AccountId: 011433970860
ContactId: 20afe7af-b683-463a-bfb2-7b8d0eff6a02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512380 ms
Total Talk Time (AGENT): 206029 ms
Total Talk Time (CUSTOMER): 82293 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/20afe7af-b683-463a-bfb2-7b8d0eff6a02_20250107T15:57_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing, man, man, I'm trying to um.
[CUSTOMER][NEUTRAL] I'm trying to get it, um, I haven't received any of my my benefits in the mails yet, but they sent me a picture of, uh, like the hospital one I can use. So I'm trying to, I'm trying to get, I'm trying to fill a prescription out. I'm trying to uh get a, get a copy of that of that medical report.
[AGENT][NEUTRAL] Yes, I can help with that. And um what uh is there a social security number, please, that I could look up your, your policy with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And if I could just verify your name, uh date of birth, and a phone number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] phone number [PII].
[AGENT][POSITIVE] Great. I do appreciate that. Thank you.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is your medical card that we're and you're trying to get a uh prescription meds, is that correct? And you're wanting the information? Is that
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, a picture of it. Yes, yes, ma'am.
[AGENT][NEUTRAL] Is that what you were asking for, Mr. In [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Let's see what we have here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can certainly help with that. Let's see.
[CUSTOMER][NEUTRAL] I, I got a picture of the group hospital one.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Um, now, that's probably going to be the same thing if you're, if we're looking for a medical card. Let me just see if I can, um, I'm just pulling it up right now if I can see if I can get it for you cause I, we can certainly send it on to you. So you're, um,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see if I can get it. So when you're looking for your, uh, your, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Prescription information.
[AGENT][NEUTRAL] Uh, it should show on there. Let me see, um, and I apologize, my computer's still, still here. OK, so, um, you, we have your, uh, your APO card and it has your name. It says individual, it says policy certification number ending in 5816. Now on the um.
[CUSTOMER][NEUTRAL] To the individual.
[AGENT][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There should be something for, it's called Farmavale. Let's see if you, if you have that, that, uh.
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I didn't get anything in the mail. I was like, ah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. OK, let me check it. One moment, sir. I'm gonna be right back. Excuse me, just one moment, please.
[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][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Mr. [PII], I'm not seeing anything on here on your policy that shows that you have uh drug benefits. Um, I, I'm showing, let's see what we have here. OK, so let me look at your policy. Uh, I'm looking at your policy certificate and I'm, and I'm seeing what, um, so what it shows that you have, um,
[CUSTOMER][NEUTRAL] I don't see anything.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you have hospital benefits, intensive care, rehabilitation, emergency room, urgent care, physician's office.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Physical therapy.
[AGENT][NEUTRAL] Um, speech therapy, occupational therapy, but there's, I'm not seeing anything on here that shows that this, um, because normally the, the cards will actually have it on there. It, it has a, there's a company called Pharmavale and, and they will, and there's a 1-800 number for them, and that's usually um what uh uh what we would use for, for prescriptions. Um, so I'm just checking here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Arm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So what I'm gonna do is I'm gonna give you their phone number, um,
[AGENT][NEUTRAL] And uh they will be able to look it up under your social security number, but um I'm not showing, it's not listed on your card, and that's what uh I'm just not sure that you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Just wanna make sure that we've got this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so the uh.
[AGENT][NEUTRAL] Phone number for them. Let's see if I can get it here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]. Yes, yeah, just let me know when you're ready and I'll have it for.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] I already [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And that and it's called [PII] um
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They would be able to look up and see whether, whether your um uh whether your company has uh has provided um drug benefits, but I'm just not seeing it anywhere on your policy.
[CUSTOMER][POSITIVE] OK, then that's all I need. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting