AccountId: 011433970860
ContactId: 240f2241-0aae-4d49-857e-74d5231ba19a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221410 ms
Total Talk Time (AGENT): 107418 ms
Total Talk Time (CUSTOMER): 64294 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/240f2241-0aae-4d49-857e-74d5231ba19a_20250523T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling. I'm trying to get my, uh, medical, I group ID number at the pharmacy trying to get a prescription here, but I don't have my card.
[AGENT][NEUTRAL] Oh, OK, yeah, I can get that policy number and then uh maybe I can get that uh card emailed to you as well. Um, what was your name?
[CUSTOMER][NEUTRAL] Yes, please, because I got, I'm sorry, [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. um, let's see, so if you don't have a policy number I can start choosing your social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry, what's the name of my social?
[AGENT][NEUTRAL] Yes, sir. If you don't have your policy number, correct?
[CUSTOMER][NEUTRAL] Oh yeah, this is uh correct [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick uh [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yes, um [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that. Alrighty, bear with me just a moment, let me get this pulled up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can go ahead and of course email this uh ID card to you. Do you want me to send it to this Yahoo account that we have on file?
[CUSTOMER][NEUTRAL] Um, yes, please, that's fine.
[AGENT][NEUTRAL] OK, sure, and then I do have our policy number I can give you. However, under this policy, uh, pharmacy, um, anything to do with uh prescriptions is going to be handled through they're called Pharmaval, which that information will be on the ID card, but I can go ahead and give you that as well if you'd like.
[CUSTOMER][NEUTRAL] OK then, just check it.
[AGENT][NEUTRAL] OK, did you want me to give you that information for them? It would be um your bin number uh through Farmmavie.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][POSITIVE] OK, so that is, oh goodness, let me get that pulled it back up.
[AGENT][NEUTRAL] It is 61.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] 01
[AGENT][NEUTRAL] 14.
[AGENT][POSITIVE] And then for good measure, I will go ahead and give you um your policy number with us as well whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK then.
[AGENT][NEUTRAL] Alrighty that is 02.
[AGENT][NEUTRAL] 61.
[AGENT][NEUTRAL] 7351.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Oh no, that's all it's now.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] I can do the same.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] any issues.
[CUSTOMER][NEUTRAL] And back then. I see what she say.
[CUSTOMER][NEUTRAL] So like the RX finances.