AccountId: 011433970860
ContactId: e24f9b68-f0ac-44b8-bacb-5d3e987541a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2097520 ms
Total Talk Time (AGENT): 821630 ms
Total Talk Time (CUSTOMER): 854501 ms
Interruptions: 13
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e24f9b68-f0ac-44b8-bacb-5d3e987541a0_20250402T15:58_UTC.wav
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[AGENT][NEUTRAL] So one of the years.
[CUSTOMER][NEUTRAL] city.
[AGENT][NEUTRAL] I'm gonna.
[CUSTOMER][NEUTRAL] You know it is so uns claim so the the the er and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, moti um
[CUSTOMER][NEUTRAL] the pore gonna said OK for the negado for uh basiamente for usual coliogas in it.
[CUSTOMER][NEUTRAL] No funnier one lonegar for er influential the narcotics er no medovajo influence influences casa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The narcotics laser.
[CUSTOMER][NEUTRAL] Porquenolocaso queer.
[AGENT][NEUTRAL] In the end the police acapele uh I suppose.
[CUSTOMER][NEUTRAL] in
[CUSTOMER][NEUTRAL] The uno or just say unore.
[CUSTOMER][NEUTRAL] M A L A.
[AGENT][POSITIVE] gracias.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so your mori deurit verifica so peso lyrics for number 4.
[CUSTOMER][NEUTRAL] See, uh, he can set a single is set in the press unain nor the court [PII] rere uno sets in tele on a city to say those unites what on reso.
[AGENT][NEUTRAL] democracy electronico so.
[CUSTOMER][NEUTRAL] See it's a it's.
[CUSTOMER][NEUTRAL] I see, but also it's like it's just that.
[CUSTOMER][NEUTRAL] what is.
[CUSTOMER][NEUTRAL] at the most.
[AGENT][NEUTRAL] Which is a graciformaciono uh ok system and then lacion una apeacion the.
[AGENT][NEUTRAL] [PII], correct.
[CUSTOMER][POSITIVE] See correct.
[CUSTOMER][NEUTRAL] It's chess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you need to unacion if we look in grant and his uh una carta del movio uh los Santeeciolo or the lateratia lossis me because for some cans on the in the Diaque er bas solicitanosa comprension and lait.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In one of the constant into the polemente he.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah for the car is the correct one is is the bajo er the nandolovajo de elco because of serious.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] you know, um.
[AGENT][NEUTRAL] Elmo for a vadalaergen hospital esque soreo una intoxicacion correct.
[CUSTOMER][NEUTRAL] It's depending who has uh.
[AGENT][NEUTRAL] The vial consum of the ros or
[CUSTOMER][NEUTRAL] No, uh, osa on look I lo I mean a medijo pitaloso era call no, no, no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] You can
[AGENT][NEUTRAL] In the end though
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Selamente decordes and Rose la polia specific and exclusion number of the intoxicacion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Including narcoticus.
[AGENT][NEGATIVE] Explicationque no beneficio para para er resultado deco.
[AGENT][NEUTRAL] they're, they're gonna per director win director.
[AGENT][NEUTRAL] Forester intoxicaest link toxicaso solamente recurrea al al narcoticosino tenbien a call oquero tipo de ros.
[AGENT][NEUTRAL] Oreo quelos Carlos standovidovadalopi.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Puna posing toxication.
[CUSTOMER][NEUTRAL] Nintendo perfectaments and contra the sale tindo esoto onobaamentelanequeinkivoo and uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ela part I don't know at the moment CS el la parte deer.
[CUSTOMER][NEUTRAL] OK it's no la la.
[CUSTOMER][NEUTRAL] constant you know full gas.
[CUSTOMER][NEUTRAL] Yes I checkarta it does it for this you know um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] so this is so I mean the plan una yeah.
[CUSTOMER][NEUTRAL] Be in
[CUSTOMER][NEUTRAL] It was in the class.
