AccountId: 011433970860
ContactId: 293927f5-8aec-44cd-bcdc-71b97cd3a485
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199460 ms
Total Talk Time (AGENT): 71957 ms
Total Talk Time (CUSTOMER): 109666 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/293927f5-8aec-44cd-bcdc-71b97cd3a485_20250421T21:44_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to, I, I had a, a script yesterday that I picked up and I used my, uh, primary insurance and I did not show them my APL card. I didn't know if you can answer the question and or if anything can be done at this point, but just so I know for the future, um, had I used, would it have made a difference in the cost?
[AGENT][NEUTRAL] What type of service was render? I'm sorry.
[CUSTOMER][NEUTRAL] It's for a script to uh an eye drop, prescribed eye drop.
[AGENT][NEUTRAL] Prescription.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Oh, OK. Uh, may I have your name and the, um, your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have um the policy number so I know what type of product you have with us?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Uh, I don't have my glasses. Give me a sec. I have a group number. Let me see, let me see, payer ID.
[CUSTOMER][NEUTRAL] The plan, that what you mean med link, select group med.
[AGENT][NEUTRAL] Outpatient, sir.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I'm not sure what you need. Sorry, say it again?
[AGENT][NEUTRAL] Out outpatienter.
[CUSTOMER][NEUTRAL] Oh, the certification number is um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh sorry 01611676 M like Mary uh looks like L.
[CUSTOMER][NEUTRAL] Like Lima H?
[AGENT][NEUTRAL] OK. After the 161167. Let me have that digit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the 1167, it's 6 M like Mary L like Lima 8.
[AGENT][NEUTRAL] 6.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] All right. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] You wanted my email address? I'm so sorry, I couldn't hear you.
[AGENT][NEUTRAL] It's OK. um, may I have your date of birth, email address, and mailing address for verification.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right. OK, thank you.
[AGENT][NEUTRAL] All right, so you have one of our secondary supplemental plan, uh, with this one, we do not cover pharmaceuticals.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good to know. I didn't lose any, I didn't lose out on anything. That's fine. Thank you very much.
[AGENT][NEUTRAL] No, no. You're welcome. Is there anything else I'm gonna help you with today? You need benefit information or any other information?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.