AccountId: 011433970860
ContactId: 3deba63f-7780-4520-91cf-b739194ae2a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 881030 ms
Total Talk Time (AGENT): 108567 ms
Total Talk Time (CUSTOMER): 93779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3deba63f-7780-4520-91cf-b739194ae2a7_20250410T13:39_UTC.wav
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[CUSTOMER][NEUTRAL] My phone.
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, I'm trying to get some help, um.
[CUSTOMER][NEUTRAL] I'm trying to figure out what's my um.
[CUSTOMER][NEUTRAL] My prescription uh billing information?
[AGENT][NEUTRAL] OK. Do you have your policy number on you?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK. What's that policy number?
[CUSTOMER][NEUTRAL] Is it the policy cert number?
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 13365
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then I just need to verify a couple pieces of information. What is your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then the mailing address we have on file and email please?
[CUSTOMER][NEUTRAL] Uh, [PII]. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need help with prescription billing information?
[CUSTOMER][NEUTRAL] Yeah, so, um, I called earlier and they sent me
[CUSTOMER][NEUTRAL] They emailed me, um, it looks like, it looks like a car, but
[CUSTOMER][NEUTRAL] It just, it, whenever I call my um
[CUSTOMER][NEUTRAL] My pharmacy, um, to try to give them the information to, so I could get my prescription, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What she was asking for wasn't on here. She said that she needed the RXB.
[CUSTOMER][NEUTRAL] The PCN and
[CUSTOMER][NEUTRAL] Yeah, and I don't see that on this.
[CUSTOMER][NEUTRAL] I don't see that anywhere on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK. Do you mind if I put you on a brief hold so I can look into your policy?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, I'm so sorry for the wait. I'm still looking into this. Just one more minute, OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] you sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding. So it looks like.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] On your policy, you do have an outpatient prescription drug benefit of $10.
[AGENT][NEUTRAL] So, you can, so what you can do.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] So it just states that APL might cover the $10 for a prescription drug.
[CUSTOMER][NEUTRAL] That's, that's all it covers?
[AGENT][NEUTRAL] Yes. Um, so you can, so when you go to the pharmacy, you, you can submit an itemized bill for reimbursement from us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so save the, save the receipt, the bill that you received from the pharmacy for your prescription drug.
[AGENT][NEUTRAL] And then you can just file for reimbursement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is a group benefit so if you have any further questions, um, you'll have to reach out to your employee.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, yes, and with the pharmacy just request an itemized bill from them, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Mhm. Bye.