AccountId: 011433970860
ContactId: 25cce14b-6e41-4761-867d-d53f03dd2206
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280739 ms
Total Talk Time (AGENT): 111119 ms
Total Talk Time (CUSTOMER): 81419 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/25cce14b-6e41-4761-867d-d53f03dd2206_20250401T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Uh yes, I was calling to um.
[CUSTOMER][NEUTRAL] Trying to get my.
[CUSTOMER][NEUTRAL] Uh, son's prescription and the people at the pharmacy telling me to have
[CUSTOMER][NEUTRAL] Find his ID number or something like that.
[AGENT][NEUTRAL] OK, you're just needing his, uh, policy number, is that right?
[CUSTOMER][NEUTRAL] Uh, I, I guess, yeah, I guess, whatever they need to look up.
[AGENT][NEUTRAL] OK, sure, I'll get that pulled up and here, yeah I can get that information for you uh what was your name?
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII] can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and is uh I know you said this was for your son, is he under your policy?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, if you don't have that policy number, I can start using your social.
[CUSTOMER][POSITIVE] I have it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be for, it would be for the uh medical card, right? Medical.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] and the
[AGENT][NEUTRAL] Alrighty, and just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, let's look at the [PII] account.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Perfect. Thank you so much for verifying that information, [PII]. OK, give me just a moment. Let me get all of this pulled up and I will see um a lot of these kinds of plans that prescription might be handled through uh Pharmavale, so I can get you their information. Let me just verify that that is who this is through. Give me just a moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Bear with me just a moment. I appreciate your patience. It's thinking about it.
[CUSTOMER][NEUTRAL] All right. OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, yes. So,
[AGENT][NEUTRAL] For this policy prescriptions are covered through they're called Pharma Vale and what they most likely need is the BIN number. Um, do you have your ID card, [PII]?
[CUSTOMER][NEUTRAL] My, which, which one?
[AGENT][NEUTRAL] For your, uh, medical, the one that you, the, with the policy number you just gave me?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, on the back, do you see any information regarding Farmmavie?
[CUSTOMER][POSITIVE] Yeah, yes, I do.
[AGENT][NEUTRAL] OK, that's the information that they will need, and particularly that BIN number.
[CUSTOMER][NEUTRAL] VIN number, so go, so give the pharmacy the PIN number.
[AGENT][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then of course if they need anything from Farm Avale they can have the that customer service number as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is it. Did you have any other questions for me?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that'll be it. Thank you.
[AGENT][POSITIVE] All right. Yes, sir. Thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] So much.
[CUSTOMER][NEUTRAL] Uh, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.