AccountId: 011433970860
ContactId: dca19fdb-5824-4019-aba0-023e38f8cd9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432440 ms
Total Talk Time (AGENT): 188145 ms
Total Talk Time (CUSTOMER): 179958 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/dca19fdb-5824-4019-aba0-023e38f8cd9e_20250522T15:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Um, I have an insured and his wife on the phone and
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] They're needing someone to speak Spanish.
[AGENT][NEUTRAL] Well, I can do that. Did you get any information?
[CUSTOMER][NEUTRAL] Oh, they gave me because apparently they didn't have a policy number is the insured's name and it's [PII].
[AGENT][NEUTRAL] No telling how many martinuses we have with [PII]. Mhm.
[CUSTOMER][NEUTRAL] Right and um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] They were saying that they were, uh had a, he had medical, she said that he had medical service done, but it was, uh, the provider told them that they didn't have any insurance and he was paying, so they want to know um why or what their next option would be.
[AGENT][NEUTRAL] Do you know if they're in [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I found a
[CUSTOMER][NEUTRAL] Did you find a hymen?
[AGENT][NEUTRAL] I found a Jaime Martinez with the HI policy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] In [PII]. I don't know if that's.
[CUSTOMER][NEUTRAL] Is it turn?
[AGENT][NEUTRAL] No, it's well, 323.
[CUSTOMER][NEUTRAL] Does it show it term?
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Well, let me see what I can do with them. I will see if that's them.
[CUSTOMER][NEUTRAL] It could be them.
[CUSTOMER][POSITIVE] Hopefully. Well, all right. Well, I appreciate you. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you and happy Memorial Day weekend.
[CUSTOMER][MIXED] Yay, and I was, I was gonna ask, but I'm glad I didn't, because I look stupid. I was gonna say, do we have to come to work? I've been the only one here working.
[AGENT][NEGATIVE] Girl, I ain't coming.
[CUSTOMER][NEUTRAL] Wonder where everyone else was. Yeah.
[AGENT][NEUTRAL] You'd be having a solo party.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Yeah, and that would not be fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, it would not
[CUSTOMER][NEGATIVE] At all.
[AGENT][NEGATIVE] Not at all.
[CUSTOMER][POSITIVE] All right, [PII]. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII]. Take care.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We wanted the [PII] come on stars.
[CUSTOMER][NEUTRAL] One of the uh
[AGENT][NEUTRAL] Bueno [PII].
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Oh, OK, AB dejoquetennesita, um, informacion depolia de meta correctoescorreto.
[CUSTOMER][NEGATIVE] See, I cannot talk to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, not numero de la polia see or no?
[CUSTOMER][NEUTRAL] Uh, I said a group, OK, a member ID or a group, uh, number?
[AGENT][NEUTRAL] And member ID MPS Consero numeral sero.
[AGENT][NEUTRAL] Oconunaetra.
[CUSTOMER][NEUTRAL] Uh, no, no, ren revente.
[CUSTOMER][NEUTRAL] 0.0.
[AGENT][NEUTRAL] OK. Isambientinia lumiro del Grupo?
[CUSTOMER][NEUTRAL] Yeah, it says 78 quaarent unocinco cinco nuevedos.
[AGENT][NEUTRAL] OK, because there's you know some number of the group or.
[AGENT][NEUTRAL] Oninbajo then.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, a puerto buscalapolia de duro Social de.
[CUSTOMER][NEUTRAL] OK, the phone number also.
[AGENT][NEUTRAL] OK, for this.
[CUSTOMER][NEUTRAL] Cincore Cinco or [PII].
[AGENT][NEUTRAL] Think of those Ocho [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that a star in [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Eales la etche de lasmiento de.
[CUSTOMER][NEUTRAL] No, yeah, but I went to say something.
[AGENT][NEUTRAL] OK, classilla derexion de la Casa.
[CUSTOMER][NEUTRAL] Uno Sea country walk cycle down for Florida retreochore.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You contre una polia connootros perro este polia semino.
[AGENT][NEUTRAL] El Premier dia [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well I caninero.
[AGENT][NEUTRAL] Uh, alve is contra companyia deursue a black conel departmental de recurso sumanos and travajo a very uh deque compaes so um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Signal and
[AGENT][NEUTRAL] I'll read the.
[CUSTOMER][NEUTRAL] A.
[AGENT][NEUTRAL] Yeah, it's me who.
[CUSTOMER][NEUTRAL] You know what they say I ain't.
[AGENT][NEUTRAL] Konapelipolia terminal and inventinte Bain in Eano beinte.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] que compaseguro.
[AGENT][NEUTRAL] And is this Forestsa Polisa.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Estabarabahava called H. Gregory 1.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Industrial banking, uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the apolia secondaria unpolia de gap noes on a polia the gap.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] It's a united.
[AGENT][NEUTRAL] Unapolisaakaria.
[CUSTOMER][NEUTRAL] It's a liar era.
[CUSTOMER][NEUTRAL] Clara for accident.
[AGENT][NEUTRAL] CSC police, uh, [PII] the sta um Activa.
[AGENT][NEUTRAL] Are you the cornel derecopagooseur and stela sur principal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] No stack diva perolojoco says parablarcon partamento de recorsoumanos in el travajoarita porque is played in that line for Maion de la sigunits questack diva.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Check it out, yeah, yeah.
[AGENT][NEUTRAL] On al mass in that so.
[CUSTOMER][NEUTRAL] That's.
[AGENT][POSITIVE] Gracias [PII] get us some wine here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, obviously.
[CUSTOMER][NEUTRAL] [PII] email.