AccountId: 011433970860
ContactId: 23d34be4-a6b1-4cf9-8f65-98c36494af94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173669 ms
Total Talk Time (AGENT): 80928 ms
Total Talk Time (CUSTOMER): 53811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/23d34be4-a6b1-4cf9-8f65-98c36494af94_20250307T17:36_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is uh [PII], and I was uh calling uh concerning what kind of coverage I had, uh, on, uh, drugs at, uh, at the pharmacy.
[AGENT][NEUTRAL] OK, uh, Mr. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh yeah, uh 0255.
[CUSTOMER][NEUTRAL] 90
[CUSTOMER][NEUTRAL] I want
[AGENT][NEUTRAL] OK, thank you. Give me one moment, please. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You said uh date of birth [PII].
[CUSTOMER][NEUTRAL] Email address
[AGENT][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] Is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify what benefits you have under the plan?
[CUSTOMER][NEUTRAL] Yeah, do I have any, uh, like, uh, I gotta pick up a place.
[AGENT][NEUTRAL] Oh, for prescription.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. I do show that you have prescription coverage under this plan. Um, the max it pays is up to $10 per day, and you have a total of $15 per year.
[AGENT][NEUTRAL] And I'm checking out something else. Give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And also, um, I don't know if you have a copy of your card. There is a number at the back of the card for farm avail, and that's your pharmacist would need to contact to verify if there's any benefits for any uh prescriptions for you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. So you have Farmerville and you have with us uh a benefit, but like I said, it pays $10 per day, total of $15 per year. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that was it.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah