AccountId: 011433970860
ContactId: f4aff945-85ed-47c9-9510-b814c5ff019f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493339 ms
Total Talk Time (AGENT): 225636 ms
Total Talk Time (CUSTOMER): 284828 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f4aff945-85ed-47c9-9510-b814c5ff019f_20250109T17:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Be gracia have conusto.
[CUSTOMER][NEUTRAL] Oh that so con [PII].
[AGENT][POSITIVE] I'm on a pleasure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, but I wanna get loos I.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] I think when I had no one, sir.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, erosquaaraincoincuenta er.
[AGENT][NEUTRAL] Yeah hold on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Me telephone.
[CUSTOMER][POSITIVE] He chose cuatrosinue yes.
[AGENT][POSITIVE] Gracias mapovers to simmiento.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] The reso.
[AGENT][NEUTRAL] OK, in necesito's direction is the electronico.
[CUSTOMER][NEUTRAL] Centrocero southwest at entire court abata mental and rejoinsin.
[AGENT][NEUTRAL] It, yes.
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] You could be a pleasure idea that way.
[CUSTOMER][NEUTRAL] Hey, uh, so you like take a porquejoa own emergency room and in noviembrea a year and mesarevia er process pao the the the del the emergency room com deloreciento cai get up eel el gap.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Ever la preunta es quelo verific so it's in a reciento ent dento de la govertura delater.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] I see yes Cess para la coretu teresa este estano um they ever tura paraesto yeah poli aparment different so no silgado like formacion numeral polia ambio um so a differente is sino sotrogenbiamos escheque uh a west cano.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, OK, and does a teno lossinos encuenta de lao er in that.
[AGENT][POSITIVE] Uh, the heal beneficial is the new umaita.
[CUSTOMER][POSITIVE] OK. Perfect. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, to know who guarantee our powers you know verific as the cover.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, and
[AGENT][NEUTRAL] Beneficio maximo ambuatorio is the mildo sciento sincuentaorano.
[CUSTOMER][NEUTRAL] Milosinos encuenta.
[AGENT][NEUTRAL] See sailabilities, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, peronos.
[AGENT][NEUTRAL] OK, uh, the el mulatio queel outpatient is mildosintosincuenta eel the inpatient queeriaota is observaioniochorahoma don miquiniento forano.
[CUSTOMER][NEUTRAL] Pen they get me.
[CUSTOMER][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I'm sorry beaque nosequela la scients in cuenta is mientos.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah, [PII] and youral. See I think a see book.
[CUSTOMER][NEUTRAL] Camo claro porque porqueloquerolia.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and the and the no see, OK, so no beneficial no minaro and the bre.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, then.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] the mil quinientoorrofita is sincuenta for outpatient era menos mhm see Sierra menos and potomas.
[CUSTOMER][POSITIVE] Uh, it's correct uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right entiendo soy que mildosinos encuenta ello patient el yelling patient do milkingentos.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] you correct that yes.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I mean the elano baaele el enrollment deer sique que unmas on on er cuanto me ok see you actually enrollment tengo or on ques.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, esta poliason formed the group.
[AGENT][NEGATIVE] So Grupo er some heque caro uh no so solamente de simullaliacion i mulla cuenta I process amorelamodamo information the beneficiio beneficio better loque esta pagando mass or esta nomimo or CSKquedevela comp the 2 des keep squeal.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And they say cuando esoredolojoes preadan lestanquitadochequeparestapolisa.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Mm yeah, yeah, er joientosa el travajo and er so medijo ok Itadijo que queso resenting me ah otracosa quecuche medijo que er the polio and to how me no la casa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, the see lemaya tata nuevalatataueva fue peas readiincoque questacamino, um, sunumero de polisa delologa itando la viejabi queremos uh numeral IQ cacalajai in contradiamosillo pro she asked resibala.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh yeah, yeah, but yeah, no, OK, no, not necessarily because it's no, no, no, no, I see that I know that is yeah me meals a problem and so.
[AGENT][NEUTRAL] I see, got it. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh el elation is loquesellaburadoloo.
[AGENT][POSITIVE] I'mulatorio correcto that's yes.
[CUSTOMER][NEUTRAL] Correct, uh-huh, uh, the, the ronabuque yo, er, er, to a toy being, being, uh, biencio de la roila the union in the echo tobata preta songgao queposmented me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A neo and so la preunta is la la irujia er essa and meneco habulao and toes poria presenter er estte gap smildosino cuento de loqueria de lore or
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, see jabula pagariamono mildosinos in cuenta correo.
[CUSTOMER][NEUTRAL] Yeah, yeah, perfect, yeah, er the momento el quesomi mi mi mita the gap is sidolo minoino sima genero pue problem assumlolosento er salina que gap you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, er era era and now.
[AGENT][NEUTRAL] Mhm. OK, no. OK, bueno graciapelecu.
[CUSTOMER][NEUTRAL] Yeah, yeah, it, it's all.
[CUSTOMER][POSITIVE] Gracia muaa gracia gracia muya letting.
[AGENT][NEUTRAL] Get out here, one minute you Gonzalego bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye now, bye bye. Bye bye.