AccountId: 011433970860
ContactId: f64d7c09-b08f-4982-aae3-62dc639ce421
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524640 ms
Total Talk Time (AGENT): 250664 ms
Total Talk Time (CUSTOMER): 228299 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f64d7c09-b08f-4982-aae3-62dc639ce421_20250604T15:01_UTC.wav
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[AGENT][NEUTRAL] One of the uh put conquiteo.
[CUSTOMER][NEUTRAL] Cleo Martinez.
[AGENT][NEUTRAL] One of the.
[CUSTOMER][NEUTRAL] Sees the er the sentiment and the er er soremi I querias er they have a preaer you know mamente introal systemma um call me ID er user ID [PII] and no meta hand I a system.
[AGENT][NEUTRAL] OK, paralytic system.
[CUSTOMER][NEUTRAL] OK, take that um.
[AGENT][NEUTRAL] See uh pay for proportion.
[CUSTOMER][NEUTRAL] Nouche.
[CUSTOMER][NEUTRAL] Seen depolia uno say cinco nuere cuatrosie de cinco.
[AGENT][NEUTRAL] before.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] May I mention number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Martinez system verso direction in telephone so la polia.
[CUSTOMER][NEUTRAL] OK, and, um, and numer telephone rero cinco retrese trentaventticuattoposo laincos always you know the place [PII].
[CUSTOMER][NEUTRAL] You mean.
[AGENT][NEUTRAL] That's it, Santa.
[CUSTOMER][NEUTRAL] Uh, Ferrero went to denote.
[AGENT][NEUTRAL] [PII] electronicocilapolis.
[CUSTOMER][NEUTRAL] Uh [PII] and [PII] no secu deloqueocia.
[AGENT][NEUTRAL] In
[CUSTOMER][NEUTRAL] And the lay.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, yeah.
[CUSTOMER][NEUTRAL] OK, when uh you
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Quando tra um you remember I did er condolo is a la cuenta online parapo and mandalo claims online logging er you know so it wouldn't be a claim.
[AGENT][NEUTRAL] And see loquesea Martinez eski ubo unit linea says is a um there's the lasa esta seman uh initio deoa say so esta ota in the transition you a fortunament we are sin and sine embargo el departamento the IT delitamente para solution and esto.
[AGENT][NEUTRAL] Um, no an informer the former queer is a
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] cuentava casino silo sisiamente electronicso loqueres re electronico validarlodolos los pale le que que.
[CUSTOMER][NEUTRAL] The yellow yellow yellow ok no young group on insurance group.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] No mbona estecao le stlouecer con don a group is a polia groupal que quesabindo de lara was just bargo when the rea cuenta person porquesta cuenta er sale bro la polia in [PII].
[AGENT][NEUTRAL] the individual.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Insurance, get that.
[AGENT][POSITIVE] Correct, like insured.
[CUSTOMER][NEUTRAL] Uh, see, Pedro no no no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] No boo siete ellioundo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Recorde que laidore the poo que principal loss momento key is link foracion del principal de la polio caosposo espeido um.
[CUSTOMER][NEUTRAL] See, see, la el Socia demi they have another remember I.
[AGENT][NEUTRAL] social and social.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I remember I did a a polio.
[AGENT][NEUTRAL] No, just the part is no policy number.
[AGENT][NEUTRAL] Uh, solamente los campos on the lapareasterisco Solosson er eso pressing the los tea er social security or member ID no no no unnecessario.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] See it and oh no.
[AGENT][NEUTRAL] You go saltampocoloesitamoses el corre electronicosaido la feimmento del principal de la poli.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yanyo otra cuentava.
[AGENT][NEGATIVE] It's so grito is arcuentanueva la la cuentania er no no.
[AGENT][NEUTRAL] Coquilala informacanor sebatraslarea pero clarotinose la primero.
[CUSTOMER][NEUTRAL] OK, and to um gracia so er er la semana pasa queuemande um um el eo con lojana mija er to la cuenta estolopili loremos status.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it's a.
[CUSTOMER][NEUTRAL] Curti on her uh-huh.
[AGENT][NEUTRAL] OK, see I give the ramos unrelamo paraa isabella.
[AGENT][NEUTRAL] But uh for de mayo e este cle line processalo processalcaliercleutine quantecuropainas and sober.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Uh, they said, OK, uh yomande in mangair um informacion de loque solote delolopitalesta brando yode to informacguroque DNA mandeliovilomandaroer mandelo lo lo lo deloquetadolopier el vitaman thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] And but in effecto senora Martinez ester clamo Jaffacivido ester lineaer processesal a nosia process re clamo poloaltoma almennos unoiete er cinco tea la rales and process this was deaferedo.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh yeah, OK, muchisima grapes.
[AGENT][NEUTRAL] a semana principiolamo by process.
[CUSTOMER][NEUTRAL] OK, cars.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it, it's a totally with that, yeah.
[AGENT][NEUTRAL] You.
[CUSTOMER][POSITIVE] It was OK, yeah.