AccountId: 011433970860
ContactId: e0fb8373-ffd1-4fe8-9b5a-f2b3aab5c82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600869 ms
Total Talk Time (AGENT): 285903 ms
Total Talk Time (CUSTOMER): 235759 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e0fb8373-ffd1-4fe8-9b5a-f2b3aab5c82d_20250307T17:37_UTC.wav
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[CUSTOMER][NEUTRAL] What?
[AGENT][POSITIVE] My one of gracias apele meals and rear.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] See what
[CUSTOMER][NEUTRAL] See one of the um er busy um porriguar so um queer un claim quepodriaponelle I go sore problem in sat in medicine serosa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for communique conch in medica the network queso actival yeah communicar coness correct.
[AGENT][NEUTRAL] OK, you better take a call us in de la Palisa.
[CUSTOMER][NEUTRAL] Eerodos recite.
[CUSTOMER][NEUTRAL] Unoiete or chores.
[CUSTOMER][NEUTRAL] M L C.
[AGENT][NEUTRAL] Grasses in regards to de laviento.
[AGENT][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Marsoventin de miti Mahelare.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mm, can handle it OK.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yeah, local department of the recourses somanos in ultrabajo.
[CUSTOMER][NEUTRAL] If we unro unroll the network with my my my activarron la cuenta con no funerro.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss spare a moment you're void check, OK.
[CUSTOMER][NEUTRAL] See you.
[AGENT][POSITIVE] OK, gracious a moment detail.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Thank you for calling ETL. This is [PII]. How may I.
[AGENT][NEUTRAL] Hey, [PII]. It's me again. Can you hear me this time?
[CUSTOMER][POSITIVE] I can, I can. Yay.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] W
[CUSTOMER][NEUTRAL] What you got, Miss [PII]?
[AGENT][NEUTRAL] I got policy number 237.
[AGENT][NEUTRAL] 1783.
[AGENT][NEUTRAL] [PII]. I can't even hardly say that. I can't even, I can't even say English words today. What you talking about?
[CUSTOMER][NEUTRAL] Oh, OK, girl, now, I can't.
[CUSTOMER][NEUTRAL] Oh my goodness. I was gonna say that I can't do all that pretty rolling of the tongue sounds now.
[AGENT][NEUTRAL] I've got the
[AGENT][NEUTRAL] I got that.
[CUSTOMER][NEUTRAL] I wish I could, but mm.
[AGENT][NEUTRAL] My tongue is taking the day off. It is not cooperating with me. I think my brain is too, but that's OK. Um, she,
[CUSTOMER][NEUTRAL] Now here, how can we help?
[AGENT][NEUTRAL] She's calling because the, the policy was lapsed in error and she's calling to make sure that her dependents are covered. Now, I see yesterday where [PII].
[AGENT][NEUTRAL] states that it was lapsed in error and removed the um.
[AGENT][NEUTRAL] deleted the future lap state, but there should still showing lapsed in and I'm just trying to make sure.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] They didn't reinstate.
[CUSTOMER][NEUTRAL] They didn't reinstate the dependents.
[CUSTOMER][NEUTRAL] 86.
[AGENT][NEUTRAL] In my head just calling to make sure.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I'm done, they, that it had to be done, so yep, just reinstate and they are.
[AGENT][POSITIVE] Perfect, perfect. That's exactly what I needed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I will let her know.
[CUSTOMER][POSITIVE] You are awesome. Thank you, [PII].
[AGENT][POSITIVE] You're awesome too, [PII]. Thank you. Have a great weekend.
[CUSTOMER][POSITIVE] I do. You too, honey, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK, Mahala.
[CUSTOMER][NEUTRAL] See?
[AGENT][NEUTRAL] Graisorsepacience todo estavienlosendiente so activalesillosiento mocho.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] No, no separate coupe, no separate coupe, uh, aldejose you got porque um.
[CUSTOMER][NEUTRAL] La Nina for [PII] to unaida it's amogen processo the ortoellio it was uh was posamento.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, er, spray it moquepaquepagar er I can see that and that's a queer man I'll go de loqueage or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Pasar. Yes they fly [PII] or saladarmegencia urgent care.
