AccountId: 011433970860
ContactId: eff5ead5-b5a8-407a-b8d1-cb53b36db065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686719 ms
Total Talk Time (AGENT): 315364 ms
Total Talk Time (CUSTOMER): 224577 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/eff5ead5-b5a8-407a-b8d1-cb53b36db065_20250623T20:58_UTC.wav
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[AGENT][NEUTRAL] You [PII].
[CUSTOMER][NEUTRAL] on the [PII].
[AGENT][POSITIVE] Come on you that you know you're ready.
[CUSTOMER][NEGATIVE] he said this is not my son come on no no no.
[AGENT][NEUTRAL] OK, the.
[CUSTOMER][NEUTRAL] What is the claim number.
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] And uh er errodos cuatrobocho unocinco chore.
[AGENT][NEUTRAL] 23 telephonica.
[CUSTOMER][NEUTRAL] No I think qua qua quaint.
[AGENT][NEUTRAL] OK Gracia. One moment please.
[AGENT][NEGATIVE] Iorda meas asimento de re electronico.
[CUSTOMER][NEUTRAL] Mayore is hello, no, Iago, no, no, no like la hello.
[AGENT][NEUTRAL] Vacuchocucho.
[CUSTOMER][NEUTRAL] Are you hello?
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEGATIVE] OK, see, uh, no bienve in me.
[AGENT][NEUTRAL] OK, in in my electronico.
[CUSTOMER][NEGATIVE] No, I yeah, no operating.
[CUSTOMER][NEUTRAL] See qua quatro and you [PII] rererevent [PII] or [PII].
[AGENT][NEGATIVE] But electronic travajo.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That's so cute. I, you know sit can go for it.
[CUSTOMER][NEUTRAL] You home my psychiatri but no.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, um, medijocapartamento.
[CUSTOMER][NEUTRAL] Uno er
[AGENT][NEUTRAL] OK, yeah. OK.
[AGENT][NEUTRAL] Nemolo lamos.
[AGENT][NEUTRAL] OK, so recientemorecivido barrio reclamos um todosangado de los [PII] reciendo lalica the beneficio Ateia solo beneficio the outpatient paraesteo paraventi cuadro queloquesando de lao venti cuatro and the name of barrio de levilian clinic um cleviland clinic taurano paramaoreo venti cuatro.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK, yoquetengoca said, OK, look at themmoca said, OK.
[AGENT][NEUTRAL] And then the communicasecon cleveland clinic um porquetoda via deve or
[CUSTOMER][NEUTRAL] No, because you say, can you talk us.
[AGENT][NEUTRAL] Oh conootronada porque nootros mira queore singing and biando reclamon nootrobamoja egir and bio informaciono quete musotos so beneficios so mira queol and bien nootrobiiamo so parano paramos and bios.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, but the MMA.
[CUSTOMER][NEUTRAL] Aim electronic fund transfer authorization on a check electronic funds drawn and pay attention American life insurance.
[CUSTOMER][NEUTRAL] Yeah, in a but it's a request found 104 with 16.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 104 with 16 so I unpao [PII] at Cleveland clinic um the Mao tretino venti quatro no leviamosiento cuatroles on the tawa at Cleveland Clinic.
[CUSTOMER][NEUTRAL] They like
[CUSTOMER][NEUTRAL] dear [PII], during a routine audio of your claims filed, it was discovered that the following occurred during the period of subsequent payments of the of the mentioned claim description. Benefis of about claims should not have been allowed. The policy have paid up $1000 per calendar year for cover of patients. The benefit maximum have paid the me of the profession of the claim. So.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The have come to.
[AGENT][NEUTRAL] The one.
[AGENT][NEUTRAL] And so so I can keep pagamos.
[AGENT][NEUTRAL] 9.
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] And the ones we need to.
[CUSTOMER][NEUTRAL] Yes, for the difference.
[AGENT][NEUTRAL] The Pano sotrogenviamos unpago the milciento cuatro condiis poles and cover los scient.
[CUSTOMER][NEUTRAL] Oh they don't like cuenta Maria or pale.
[AGENT][NEUTRAL] They could be.
[CUSTOMER][NEUTRAL] Use he said on cuentanal in the cuatro.
[AGENT][NEUTRAL] Um, no, so trolebiamogensecheque el provedorel proveti can beans as acheque regressolosiento cuatro condiasis says.
[CUSTOMER][NEUTRAL] The documents on this end.
[CUSTOMER][NEUTRAL] Perse me amanando queena cuenta.
[AGENT][NEUTRAL] It so I proved via a power resose check for prove.
[CUSTOMER][NEUTRAL] I come I come come condo for months condo er do they they.
[CUSTOMER][POSITIVE] Well your boy your marintons gracias.
[AGENT][NEUTRAL] Decala conclivian clinic pela carta and no sotropiolo sciento cuatro de regreso que porfalobienque nobido la carte.
[CUSTOMER][NEUTRAL] Yeah uh-huh.
[CUSTOMER][POSITIVE] Uh, yeah, when Mua gracias gracias.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And then I got a budget that I gotta go.
[CUSTOMER][NEGATIVE] No, it's asking the main thing and say nothing. OK, don't contact her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See contact me directamentos.
[CUSTOMER][NEUTRAL] Ocelopa don not sleeping and cleaning but me uh bei says pagaron mean dollars.
[AGENT][NEUTRAL] No, no, no, the hemeleo traves no resimos clamo hemedioreclamo no resurre clamo and ebrero una del venticinco.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] La fecha de cervio is the Maggioreo de venticuatrotro processamoserreclamo and ererocaceventicinco [PII] amosuncheque at Cleveland Clinic.
[CUSTOMER][NEUTRAL] Say.
[AGENT][NEUTRAL] It said check it for pagado and add additionalalo milkcuteia de beneficio.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Don't no lemandamos una sore pago alivilan clinic paranos devierra peros no no and the uerto and tosamos pore ego la carte peros man to land clinic in the reoppanos uh polo la cuenta yesuso pao.
[CUSTOMER][NEUTRAL] Pero pero pero you have you have the notion it's just you and answers or just don't joke.
[AGENT][NEGATIVE] No, nopago extra or sebapago porque estecao en binco nose cinco venti la la venti cuatro and jocana carte a refund normamente via a refund I don't know say tamente look tapas and be out.
[CUSTOMER][NEUTRAL] Oh, OK, can Ilehabitaro.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] recienteelre [PII].
[AGENT][NEUTRAL] [PII] cambiamos lameratalebiamo [PII].
[AGENT][NEUTRAL] So I'm gonna have to.
[CUSTOMER][NEUTRAL] Yeah, well, visa porquelejas age.
[AGENT][NEUTRAL] No lemos esto esusalleiamos aios lobiamosuste mosque and viamos esting from a juniorese.
[CUSTOMER][NEUTRAL] I just want me.
[AGENT][NEUTRAL] See, I just.
[CUSTOMER][NEGATIVE] E porqueedo mandaro email fast.
[AGENT][NEUTRAL] Re reregula.
[CUSTOMER][NEUTRAL] OK, OK, yeah.
[AGENT][NEUTRAL] Um, let me have that for you one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] 2181
[CUSTOMER][NEUTRAL] But that one is gonna have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand the problem.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] my child.
[AGENT][NEUTRAL] OK, it's to be um
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh I got you.
[AGENT][NEUTRAL] OK, Cleveland Foundation [PII].
[CUSTOMER][NEUTRAL] the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] ok Lio grams algo gra.
[AGENT][NEUTRAL] They uh they