AccountId: 011433970860
ContactId: f4613c69-132b-4cbc-a64c-64f48f925801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372799 ms
Total Talk Time (AGENT): 149821 ms
Total Talk Time (CUSTOMER): 132640 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f4613c69-132b-4cbc-a64c-64f48f925801_20250624T16:00_UTC.wav
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[AGENT][NEUTRAL] American Monica come on the call you.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] I yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And nothing on manera [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh this is.
[CUSTOMER][NEUTRAL] Maybe or.
[AGENT][NEGATIVE] Come on you guys.
[CUSTOMER][NEUTRAL] And on the that wasn't people that I wanna told you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I know you do.
[CUSTOMER][NEUTRAL] it.
[AGENT][NEUTRAL] See that number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, 45 sets in.
[CUSTOMER][NEUTRAL] Sinsin.
[AGENT][NEUTRAL] It's a nombremiento.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In my ionic or electronic.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Gracias.
[AGENT][NEUTRAL] OK, so aquitenemos la solicit sore, um, no laboratorio conquest diagnostics, um, reclamacion parapodepaarla necessitamos el dinostico la colo que pagosus seguro primario yesloque and necessitamos but anoso no massel eel no no the sufficientacion.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][POSITIVE] I had solo amando.
[CUSTOMER][NEUTRAL] No A1C solamente A1C.
[CUSTOMER][NEUTRAL] That's part of the check.
[AGENT][NEUTRAL] Seasonspartalapelo quepas sero primario esseguroseario.
[AGENT][NEUTRAL] So no it's a lisa nova pago as a pago el seguro primario um ille cure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Lecure laboratorios masquelo que pas sero primario.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, so to be Marla touro uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's no uh-huh.
[CUSTOMER][NEUTRAL] But it's a it's a money.
[CUSTOMER][NEUTRAL] Ecorreenorita.
[CUSTOMER][NEUTRAL] Uh no, no, no, no it can be after probably.
[CUSTOMER][NEUTRAL] You can go the ratio for a start in the late.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oratorio uh MRI.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Mm, yeah, and the tapasando.
[AGENT][NEUTRAL] Uh-huh, it's a reclamacionbajo seguro the gap no lottro de wellness demonegunda.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] The momentorevia lotto.
[AGENT][NEUTRAL] See, so tiennela essaotura is bajo lotlanquetienne procuanoviolosocumento loovajo planario soloquepodaer is um invitere clamo paquese processevajolatrapolisa ya los el pago deciendolares.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See pago conquest eva porque espolia la la polia numer police maca dear sara alolaiosartay see aos and car manelmentine on the regress over remo.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK, studying at a Major.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, when Antonoareclamolauttrapolisa provasecomunovo reclamoso sevademorado masosunasemana.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Algoma.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Then uh would assist the American public life.
[CUSTOMER][NEUTRAL] Yeah, all my.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.