AccountId: 011433970860
ContactId: dbd85207-fc87-49b3-89d1-905f733fba72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 723270 ms
Total Talk Time (AGENT): 390244 ms
Total Talk Time (CUSTOMER): 336101 ms
Interruptions: 11
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/dbd85207-fc87-49b3-89d1-905f733fba72_20250410T16:23_UTC.wav
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[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] [PII] gracia for Marapelela so conquin or gusto.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] was it?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] or?
[AGENT][NEUTRAL] No right. OK, come and the others you know one.
[CUSTOMER][POSITIVE] It's been my best pajamas.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] questa er medicine consult er commode copagoalsi or or or to [PII] no ques no este host noo or nothing with that information.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, um, and also, so I dental.
[CUSTOMER][NEUTRAL] No, it's the Porto orthopedic del pyama orto Cs del Pona uh one reel el pradoqueo tier.
[AGENT][NEUTRAL] Or 280. OK. OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK OK
[AGENT][NEUTRAL] OK, CCC.
[CUSTOMER][NEUTRAL] If you're not receiving the the amount. Mhm.
[AGENT][NEUTRAL] OK, thank you. Seelose or to pedig orto don't queer.
[CUSTOMER][NEUTRAL] No. See.
[AGENT][NEUTRAL] OK, so, um, the he, uh, numeral polisa.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh why not uh.
[CUSTOMER][NEUTRAL] A group of is it normal?
[AGENT][NEUTRAL] No, I said a questa la la they say inpatient outpatient, sorry.
[CUSTOMER][NEUTRAL] When a paba one this.
[CUSTOMER][NEUTRAL] Alpaciente benefits certificate number buenodosiocho guarenta DSC [PII] de mama ele deloromina noocho.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] See, perfect.
[AGENT][MIXED] OK, graciasova but other numeral telephone and sequelajamaa.
[CUSTOMER][NEUTRAL] See your face siete dose water cuatro n.
[AGENT][NEUTRAL] OK, gracias in a sit erica facient directionicore electronico perrida.
[CUSTOMER][NEUTRAL] See see cro unocerrocuatote or er la de cientos in cuento inosa ento 3 [PII].
[CUSTOMER][NEUTRAL] In Cole toico is Mary.
[CUSTOMER][NEUTRAL] S D are arova Pontoon.
[CUSTOMER][NEUTRAL] Maria Esconi the Yankee.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Gracias in the benefits you can see.
[CUSTOMER][NEUTRAL] Money and more.
[CUSTOMER][NEUTRAL] No one ever used to.
[AGENT][NEUTRAL] OK, the hemelalo beneficio guarantia pagoa veras the covertura. Yes, so so on disclaimer, um, la poliacommotal ejuna poliaaria supplementaria was on outpatient maximum benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] maximum the ambulao the millarees mildo the adios some para facil ambulaas no some para doctor um so tea on the cavera no cuerto a last um ilafio era salagen una una.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Fasilidaijentea loitarca and ambulaia that meania para preva de dnoticas so unafailida um bulaia de noo una preva de dian noolo vital um tian cuida.
[AGENT][NEUTRAL] Um, um, uh, tatamiento in mental rentao and a ya.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you say mental parts sietelola I can find jose and I'm like.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] to secure los copagos.
[CUSTOMER][NEUTRAL] They loque to tengasque pagar in a consulta tenga queero de los to look.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Eloque melicola persona I get cocona I er joy to a consulta the specialista the pm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The report.
[AGENT][NEUTRAL] Uh, I see.
[AGENT][NEUTRAL] Let see.
[CUSTOMER][NEUTRAL] specialist insekis era and er no clara er nopagoloque masquelacha nose.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, but informacyam man no no so kirier um, so no sores no curimonada and efistas.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh doctor de caveera the name of polia Casillo and pero esta queliaparesterupo noloube, OK, so to a polia differentes sevasannamapeleto no porquetoda polia on differente noera no tenemos una poliaera parato de mundo.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll go ahead and run.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so Anton says, uh, parasupoli and particular no secure pealistas les cavesera sodamente secure, uh, is a beneficiloposamolegentarimente and unasa melolosaddoante and um urgent care facil cudo gentes urgent care uh tamin lapodusaolamente and unlopital on una centro de jia indiente.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Prevalopi centrodinoticoenente ratamiento mental emotional and terraiaya facil facilida physica ambulanciamientose so it's a solo beneficio bajo es a beneficiio de milia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, comoquecuanto tina.
[CUSTOMER][NEUTRAL] Itebeque soil.
[AGENT][NEGATIVE] Bodea.
[CUSTOMER][NEUTRAL] Bejoleja or no Por ahorilla.
[AGENT][NEUTRAL] A part of the year.
[AGENT][NEUTRAL] CFDR.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, bueno it's just and brea fias no age I'm no coro mevacoracian in el basin.
[AGENT][NEUTRAL] Embati.
[AGENT][NEUTRAL] Seesolorimofeba please mhm.
[CUSTOMER][NEUTRAL] No coina uh
[CUSTOMER][NEUTRAL] Ah, it's a lot a part uh so punto. Yes, but will be um a la clinic at tamique de bapti the cancer loose king.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh tambian fiona consultalocolo er tampogo age.
[CUSTOMER][NEGATIVE] Now you can not get palo poque del bapti.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, OK, see, see del bati normamentecuteba um on centro questa aillilopieo cover and no commo clinicasino como un centro ambulao and scure bajolo bajolo beneficiocom.
[AGENT][NEUTRAL] So genoamo baptist outpatient service so partes to outpatient benefits are loquesa mucho leviland clinic es algo mop.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, questanta partes yeah pero no curimostevia clinics sin beneficios and the specialista [PII].
[CUSTOMER][NEUTRAL] Mm, OK, sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it depended down the Taino ecomosambiiano.
[CUSTOMER][NEUTRAL] Oh when I look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, mm no la la.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, and.
[CUSTOMER][NEUTRAL] It's to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Melo.
[CUSTOMER][NEUTRAL] In loquesacomo de los [PII] is solos loquezao loque intensiquesal complica.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Normmente see no lepodo guarantees advoque the commovio ortimoque de repente pueda ver undo torques the ener centro de baptis yes cobrado poro cuenta.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so sueleused there the repente doctor porque uea uh are plata person auto to either repenteel bile queen departesuproa clinica tire clinicaparentoses yeah es no seria cudo porquetoses loquesta indo illiano formed clinica and bestbiliiameo baptist.
[AGENT][NEUTRAL] Um, errosinor mamente tolo que vienna the outpatient baptist service queeria um outpatient ambulabulaio de baptist and to esoiscuvitos.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, no. OK, when, when the full information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then now I go masibutrata.
[CUSTOMER][NEUTRAL] No, we come.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Oh, I know. See, but this is a no benefits, see, see one.
[CUSTOMER][NEUTRAL] So your carnate.
[CUSTOMER][NEUTRAL] Mhm. The present organize a present of all.
[AGENT][NEUTRAL] Mhm see Ianatelo queloqueno no easy bre clamoqueokcumoiguo process a mole mosa no no paga service has renegade que no problem OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], wait, I'm waiting over to get that. I'm gonna be.
[AGENT][NEGATIVE] [PII].
[CUSTOMER][POSITIVE] OK, right, absolutely.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.