AccountId: 011433970860
ContactId: 4bb8dbb2-b27f-451b-b5b2-acf3fbbfad63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294559 ms
Total Talk Time (AGENT): 147934 ms
Total Talk Time (CUSTOMER): 120598 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4bb8dbb2-b27f-451b-b5b2-acf3fbbfad63_20250306T20:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, so I'm at the um pharmacy and they said that they don't see an active, active um VIN TCN ID like a group.
[AGENT][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] If I gave him my insurance
[AGENT][NEUTRAL] OK, you're the, you're the insured, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] On the insurance, yeah, insurer.
[AGENT][NEUTRAL] OK, and you're trying to get information for the pharmacy?
[CUSTOMER][NEUTRAL] Yeah, they said that they don't, it's a non-match. It's a non-match, basically.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can try and help you as far as the information that's on your ID card. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] You're speaking with [PII].
[AGENT][POSITIVE] OK, Ms. [PII], thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the um policy number, please? Your policy number?
[CUSTOMER][NEUTRAL] Do I find it on the insurance card? Oh, OK, it's 02588335.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and lastly your.
[AGENT][NEUTRAL] Your email address, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. So, Ms. [PII], you do have your ID card there with you. Is that correct?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] have that
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Do you have your ID card with you?
[CUSTOMER][NEUTRAL] I'm looking at it.
[AGENT][NEUTRAL] OK, so on the, you should see information related to Farmmavale.
[CUSTOMER][NEUTRAL] So what?
[AGENT][NEUTRAL] Farm available.
[CUSTOMER][NEUTRAL] Yeah, pharmacy I see it.
[AGENT][NEUTRAL] OK, so yes ma'am, so there's a customer service number, that bin number, group number and then a pharmacy help desk.
[CUSTOMER][NEUTRAL] OK, what am I doing with that?
[AGENT][NEUTRAL] OK, so if the pharmacy needs, has any questions related to your pharmacy coverage, then they would contact the pharmacy help desk.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So they, the pharmacy for the contact.
[AGENT][NEUTRAL] I'm sorry, I didn't understand that. Could you say that again, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, the
[CUSTOMER][NEUTRAL] So the pharmacy is supposed to contact them?
[AGENT][NEUTRAL] Uh yes, ma'am. If they have any questions regarding your pharmacy coverage because Farmale would be who you would speak to. Now, if you are calling them, you can call that customer service number or I can also transfer you. If they're telling you that that VIN number, group number and stuff that's on your ID card is not accurate, yes, ma'am. [PII] would be who you need to speak to.
[CUSTOMER][NEUTRAL] OK, yeah, can you transfer me please?
[AGENT][NEUTRAL] I'll be happy to. Is there one additional question before I transfer you, have you created your profile yet in our portal?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, yes, I got it.
[AGENT][NEUTRAL] The online service center you already did that? OK.
[AGENT][POSITIVE] All right, well, good.
[CUSTOMER][NEUTRAL] Uh, you guys have
[CUSTOMER][NEUTRAL] Is it uh what is the uh is it a
[AGENT][NEUTRAL] So would you like for me, is there anything else before I help?
[CUSTOMER][NEUTRAL] Yeah, but is it well, yes, I need help, ma'am. Is this the [PII] number they're supposed to call?
[AGENT][NEUTRAL] The pharmacy, yes, ma'am.
[AGENT][NEUTRAL] And I can transfer you over to the customer service number if you would like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll have to give him a call. I honestly, I, I'm, I tend to do the calls when I'm left backed up, so it'll be a little later. So is it OK if I give you a call whenever that's done? I won't be in the area, um, can you transfer me, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I'll be happy to do that. So is there anything else I can help you with first?
[CUSTOMER][NEUTRAL] Um, no, that's it. You can just transfer me.
[AGENT][POSITIVE] OK. Yes, ma'am. Well, thank you again for calling APO and I hope that you have a very nice evening.
[CUSTOMER][POSITIVE] No problem
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you for