AccountId: 011433970860
ContactId: ea8617ed-5e26-46be-b8ab-e17caf20c676
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260320 ms
Total Talk Time (AGENT): 55649 ms
Total Talk Time (CUSTOMER): 65604 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ea8617ed-5e26-46be-b8ab-e17caf20c676_20250415T20:00_UTC.wav
--------------------------------------------
[AGENT][NEGATIVE] That's just being a mad American public like. My numbers [PII].
[CUSTOMER][NEUTRAL] Oh, I'm gonna start this is the tria brando Pacheas uh sore un claim que mandea sepoco.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Pors is skin of Mars.
[AGENT][NEUTRAL] OK, no depolia.
[CUSTOMER][NEGATIVE] It ero Uno do dos erro uno or whatever.
[AGENT][NEUTRAL] Saronno Ocho.
[CUSTOMER][NEUTRAL] C not on.
[AGENT][NEUTRAL] It's no fechana immiento.
[CUSTOMER][NEUTRAL] Rene Tavera novicho the sinantecu.
[AGENT][NEUTRAL] No exonic or electronico.
[CUSTOMER][NEUTRAL] The as [PII].
[CUSTOMER][NEUTRAL] In electronicosa tatotara aroba Ilo.com.
[AGENT][NEUTRAL] OK, you staying please?
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, um, porque aqui conmigo, you know, travajoso relamos viaque pasalotrepartamento perosier poos de la Lias sine fita queloquetradusca.
[CUSTOMER][NEUTRAL] No, no, but is in my person.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[AGENT][NEUTRAL] Is this like a cancer claim kind of policies.
[AGENT][NEUTRAL] I try and explain the.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Medlink. I have policy number 1220189.
[AGENT][NEUTRAL] For part one, [PII].
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is this for Spanish speaking?
[AGENT][NEUTRAL] Um, he calls a Spanish language. He speaks English.
[CUSTOMER][NEUTRAL] Oh, OK, OK, just making sure I, I don't know why it rolled to rolled to us, um, OK, um, what was that policy number again? I'm sorry.
[AGENT][NEUTRAL] 1220189.
[CUSTOMER][NEUTRAL] OK, and the member?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so he has some questions on his claim that was denied and then he also has questions on the benefits.
[CUSTOMER][NEUTRAL] OK, you can transfer him on through.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi