AccountId: 011433970860
ContactId: e4572bc6-6c61-4221-9f52-332bdcb7b62c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725530 ms
Total Talk Time (AGENT): 328037 ms
Total Talk Time (CUSTOMER): 202705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e4572bc6-6c61-4221-9f52-332bdcb7b62c_20250520T14:56_UTC.wav
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[AGENT][NEUTRAL] We want the conuso.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Buenos Dias la [PII].
[AGENT][NEUTRAL] When humans.
[CUSTOMER][NEUTRAL] Ola?
[CUSTOMER][NEUTRAL] See see oh for and marso er ellos and bio er el la la cuenta codo miss a primario er postpago caito no I am trails and in and claim a er por lo questapediente peo for rechaser eia major preta porque and quealpa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Explanation of benefits aasalli con on total different.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, entosesquelo and viara perolopo for facts or in physical or online perseantra online in a podio to mea you that but are regular access online for forward.
[AGENT][NEUTRAL] Hi [PII] Bastara assistile cona cona police are gonna pay.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Pero anticuatro?
[CUSTOMER][NEGATIVE] Sacinco olos.
[AGENT][NEUTRAL] on.
[AGENT][NEUTRAL] Jimenezo la polio.
[CUSTOMER][NEUTRAL] So that no inao.
[CUSTOMER][NEUTRAL] Mestrero cinco cuatro [PII] rocho recinco sero.
[CUSTOMER][NEUTRAL] Emireer nosomique [PII] res trea.
[AGENT][POSITIVE] Perfect. CSL direction unit in Jimenez [PII] associodospolisa.
[CUSTOMER][NEUTRAL] Uh, no personalquesse casave pekenya for tapeno and you know [PII] oral delaicina.
[AGENT][NEUTRAL] This is your system ver.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Perfect. The one and the other is to say amando porquequire uh or and sit assist second respect to a career cuentaitinia is correct.
[CUSTOMER][NEUTRAL] Hey
[AGENT][POSITIVE] Perfect. Almost, uh, perme we can back in uh condula cuento oseba alal city webque president in a reheta secure punto I am a public punto.
[CUSTOMER][NEUTRAL] He just so yeah like mine.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, so yeah, in my old sario.
[AGENT][POSITIVE] Excellent, um, the lacincole Pare and I used the quescola primera. I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Levadar next eneke confirm art to information quenosparse eki so apeidosseguro Social sucodigo postadelcorre electronico is so echanacimiento.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] El Correo Personality.
[AGENT][NEUTRAL] As he is.
[AGENT][NEUTRAL] It's just esto solamente que queen system con con like you the tros in a moment pao numero reel leva quere unbuario.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oreo e sutra.
[CUSTOMER][NEUTRAL] I'm gonna study.
[CUSTOMER][NEUTRAL] Lito or that you know.
[AGENT][POSITIVE] Excellent oral telephone on confirmation.
[AGENT][NEUTRAL] I bat access unabes uh ingres system by unboton on the submit documents or upload documents. Yeah, use the invios er those documentosque necessitamos processor.
[CUSTOMER][NEUTRAL] See?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, jacket to line to meajolo for.
[AGENT][NEUTRAL] Chilara Goo.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] This is referencia uh unestader del Cinco de Marsoel Ocho de Marsoreonel Mercy Hospital.
[CUSTOMER][POSITIVE] The correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And exp explicasmos in a los.
[AGENT][NEGATIVE] Uh, no refleja onto applicadocommo de separ pelo.
[AGENT][NEUTRAL] The questaamente cure in casoliquere stress or stress juntos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Just then go explanation of benefits get.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, Amazon. product here yet.
[AGENT][NEUTRAL] An explanation of benefitscuti and as tiennemoreportado el monto total de cuarentos mcintoseola that he uh a monopliccadocommo de lucupagooguzaosparaparte.
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] This uh miraise bill total bill quasiro says the savings and plan and planned allowed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this uh ventio amount safe ciento safe plan allowed amount cats a meal Igo is other coverage paid 0 your plan paid this meal. Lego is applied to deductible quatro meal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It is a co-pay set up co-insurance set up plan does not cover 0 amount you owe quattromi.
[AGENT][POSITIVE] Perfect. It is a documento canesitamosa conti processamento Jimenez.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And does implement the oh yeah don't they say my claims upload documents yeah ya.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Uh upload claims.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] Please. I am a confirmation number is all.
[AGENT][NEUTRAL] moss in the system a permit and so on the portfolo.
[CUSTOMER][NEUTRAL] That, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I say.
[AGENT][NEUTRAL] Extra.
[AGENT][NEGATIVE] Jaio uh Latino confirmation.
[CUSTOMER][NEUTRAL] Casey.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No, it's part of me.
[AGENT][POSITIVE] But state. OK, perfect. I will see your member.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] She [PII].
[AGENT][NEUTRAL] Solo voy a mean.
[AGENT][NEUTRAL] Sees Documentoes el que sam nesitano.
[AGENT][NEUTRAL] Basa loquime mentiona erayama no er mere quereoquelomentos in a margo bamosaberlo.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] Much of grass.
[AGENT][NEUTRAL] Soondo quitoma.
[AGENT][NEUTRAL] OK, no dosepajinas let's say united.
[CUSTOMER][NEUTRAL] It was a lapaina cuatro.
[CUSTOMER][NEUTRAL] Noida Alla say.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a look at the lake.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. I see again Perez uh room and board charges.
[AGENT][NEUTRAL] Which means that the tools you can pay $10,000 plan that loud amount to me apply deductible [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] excellent is in effectos esto loquestamo necessitano parapo conti processino sorryclamojimenes polo elino is clamoa entre cinco alas.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like a maxima um paraafea proximomarteser surlamo estaria process and so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfecto.
[CUSTOMER][NEUTRAL] It mea lalias online or mejorjamo.
[AGENT][NEGATIVE] It una lemo process barsever una notification automatic system leva fesaver um.
[AGENT][NEUTRAL] Losita is the system yet.
[AGENT][NEGATIVE] Clota no one no one automatica and momentogua lacinesteva deterinaloa sispago no sepago um I I a moment.
[CUSTOMER][POSITIVE] Les the perfect.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] uh a few minutes.
[CUSTOMER][NEUTRAL] Bale muchisimas gracias.
[CUSTOMER][NEUTRAL] No, no, Senor, milk grasses is a store.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Grass is in.