AccountId: 011433970860
ContactId: f742e3f5-270a-4588-9c17-02cadf94fdff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 888700 ms
Total Talk Time (AGENT): 516516 ms
Total Talk Time (CUSTOMER): 285943 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f742e3f5-270a-4588-9c17-02cadf94fdff_20250113T15:38_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] When one of the.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] See whenas auto dominore grayerdugo.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] My.
[CUSTOMER][NEUTRAL] Mirao to Yamano porque um 10 bill aqui delopi del emergency uh de miha jolemandelosato poo tenian el seguo el primary intenlode paraquelemandarada una carta queosquelada.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the um APL have, uh, notify our office that additional information is needed in order to pay the claim.queoso yolo tenia que amarote and to senesito quema have a second queno delopi.
[AGENT][NEUTRAL] for.
[CUSTOMER][NEUTRAL] Unote Ocho Ocho a group number.
[AGENT][NEUTRAL] outpatient certificate number in hospitaler number is a number of.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, cuaddelo donne esita.
[CUSTOMER][NEUTRAL] Cerrodos dosocho uno ochores eme de Maria Ele de laura siete.
[AGENT][NEUTRAL] yes.
[CUSTOMER][NEUTRAL] Taego.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh me me I know I have me.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] So you know system verme sufe China singing direction in numeral telephone socido ala polisa.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ciete chose treserodos say dos [PII] oh elsie.
[AGENT][NEUTRAL] Which is immigrant
[AGENT][NEUTRAL] er er solo of the score electronico que and asocidostapolia.
[CUSTOMER][NEUTRAL] Uh er Heber setting title arova [PII] or
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] vers you say so.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, queer via quistamosaac fela feo medical heaven.
[CUSTOMER][NEUTRAL] Sietto and Juniorenta del venticuadro.
[AGENT][NEUTRAL] When you train.
[CUSTOMER][NEUTRAL] Banque de la unite.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, no problem, uh, quesadia are notification the parted the strict clamo de esque via negal.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, Indian.
[CUSTOMER][NEUTRAL] Solo revia.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Solo recita porque ole man inform lossian queloquerapelela persona telephones loquera gap insurance at email mandalaia de la tartare.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] at home got unsho gap insurance on secondary policy uh this, you know.
[AGENT][NEUTRAL] Yeah, and the bruno senora duo porque revisando la politi and choresque effective part el pael quiress.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Bajogele Martinez news clamole momento.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Coqueno and to say I, I don't just me and b e a la cartaqueodagami we recently filed a claim with APL for the date of ser service about APL has notified our office that additional information is in is needed in order to pay the claim. We request to you.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, so I said, we request that you contact APL to provide them with the required information so this account may be processed for payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's see, um, much medica no para para formulario own gap and cass.
[AGENT][NEUTRAL] Uh, I solament not the canal.
[AGENT][NEUTRAL] the practicamentela responsored for men of the spalas um porque le reo quila polisaibajo um
[AGENT][NEUTRAL] [PII], [PII] notemomrelamo.
[AGENT][NEUTRAL] This is the.
[CUSTOMER][POSITIVE] Good about it.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah my mandara mafasileraque the only medianggami ute diretosseuro man reclamopoga mandelele el el in voice el billedda.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But then one of the whole new some of.
[AGENT][POSITIVE] Correct, you see.
[AGENT][NEUTRAL] It's like to see is a port formula and the guitar sertao process molostros.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Ma.
[AGENT][NEUTRAL] Continuing the diagnostics.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A bait likes beneficio the sous principle.
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] Refleando de pa of coursea que applicado paraestoser cervicios mediosque helen residio.
[CUSTOMER][NEUTRAL] OK, in Otrapalaura to tuneceitasel bill eplicadolos codios.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] uh no delamente queer el monto de ver or part la stand for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All Ole detal and and Levio Melanie vital leon tales proseocribecalo prosemientos cargo seo no.
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] No, OK, and tonso is lookingitamos de losses the center on the rescibi him uh [PII].
[AGENT][NEUTRAL] Undiagnosis and Helen to receive assistance [PII].
[AGENT][NEUTRAL] Isa Itos causes rela polios pro seos.
