AccountId: 011433970860
ContactId: e8769f52-5169-4c2c-a5b1-7ce381309769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 993479 ms
Total Talk Time (AGENT): 381418 ms
Total Talk Time (CUSTOMER): 368320 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e8769f52-5169-4c2c-a5b1-7ce381309769_20250319T18:41_UTC.wav
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[AGENT][NEUTRAL] buses gracias apelimeyammo [PII].
[CUSTOMER][NEUTRAL] See [PII] one part this.
[AGENT][NEUTRAL] One is.
[CUSTOMER][NEUTRAL] Um, oh yeah yeah mira [PII].
[CUSTOMER][NEUTRAL] Porquetengo una cuentas una una cuenta que que que we know polo and don't say quierraabel que cuenta pendiento o and residioute come build the the.
[AGENT][NEUTRAL] The bean.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] OK. Conbos
[CUSTOMER][NEUTRAL] OK, you send me a word of secondario and don't say.
[CUSTOMER][NEUTRAL] mandagada el elman.
[AGENT][NEUTRAL] OK, congo soarte de la polia.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The Konapele lumio de la Polia certcao.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In numeral de la poli uh logo time head of the APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK uh.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Does Cinco zero cuatro nueve
[CUSTOMER][NEUTRAL] Sierra N.
[CUSTOMER][NEUTRAL] Amy de Maria
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ele De Louis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See you.
[AGENT][NEUTRAL] OK, glasses. I come see almost dead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In savor.
[CUSTOMER][NEUTRAL] Augusto
[CUSTOMER][NEUTRAL] Domino.
[AGENT][NEUTRAL] Grasses is [PII] Tamayou veraldexion de la casa.
[CUSTOMER][NEUTRAL] See Benticinco [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, gracias I call in the telenocila your mother studies connectadays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, Sierra just says Cerro says says um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, grass.
[AGENT][NEUTRAL] And la feta del Servio.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, well.
[AGENT][NEUTRAL] There's the Relamo.
[CUSTOMER][NEUTRAL] What I mean nothing.
[AGENT][NEUTRAL] 5 Hospital C.
[CUSTOMER][NEUTRAL] C, C for uh University of Miami.
[AGENT][NEUTRAL] OK, I check your example is
[AGENT][NEUTRAL] Calvein Augusto.
[CUSTOMER][NEUTRAL] Uh rogagogao.
[AGENT][NEUTRAL] Porquetamosumrilamo Polache de eles de Augusto.
[AGENT][NEUTRAL] It is U Miami University of Miami Hospital.
[AGENT][NEUTRAL] Iaindu it is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's like, uh, is it?
[AGENT][NEUTRAL] Mhm. Jalopagamos Lopagamos.
[AGENT][NEUTRAL] Uh, the associated the septire.
[CUSTOMER][NEUTRAL] Mm no I know ao I goendiente.
[AGENT][NEGATIVE] But it also, no.
[AGENT][NEUTRAL] Uh, is if I put on accidente?
[CUSTOMER][NEUTRAL] No software or.
[CUSTOMER][NEUTRAL] Uh, bea uh ortopedico permi rodilla.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to check on the.
[AGENT][NEUTRAL] Exactment momentitto porque vo reramo.
[AGENT][NEUTRAL] Porquein unfe del cervio.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Noseguroques.
[AGENT][NEUTRAL] Reklamov Jackyard.
[CUSTOMER][NEUTRAL] Yeah, I mean.
[CUSTOMER][NEUTRAL] You then go uh and migasa la cartaveroettatrajoresesebuaer in in la Carta.
[AGENT][NEUTRAL] For check out lamasi porque.
[AGENT][NEUTRAL] For hospital moment it, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Esteueuruna clinica.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] See, as I, I, I.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, Intosiapa gamemositente cinco dola this.
[AGENT][NEUTRAL] For us the visitor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Euro Pago.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Nose teno uh er una des redient.
[AGENT][NEUTRAL] Oh, the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yeah, [PII] Tapocoya check Alas momentdio.
[AGENT][NEUTRAL] Too que el Cheque Corado.
[AGENT][NEUTRAL] El Trita de Setiembre.
[AGENT][NEUTRAL] Uh, kiri Yoda el numero de reclanmero de Cheque ikiri yam.
[AGENT][NEUTRAL] Alofain deleionda Lameraccion.
[AGENT][NEUTRAL] Yeah, yeah, I game of sit a single do this.
[AGENT][NEUTRAL] Cre No Carlo.
[CUSTOMER][NEUTRAL] See, OK, what.
[AGENT][NEUTRAL] Ohambien.
[AGENT][NEUTRAL] That this is mejor Sirio puero mandala Carta the
[AGENT][NEUTRAL] EOB
[AGENT][NEUTRAL] Ivane toacion numero de reclam numero de check it on the mandemoses check it.
[AGENT][NEUTRAL] He played that line for Macion alofaina de Collexion.
[CUSTOMER][NEUTRAL] OK, I get it's randoseuro pri uh primariomio.
[CUSTOMER][NEUTRAL] Uh, well, uh, Las Vegas er La Cosa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Can I, can I, I got the the uh.
