AccountId: 011433970860
ContactId: fa79b8c9-d3e3-461c-9579-637c200b93bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 723619 ms
Total Talk Time (AGENT): 368877 ms
Total Talk Time (CUSTOMER): 187196 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/fa79b8c9-d3e3-461c-9579-637c200b93bc_20250122T17:31_UTC.wav
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[AGENT][POSITIVE] We want to start this.
[CUSTOMER][NEUTRAL] Or like.
[AGENT][POSITIVE] We're gonna start this thing.
[CUSTOMER][NEUTRAL] [PII] tengoto un claim um the basado unrearrasad misanando er I'll go extra misguo er louse per repostas have then alre pueta.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] no pope.
[CUSTOMER][NEGATIVE] I might put up.
[CUSTOMER][NEUTRAL] I'm so.
[CUSTOMER][NEUTRAL] OK, um, no medical condition.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Citineltheta decommo outpatient certificate number when hospitals are numbered quereoue pro.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No I think it's they have.
[CUSTOMER][NEGATIVE] And and and I get to worry.
[CUSTOMER][NEUTRAL] OK, Abe.
[CUSTOMER][NEUTRAL] Uh erinco whatre Cinco says.
[AGENT][NEGATIVE] Quatre incosa.
[CUSTOMER][NEUTRAL] Using your
[AGENT][NEUTRAL] Which.
[AGENT][NEUTRAL] Perfect. [PII] Hernandezanamaleros despo confirmerofenascimento tire telephone sociosa.
[CUSTOMER][NEUTRAL] Quoin.
[CUSTOMER][NEUTRAL] Eos [PII] Hialeah rein.
[CUSTOMER][NEUTRAL] He can he
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah that's to say cuatro scientarocorenta.
[AGENT][NEUTRAL] Mucha graciascosita circus electronicotamina socia.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect for verification.
[AGENT][NEUTRAL] He no I don't know but I'll give.
[CUSTOMER][NEUTRAL] Economy.
[AGENT][NEUTRAL] OK, in a moment if we are gonna notification in the conclamo Hernandez.
[CUSTOMER][NEUTRAL] una er que quesaltava er uninformacion que yeah it's mylala broker the quil travajo amelo yelotroquevia la el claim.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] La broker the assistencia.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEGATIVE] Enomoto porque er it to embarrasantevoca implementing this uh
[AGENT][NEUTRAL] Latina permits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The primero espanadicireon.
[CUSTOMER][NEUTRAL] It doesn't need more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] before.
[AGENT][NEUTRAL] I also scared of mental but a very sick man thank you for looking no to go.
[AGENT][NEUTRAL] OK, and solicitano.
[AGENT][NEUTRAL] El Collio the diagnosticoe likesas in the beneficius.
[AGENT][NEUTRAL] The principal beneficios for los ervios recivielli also december.
[CUSTOMER][NEUTRAL] OK I'll the base major, it's gonna call you your money and.
[CUSTOMER][NEUTRAL] OK, you no say nose majarohiformacion and they el bill insurance quero.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] documents red.
[AGENT][NEUTRAL] Is this is the OK.
[AGENT][NEUTRAL] at
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] See el el cla ina diagnostico elexcaneficios er a sabra ultrasonoerbin.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Espresso.
[AGENT][NEGATIVE] A paracetamine los cargos totales.
[CUSTOMER][NEUTRAL] E U E A N D.
[AGENT][NEUTRAL] Ilal.
[CUSTOMER][NEUTRAL] Your billing.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Yeah billing me mandao er the doctor.
[AGENT][NEUTRAL] Peromos so much.
[AGENT][NEUTRAL] OK, it's just just a needle, but it's just see so southeast perianal perinatal, but then.
[AGENT][NEUTRAL] Associates.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is an invoice in total de los cargos the direction the providedor.
[AGENT][NEUTRAL] The secondario.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Soloiso Joernando Robles me veryloro to me.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, can I submit.
[AGENT][NEUTRAL] and visa.
[AGENT][NEUTRAL] And really that uh those documents solicita la primeraves and see like you know.
[AGENT][NEUTRAL] OK, is this the for my.
[AGENT][NEUTRAL] I see this number.
[AGENT][NEUTRAL] OK now what is meant to be the doctor.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Pain is blanco Pain is Lois. OK.
[AGENT][NEGATIVE] Well lookquepaso Hernandez is here very sadly foraccute in nobiaddo is exacttamentela misma de la cuallevimos solicitantemente Lexprica de beneficioscelarida tesseguro principal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] communique or.
[CUSTOMER][NEUTRAL] No signa.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Open C CCC.
[CUSTOMER][NEUTRAL] Or a Cigna.
[AGENT][NEUTRAL] See say no this isinglas to consign the serious por favorleb and alasplica in the beneficios de dia on the rescuatro porque so for the acquiesis proselodos er ultrasonidos e aler condo or peleki or favor.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The then el el diagnostic mosa.
[AGENT][NEUTRAL] Plead the diagnostic polo.
[AGENT][NEUTRAL] In tonsils I use mhm.
[CUSTOMER][NEUTRAL] But I can tell quieso signay.
[AGENT][NEUTRAL] It also pardon.
[CUSTOMER][NEUTRAL] T3 doctor [PII].
[CUSTOMER][NEUTRAL] And Doctor me now.
[AGENT][NEUTRAL] No pue doctor pre no loqueo diagnostico.
[CUSTOMER][NEUTRAL] No, I cannot queloque me mandaro que so OK you're skin.
[AGENT][NEUTRAL] Los
[AGENT][NEUTRAL] Los codios de leoscus barrazada el el mbarao esrado medicamente unermead.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Los codilos de prosemiento quesa queselte says ocho uno uno te ocho unoieteson eltratamiento or los proseimmientosque liar.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Parapo deestab circus Barraza el questa bring para continuar el el arrao.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Into el coo de diagnostico er.
[AGENT][NEUTRAL] It's cele de porque es ultrasos quesamos claros que escuestrazadine embargo las la la la politica de la poli establish in quenesasita diagnostic.
[CUSTOMER][NEUTRAL] So are you gonna diagnostic.
[AGENT][NEUTRAL] Correct. No prosementos.
[CUSTOMER][NEUTRAL] Una you said yeah you know put quibuel claim to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No not no porquenosotroser appelle notine uncontra medica.
[CUSTOMER][NEUTRAL] Use
[AGENT][NEUTRAL] Pa.
[CUSTOMER][NEUTRAL] Osten go er in er queliman the er the climbing.
[CUSTOMER][NEUTRAL] Element.
[AGENT][NEUTRAL] El loo de diagnosticoson differentesuna de la vera el de la veedario Sosao dosdijitos.
[AGENT][NEUTRAL] Pologen tentredosindijitos.
[AGENT][NEUTRAL] And says loiaparinaka Souss prosadientostratamentosa residio ki polo.
[CUSTOMER][NEUTRAL] When they have me eat the.
[AGENT][NEUTRAL] I am [PII] signa likesliasion the beneficios del dia on the dire.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cigna.
[CUSTOMER][NEUTRAL] Let you assume.
[AGENT][NEGATIVE] Deficius.
[CUSTOMER][NEUTRAL] The afeer.
[AGENT][NEUTRAL] The the answer the December correct to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, when then.
[AGENT][NEUTRAL] I'll.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] It's very good.
[CUSTOMER][NEUTRAL] Get it.