AccountId: 011433970860
ContactId: 2b13fb16-5c53-4483-bf6d-e7387e7b8459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105279 ms
Total Talk Time (AGENT): 50300 ms
Total Talk Time (CUSTOMER): 45547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2b13fb16-5c53-4483-bf6d-e7387e7b8459_20250220T23:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering how to use um my APL at the pharmacy or if I can use it at the pharmacy.
[AGENT][NEUTRAL] OK, uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Uh my name is [PII] The policy number is 02585237.
[AGENT][NEUTRAL] OK, thank you. Give me one moment, Ms. [PII].
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] The date of birth is [PII]. Mailing address is [PII], and email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Unless you have my work, no, you should have that one.
[AGENT][NEUTRAL] Uh, that's the email address we have, but, um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Well, with this policy as secondary, it does not cover any prescriptions.
[CUSTOMER][NEUTRAL] OK, so it's just for medical?
[AGENT][NEUTRAL] Yes, ma'am. Uh, like if you're confined in the hospital or have to go to an outpatient facility like ER, urgent care, um, ambulatory surgeries center, MRI or imaging center, but it doesn't help with as far as um prescriptions.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Except for [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.