AccountId: 011433970860
ContactId: 3f561d5f-9fc9-44eb-8b4b-d767f4d656f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457850 ms
Total Talk Time (AGENT): 183348 ms
Total Talk Time (CUSTOMER): 214507 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/3f561d5f-9fc9-44eb-8b4b-d767f4d656f0_20250108T17:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh, how are you doing, sir?
[AGENT][POSITIVE] I'm doing well how are you doing today?
[CUSTOMER][NEUTRAL] I'm fine, thank you, yeah, I just needed help from me.
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], yeah, uh, I'm from, uh, the list. I'm an employee of the resource agency.
[CUSTOMER][NEUTRAL] And then I, it's just about my insurance and my benefits. I went to, uh, I went to to pick up my prescription and the last time and it uh usually when I'm with the insurance and my medical and my
[CUSTOMER][NEUTRAL] Uh, blood pressure medications, they are not chargeable, but when I went and I gave them my insurance.
[CUSTOMER][NEGATIVE] Uh, policy and they put it into the system. It did not take anything out of it. I had to pay for for the refills. That's why I'm just calling to see why uh.
[AGENT][POSITIVE] OK, alright, well I can definitely help you with your benefits. What is your, your first name please?
[CUSTOMER][NEUTRAL] If I'm
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] OK thank you and then what is your callback number, Ms. [PII] just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your policy number please?
[CUSTOMER][NEUTRAL] Ah, oh my God, I.
[CUSTOMER][NEGATIVE] I don't, I don't have it with me.
[AGENT][NEUTRAL] OK, that's fine we can look it up with your social security number if you wanna give me that it'll pull it in for us.
[CUSTOMER][NEUTRAL] Yeah, can I give you my social security number, please?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, let me try to find your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, email is [PII] and the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the reason why you're calling is because you tried to use your insurance card for your prescription and it didn't work, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that was what I gave to them.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] But I didn't have anything to identify myself with the insurance and except that.
[AGENT][NEUTRAL] OK, so did you give them your card or did you give them your policy number?
[CUSTOMER][NEUTRAL] Yeah, I, I gave them the policy number.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] For the medical, yeah.
[AGENT][NEUTRAL] OK, let me look and look at your policy and what it says about prescriptions. And you say that you have used this policy in the past and was able to get prescriptions paid for, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, just, uh, what I normally just take is my, just for my blood pressure medicines and it doesn't even uh, it used to be free, but uh this one, it didn't, it, it's just 20, it was $20 and I paid for $2 for $40.
[AGENT][NEUTRAL] OK. I'm not showing that you have um on this policy, I do not show prescription benefits on it.
[CUSTOMER][NEUTRAL] They should
[CUSTOMER][NEUTRAL] And what are, what are the benefits on the, on this policy?
[AGENT][NEUTRAL] This is um and this is just to verify your coverage it's not a guarantee of payment. This policy is a hospital indemnity plan that helps with hospital admission.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it helps with, um, office visits for physician's office.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It helps with um accident and sickness for outpatient. It has diagnostic, oh wait, wait, wait. I see a prescription drug test right here. Prescription drugs. I see it now. Yes, I see it. It helps pay, I'm so sorry. I overlooked that. It'll help pay $10.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, because I knew it has a prescription, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] Oh, only $10.
[AGENT][NEUTRAL] Yes ma'am, $10.
[CUSTOMER][NEUTRAL] That's $10 for what is that for the copay or the cost of the prescription?
[AGENT][NEUTRAL] That's the benefit that's payable for the prescription drug.
[CUSTOMER][NEUTRAL] Only $10?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So if she had a prescription that costs $50 it would be $40 out of pocket?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir, unless she has another insurance that she can help supplement the cost.
[CUSTOMER][NEUTRAL] So what, how, what can I do to get the, is there any way we can change it or have anything to at least improve it a little bit it's
[CUSTOMER][NEUTRAL] Do I have to be under some mhm.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Right I understand um Ms. [PII], so what you would need to do because your benefits are through your employer.
[AGENT][NEUTRAL] Um, the resource company you would have to talk to somebody there in your, uh, HR department and tell them that you're looking for better prescription coverage and see if they have anything available for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but for now it's just the $10 that they can take out of my prescription coverage, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] No problem. I'll get back to them. I'll get to them. I so appreciate you. Thank you. Yeah.
[AGENT][POSITIVE] OK, well Ms. [PII], we appreciate you being an APL customer. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, that was that was that's my problem. I wanted to see why it wouldn't have, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Mhm.
[AGENT][POSITIVE] OK, you're so very welcome. You have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] That well, thank you, thank you.
[AGENT][POSITIVE] You're welcome, ma'am bye bye.