[CUSTOMER][NEUTRAL] That come back so.
[CUSTOMER][NEUTRAL] See I'm gonna go to.
[AGENT][NEUTRAL] See and record the police doesn't.
[AGENT][POSITIVE] Beneficios in caso decute orguo de los me and poliava tratamentoguna in fermeado accident.
[AGENT][NEUTRAL] And so vivadalovido in toxicaal colicase one los er records que mora lamblancia.
[CUSTOMER][NEUTRAL] Mhm no no absolute yeah.
[AGENT][NEUTRAL] Eao esto er reso esquelica exclusionque la polisa.
[AGENT][NEUTRAL] Specificamente and apart on the rearing toxicado Ovajola influencia de algu narcotico almenosque is the ministrado paragun medio Laresta be includeermen includeido innolimi solamente alcoo addiction.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Boreoesquelos gaso solos solos cargos and enosnegadoor part.
[AGENT][NEUTRAL] Porque noesttabiento porquea to work on alexe or to go er alma de gueridad sino es porques implemente yeah er so for toamente sin toxicoidal call masamos eorestofeevadalos vital paraor poresta intoxicacion.
[CUSTOMER][NEUTRAL] Corico
[CUSTOMER][NEUTRAL] Claro it's it it's a the clarolo comprencio deloit the la clausula question emotion emotional in.
[CUSTOMER][NEUTRAL] emotional mental emotional all of the sales.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, correct, el el el mentales we tala polis in embargo enquearel rela moliaretamente a sine argo er los casas loves.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Give me.
[AGENT][POSITIVE] Las correct to see perolos cargos carrevimosor parte de de la de la mergenvinesecao So the vidos un factor externocaoeral cool.
[AGENT][NEUTRAL] Noun problemma intermos emotionales or er mentalesino queer ento locustemeadiendo cermose solamentean do the the the pover estasitos and and panorama mas masamlioelle is the er the iliotomaralco the esa desa fortunamentofrio.
[CUSTOMER][NEUTRAL] See per per per meter.
[CUSTOMER][NEUTRAL] No, no, no, Porto.
[CUSTOMER][NEUTRAL] So I don't, so
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's intoxication portal.
[AGENT][NEUTRAL] Queso de cirquetena que quetamidatavadourunurunait emotional aria viloqueo and so familia er sinebergo esto nounificante paraquelos gas to secu and via.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, but you know, for children.
[AGENT][NEUTRAL] The video a uh it's ellomimo er the culpeello mimo er the oste info informado sopolia no cure ellecho de cua persona attend the contravida.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Which is persona CNN CNN.
[CUSTOMER][NEUTRAL] Correct, I said no, no, they didn't know.
[AGENT][NEUTRAL] See mucha la genti and a problemmavamoionales attenan contravidalomotivoque no no locomdo it terminjevada salpili is redo uh assistance emerics in embargo la polia specifica.
[CUSTOMER][NEUTRAL] You
[AGENT][MIXED] Equescilaro cure los de salesolos problemmas uh mentalisin embargo tambien specifica que sustentaconstraovida is is is mazumenos era pomoel context to the questa del cool.
[AGENT][NEUTRAL] I won a tinto uh all tinto a contra supervit no los avemos noes no esque festsipullosimo andoses tam pod versa is a castle la la la nega de los cargosticas.
[CUSTOMER][NEUTRAL] Got it. So mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Per lentil mean for me you know that so on so it's supermode.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] er er the
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You call and this a no peloube pero podemo sent motigo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is solamente persons cube in.
[CUSTOMER][NEUTRAL] Per ciao see inclusive.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The no no Latino was here.
[AGENT][NEUTRAL] In the endosmose er I mean in entertainmento case so we can receive you the video I I uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is the cao the KF sin toxico conal call.
[AGENT][NEUTRAL] Noor on on the moa and me.
[CUSTOMER][NEUTRAL] C for CCC.
