AccountId: 011433970860
ContactId: 15a23a6a-9450-4505-94ba-96c0dde89db7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166619 ms
Total Talk Time (AGENT): 84781 ms
Total Talk Time (CUSTOMER): 52615 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/15a23a6a-9450-4505-94ba-96c0dde89db7_20250103T23:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was trying to use my insurance to get my medication.
[CUSTOMER][NEUTRAL] Um, but they are wanting my.
[CUSTOMER][NEUTRAL] VIN number PCN number, ID number and RX group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, [PII], um, first, can you give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] It is, uh, for some reason I think you emailed it instead of mailing it the card that I have sorry I guess I tracked.
[CUSTOMER][NEUTRAL] Um, it is 249-496-5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 249-496-5. OK, let me look that up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Some reason I think you might have emailed that American.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ty, I am going to need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you sir and then I'm going to need to go ahead and transfer you on over to Web TPA um that's who you need to speak with as far as getting the numbers for the pharmacy that you need. Let me give you the number just in case the call gets dropped while I transfer you, you'll have it. It's um 1866.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 1866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] 9458.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] For the Caremark uh prescriptions, let me give you that number also just in case you need to give that to the pharmacy that you're using.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 866.
[AGENT][NEUTRAL] 475. Yes, sir. 47, yes. 0056.
[CUSTOMER][NEUTRAL] 866.
[CUSTOMER][NEUTRAL] 475
[CUSTOMER][NEUTRAL] 0056 alright.
[AGENT][POSITIVE] Yes sir. OK, it's gonna be a brief hold. I'm gonna transfer you on over to Web TPA. We appreciate you calling APL and I hope you have a wonderful weekend, Ty.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Welcome to W TPA.