AccountId: 011433970860
ContactId: 273f2642-b649-475b-8b6a-afa2613678e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286000 ms
Total Talk Time (AGENT): 119360 ms
Total Talk Time (CUSTOMER): 57355 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/273f2642-b649-475b-8b6a-afa2613678e3_20250513T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I have policies there. Um, she had sent over my medical cards this morning, but I did not get the RX card.
[AGENT][NEUTRAL] OK, um, and Mr. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it's 02599410.
[AGENT][POSITIVE] Awesome thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][POSITIVE] Awesome, thank you. Give me one moment because I don't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There we don't, well, um wait before see.
[CUSTOMER][NEGATIVE] Yeah, she said there would be something on this when she sent it to me, but it don't, they don't have what they're looking for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I apologize my computer is.
[AGENT][NEUTRAL] Thinking very cautiously.
[AGENT][NEGATIVE] They're really slow.
[CUSTOMER][NEUTRAL] Hm, yeah.
[AGENT][NEUTRAL] Well, uh, with the policy, there's not like a separate RX.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Card and let's see, give me a look and see the policy.
[CUSTOMER][NEUTRAL] Well she told me there'll be some other numbers on it, but it don't have the numbers that they're needing the RX numbers.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, because, um.
[AGENT][NEUTRAL] If there was prescription coverage, um, it would have like
[AGENT][NEUTRAL] Firmmaval's number, but um
[AGENT][NEUTRAL] I don't show any prescription coverage on this. And let me look at your policy to see if it's covered. Because I understand that they may need to what, um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, I forgot that number that most um prescriptions, the big num not big, BIN number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I think I should because I usually, I do have prescription on there cause I think that's what we talked about too, but
[AGENT][NEUTRAL] OK, give me one moment I'm just looking on your policy.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well, under your policy, it doesn't have prescription coverage, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, how can I get that turned on?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Or done or whatever.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You may have to contact your group ad administrator, uh, because I don't show it under the policy as being covered. I don't show any prescription coverage or anything separate as far as prescriptions.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] But they should be able to assist you as far as who you may have prescription coverage with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] Oh, you're welcome. Uh, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.