[AGENT][NEUTRAL] Sujata seal porto de lo questapafatiendo e le espresso mi macento pessae second noes on ascio in another fasilviaqueno er no so soapatos noilloquetaninendo o loquesutatiana momentosinio sine embargo.
[CUSTOMER][NEUTRAL] No, no, no, that's.
[CUSTOMER][NEUTRAL] No, not that.
[AGENT][NEUTRAL] Intratamiento medio que residionubase quetaba tenendo undemoma er er mental a momento.
[AGENT][NEUTRAL] Ultrataba alcolia inesitaba er er.
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Simple
[AGENT][NEUTRAL] But there is a liberals.
[CUSTOMER][NEUTRAL] So intendoso so him uh did they give pastuesto as er the person [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know one la la via the contex slogica sogarro called the local not called the city.
[AGENT][NEUTRAL] Not
[CUSTOMER][NEUTRAL] It will be a consequential one of the mascarasa aliora persona it's the roo the the the the posa not the sim not not the vine la bus.
[CUSTOMER][NEUTRAL] In the manifest umunto where are they looking for the osa lien perfect.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Perotecao not for it like cold porque it it the nyagana is call.
[CUSTOMER][NEUTRAL] I like for a consequences.
[AGENT][NEUTRAL] It's in you know correct to see.
[AGENT][NEUTRAL] Mhm. Sierro and and see some momento Tavi busquedo a a professional.
[AGENT][NEUTRAL] Or lasciolaquestapaando and in diode Jose que es units circumstant no there's a momentoabammal yeah no no stava and it sino uh being an emotional mentireo uh the mahino get set tomo una era or loquese tomado is CEO astal punto on the.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Tomos momento er er a bland novada hospital sine samino que redo eso estoc noosa poliaviespodido osier revisado estacin.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And supremes.
[CUSTOMER][NEUTRAL] You evaluarla [PII] senior photo com lapo evaluate in the momento de.
[CUSTOMER][NEUTRAL] I am yeah er cannot say say they are call you know no sex.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] the conditions.
[AGENT][NEUTRAL] Yeah yeah no no no and moment relaunna momentolo la unica persona that una deta con respectiveas personas questa a momento but I blancia.
[CUSTOMER][NEUTRAL] No, no, no porque value.
[AGENT][NEUTRAL] I in the end.
[CUSTOMER][NEUTRAL] I don't know it's a no lablancia optotan person no not no.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] and lamente ostar no porque lan.
[CUSTOMER][NEUTRAL] I I see a the clado per apar uh it's a queso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh now that people to mucho was a 1 persona on the in in in minimo the second.
[CUSTOMER][NEGATIVE] A lame quiloque it's a la for conto group of persona quito.
[AGENT][NEUTRAL] Claro.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] They know er I'm gonna collaborentino perfect you know I'll call la poliza not to.
[CUSTOMER][NEGATIVE] in loss is going to proceed.
[CUSTOMER][NEUTRAL] But you know it at the office.
[CUSTOMER][NEUTRAL] It doesn't no no pue Africa la chikitaana limited you know content that it was a.
[CUSTOMER][NEUTRAL] It's all so.
[AGENT][NEGATIVE] Theresamente is a mori and homeos uh the a total information ques capitullado er cerca pardon con respect to a a todo estosciocion loo and so is cublara con con supervisoral respects the plantemenolamamosa planoupar conspectoa isoser isocios.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Porque de la la.
[CUSTOMER][NEUTRAL] Me don no don't so.
[CUSTOMER][NEUTRAL] So I possibly er in in er and you know tapa latapa in there er.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The conversando and qualified as a committed the laisa permission so that we
[CUSTOMER][NEGATIVE] Can you arts sad if he may research so I see a poorque.
[CUSTOMER][NEUTRAL] and er and this is in no it not in the group.
[CUSTOMER][NEUTRAL] It, no, no, yes I can do it's certainly the that.
