AccountId: 011433970860
ContactId: f770a713-155b-498a-9ec4-eb8d083be321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 985179 ms
Total Talk Time (AGENT): 366069 ms
Total Talk Time (CUSTOMER): 146446 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f770a713-155b-498a-9ec4-eb8d083be321_20250303T18:23_UTC.wav
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[AGENT][POSITIVE] We want to start this.
[CUSTOMER][NEUTRAL] See when [PII] resalia [PII].
[AGENT][NEUTRAL] And when I started this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and, uh, system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Sisip locally search information.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Akila thing.
[CUSTOMER][NEUTRAL] It has payer ID or what or specific group ID quality.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Legocommo outpatient certificate number or in hospital certificate number.
[CUSTOMER][NEUTRAL] Uh, OK, take, er, pero inticuatro cincoincorem a sieteillovo ellare per mocho.
[AGENT][NEUTRAL] OK, Medis erro inticuatroseinco.
[CUSTOMER][NEGATIVE] Pincore.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] M L P.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Cairo venti cuatroinco.
[AGENT][NEUTRAL] And an email mhm.
[CUSTOMER][NEUTRAL] Think of [PII]
[AGENT][POSITIVE] OK, perfect. I see myself sin.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] The ento de loss.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes yeah.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] you know a senor persona necess of verific certain direction in telephone.
[AGENT][NEUTRAL] Which is agratima cositos moleserdarasu re electronic.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Which is.
[AGENT][NEUTRAL] OK, what was I was getting the system of sit and register the resitajetaneano.
[CUSTOMER][NEUTRAL] It's in erlapa diagnosis pero er [PII] um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Lara.
[CUSTOMER][NEUTRAL] Yeah meendoongasa esa informacion.
[AGENT][NEUTRAL] Pors sent le boy uh invier unahita viro cor electronic dear well forma Boas solicitarleservio ele quereen una jete.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] A repeals to maximodoss cosine embargoer to recer consumer loniquevacavacasino levade cirque er el tipo de quesine is a
[AGENT][NEUTRAL] Mahino one machinokiqueste scis.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Coreto.
[AGENT][NEUTRAL] And to says er er stola tamos bana circle principalesus Dalia Perezer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ila Covertura is by this here is a a
[AGENT][NEUTRAL] Like today is.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Its soojos.
[CUSTOMER][NEUTRAL] Core.
[AGENT][NEUTRAL] And to says econo rode is a just osteosalla te put in uh laoture specific que used to bean includesquela geta no the specific numbers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Waiting.
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pre looser the the polia.
[AGENT][NEUTRAL] Minters electronic era.
[CUSTOMER][NEUTRAL] que a photo.
[AGENT][NEUTRAL] Clarolarentino er permit resin domino jades.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] Very good, thank you. [PII], I'm not sure if you're gonna be helpful, um, able to help with this situation, but let's give it a try.
[AGENT][NEUTRAL] Um, can you pull up policy 1834858?
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, Miss [PII], correct?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes. All right. That's the, that's the most current policy or is the policy that is active at the moment. Uh, long story short, I have the insured on the phone trying to get a copy of the car, but um it seems like she's trying to do uh an appointment for one of her dependents.
[AGENT][NEUTRAL] But if you take a look at the card, the card says individual.
[AGENT][NEUTRAL] But the system says that the policy, it's, it's, I mean, do you, I don't know if you're able to see that she had the kids.
[AGENT][NEUTRAL] And the policy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, no, no, definitely they are there and, and, and they are covered. But when you try to pull up the, the image of the policy of, I mean, of the ID card which she's requested today.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The ID card that I'm able to find it says individual.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] to change.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] so that it will generate new Probably no.
[AGENT][NEGATIVE] Yeah, no, no, no, that's, that's why I was like, yeah, you, you're probably not.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, I mean, you know.
[AGENT][NEUTRAL] I give it a try to see if you will um to see just to see something different than I do at this moment on on on the system but yeah.
[AGENT][POSITIVE] Um, thank you, [PII]. I appreciate you.
[AGENT][POSITIVE] Yeah, have a good one.
[AGENT][POSITIVE] Take care.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] CD.
[AGENT][NEUTRAL] Gracias contrajeta er jaen contre reel correlaima jetola proxi menutos they will form a levo solicitorlementeta suave er a creada el correoquese via sucasa.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] feel
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Sepaapo uh us no naia is MBo le communique conos status mosque no preta.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, we.
[AGENT][NEUTRAL] Yeah respicorreo con tatobino.
[CUSTOMER][NEUTRAL] No, it's deando and.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Medical corre electronic er system as MAS punto Pere day.
[AGENT][NEUTRAL] Arubagin punto.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Oton or.
[AGENT][NEUTRAL] As yes, they were foreman and correol uh instructions and la cos the quinta resci line and elcao que celebborese correoquelecambiolopierda.
[CUSTOMER][NEGATIVE] Youtenoten go tena [PII] like er.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Ah, perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You mean to say, OK.
[CUSTOMER][NEUTRAL] [PII] here.
[CUSTOMER][NEUTRAL] so you know a.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] No, I feel, I feel much gracia.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] You will make it after. bye.