AccountId: 011433970860
ContactId: e1869eeb-d835-4670-bddd-94d9b11e266c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 778359 ms
Total Talk Time (AGENT): 273676 ms
Total Talk Time (CUSTOMER): 482319 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e1869eeb-d835-4670-bddd-94d9b11e266c_20250312T16:35_UTC.wav
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[AGENT][NEGATIVE] That's just being a mad American public life. Min Nore Monica.
[CUSTOMER][POSITIVE] See buena buenas mere [PII] in yoga remondicabuque mm primeraque.
[CUSTOMER][NEUTRAL] OK I get off from poto that so like I say what I say.
[CUSTOMER][NEUTRAL] Logo loss and to know know get baraldo so er it preta so the mire clamoiano.
[CUSTOMER][NEUTRAL] So they so oh no but Ibeyobu I then go baro copayment quepagar he queroesi ieto meaero.
[AGENT][NEUTRAL] OK, you call the numera depo sir.
[CUSTOMER][NEGATIVE] Uh numeral errodo trenta this is erro nue.
[CUSTOMER][NEUTRAL] And this will be the.
[AGENT][NEUTRAL] Um, I did call melopierrodosa.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Issunamiento.
[CUSTOMER][NEUTRAL] Viciendrerimero desido.
[AGENT][NEUTRAL] It's a no telephone.
[CUSTOMER][NEUTRAL] Recerosino.
[CUSTOMER][POSITIVE] Cincochosecuadrodose guado.
[AGENT][NEUTRAL] In my car to directionic or electronica.
[CUSTOMER][NEUTRAL] Milo to say [PII].
[CUSTOMER][NEUTRAL] Ecorreon thing.
[AGENT][NEUTRAL] The del travaco.
[CUSTOMER][NEUTRAL] [PII] personal.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, [PII] or uh-huh.
[CUSTOMER][NEUTRAL] Is it [PII] or?
[CUSTOMER][NEUTRAL] And the [PII] OK is going.
[CUSTOMER][NEUTRAL] And I get
[CUSTOMER][NEUTRAL] Tomorrow
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Aurora
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Graciarequelo campo de ja.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't want it to put a home it's noses mejo personal paraulturo er intra and so a pan in a nose quetenocase toes so no nose my conse melomimo.
[CUSTOMER][NEUTRAL] And I took me on the one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK, [PII] in medio quetenia unreclamo the the uni er.
[CUSTOMER][NEUTRAL] You do it. No not on her grandma's a grand porque is a you know tata you know poolololo payment on the door here so um.
[AGENT][NEUTRAL] [PII] here.
[CUSTOMER][NEGATIVE] Eero and erro vente.
[AGENT][NEUTRAL] And so to noon.
[AGENT][NEUTRAL] And la reclaaccion soloqueo recomendo que vaselo mas fasil escutelesiae les sm is monumra de poliacuteedo yetlatavio de sacs back and bien la reclaacion um esola manera masqueolopotesino and toustelevanequepiouna factura detaada con el dinostico el dinostico is more importantesinelelre clamos and nga.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, tambien mamosa necesita la colo que pagos whose primarioa beneficios iconosocumentos Ulos pue via despoqueona cuenta de enos chapajina the webuevilosocomos pero es a process so Ier mas compliccao um es mejorcos celesiami.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So alo mhm and my fast get your eye and it uh I I'll say.
[AGENT][NEUTRAL] No, it's not Silo que se commoditiqueile alopital medica factura de taada conel dinosticoidillausseguro primario lasia de loqueos pagaon sobaer um mastravajorote um yode recommendoquele yame uh atoeso numerals de los villles carrecividoles numera de poliacute me paqueosa la reclauste.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so mejorque la la lao and the cupaque yoko he auroque case in maxiu queo deo decobertura.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alano mmbertura queen la gobertura.
[AGENT][NEUTRAL] Mhm. So no guarantees beneficiostaqueresanos are clamo protinedos beneficiosa ingresa SLD in hospital ille cureastacuatro milla resorrano um CS outpatient on the entrealel miss molale cureados mil quientola resorrano yes solepa como copago.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, er, queso to resa, er, and I say put him blowjorevilovieilloma lolo mejoresqueo they say in gorequelo so I say go here the making and the whole lot of que and primeano er de miorcier guy.
[CUSTOMER][NEUTRAL] So you erreolosemele and numeral la polio queasseura the poo lata.
