AccountId: 011433970860
ContactId: ec0f4fb3-0da9-4b64-b4a1-32d2f404c8ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553659 ms
Total Talk Time (AGENT): 219855 ms
Total Talk Time (CUSTOMER): 201546 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ec0f4fb3-0da9-4b64-b4a1-32d2f404c8ce_20250312T20:07_UTC.wav
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[AGENT][NEUTRAL] That's just me man American Public Life. My name is [PII]. I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I talk to him.
[AGENT][NEUTRAL] Um, so you just la polia.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Well the number the police support.
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] You may repeat the phone number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I'm gonna ma some momento.
[CUSTOMER][NEUTRAL] You know they have a handle on.
[AGENT][NEUTRAL] Nolaviendovajostapolia de me momento.
[AGENT][NEUTRAL] And the econos.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] See, um, cameformacionittava sore la polia.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, that's why I sit there.
[AGENT][NEUTRAL] See parapode um no aquiteno la polia no masque comosautoriada to viraque el paraque el mede permiso paos OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, that's awesome. That was awesome.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Conqueabla?
[CUSTOMER][NEUTRAL] See [PII].
[AGENT][NEUTRAL] Isapea.
[CUSTOMER][NEUTRAL] Yeah we yeah.
[AGENT][NEUTRAL] OK, it's and.
[CUSTOMER][NEUTRAL] So in this.
[AGENT][NEUTRAL] May I ver regards to the ionic or electronic?
[CUSTOMER][NEUTRAL] O1C because I went in this in the 3.
[CUSTOMER][POSITIVE] the journey go and hallelujah.
[CUSTOMER][NEUTRAL] They said aroa you.
[AGENT][NEUTRAL] The name is Hotmail.
[CUSTOMER][NEUTRAL] S SM.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, um, yes, yes, uh-huh, Emean no permisa las esposa [PII] oi.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] C C.
[AGENT][NEUTRAL] OK, is the permiso no mass essay mother.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, bueno gracias.
[CUSTOMER][NEUTRAL] But I can't see.
[AGENT][NEUTRAL] Imalikwalela fetavio Pazvile a quest diagnostics.
[CUSTOMER][NEUTRAL] Same here, home to face this future to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll show you the sales and you want.
[CUSTOMER][NEUTRAL] OK, I got all.
[CUSTOMER][NEUTRAL] 17.
[AGENT][NEUTRAL] So not not amorelamo de quest um no no on the and summetido paraa fecha teno Oros relamos de laboratorios peron.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't know on a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Puedela reclamacion porreos and nose porque nostagano porque puedela reclamacion is sipiliaquees a factura de tayada um in toes is the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] No matter if I do.
[AGENT][NEUTRAL] No ostelefono noviraque facarlos or the los puemanda porcorreoyaquela poliasa canlada um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Silomanda con contracts the polisa and levapia quest una factura de tayada con el dinostico el diagnostico is more importantesinel and lar claseen.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's very different.
[AGENT][NEUTRAL] No, senor and no to a queerloste see quenostamandalamos.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] See, so I quite up there.
[AGENT][NEUTRAL] Uh-huh. Aquelevauna factura de talaa.
[AGENT][NEUTRAL] Colonel diagnostic.
[CUSTOMER][NEUTRAL] OK, just a moment, couple minutes, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Levapidios la factura detaada con los diagnosticos.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Contanostica.
[AGENT][NEUTRAL] In [PII] [PII].
[AGENT][NEUTRAL] They locate your spa.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm. Sisi vase lareclaac to viaque mandar loocumentos la factura de ya.
[AGENT][NEUTRAL] Loonica
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sino, you know, sindoorque conquest no sanegando lolamos lo los mandaonantes um yegaronbien esteloica maneassillomanda quest or lomandaote.
[CUSTOMER][NEUTRAL] I mean don't, I'm not I I mean.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm. See, see, Eelloica manera the deer la reclamacionesoloseque so no leva likesliacion de beneficios.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mhm, can get a different one.
[AGENT][NEUTRAL] No yes.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] See mhmitola tarta numerals latarjeta.
[CUSTOMER][POSITIVE] Give me the fast.
[AGENT][NEUTRAL] Um, Eel Ocho tete.
[CUSTOMER][NEUTRAL] Did I say think on the go.
[AGENT][NEUTRAL] See, mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I I'm looking for.
[AGENT][POSITIVE] I'll give the care.
[CUSTOMER][NEUTRAL] There's a.
[AGENT][NEUTRAL] See, mhm, so a quest is la factura de taa el dinostico lepito reel dinostico porquesinel dinostico el reclamose bar negar.
[CUSTOMER][NEUTRAL] You know me I think.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, it's a a sufficiente pooqueos it's a factora de tayada conel diagnostico porque bill no masa los promientos no el dinostico.
[CUSTOMER][NEUTRAL] I don't know I'm gonna call him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, find us on another day.
[AGENT][NEGATIVE] Sciento loosepareoposo mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] OK, but she has all that.
[AGENT][NEUTRAL] Yeah, but