AccountId: 011433970860
ContactId: 12ec1b83-12a3-477f-b5f6-ce4ef7f337ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193600 ms
Total Talk Time (AGENT): 56629 ms
Total Talk Time (CUSTOMER): 122911 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/12ec1b83-12a3-477f-b5f6-ce4ef7f337ad_20250509T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[AGENT][POSITIVE] Hi [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Hi, how may I help you today?
[CUSTOMER][NEUTRAL] So, yeah, for today, I'm just looking for the member plan name that uh what is the member plan name?
[AGENT][NEUTRAL] OK. Well, I'll be able to help you um get the plan name. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, well I'll be able to help you, um, the current name. May I have a
[CUSTOMER][POSITIVE] Thank you for this
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, wait a minute. You said the phone number is [PII].
[CUSTOMER][NEUTRAL] No, no, no, it's, this is, no, that is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] 01891650
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] That is, that is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I'm showing this is the Medlink.
[CUSTOMER][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I'm showing this is the med link.
[AGENT][NEUTRAL] Supplemental gap insurance.
[CUSTOMER][NEUTRAL] Supplement gap insurance.
[CUSTOMER][NEUTRAL] Actually, uh, your voice was, uh, in and out, so I wasn't not the proper name. So could you please repeat it for me again?
[AGENT][NEUTRAL] Medlink, [PII]
[CUSTOMER][NEUTRAL] OK, meddling then.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh, this is the proper name Ali only.
[CUSTOMER][NEUTRAL] The plan name is Madelink.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I got, uh, your name spelling is [PII] India India Alpha, not Alpha, right?
[AGENT][NEUTRAL] My name is [PII] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] OK, got it. So is there any call reference number for this information?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you, [PII], and uh enjoy your weekend.
[AGENT][POSITIVE] Thank you manage you also and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you [PII] awesome thank you for.