AccountId: 011433970860
ContactId: 2adb6543-76dc-4787-9789-056bc163dbe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670909 ms
Total Talk Time (AGENT): 251215 ms
Total Talk Time (CUSTOMER): 131759 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2adb6543-76dc-4787-9789-056bc163dbe4_20250602T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] How you doing, Mrs. [PII]. Um, my name is [PII]. I was calling to get some information for my, um, prescription at CVS.
[AGENT][NEUTRAL] Alright, [PII], go ahead and give me your policy number, please, sir.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[CUSTOMER][NEUTRAL] If you think about it.
[CUSTOMER][NEUTRAL] up in the window you know they sent you to me.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I'm here.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02554526.
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Now while I'm pulling this information up, go ahead and give me a good return telephone call number please sir, just in case I lose you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty [PII], thank you for that information. Now, go ahead and verify your date of birth and your address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you for that information, [PII]. Now, what can I help answer for you today? You're about your prescription?
[CUSTOMER][NEUTRAL] Yeah, I, I, I needed to pick up a prescription from CVS and I need the, the, the VIN number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, let me pull your benefit policy up. So give me just a moment to get in your policy, OK?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see if I can find it.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] good.
[CUSTOMER][NEUTRAL] do it. That's what I was asking her up there. Is this number and everything gonna be exactly the same so.
[AGENT][NEUTRAL] Uh, so what you want is your VIN number to give your drugstore?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Yeah, VIN number.
[AGENT][NEUTRAL] OK. Yeah. All righty. Hang on, I'm looking.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The pin and the PC one and ID number shouldn't change the membership of group. So that's why I was saying like the group number should be exactly the same, but I think uh maybe I'm online.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, I'm gonna put you on a brief hold just a moment. OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I don't know the VIN number.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I am I.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you for holding um but I am gonna have to transfer you over to that department, so give me just one moment OK? because I I can't locate it in your file so I'm gonna transfer you over to that correct department so they can answer your question, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] She's good.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Hey [PII], I'm doing good. How are you?
[AGENT][NEUTRAL] Doing good. I think I have the wrong, I, I don't need your department. I think I'm transferring this this to the wrong department, girl. I'm so sorry. Hang it up.
[CUSTOMER][NEUTRAL] That's OK. OK. That OK.
[AGENT][POSITIVE] Alright, thanks. Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Support.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] field, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][POSITIVE] Uh, I'm better. I'm doing. Let's put it that way.
[AGENT][NEUTRAL] I'm not even sure if you know about my brother passing away last week, but
[CUSTOMER][POSITIVE] No, I didn't know. I'm sorry to hear that.
[AGENT][NEUTRAL] Yes, ma'am, but I'm, I'm gonna make it. But anyway, uh, that's a hard day back. But anyway, I have an insured on my line about a HR policy and he's asking me questions that I can't find in this contract, but I have, let me pull this up, uh, 02554526.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] And I have the insured [PII] on my line. Yes, and he's asking a bunch of questions. He's got RX coverage. I'm not saying he has it, but he's asking for some kind of PIN number and I'm just kind of lost.
[CUSTOMER][NEUTRAL] On uh [PII] Brown.
[CUSTOMER][NEUTRAL] What's the question?
[CUSTOMER][NEUTRAL] A pin number? He trying to file a claim or something or?
[AGENT][NEUTRAL] But yeah, some kind of, I don't know, that's just it. He's asking questions that I have no clue about and I, I don't know.
[AGENT][NEUTRAL] I just, I don't know, so I said, well, let me, let me try to transfer you and maybe, you know, they can find the answer, but that's the kind of pin number, so I'm, I'm not sure.
[CUSTOMER][NEUTRAL] No, we don't, there's not any PIN number, his policy number to file a claim.
[AGENT][NEUTRAL] I don't know, kind of pin number.
[AGENT][NEUTRAL] For a prescription.
[AGENT][NEUTRAL] I don't have a clue.
[CUSTOMER][NEUTRAL] Um, let me see if he have that benefit cause he might not even have that benefit.
[CUSTOMER][NEUTRAL] Um, I don't see that he have the prescription drug benefit in his benefits.
[AGENT][NEGATIVE] Well, that's what I, that's what I am not thinking. And he keeps asking me for a PIN number and I'm like, I, I don't know. Um, I don't know. I don't even know. Let me ask you why I got this phone.
[CUSTOMER][NEGATIVE] Yeah, he don't have the RX benefit.
[AGENT][NEUTRAL] Well, what, where do I go to locate like where it says multiplan?
[AGENT][POSITIVE] You know what I'm talking about, that gives all that little detailed information.
[AGENT][NEUTRAL] I can't even remember. My mind's kind of gone.
[CUSTOMER][NEGATIVE] This group is not a multi, it would be in an edit message, so this group isn't with the multiplayer.
[AGENT][NEUTRAL] That's what I thought. OK, so I am doing it right, I know.
[CUSTOMER][NEUTRAL] So otherwise it'll be that added message.
[AGENT][NEUTRAL] OK, well, I can tell him that then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but that's just kind of what I was checking. I'm like, I don't have a clue about no PIN number on it, but, OK, well I tell him that then no problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thanks for your help.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alrighty, bye-bye.
[CUSTOMER][NEUTRAL] Mm.