AccountId: 011433970860
ContactId: f8a51522-4b0f-417e-a95d-b749c0ac9a7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600000 ms
Total Talk Time (AGENT): 218994 ms
Total Talk Time (CUSTOMER): 204286 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f8a51522-4b0f-417e-a95d-b749c0ac9a7e_20250331T20:12_UTC.wav
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[AGENT][POSITIVE] I'm gonna start this.
[CUSTOMER][NEUTRAL] Cola commirami nombre [PII].
[CUSTOMER][NEUTRAL] Uh, medique telephone dira blar con tefani erraposively.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] See Treo.
[AGENT][NEUTRAL] no.
[CUSTOMER][NEUTRAL] OK, wait a minute, so to contras.
[CUSTOMER][NEUTRAL] No pas.
[CUSTOMER][NEUTRAL] My planelinco sero sero cervidao.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] information circa the policy certificate number outpatient or in hospital.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Get to me mandola.
[CUSTOMER][NEUTRAL] You know my photo on the to me you were like us.
[CUSTOMER][NEUTRAL] Mm mm mm, oh yeah.
[CUSTOMER][NEUTRAL] It's, it's a circa deja it's gonna pero contigoreo.
[AGENT][NEUTRAL] Sierra verification.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Enumeral Imro.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No but they sins the same Taocho.
[CUSTOMER][NEUTRAL] Seaos.
[CUSTOMER][NEUTRAL] Docinco.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, it's a no, it's a number you said.
[AGENT][NEUTRAL] Do you like uh inform us.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In numeral group of.
[CUSTOMER][NEUTRAL] Novento canereeocho.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No, I'm talking about nono performs solo ac system.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] C C?
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Get the cinco ro ro.
[AGENT][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, medijoquesiete reocho setteincocorente cuadro.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect. So, uh, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect I meet them in.
[AGENT][NEUTRAL] [PII] o of the boys.
[CUSTOMER][NEUTRAL] [PII] o era.
[CUSTOMER][NEUTRAL] You get it?
[AGENT][NEUTRAL] So the.
[CUSTOMER][NEUTRAL] Telecinco.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Elaion is [PII].
[AGENT][NEUTRAL] sit electronic sociopolia er in a cruise terminal system.
[CUSTOMER][NEUTRAL] In a cruise aurora maybe pro puntotebe.
[AGENT][NEUTRAL] We check it.
[CUSTOMER][NEUTRAL] It is the loin. Oh, OK.
[AGENT][NEUTRAL] She uses the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] uh.
[CUSTOMER][NEUTRAL] I got queten was socio and me seguro de salute and don't incorporea those integrante que me familia and mijo mario.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you know, uh, [PII].
[CUSTOMER][NEUTRAL] Coreto.
[AGENT][NEUTRAL] OK, see, be you some parte [PII].
[CUSTOMER][NEUTRAL] Include your gap era.
[AGENT][NEUTRAL] See Claro and elgabeosan Akinapolisa.
[CUSTOMER][NEUTRAL] Uh yeah, lo que vi.
[CUSTOMER][NEGATIVE] Apariciolata mica.
[CUSTOMER][NEUTRAL] Because what is numeral group or your numero de rosin.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, la jeta lelego the apele leapparesela and meddling and.
[CUSTOMER][NEUTRAL] No, but you go like the united. No, no la del ape ele it's no quevineito.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. In [PII].
[AGENT][NEUTRAL] Mono uh no is the sine so um.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] I came relatarjeta the suppolisa acttuan conel gap laya Sergioara succorre electronico.
[AGENT][NEUTRAL] It was formal solicit servicemen unoser and larales and er processadoemia.
[CUSTOMER][NEUTRAL] Level gap or am bus?
[AGENT][NEUTRAL] gaps.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfecto.
[AGENT][NEUTRAL] He una virtual electronic le um form the Fed put in for this one and then momento de sala and the tale.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To my to my confirmer.
[CUSTOMER][NEUTRAL] Ste nomero del Grupo.
[CUSTOMER][NEUTRAL] The end.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And this.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] No, senoras but contralamente.
[AGENT][NEUTRAL] uh
[AGENT][NEUTRAL] But the company.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In numerro is in is in cincote.
[AGENT][NEUTRAL] The nursing going to see.
[AGENT][NEUTRAL] Uh, no, there's another number.
[CUSTOMER][NEUTRAL] Yeah de niroes noventecinco esenta yo sao cinco in cinco and poo.
[AGENT][NEUTRAL] No no conapele.
[CUSTOMER][NEUTRAL] Get the boy is it for?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Kilomeo de la polia.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Let me say this a look and you go elvienne.
[AGENT][NEUTRAL] Correctarezola polia de seguro de salud conser principal consoseguro principal de quepele es un seguro secundario supplemental queso puelia quete unit Healthcare.
[CUSTOMER][NEUTRAL] Coreto it to me la.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Like gap. Ah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] In all la teno porque no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, get 100, I would say.
[CUSTOMER][NEUTRAL] Voya el correo electronic toso.
[CUSTOMER][NEUTRAL] Isolatala direction and plaoca.
[AGENT][POSITIVE] Yes yes, correct.
[CUSTOMER][NEUTRAL] That little.
[AGENT][NEUTRAL] I cruz.
[CUSTOMER][NEUTRAL] No con con con solamente to you.
[CUSTOMER][NEUTRAL] Boya ya.
[AGENT][NEUTRAL] S.
[CUSTOMER][NEUTRAL] But I see how you.