AccountId: 011433970860
ContactId: eecf5165-ccfe-48fc-a86f-e2d5a353f217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349679 ms
Total Talk Time (AGENT): 101152 ms
Total Talk Time (CUSTOMER): 170594 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/eecf5165-ccfe-48fc-a86f-e2d5a353f217_20250127T19:40_UTC.wav
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[AGENT][POSITIVE] Best gracias apeleia [PII] in.
[CUSTOMER][NEUTRAL] See when I started bres Blanca Castro Montoyaamando porqueto de la seza porque travajado travajoerosa de primiro de nerocas de nero and to ado porquerea cartons.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Unos pagos parala continos de la seranza perocommoonees to travajado poo po paga and toes no esose canlo des their momento queos no media on travajo or nose.
[AGENT][NEUTRAL] OK, you put a blanca miro de la Palisa.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See you momento.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] no matter the la polia is.
[CUSTOMER][NEUTRAL] they have it at this store.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is zerodos.
[CUSTOMER][NEGATIVE] Incocite.
[CUSTOMER][NEUTRAL] Trees Crodos.
[AGENT][NEUTRAL] OK, immiento de por favor.
[CUSTOMER][NEUTRAL] And nerodo dee cuatro.
[AGENT][NEUTRAL] I call it numerated the telenosilay mother disectare for a yar.
[CUSTOMER][NEUTRAL] OK, is those in?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No he says they see no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, gracias. Everexion de la Casa.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] OK, gracias.
[AGENT][NEUTRAL] A recipiion La Carta de Apele or the benefits in a card.
[CUSTOMER][NEUTRAL] Uh, reci recivila cartaquepele unas quetremonas starchetita.
[CUSTOMER][POSITIVE] Aquila Carta is amanda.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's on the DNA number of de la polia.
[AGENT][NEUTRAL] OK gracias, it's Simelaenaitamosablar on benefits in a card. Averilla poli uh this is uh canillado, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hey, and your.
[AGENT][NEUTRAL] My
[AGENT][POSITIVE] OK, Gracias Moito.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Suyagravada control the cali.
[CUSTOMER][POSITIVE] Gracias poramar big Spanish esperiaerra tendidooreligentia gente pole.
[CUSTOMER][NEUTRAL] Uste is eliginteador in Turno.
[CUSTOMER][NEUTRAL] Perisco cuandolo.
[CUSTOMER][NEUTRAL] All I wanna start this reis formara benefits in a card mino reserla conquiting gusto.
[AGENT][NEUTRAL] Hi Perla, it's [PII] at APL. How are you doing today?
[CUSTOMER][POSITIVE] I'm great and yourself?
[AGENT][POSITIVE] I'm doing well, thank you. I have an insured [PII] with Megaforce.
[AGENT][NEUTRAL] And she is stating that she is no longer employed and she said she received a letter stating that we should that she owed us owed money for the policy. I don't know that we sent it out, but.
[AGENT][NEUTRAL] Can you assist her?
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] And we only show dental coverage for her.
[CUSTOMER][POSITIVE] Alrighty, no problem. I'll go ahead and take, take a look at this.
[AGENT][NEUTRAL] OK, do you need her last four social or anything?
[CUSTOMER][POSITIVE] No, that's fine, thank you so much.
[AGENT][NEUTRAL] All right, thank you [PII] let uh let me get her on the phone, OK?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The name of [PII] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] It was me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All I wanna start this introso facto que el el pago de la se.
[CUSTOMER][NEUTRAL] The resciaquio uh that recivido one of queviseque uh los beneficial senonata is a.
[CUSTOMER][NEUTRAL] The mid midlifeoro de appelle I was it.
[CUSTOMER][NEUTRAL] With those beneficialson uh and question the semana de semana you have the congen for the duola and immismo so don't sala just uh-huh OK senora la la gen.