AccountId: 011433970860
ContactId: 254e90e4-75a4-45a1-9830-cb03be2ca83d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153179 ms
Total Talk Time (AGENT): 26958 ms
Total Talk Time (CUSTOMER): 92942 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/254e90e4-75a4-45a1-9830-cb03be2ca83d_20250307T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. I, um, purchased insurance back, I wanna say it was November of last year, and the plan that I have is supposed to be a PPO and it says PHCS PPO. I'm supposed to have $25 primary care visits, $50 specialist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3 to $10 on prescriptions.
[CUSTOMER][NEUTRAL] Um, no deductibles to be met and my monthly payment is 291.90.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] That my prescriptions, I don't have a prescription card.
[AGENT][NEUTRAL] OK, do you, I'm sorry, go on.
[CUSTOMER][NEUTRAL] I mean, I've been full price for my prescription. I've been paying full price for my prescription, um, since I, since I've got this and the uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She doesn't answer her phone.
[CUSTOMER][NEUTRAL] So I,
[CUSTOMER][NEUTRAL] I need to know how to get a prescription card.
[AGENT][NEUTRAL] Prescription benefits, OK.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] Um, just verifying what you were saying, uh, that the for your prescription benefits and how those work, sorry, um, this is mumble into myself, um, now do you have a card for your medical, [PII]?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, I do. They did give me a card for um the medical, um, but when I gave it to the pharmacy, they were like, this isn't for your prescriptions. I'm like, what do you mean? Like, it's my insurance card. She says, now she does this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Interesting. OK, sure, now on the back.
[CUSTOMER][NEUTRAL] Oh, I'm sorry your your phone went out.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hello?