AccountId: 011433970860
ContactId: 09be68be-8eb3-4d31-9ffa-a0617683383b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223759 ms
Total Talk Time (AGENT): 93453 ms
Total Talk Time (CUSTOMER): 107751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/09be68be-8eb3-4d31-9ffa-a0617683383b_20250205T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good evening, [PII]. This is [PII] over at Benefits on a card. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm doing well thank you um I was calling to uh I was calling to get some clarification on something I've got a, I've got a mutual member on on hold on my other line uh claiming that she tried to use her coverage um her to pick up some prescriptions at Walmart last night.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Uh, but was told that her, her coverage is no longer effective. I was hoping you might be able to kind of help me out, verify to make sure, cause as far as I can tell, um, coverage is effective at least at this time and, and, as of last night as well. um, may have been a couple of lapses here, but as, as far as when it was trying to be used, it was effective.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, [PII], can you please give me the, um, well, first let me get your callback number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Unfortunately I don't have a direct line um so they just be our [PII] number, uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] um and I'm actually I'm the only [PII] in the office so just ask for me and you'll get back to me, um.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, thank you and then what is the member's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Member's name is [PII], and I have her policy number if that helps as well.
[AGENT][NEUTRAL] Yes, that will help me. What is the policy number?
[CUSTOMER][NEUTRAL] 255
[CUSTOMER][NEUTRAL] 3950.
[AGENT][NEUTRAL] OK and then what group is she with?
[CUSTOMER][NEUTRAL] Uh, group 70051 Focus Workforce management.
[AGENT][NEUTRAL] OK, let me look the group up real quick.
[AGENT][NEUTRAL] OK. [PII], can you just verify the group's physical address for me, please, for security reasons?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't think I have that information.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] No, I, I, I, I do not, I wouldn't have the group's physical address.
[AGENT][NEUTRAL] OK, um, the reason is is because we have to verify for security reasons because [PII] is the contact person for the group.
[AGENT][NEUTRAL] Miss [PII] is the contact, yes, so we'll need for Ms. [PII] to call in, um, about this member for security reasons we can't give out information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right. Uh, this is new to me. I've never heard of that before. So I'll ask her to look into it then.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right. And I don't see where you have called before. If I'd seen you in the notes somewhere where you had called before on this group, I've been able to talk to you, but I don't see any notes for your name. So, um, just for security reasons, for HIPAA reasons, I'll have to have Ms. [PII] call.
[CUSTOMER][POSITIVE] All right. Well, thank you for that. I'll reach out to her and see if there's any information she can pull for me.
[AGENT][POSITIVE] Oh, you're welcome, [PII].
[AGENT][POSITIVE] Yes sir, thank you so much. We appreciate your call. You too, [PII]. Thank you. Thanks for calling APL you have a great night also. bye bye.
[CUSTOMER][POSITIVE] All right. Have a good night.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, by