[CUSTOMER][NEUTRAL] And the uh reenta de Ore.
[AGENT][NEUTRAL] OK, well this is the main.
[AGENT][NEUTRAL] OK, the name of Sirilamoreaea.
[AGENT][NEUTRAL] For you, Miami.
[AGENT][NEUTRAL] Oh no, you Miami medicine, ortho and rehab.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I use cobras sient no ventol no dossiento venta eviolleres.
[AGENT][NEGATIVE] That an ester clamo for negada porque port una consulta and la faina a no.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, I beneficial for consultus in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you uh-huh periovique on uh on a cuenta in their website the Ape LA.
[CUSTOMER][NEGATIVE] And no.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Postalia pu luo derelamo.
[AGENT][NEGATIVE] E puede emprio de reclamo.
[AGENT][NEUTRAL] But a there so.
[AGENT][NEUTRAL] A B
[CUSTOMER][NEUTRAL] Oh, and we want the, the, the AP.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See our website dena Soros, uh, Bajo derelamos savlos numerals derelamos that sin numeral.
[AGENT][NEUTRAL] Gondoloquire solo and.
[AGENT][NEGATIVE] Escohenmero de reclamoel explicacion del beneficials evadeirqueyapagamosittenainco dole conel numero de cheque ila fache in pagamo esiclamo.
[CUSTOMER][NEUTRAL] OK, and does it uh you Andriana upendienteval uh on uh.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] So what about
[AGENT][NEUTRAL] Mhm. Well check it out through relatita.
[AGENT][NEUTRAL] The name was relamopo del [PII].
[AGENT][NEUTRAL] Uh, check, check out.
[CUSTOMER][NEUTRAL] hold you.
[AGENT][NEUTRAL] Uh, but the I say ah Florida Mercy Hospital but yapamosesitambien. No [PII].
[CUSTOMER][NEUTRAL] OK, uh, OK, I, you know, uh, [PII] some pas.
[CUSTOMER][NEUTRAL] Uh, OK, so uh the
[CUSTOMER][NEUTRAL] [PII] and CS.
[CUSTOMER][NEUTRAL] No [PII] porquelopital and see nose porqueya Marellopidilopital no [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Covara and in in uh no no no one of Jenny.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] as if I tore fuel turi.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Ore trea.
[AGENT][NEUTRAL] Trenta gracias.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, we'll check out to see what I be in momentdita.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It stands for.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] UMMGynmar.
[AGENT][NEUTRAL] SFA Doctor [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Elo mandala the sore throats.
[AGENT][NEUTRAL] In the cortico there.
[AGENT][NEUTRAL] The Lugar
[AGENT][NEUTRAL] Del cervio es una officeinaelo puscierocorico porcia.
[CUSTOMER][NEUTRAL] So yo.
[CUSTOMER][NEUTRAL] So then the amarlo or uh
[CUSTOMER][NEGATIVE] I feel like a quelo cambian for queo weal or fish on that you want.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] He [PII] and you know [PII].
[AGENT][NEUTRAL] It to depended the the los cooska is po in inel Reclamo in Esticaso a lousieron el cortico por unaoesina.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] A physician's office.
[CUSTOMER][NEUTRAL] OK, so a podria cambiolo sam.
[AGENT][NEUTRAL] See you, um, you play the man that [PII] [PII].
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK, see hearing.
[AGENT][NEUTRAL] Mhm. [PII] porque alve SSL Corioque Aus.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Tenoruna Consulta.
[CUSTOMER][NEUTRAL] So your, your
[CUSTOMER][NEUTRAL] La um Jenny Laotra la orthopedicaes orthopedic que quequevaraga he
[CUSTOMER][POSITIVE] You must enjoy what no say what is a differential er they get the una the there the unorbe tobego theme and a mimo al.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Ntando.
[CUSTOMER][NEUTRAL] Mosaic.
[CUSTOMER][POSITIVE] The solutions and we arrived.
[AGENT][NEUTRAL] I you see I used play in Cambilo.
[AGENT][NEUTRAL] Mandao through the.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][MIXED] OK pero quierrapois ante sepa.
[CUSTOMER][NEUTRAL] He borque que no cirque pue er osa erme una medique no no urolo the no porque.
[CUSTOMER][NEUTRAL] But er no porque mandainaque.
[CUSTOMER][NEUTRAL] So yeah.
[AGENT][NEUTRAL] I see yes. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, well, say in the end they say yeah.
[AGENT][NEUTRAL] Yeah, you're finding your martbien.
[AGENT][NEUTRAL] OK. T.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] To see an improvement as well.
[CUSTOMER][NEUTRAL] Y.
[CUSTOMER][NEGATIVE] The way I see the, the she has so no you.
[CUSTOMER][POSITIVE] Jayaming out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's perfect. OK, OK, mucha gracia [PII].
[AGENT][NEUTRAL] It's [PII] graciasparmar [PII] and bus started.
[CUSTOMER][NEUTRAL] It was by.
[AGENT][NEUTRAL] Glasses bye.
[CUSTOMER][NEUTRAL] Mhm bye.