AccountId: 011433970860
ContactId: e6451248-9ba0-47bc-b34d-951d208a4ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1011989 ms
Total Talk Time (AGENT): 424645 ms
Total Talk Time (CUSTOMER): 322504 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e6451248-9ba0-47bc-b34d-951d208a4ee5_20250611T14:47_UTC.wav
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[AGENT][NEUTRAL] Gracia.
[CUSTOMER][NEUTRAL] But this thing yeah.
[AGENT][NEUTRAL] You come.
[CUSTOMER][NEUTRAL] more tea you mentioned examine er in biembrela.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Intuario porque nolo nomelo queried in loquelecaos.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] The bro.
[CUSTOMER][NEUTRAL] But I yeah give me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] we see solo.
[AGENT][NEUTRAL] Yeah, OK, um, telephone and casela jama connect in your opinion.
[CUSTOMER][NEUTRAL] Cuatro uno dose rose.
[AGENT][NEUTRAL] I think, another voice.
[CUSTOMER][NEUTRAL] Numer day?
[AGENT][NEUTRAL] Poly.
[CUSTOMER][NEUTRAL] No porqueno 10 it's the group pa travajo in a group on number ventitre quarere.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's last anticuatro 000.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Any parta mea as sciento direction in electronico.
[CUSTOMER][NEUTRAL] Sacace delta cinco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Er.
[AGENT][NEUTRAL] Mm mm mm I'll say like a mo.
[CUSTOMER][NEUTRAL] Pres flores respartamento.
[AGENT][NEUTRAL] No, I said no get the now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Samos.
[AGENT][NEUTRAL] Um, focusesa uh unan perioesa.
[CUSTOMER][NEUTRAL] Seticutilo sister.
[AGENT][POSITIVE] See, I like.
[CUSTOMER][NEUTRAL] Like a person mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, era [PII] electronico.
[CUSTOMER][NEUTRAL] a pun.
[AGENT][NEUTRAL] OK, [PII]. OK, lareteo es a direction casa cambiao.
[CUSTOMER][NEUTRAL] I that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, I want the people to me.
[AGENT][NEUTRAL] Oh, OK. Yes.
[AGENT][NEUTRAL] OK, and hamburger.
[AGENT][NEUTRAL] OK, so tease unapo is a second aria supplementaria and um primaria is umjoqueennaloqueno so has a most cured loque applical de le cupagooseboro see Ena then um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, I give me thank.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Msando resciola in bire de la par yeah, no lostapagano on me.
[AGENT][NEUTRAL] OK, Otravez the melepricola canina applica copaseurestang applicas or no estang applicas.
[CUSTOMER][NEUTRAL] Dela a canal.
[AGENT][NEUTRAL] OK, no nano esta pagan tires and er clan processor e uh papa corpode our um tengu peta er el elexa una facil muliolopi una clinica unaicina don't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Meliss Italian and Roger Williams.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, email is it for you.
[CUSTOMER][NEUTRAL] But medicnoviembre then la feat of recuerdo and no viembre.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mhm, the main and the Quadra.
[AGENT][NEUTRAL] OK, yes, I guarantee the pagos in verificacion decoverturaine un beneficio de milk entourano de ceviio humbulaos. So look at the incaer esmbianore clamo processalobajolo beneficio.
[CUSTOMER][NEUTRAL] OK, pero, uh.
[CUSTOMER][NEUTRAL] Peroa una preuntay predeci que mi numero de mi and bro biao otengola arjetaca.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and numero de polia the tea.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Numeral are those.
[AGENT][NEUTRAL] Incocero
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Tres
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, they're safe.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perodos cinco sero treo the face.
[AGENT][NEUTRAL] See it.
[CUSTOMER][NEUTRAL] Is it me ID member bro.
[AGENT][NEUTRAL] It is to numeral depolia to ID to policy number, yeah, and no me mhm.
[CUSTOMER][NEUTRAL] It's on me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um
[CUSTOMER][NEGATIVE] Ijeta.
[AGENT][NEUTRAL] Did you put pelunatacorreosjeta uh electronica [PII] pajina. I'm a public [PII] I am a public [PII] and I click on sign in lavavaluvaldore scuenta i quire una jeta.
[CUSTOMER][NEUTRAL] I intenderlo eco eco ecoloquese can.
[AGENT][NEUTRAL] OK cuando pusocorre electronico cuando pusa pussy re electronica.
[CUSTOMER][NEUTRAL] No, me, mesale mediquecuest memejo. It is a agency, agent or broker group insurance provider you call it insured, no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] [PII] uh last name.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I put
[CUSTOMER][NEUTRAL] Tenala.
[AGENT][NEGATIVE] Pena, Solo Pena.
[CUSTOMER][NEGATIVE] Solo pena uh-huh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, no, no, no, no, no, it's a no nomeroesus seguro, it's an and they said not policy number said no, it's a no no.
[CUSTOMER][NEUTRAL] No, but again it is.
[CUSTOMER][NEUTRAL] They all SSN again and then I.
[AGENT][NEUTRAL] It is the CRC no bonga numerro de serodoventicinco resolo numero de polia.
[CUSTOMER][NEUTRAL] Uh, Jousse me nose in no merino.
[AGENT][NEUTRAL] Uh-huh, and look at the ecosan.
[AGENT][NEUTRAL] OK, um, OK, pogasuscabezo jola numerqueue I don't know no pue quela cabopova functional.