[AGENT][NEUTRAL] OK, spore la reclamaccion, uh-huh.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Heave the uh prime de pue el el queloque me part porqueo to me.
[CUSTOMER][NEUTRAL] I don't I don't build que paga party pero it's some you know I'm in my station in a high.
[CUSTOMER][NEUTRAL] The inciendre.
[CUSTOMER][NEUTRAL] But so ero momento porque to do it.
[CUSTOMER][NEGATIVE] No, I I hate that yeah put man gonna be really so they gonna give.
[AGENT][NEUTRAL] Oh wow, I see, and rosal modia or sequedo desochora.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no, it's to a, er, to a rea is paracommo de pue to a infection to go very egrestream.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Oh no, Siva said mucho and and Cecile vacubrera los cuatro milesttu inresada.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Nentoniacono the um for the outpatient on the resaliole cubredos mil quinientos so they youleva tanto masia iso provedores abilque resolles but I innumera the poliapaquios and car.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's just a mere quadroin is it ortrave and pretacure domiento all of them or or or quatromito.
[AGENT][NEUTRAL] Solos quatromile in quatroilea ingresadaeses un beneficioyelotroel the outpatient um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Ques on those milquinientoseso cuando entre salmismodia de hospitalpicomosa emergencia una clinica de orgencia.
[CUSTOMER][NEUTRAL] See your friend mangena but me and that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And don't say no.
[CUSTOMER][NEUTRAL] Pica no.
[AGENT][NEUTRAL] Tilla dejalosa los quatro me.
[CUSTOMER][NEUTRAL] Yeah, so see is a memo and making it rea no no no no mycue so I'm the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See the pendecomodonabiliar so recomendo que primeroles yamepaque enosen bienna declamoyver quepo demospaga but it's a possiqueoloso when a los quatro mean inos those milk quinientos the quenova consultasel mediosieegaa consulta unoervio aaa medi es no loubre.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No loquetengo some consulta and a mimo albijoque barrio claimchorelopialpolore cannot in there gets on.
[AGENT][NEGATIVE] Oh, see, siporque doctorii hospitals vile and separ porseparaddo, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, no, we're not, we're not on gonna inside out.
[AGENT][NEUTRAL] I see you there.
[AGENT][NEUTRAL] What is it that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it says that itso loqueloque maya via el lopitalpola concitalos some poo of quadroin.
[AGENT][NEUTRAL] See mhm.
[CUSTOMER][NEUTRAL] Yeah, that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma and I came.
[AGENT][NEUTRAL] MPS MPS a con ale informacal hospital porquelosse communica con loss quelatendieritodo paramandales el seguro.
[CUSTOMER][NEUTRAL] OK, because the way I said it so prime prime you know.
[AGENT][NEGATIVE] See la mala vessels esque es sinsesqueos cover and primero.
[CUSTOMER][NEGATIVE] Mhm. See that go for the resent the resent the resent you know see the pool of me so OK so loqueo poquito que no grass and papa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] No no.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Sierra, yeah, yes, it's themejor Yasa mejor.
[CUSTOMER][NEUTRAL] See I see, yeah, yeah.
[AGENT][NEUTRAL] Hi Gracias. Mhm.
[CUSTOMER][NEUTRAL] Yeah no Marte and poo laina yeah to me I don't say I'm als I'm gonna get like.
[AGENT][NEUTRAL] I, no posa mejorecuera de la casa.
[CUSTOMER][NEUTRAL] He doesn't have yoga me it's a chance it than me.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] The boy lata.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] muchisima and don't say yo yoloalora boa el numeral el de la tata.
[CUSTOMER][NEUTRAL] Eellopital OK numeral.
[AGENT][NEUTRAL] Siva primero porquesreada levada in hospital.
[CUSTOMER][NEUTRAL] Ah, OK. In hospital benefit location, OK, yes, yes, I had numeral queoju necessitao.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See yeah no um noro de sacarpaman the clam rapido.
[CUSTOMER][NEUTRAL] Oh, OK, that.
[CUSTOMER][NEUTRAL] Uh I mean like I'm gonna give you.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we get nonabana you get me.
[AGENT][NEUTRAL] Oh, you see.
[AGENT][NEUTRAL] OK, buenoquecosa de ja.
[CUSTOMER][NEUTRAL] OK, bueno muchisima you want.
[AGENT][NEUTRAL] That's it yeah.
[AGENT][NEGATIVE] You know just being a mad American public life by.
[CUSTOMER][NEUTRAL] Bye.