AccountId: 011433970860
ContactId: 3a4efbde-b50c-40b1-856b-8a7292641f49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331420 ms
Total Talk Time (AGENT): 128306 ms
Total Talk Time (CUSTOMER): 111045 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3a4efbde-b50c-40b1-856b-8a7292641f49_20250416T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and, uh, I'm calling to check and see for a prior authorization my doctor should have sent in sometime last week.
[AGENT][NEUTRAL] OK, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And a wallet.
[CUSTOMER][NEUTRAL] Oh, I don't have a physical. I had to pull up the digital.
[CUSTOMER][NEUTRAL] Is there any way I can give you like my name or social security number to verify I'm riding in the car on the way to work right now?
[AGENT][NEUTRAL] Let's, we can look by your name. Last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right. And then is your first name spelled [PII]?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state do you reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right. I think I've got you pulled up here, [PII], and then if I could get your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] When was it sent?
[AGENT][NEUTRAL] Let's see and you said it was a pre-authorization, right?
[CUSTOMER][NEUTRAL] Yeah, for my medication. It should have been something along the lines of uh Suboxone or the orbmorphine naloxone. I'm not sure if it's got the generic name listed or what it was.
[AGENT][NEUTRAL] I don't see anything in here.
[CUSTOMER][NEUTRAL] It should have been sometime last week. I sent it in.
[CUSTOMER][NEUTRAL] There is other, one other number that benefits in a card gave me a call, but I know it was like that main card and number and stuff I sent in and they said.
[CUSTOMER][NEUTRAL] They'd seen it
[CUSTOMER][NEUTRAL] Uh, I try calling another number, but I, I, I'm pretty sure I had them send it, but.
[CUSTOMER][NEGATIVE] So nothing at all.
[AGENT][NEUTRAL] Not that I see. I don't see anything. I was checking, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm wondering if
[CUSTOMER][NEGATIVE] So nothing
[AGENT][NEUTRAL] Because your prescriptions go through um Pharmavale and like they have a customer service number.
[CUSTOMER][NEUTRAL] Yeah, I didn't
[CUSTOMER][NEGATIVE] That's the other one. I didn't even know about that today until today. That's the other number the lady gave me. I, I was gonna call. But I may have put it in wrong cause if their numbers are different, I may have even given them the wrong stuff cause I didn't even know about them until the day.
[AGENT][NEUTRAL] OK, so do you, if, let me see here, um.
[AGENT][NEUTRAL] This might be easier.
[AGENT][NEUTRAL] So the email on here, the [PII], is that a good email for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I don't know if you have the card or not, but I can email you a copy of this, and it has um the customer service number for Pharmavale on it. My thinking is, is that any pre-authorization for like a prescription would be going to them since it's for a medication and not an actual like.
[AGENT][NEUTRAL] Um, procedure or anything. So if that helps you, I could send that to you and then it also has like there's a ben number on here, group number and all this stuff for your insurance. That way you'd have access to that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, I'll try giving them a call and if that don't work out, I'll go from there. I could like set it up again because they had a service online and then they send me an email to fill out and I could just give y'all a call when I do that and I know exactly which numbers because it is pretty new to me filling out all the numbers.
[AGENT][NEUTRAL] Right. OK. Yeah. No, no worries. That makes sense to me though that any sort of pre-op would go to whoever is actually.
[CUSTOMER][NEUTRAL] All right, well,
[AGENT][POSITIVE] Managing the prescription as far as you know, so hopefully their customer service should be able to answer that question for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. Email's on its way, OK?
[CUSTOMER][POSITIVE] All right thanks bye bye.