[CUSTOMER][NEUTRAL] Maybe 2.
[CUSTOMER][NEUTRAL] See that numerroque.
[AGENT][NEUTRAL] OK. Tres Ochouve.
[AGENT][NEUTRAL] Say where.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uno say cuatro.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Trejo.
[CUSTOMER][NEUTRAL] Seasonal movie.
[CUSTOMER][NEUTRAL] Uno say squatto.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, questa susando.
[CUSTOMER][NEGATIVE] Pero they gonna melo tomata.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You got her electronicles.
[AGENT][NEUTRAL] It's got yeah mhm at gmail.
[CUSTOMER][NEUTRAL] Really you know.
[CUSTOMER][NEUTRAL] Te me rose.
[AGENT][NEUTRAL] Bamajanoses I'm in my bamosotravea principium.
[CUSTOMER][NEUTRAL] And I mean he take a solo pea.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] We rejo cuatro.
[AGENT][NEUTRAL] OK, well in that.
[CUSTOMER][NEUTRAL] Levo 00.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Siuandog as a click sequeda parse robo boto decus I don't knowquesintentarelaloquejauso nolova uh nolovari no no nova set that is in the ban commensalqueno escomouna system.
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Not policy.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] OK, so Sierella pantaitaibutrave central directamente I am a public punto come sign in and create your OSC account in a caserto uh caso.
[CUSTOMER][NEUTRAL] OK, in a public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can dejega a momentito and the second piece I'm uh I'm, uh, so the informainus OK.
[CUSTOMER][NEUTRAL] Ah yeah I I think resando yeah.
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Meer pus a pen I pus a member I.
[AGENT][NEUTRAL] OK, then I will need to walk away and then that as the locals, yes, so I the reference, yeah.
[AGENT][NEUTRAL] OK, both are surro.
[AGENT][NEUTRAL] Soongasenna to soar and email irafa sim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] sinotecinco retre cinco.
[AGENT][NEUTRAL] I put the
[CUSTOMER][NEUTRAL] No, not all.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I wanna say a question.
[AGENT][NEUTRAL] Is that OK, I still send the computer on telephone.
[CUSTOMER][NEUTRAL] No, because I don't need telephone.
[AGENT][NEUTRAL] The left one. OK, what is the, uh, you.
[CUSTOMER][NEGATIVE] No labudora.
[AGENT][NEUTRAL] The er masi loutao uh in telefono aveses nolo nono toma oragason um so sippola computa or use a chrome safari OH sonares browser rea la cuenta la de gentra thats a.
[AGENT][NEUTRAL] Yeah, but panola de gentra and doses in the muscacer um musca informacion the porno the hand.
[CUSTOMER][NEUTRAL] Sandorita uh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Then I can put that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it was me that rock.
[AGENT][NEUTRAL] Hm yeah, OK, and just report that, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] la casae.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] See [PII] uh la tejeta uh yayel and car so esa lebalegale cinco teas laborales pore orrela um see estasana maha quiri una electronica perlocoreos de la cuentote even.
[CUSTOMER][NEUTRAL] Peron porque no me they.
[AGENT][NEUTRAL] See lore portalla sleestrania mando paradesijapo detra no um the number tele querequela communique on telephone orcorra electronico.
[CUSTOMER][NEUTRAL] No, but the next one.
[AGENT][NEUTRAL] For telephone. OK, OK. Yolocabanga is common troubleshoot and and Suaria and then ayo bangai yes, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the medi quelo pier is a fact.
[AGENT][NEUTRAL] Correct. The number of the polia is demimomosientocaca mark and mimoumero le puedaosqueno jamming you know sotropodamosdale informacion the mareion or cuarquero informacionallunoioso docinose.
[CUSTOMER][NEUTRAL] I said numerroque.
[CUSTOMER][NEUTRAL] Jule.
[AGENT][NEUTRAL] Unochostondoinose.
[CUSTOMER][NEUTRAL] Unnao uh-huh.
[AGENT][NEUTRAL] What you say said or say.
[CUSTOMER][NEUTRAL] Does San Jose?
[AGENT][NEUTRAL] Docin [PII] or [PII] Jose mhm.
[CUSTOMER][NEUTRAL] What you say, set aside.
[CUSTOMER][NEUTRAL] OK, I mean to me num the poliodosinco sero tres.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh-huh, or at the algo estolo onelo cargarian alanopasado is eso milquiento.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Correct I see yes.
[CUSTOMER][NEUTRAL] Uh-huh, I can milquinientos compressa polia mere.
[AGENT][NEUTRAL] Otatinos do beneficio uno habulaio yello reorpitaliacion so the beneficio separados el pitaliacion tremin.
[CUSTOMER][NEUTRAL] Ah, that milking milquiniento.
[AGENT][NEUTRAL] No, pita remin per the outpatient is miliano.
[CUSTOMER][NEUTRAL] Ah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect and.
[AGENT][NEUTRAL] I see, yes.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, bueno ran to telephone.
[AGENT][POSITIVE] OK. Perfect. Mhm.
[CUSTOMER][NEUTRAL] Get gracia portion.
[AGENT][NEUTRAL] And then I go.
[CUSTOMER][NEUTRAL] No, soloeso gracias.
[AGENT][NEUTRAL] then I think I for I.
[CUSTOMER][NEUTRAL] Hello.