[CUSTOMER][NEUTRAL] He he made several consumer in cantado nothing I know contique contra porque pue almo a contests.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, uh, permittaditobuaito on supervisoral step witha era conversar and is the momento con speak to uh is the.
[CUSTOMER][POSITIVE] He was super.
[AGENT][NEUTRAL] Per.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, [PII], how are you doing?
[AGENT][NEUTRAL] Good, good, thank you. Um, well, he already submitted the claim, I mean, the, the appeal, the appeal was reviewed and, and then I, uh, with the reason we deny it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The appeal was it?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It was a true be? What do you, what do you mean with rope?
[AGENT][NEUTRAL] Actual appeal was the educational.
[AGENT][NEUTRAL] Um, we have several, uh, let me give you this one,
[AGENT][NEUTRAL] For the actual appeal, um.
[AGENT][NEUTRAL] Let me see, they um.
[AGENT][NEUTRAL] 3582871
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So this is what happens. Um, we can do it to, um, you know, per history, um.
[AGENT][NEUTRAL] History shows that uh her daughter, his daughter, sorry, was taken to the ER due to intoxication, alcohol intoxication, whatever. And um
[AGENT][NEUTRAL] What, what he's trying to say is that it's the the
[AGENT][NEUTRAL] This happens because his son died.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, and, and the whole family is going through a lot.
[AGENT][NEUTRAL] So apparently that day, um, his daughter decides to drink and probably she drank a little bit too much.
[AGENT][NEUTRAL] And an ambulance was called and they took it to the, to the hospital, stating that she was intoxicated.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I explained him that the policy reads the the intoxication, whether it's a narcotics or, or, you know, alcohol is not, is not covered by the policy.
[AGENT][NEUTRAL] So he's, what he's trying to do is or what he wanted us to do is to take a second review or, or another review of the documentation stating that this, this happened because she was surprised, so she is surprised to to what happened in the family.
[AGENT][NEUTRAL] So this is what he really want us to do, you know, take it in consideration.
[AGENT][NEUTRAL] That this is all related to.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] Which I try to explain in three different ways that it's, it's, it's.
[AGENT][NEUTRAL] If his daughter was seen in the doctor.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] To be deprived or to, you know, to have some mental issues.
[AGENT][NEUTRAL] Not related to the alcohol. It will, the, the story of the situation will be another one, but.
[AGENT][NEUTRAL] You know, as thee, he doesn't.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] So, um, I told him that the, I mean, the decision has been made, uh, we reviewed the documentation he sent us, we reviewed the policy.
[AGENT][NEUTRAL] And based on all.
[AGENT][NEUTRAL] The treatment we received was due to alcohol.
[AGENT][NEUTRAL] There's nothing that we can do about it.
[AGENT][NEGATIVE] It was loss and servi solo documentos.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] Unless you want to talk to a supervisor.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I will basically tell him the whole the same thing that you said.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Federation
[AGENT][NEUTRAL] And it wasn't
[AGENT][NEUTRAL] you
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I call
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Have
[AGENT][NEUTRAL] Somebody now, OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great. I'm gonna let him know.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] Thermosarius and contact to con uh a manager the the clamos mes me specificki bamosa tomar una on bamosaviarramente ellosos cuss and bio er sebasar loques and biolo er tololebiomen he er me this seque es polela yamada and de la ola.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sisa is a that is in the sport so I kind of think that.
[AGENT][POSITIVE] Perfect. That's no, um, solomente confirmation more telephone and setcho says do uno says quattro unore order.
[CUSTOMER][POSITIVE] See correctly.
[AGENT][NEUTRAL] Perfecto [PII] uh uh la supervisor the listing foracion panaumero e leva aberlayamada a molementine andzeloote the other way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We all know today.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Which I have
[CUSTOMER][NEUTRAL] No, no, it.
[AGENT][NEUTRAL] It's the.
[CUSTOMER][POSITIVE] You want me to uh yes.