRAL] Coosamosaquiente.
[AGENT][NEUTRAL] But I can no porque deliacion querecibimos.
[AGENT][NEUTRAL] The humana so of the Cour de seciento encuenta.
[CUSTOMER][NEUTRAL] It took the appoint on the line for one.
[AGENT][NEUTRAL] Uh, was there neita Chear con concumana.
[CUSTOMER][NEUTRAL] But this is.
[CUSTOMER][NEUTRAL] Did you porque [PII].
[AGENT][NEUTRAL] See, and there's a seat to check you don't.
[CUSTOMER][NEUTRAL] Ok balance.
[AGENT][NEUTRAL] Conhuma.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Porque de la informacion queba lomando conne Relamo.
[AGENT][NEUTRAL] Soloveo uncourse sincuenta nose porque stabilianorocho sciento sincuenta dolores.
[CUSTOMER][NEUTRAL] You check aro yeah.
[AGENT][NEUTRAL] Naisita Blacon Humana.
[AGENT][NEUTRAL] But to check the RCI or.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] the check.
[CUSTOMER][NEUTRAL] It's the check chains is quatroentastacora.
[AGENT][NEUTRAL] She.
[AGENT][NEUTRAL] Paresenoporeo necessitamos versa is lorebieronelcheque isino a marmos.
[CUSTOMER][NEUTRAL] Send a thing for my oi yellow.
[AGENT][NEUTRAL] But a second no, and the local brand.
[AGENT][NEUTRAL] But a flip or pay old box.
[AGENT][NEUTRAL] Ciete Cuatro unouattro rete in Atlanta.
[AGENT][NEUTRAL] It is the direction and Elamo.
[CUSTOMER][NEUTRAL] You started your Baptist.
[AGENT][NEUTRAL] Mhm. West Kindall Baptist Hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, so yeah, you know, recipi res recipierchequeitnemarsipodemos, um, mandar Orecheque.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, yes.
[AGENT][POSITIVE] Gracias austen apele quepassesitalcomasiaos OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. OK, got it.
[AGENT][POSITIVE] [PII] Gracias, bye.