AccountId: 011433970860
ContactId: f1cbef5e-08ad-4933-8497-0dfd429ce247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324399 ms
Total Talk Time (AGENT): 143693 ms
Total Talk Time (CUSTOMER): 108921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f1cbef5e-08ad-4933-8497-0dfd429ce247_20250306T14:49_UTC.wav
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[AGENT][NEUTRAL] We.
[CUSTOMER][NEUTRAL] Onto yeah policy number.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Uh, say to ala espanol.
[AGENT][NEUTRAL] T.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, I know that's it, uh huh.
[CUSTOMER][NEUTRAL] OK, uh, our account number is benicinco chuntaunouatrote.
[AGENT][POSITIVE] Beinisinotauro.
[CUSTOMER][NEUTRAL] I don't know, it's it.
[CUSTOMER][NEGATIVE] rote.
[AGENT][NEUTRAL] Perino.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Who had received this yet.
[AGENT][NEUTRAL] It is a number of police on the way I was.
[CUSTOMER][NEUTRAL] The uh er referenia.
[CUSTOMER][NEUTRAL] Trenta Cinco ventinue strenta uve.
[AGENT][NEUTRAL] Perano.
[CUSTOMER][NEUTRAL] Trenincoventinueve te rente uve.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], uh.
[AGENT][NEGATIVE] In no [PII].
[CUSTOMER][NEUTRAL] See your new boss, huh, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Stoya telephone.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mao [PII].
[CUSTOMER][NEUTRAL] Case
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] electronicocilia.
[CUSTOMER][NEUTRAL] [PII] at.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Which is gracias I come on the tea.
[CUSTOMER][NEUTRAL] Uh, she's in your your if you on Coro de gastro health.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If the account number gettaca de gael de quaarenttadolareuruna presidio queerron and Oubrequise benticuatro.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is no queloque the claim el que trentino and the rent plain or refer que peronaina primero.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You have a volcanos pagolos squaresando.
[AGENT][NEUTRAL] permitted a moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh so.
[CUSTOMER][NEUTRAL] But it's no nobody perona.
[AGENT][NEUTRAL] Minosteosins in your.
[CUSTOMER][NEUTRAL] Auto
[CUSTOMER][POSITIVE] Listo gracias also.
[AGENT][NEUTRAL] OK, so Montoyao.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So monofacuto is [PII] and no the beneficiosinger and la clinic office in a doctor.
[AGENT][NEUTRAL] It's the polio solamentele in the beneficios er tatomosopo Celtatamento medicolos proseino meos recividos justaen un hospital in la sala emergency hospital in an urgent care in caso quesaga uni in a hospital.
[AGENT][NEUTRAL] When she said at least 6.
[CUSTOMER][NEUTRAL] Mmpotamente is is a procedures.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Edo pero estocervicios de lia quince octo celosis and oficina del doctor or doctor [PII].
[AGENT][NEUTRAL] Ee lapolia no cure the beneficios but gunserviliaic doctorserto just hospital and an urgent care or know when an emergency.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We know
[AGENT][NEGATIVE] Na nada servicio bajo poli cuberto uh Sierralianic doctor.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][POSITIVE] Buenos that come with you.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm, [PII], yes.
[AGENT][NEUTRAL] They.
[CUSTOMER][NEUTRAL] Yeah, that's a long memo.