AccountId: 011433970860
ContactId: f2569071-f67f-4c5f-a144-f8efe22e6ec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316899 ms
Total Talk Time (AGENT): 88673 ms
Total Talk Time (CUSTOMER): 192851 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f2569071-f67f-4c5f-a144-f8efe22e6ec6_20250113T21:22_UTC.wav
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[AGENT][NEUTRAL] American Public Life. My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] on the care team. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm good thank you I have um a member well I know I shouldn't say that because they needed the Spanish line so I was not able to understand. I don't know if it's the provider or an insured and I don't have a policy. OK, are you ready?
[AGENT][NEUTRAL] OK, that's fine whenever you're ready.
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][POSITIVE] Thank you so much. Have a nice evening, [PII]. All right. Bye-bye.
[AGENT][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] American Public Life, my name is [PII].
[CUSTOMER][NEUTRAL] Um, when I started just say sinarrato er you think go say good conage and I a persona que quejotravaha a persona is just postmente respons the casiment no sotro he metali delodigatala.
[CUSTOMER][NEUTRAL] Um, yeah, mega menujo inside waa personaque mebaha poropola trea and don't say ya paul quereta and i pagando quelo bajo quebaja taita.
[AGENT][NEUTRAL] Um, and this is called peti endostinoseguro no sotros.
[CUSTOMER][NEUTRAL] Secon age it's a 2 on the medico don't say mediqueta the medi mediqueta.
[AGENT][NEUTRAL] No, I don't know some stage.
[AGENT][NEUTRAL] Uh, no, I don't know, so Medicare, um, so most American public lifearjeta.
[CUSTOMER][NEUTRAL] Make.
[CUSTOMER][NEUTRAL] See Ja contraumnotajeta then the the medicator.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy number of the policy, sir.
[CUSTOMER][NEUTRAL] Canit?
[CUSTOMER][NEUTRAL] And the telephone and joiner mediqueta so.
[AGENT][NEUTRAL] Um, alumara depoli, sir.
[CUSTOMER][NEUTRAL] What is the de la cajeta?
[AGENT][NEUTRAL] The Supolia on American Public life see.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Almost you?
[AGENT][NEUTRAL] Uh, senora eskeneesitosmero de polisa si seguro no sotros de una tartare de polisa.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The it's a, uh, OK, no que um they contra on the polia OK we are uno que I do have for you so we are uno queteniacomoses and quasincosinose.
[AGENT][NEUTRAL] Mhm. May I repeat the numeral?
[CUSTOMER][NEUTRAL] I saw it?
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK, so ma'am.
[CUSTOMER][NEUTRAL] I don't know this.
[CUSTOMER][NEUTRAL] Seticuato Cinco Cinco.
[CUSTOMER][NEUTRAL] Yeah, Cinco Cinco's saying. That's what I see.
[AGENT][NEUTRAL] C as in Norway.
[CUSTOMER][NEUTRAL] Can they come up the pizza.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But it's well being, OK, so I'm gonna chikitika.
[CUSTOMER][NEUTRAL] Mira Zoya come on.
[CUSTOMER][NEUTRAL] C. 70 cuarto.
[CUSTOMER][NEUTRAL] Cinco cinco fabula veda.
[CUSTOMER][NEUTRAL] But photoslavia.
[AGENT][NEUTRAL] Oreosocialpasarsupolisa.
[CUSTOMER][NEUTRAL] Oh, OK. er el me prebuta ella ultima ella ultima er saying this is say 3 el me as a combo.
[AGENT][NEUTRAL] Uh, mm.
[CUSTOMER][NEGATIVE] It's not any thing coming.
[AGENT][NEUTRAL] Noendo is no oso selva er masco.
[CUSTOMER][NEUTRAL] I, no me meer can a book out I see in a up to yeah.
[CUSTOMER][NEUTRAL] Mina.
[CUSTOMER][NEUTRAL] The de la ultima el el el.
[AGENT][NEUTRAL] No, senorita numeral completo de seguro Social or nummera de polia por favor.
[CUSTOMER][NEUTRAL] He mira beesociate breeching.
[AGENT][NEUTRAL] Chains gracias.
[CUSTOMER][NEUTRAL] OK, it's.
[AGENT][NEUTRAL] Is the number report for.
[CUSTOMER][NEUTRAL] Sinolarao.
[AGENT][NEUTRAL] See abbeque con er segus no mealuna polisagua quetine auranza on American public life ores Medicare.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Call Medicaid, Medicaid you thinko callsage on age, OK, so telephone me Medicaid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a it's a market numeral kibocado no no somos is a compania so most American public life.
[CUSTOMER][NEUTRAL] Ah, no, if it's a academy Medique.
[AGENT][NEUTRAL] No no male nummerofresemoseguros and medicare.
[CUSTOMER][POSITIVE] OK, the cushion gracias.
[AGENT][NEUTRAL] Yeah it is