AccountId: 011433970860
ContactId: 1841329e-3612-43ad-b47d-d83f8c80ab0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383859 ms
Total Talk Time (AGENT): 169827 ms
Total Talk Time (CUSTOMER): 100293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1841329e-3612-43ad-b47d-d83f8c80ab0a_20250129T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hey, um.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I work for a temp agency for.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm working in a factory.
[CUSTOMER][NEUTRAL] And I, I signed up for the insurance through you guys, uh, at the temp agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, I got sick, so I went to the ER and they prescribed me some medicine and
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I was, I came to the drive-through at the pharmacy to get the medicine, and she said that you guys, the insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Made it more expensive.
[CUSTOMER][NEUTRAL] Then if I didn't have insurance.
[CUSTOMER][NEUTRAL] So I was just wondering.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Do they have they it might be through specific programs um we can definitely get your policy pulled up and take a look at those prescription benefits take a look um what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry you're having a call when you're not feeling good. Um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, they actually, they kept my insurance card this time. They, they, they were, they were trying to figure out why it was going up, so they, they said if I could.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I give it to me.
[AGENT][NEUTRAL] Sure, um, I can search for your policy using your social.
[CUSTOMER][NEUTRAL] I have my dental card. Is that the same insurance or is that a?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I could find your policy that way just as long as I have one of your policy numbers that works.
[CUSTOMER][NEUTRAL] OK, it's 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 41
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. Let me get your medical. Give me just a moment.
[AGENT][NEUTRAL] OK, got it. Alright, and I'm just gonna have to verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You guys probably have my old address though.
[AGENT][NEUTRAL] Yeah, I've got something different.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, OK, um, last thing I need is the email address that we've got on file for you looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, OK, thank you so much for verifying that. I'm sorry to have to make you talk um give me just a moment let me get this information pulled up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so this is what I was wanting to know, um, we do offer several different variations of this kind of policy, [PII], so for yours in particular, your pharmacy benefit benefits are going to be through they're called Pharma Vale, um, so it's not going to be through us. I can give you that information, especially if you don't have your card, um, I can give you their phone number and your BIN number.
[AGENT][NEUTRAL] Just let me know when you're ready and then I can transfer you to them too if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready for those numbers.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then your VIN number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just so you've got this information um on hand so you don't have to worry about uh the physical copy I can email you a copy of your card. It has all of this information, your policy number with us, but it's got all of pharma Pharmavale's uh information as well. Did you want me to go ahead and email that to you?
[CUSTOMER][POSITIVE] That would be amazing.
[AGENT][NEUTRAL] OK, sure, um, just this Gmail account that we've got for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me send this to you really quick and then did you want me to go ahead and transfer you to Farmavale?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK alright give me just a moment let me get this sent to you first.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so I did just send that email, um, give me just a moment. I'm going to put you on a brief hold and I will get Farmivale on the line for you. Um, was there anything else I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] No that.
[AGENT][POSITIVE] All right, well, I sure hope you feel better soon. uh let us know if you have any questions, OK?
[CUSTOMER][POSITIVE] Yes ma'am. Thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling the pharmacy and member help desk. This call may be monitored or recorded for quality and.