[AGENT][NEUTRAL] Ecomo numerals.
[AGENT][NEUTRAL] Is like explicas in the benefici of the group principalcordeque apealmente cure la parte can only principal when those applica commode los pagos.
[CUSTOMER][NEUTRAL] OK, um, and to contra in misguro in mandaomipolia seguropala.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, no la polio reso Helen dialoguro buscarla explic the beneficio delta de jus.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] a nombre Helencuo que quedea.
[AGENT][NEUTRAL] Por favor squeal monto premlo el quelospidique el monto total de loservisos for mildo lares.
[AGENT][NEGATIVE] Er, uh, principalid caro easegu que el monto total conqueerde i mean ayalmonto apricado commode okao.
[CUSTOMER][NEUTRAL] It's a loin calopital verda so you dress in the trojolopital.
[AGENT][NEUTRAL] She she used clarocomoteleriolling foracionaeus aus.
[AGENT][NEUTRAL] Then I used to informacion de paduer appellee contra contrajamos conlicausseguro principal the well fora no nomos contrato conseguro principalosamos independent demente but as uh you are alasecaque quesuste is so familiar.
[CUSTOMER][NEUTRAL] I yeah.
[AGENT][NEUTRAL] Intosescomomo contreto niconseguo nimerica aus facilmente when a banat to mata uses this ring and clamo.
[AGENT][NEUTRAL] And to sit.
[CUSTOMER][NEUTRAL] OK, um, yeah, on the mando notenga todo eso.
[AGENT][NEUTRAL] When setting in a numerous facts.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And correo and PO box.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I sit secure punto. I am a public punto locus.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Gracias
[AGENT][NEUTRAL] I.
[CUSTOMER][POSITIVE] No, I said to mucha gracia.
[AGENT][POSITIVE] It's an excellent um.
[AGENT][NEUTRAL] No, no, that's just.
[AGENT][NEUTRAL] Yeah no no I mean um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Pervi.
[AGENT][NEUTRAL] And a critical care.
[CUSTOMER][NEUTRAL] Joe
[AGENT][NEUTRAL] See, just that I say.
[AGENT][NEUTRAL] Neemas.
[AGENT][NEUTRAL] Um, relamo for dia resembre if a process dia sin or september the cuatro.
[AGENT][NEUTRAL] He solicitan likes beneficials beneficial.
[AGENT][NEGATIVE] Pero no recividores.
[CUSTOMER][NEUTRAL] The the cafeaway.
[AGENT][NEUTRAL] And er he says the los.
[CUSTOMER][NEUTRAL] OK, yoloarakkiporeal in primo is alobio.
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] In a caso comosolamentita and the legs because ficios nonne sita man eladomos elvio oper on the del medio quelao solamente esitamos legs because fistament.
[CUSTOMER][POSITIVE] Laplica lalicae beneficial to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Itshola yeah we contigo me a more er leplica the beneficio que to mela statement queta in el el seguro then is a fecha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, to say the principal levadeira ereste caso er el el reclamo questavajoso nombre de nerodi he says.
[AGENT][NEUTRAL] Ere clamo is echoor part doctorgaos doctor [PII] untoso.
[AGENT][NEUTRAL] principal.
[CUSTOMER][NEUTRAL] OK, this is the explanation of benefits. This is not a bill.
[AGENT][NEUTRAL] Correct. SSL documents.
[CUSTOMER][NEUTRAL] Unoretaque de laina and hemio.
[CUSTOMER][NEUTRAL] Uh, then contract.
[AGENT][NEUTRAL] Bro he says porquenientos.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi me.
[CUSTOMER][NEUTRAL] And I say you do detail loqueta.
[CUSTOMER][NEUTRAL] OK, I could tell me.
[CUSTOMER][NEUTRAL] Osarana mameanta el bill delopital con la elia and the lo teta ok [PII].
[AGENT][NEUTRAL] the diagnostic.
[CUSTOMER][POSITIVE] OK gracias.
[AGENT][NEUTRAL] Al.
[CUSTOMER][POSITIVE] No, ma'am, what is a mucha gracia.
[AGENT][NEUTRAL] And then when.
[CUSTOMER][NEUTRAL] That