AccountId: 011433970860
ContactId: 0b891e56-1105-4f76-9b18-4d315fdf1209
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195699 ms
Total Talk Time (AGENT): 70748 ms
Total Talk Time (CUSTOMER): 64381 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0b891e56-1105-4f76-9b18-4d315fdf1209_20250606T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. I was told, uh, to call back, uh, for my, uh, uh, I received the dental cards in the mail, but I don't have my policy numbers for, uh, my medical. I'm trying to pick up my prescription, uh, and avoid paying like the full cost.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So is there any way you could like provide me with my policy number and stuff like that or whatever I need to show them when I go through drive through to pick up prescription?
[AGENT][NEUTRAL] Uh, give me one moment to see if I can pull up your information. And Mr. [PII], verify the last two of your, uh, last four digits of your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your excuse me, date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and your uh email address?
[CUSTOMER][NEUTRAL] Um, uh, it should be [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK and do you have a.
[CUSTOMER][NEUTRAL] You may have a different one on file, but this is the most recent.
[AGENT][NEUTRAL] Uh, that's what we have on file. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, uh [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Uh, that's not what I need to see. Give me one moment.
[CUSTOMER][POSITIVE] You're fine take your time.
[AGENT][NEUTRAL] OK, uh, if you like, I can email your card to you.
[AGENT][NEUTRAL] Because it has a number for Lucy RX, um, and it has all the information as far as who the uh pharmacist we need to call as well as the VIN number and group number information that they would need.
[CUSTOMER][POSITIVE] You oh you can please thank you.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] OK, let me have a moment and just send it to the email address we have on file.
[CUSTOMER][NEUTRAL] Uh, is the, uh, [PII].
[AGENT][POSITIVE] OK, I'll send this out to you in a few moments. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's, that would be all.
[AGENT][POSITIVE] OK, uh, thank you so much for calling APL, Mr. [PII]. Have a great rest of your day and weekend.
[CUSTOMER][NEUTRAL] You too man.
[AGENT][NEUTRAL] Mm bye.