AccountId: 011433970860
ContactId: 125ec201-033b-4ed2-bf20-997ca52e1da6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643630 ms
Total Talk Time (AGENT): 105866 ms
Total Talk Time (CUSTOMER): 81645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/125ec201-033b-4ed2-bf20-997ca52e1da6_20250303T17:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get my medicine and showing that I don't have no insurance, but I mean it's, they don't have a group number. I got insurance, but they need the group number.
[AGENT][NEUTRAL] OK, um, I can check and see if I can find that information. May I have your name?
[CUSTOMER][NEUTRAL] Uh uh [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, it is 025.
[CUSTOMER][NEUTRAL] 92825
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] All right. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] And what else?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get the copy of your card. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm still waiting on the system. OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So it looks like um the pharmaceuticals or the medicine is to farm avail. um the group number I got here for Farmavail is going to be IMA.
[CUSTOMER][NEUTRAL] Hold on just a minute. Oh, I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I M A.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 943 4.
[CUSTOMER][NEUTRAL] 94 943 4.
[AGENT][NEUTRAL] And then we have a hyphen or a dash G as in girl.
[CUSTOMER][NEUTRAL] G as in girl.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's I I I M A.
[CUSTOMER][NEUTRAL] N 434.
[CUSTOMER][NEUTRAL] Dash G
[AGENT][NEUTRAL] OK, after the IMA there's no other letters. It's just IMA 9434-G.
[CUSTOMER][NEUTRAL] Yeah, that's what I got IMA 9434 slash G.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, that's it. Mhm.
[CUSTOMER][NEUTRAL] And would you say with the email that or I won't have no.
[CUSTOMER][NEUTRAL] So you when I get up here, I can just show them that.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Would you be able to email it to me too?
[AGENT][NEUTRAL] The copy of your card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, I can send you a copy to your email. Um, bear with me just a second.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Do you wanna check and see if you received the email I sent with the card?
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm looking now. I'm looking now.
[AGENT][NEUTRAL] OK, OK. I just wanna make sure you're still on the line.
[CUSTOMER][NEUTRAL] And what it's it called again?
[AGENT][NEUTRAL] It's gonna be a care team, it's gonna say ID card on the subject line.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm bye.