AccountId: 011433970860
ContactId: f9471ee6-78f2-4c29-bea8-9deca9b9c406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470250 ms
Total Talk Time (AGENT): 150668 ms
Total Talk Time (CUSTOMER): 145911 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f9471ee6-78f2-4c29-bea8-9deca9b9c406_20250604T19:05_UTC.wav
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[AGENT][NEUTRAL] When I tell [PII] gusto.
[CUSTOMER][NEUTRAL] They wanna start the aminombres [PII] or you.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] See, er, loquepaque tenoseguro the united healthcare pero tengo ella la parte del gap ques conus queer curry and poo quema right nopago de lema right jolo con con los lore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sip Chiquera dees superfinapolisari numeral telephone and calaecta and numero de polia.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] chose Cincorea you know sayuno el el numerro de la polisa es errodos say serosiete quatro no.
[AGENT][NEUTRAL] OK, I'm gonna.
[AGENT][NEUTRAL] OK, proceed with a fainento direction re electronico.
[CUSTOMER][NEUTRAL] The ella fecena smiento [PII] is [PII].
[AGENT][NEUTRAL] Core electronico?
[CUSTOMER][NEGATIVE] [PII] O [PII]
[CUSTOMER][NEUTRAL] Hoda
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, no, I get in.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna take come on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then go by Correos.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Uh, it's [PII].
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Um, it's, it's the one, it's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You may have your number as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 90.
[CUSTOMER][NEUTRAL] Hello, if you have received a call from this number, your health insurance plan is attempting to connect with you. Please check your voicemail or call the health insurance plan's main number located on the back.
[AGENT][NEUTRAL] um, solo moti was demos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No I want the nomelo.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You got a minute to throw a handle.
[AGENT][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] Instead of those orgenta dress.
[AGENT][NEUTRAL] OK, [PII] and the lena aria de pasa ver the coverturaus secondario supplementarioal primario conesa poliao the beneficio deliasca not inpatient is the outpatient.
[AGENT][NEUTRAL] The outpatient casri ambulaio tina casincomilmourano uh ellemalobare on central and bullatoriolovareena clinica onaicina unpita.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on and on centro the noo.
[AGENT][NEUTRAL] Central and not. OK, so sorry about the uh beneficio humbula toquetine incomildoreano.
[CUSTOMER][NEUTRAL] OK, and to um
[CUSTOMER][NEUTRAL] Silolos paco logojounmila ella el rescio conus me mere bolan el dinerocommounciona.
[AGENT][NEUTRAL] informac you know um no parabelo beneficiolemoorios no clae now sencommos unario un unapoliaria on system unarpacio rem uh reso
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, saberto yes yes and to delema and entre los seco and losing me que tenocommo beneficio but on out outpatient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm. Correct. So a outpatient diagnostic. Mhm.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, tengo cinco me either inpatient quelola hospitalisao cuanto and a physio tengo.
[AGENT][NEUTRAL] OK, let me what I said.
[AGENT][NEUTRAL] The sin.
[AGENT][NEUTRAL] Sisino.
[CUSTOMER][POSITIVE] OK, perfect, perfect.
[CUSTOMER][NEUTRAL] OK, yes, so the patient mecudeloquez on Tao molas los cope de los specialistas yes that's coo erto.
[AGENT][NEUTRAL] No, no, uh, lossino cure a prose and caser and officeicina, um, polomenesque ser una grafia strain or aguasi and toes es a part escuviertapao de la via commocomotta no escuto.
[CUSTOMER][POSITIVE] Oh OK, OK, Nintendo gracias.
[AGENT][NEUTRAL] Then go on.
[CUSTOMER][NEUTRAL] No, it's a logo.
[AGENT][NEUTRAL] Mm you know I the thing I wanna look.
[CUSTOMER][POSITIVE] Welcome. Please and take your care.
[CUSTOMER][NEUTRAL] You want my detaro.
[AGENT][NEUTRAL] OK.