AccountId: 011433970860
ContactId: edf3cec8-ef82-4acd-9264-6aeb90b63a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357109 ms
Total Talk Time (AGENT): 155742 ms
Total Talk Time (CUSTOMER): 120530 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/edf3cec8-ef82-4acd-9264-6aeb90b63a60_20250114T13:07_UTC.wav
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[AGENT][NEUTRAL] With one of the.
[CUSTOMER][NEUTRAL] When I be out to my number can I and I.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Settle inin. V as in [PII]. W in [PII].
[AGENT][NEUTRAL] OK, 02 cinco 24.
[CUSTOMER][NEUTRAL] We plan.
[AGENT][NEUTRAL] OK, so you, um, [PII] pardon my verific so see me and to telephone.
[CUSTOMER][NEUTRAL] A rein direction and [PII].
[CUSTOMER][NEUTRAL] Good morning. I guar.
[AGENT][NEUTRAL] Is electronic.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Much is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, is this alamo [PII] you had LD DS SMS.
[CUSTOMER][NEUTRAL] Cello el el HCA Kendal Hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is to relamo opera salamergena del HCA fled the canal square.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Mhm, I see.
[AGENT][NEUTRAL] Perfect. I see, uh, seeing effect of process of embargo no appele no porque clamosinto necessitamos and legs beneficio de principal quinoa noses la parte que kiss total el el monto total spi um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ass.
[AGENT][NEUTRAL] And this principal on the part and the.
[CUSTOMER][NEUTRAL] See, yes, I would like to [PII].
[AGENT][NEGATIVE] Uh no no rela claque queer principal principal clavi documentcuo ban and paralogomente cuentes la partequeapari cuento is la parteque is a cusses no resimos is a part.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A lot of things.
[AGENT][NEUTRAL] I paid in a way, so you put us on the recliner.
[CUSTOMER][NEUTRAL] OK, the era is a documentolopodoyo is a documento the explanation of be of benefits poo.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, so you send all the process you guys used to take excess oil.
[CUSTOMER][NEUTRAL] OK, yo yeah it was ok then and no matter the claim conpo.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Eluin claim con apeeselreinco cincodiogen cuatro.
[CUSTOMER][NEUTRAL] Precincosino coiqua yes a biocalepasar for.
[CUSTOMER][NEUTRAL] November to see the weather.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, and to the pasar total deto rein.
[AGENT][NEUTRAL] See el Moto de la cuenta de los eros remises on contresses and Taos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And those uh
[CUSTOMER][NEUTRAL] Yeah yeah and the explanation of benefits.
[AGENT][POSITIVE] Correct, explanation of benefits the dia the clos.
[CUSTOMER][NEUTRAL] OK, OK, Tain on me on the gracia and to your, uh, processes come to solopo so we did it to her that her website instead.
[AGENT][POSITIVE] And she is correct in the break.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] It syndrome.
[AGENT][NEUTRAL] Get on.
[CUSTOMER][NEUTRAL] Mm bye.