[CUSTOMER][NEUTRAL] The ue um orthopedic urgent care on walking stay home urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh studying, um, Uteuerum relama con sorosque podemos reimbursarse.
[AGENT][NEUTRAL] Coquina Stella Segu's principal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's still calling Ahmed.
[CUSTOMER][NEUTRAL] Else
[CUSTOMER][NEUTRAL] Euro neuro health insurance.
[AGENT][NEUTRAL] Mhm. The health insurance is Florida Blue, or?
[CUSTOMER][NEUTRAL] Cigna, Cigna.
[AGENT][NEUTRAL] Cigna. OK.
[AGENT][NEGATIVE] Lonesittamos is algo delofaina del urgent care.
[AGENT][NEUTRAL] Um, Colos cargos.
[AGENT][NEUTRAL] Ion cortico de diagnostico.
[CUSTOMER][NEUTRAL] See a kilo Tango.
[AGENT][NEUTRAL] Inisita.
[CUSTOMER][NEUTRAL] Uh, I go, yes.
[AGENT][NEUTRAL] OK. Itambiennesitamil cortico de diagnostico.
[AGENT][NEUTRAL] Esteva empear conunalletra condos numerals punto imma numerous polo vapecercommo ache sinquintai quattro punto beinti quattro es une hemplo.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] All tambien Cel walkout papers condo salo que que a uh tini unsprayin um uandocao.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII]. I'll go on to say.
[AGENT][NEUTRAL] How do I see?
[CUSTOMER][NEUTRAL] C Cleola.
[CUSTOMER][NEUTRAL] See you think go undocumental um.
[CUSTOMER][NEUTRAL] la la vista to [PII] no creo.
[CUSTOMER][NEUTRAL] Um, 1 carperoisinoon loca the the the Orlando health people in [PII] not [PII] OK it is el el dio it queer is on X-ray it the car sprayeryteno inform claque.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] T.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Tambiendetamasel explicacion del beneficios the
[AGENT][NEUTRAL] La Seguins quan.
[AGENT][NEUTRAL] Necessitamos fair comoes processarclamo ecuanto applicarum poel delusiveli copaboocoigures poresa fecha.
[CUSTOMER][NEGATIVE] Uh, it's so hard to the bill.
[AGENT][NEUTRAL] Yes, yes, the.
[AGENT][NEUTRAL] I check your Modi.
[CUSTOMER][NEUTRAL] Sofoa said so far reciente nosesque.
[AGENT][NEUTRAL] Uh, that would be, yeah, Denique esperadaque signa processor el relamo.
[CUSTOMER][NEUTRAL] OK, uh huh.
[AGENT][NEUTRAL] Ecuandostarosado.
[AGENT][NEUTRAL] Is Banamandaroster on EOB tambien is a significant explication del beneficios.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He played assument did.
[AGENT][NEGATIVE] Looser.
[AGENT][NEUTRAL] Doctor [PII] El exacion del beneficials de Cigna.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's right. That's the I will get.
[AGENT][NEUTRAL] What is uh-huh. The name of some website Poerro cuenta in a secured [PII].
[CUSTOMER][NEUTRAL] Uh, OK, I say for the cuenta.
[AGENT][NEUTRAL] Mhm. See if I is material or documental in their website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, seria per seria perfecto. OK, so lagua the perfecto. OK, which is.
[AGENT][NEUTRAL] Mhm. If we, if we verify the the email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And the the stelianil.
[CUSTOMER][NEUTRAL] Uh, Sierra.
[AGENT][NEUTRAL] OK, conformacion solo to verificando el necesita i vacerona cuenta necesito sarel email del travajo de la Compania.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect OK.
[AGENT][NEUTRAL] But I.
[AGENT][NEUTRAL] Easingar.
[CUSTOMER][NEUTRAL] Uh, no solamentea male which is the gras.
[AGENT][NEUTRAL] On plaer Mahila mar apele quepas de de semana.
[CUSTOMER][POSITIVE] It was nice.
[AGENT][POSITIVE] It does, yes.
[CUSTOMER][POSITIVE] Good one bye.
[AGENT][NEUTRAL] Bye.