AccountId: 011433970860
ContactId: 2af8f557-1070-4564-8a46-e349b326b6c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224660 ms
Total Talk Time (AGENT): 81608 ms
Total Talk Time (CUSTOMER): 65339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2af8f557-1070-4564-8a46-e349b326b6c3_20250401T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes. My name is [PII]. My last insurance my name is [PII]. I'm calling from provider's office to verify that who is the pharmacy benefit manager for the patient.
[AGENT][NEUTRAL] I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then we just need to check benefits?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I could check those benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 026-08113.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name is [PII], the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan. So essentially it pays a set dollar amount per covered procedure and office visit.
[CUSTOMER][NEUTRAL] OK. It is a government-funded, right?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] It is a government-funded, right?
[AGENT][NEUTRAL] Government funded? No uh this is uh through their employer.
[CUSTOMER][NEUTRAL] OK. I want to know who is the pharmacy benefit manager for this patient. Would you help me to know?
[AGENT][NEUTRAL] Oh, pharma pharmaceutical benefits?
[CUSTOMER][NEUTRAL] Yeah, who is the pharmacy benefit manager for this patient?
[AGENT][NEUTRAL] Uh, let me check that. Give me just a moment. I believe it is Farmville.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes, uh, so their pharmaceutical benefits are covered through farmmavale.
[CUSTOMER][NEUTRAL] Who is the pharmacy benefit manager?
[AGENT][NEUTRAL] Farm Ava is what they're called.
[CUSTOMER][NEUTRAL] Do I have the number?
[AGENT][NEUTRAL] I do. Um, are you ready for it now?
[CUSTOMER][NEUTRAL] Just a second. Can you provide me the number?
[AGENT][NEUTRAL] Yes, it is 800.
[AGENT][NEUTRAL] 933.
[AGENT][NEUTRAL] 373 4.
[CUSTOMER][NEUTRAL] I repeat, 8009333734.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know your name? How do you spell the name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Last name your training?
[AGENT][NEUTRAL] A. And then was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have three medication. Would you help me to check the coverage also?
[AGENT][NEUTRAL] For what was it? I'm sorry?
[CUSTOMER][NEUTRAL] I have 3 medications like Vigovian Zone. Will you help me to check the coverage also?
[AGENT][NEUTRAL] That's going to be handled, that would be handled through Farmail. I don't have access to that information.