AccountId: 011433970860
ContactId: 51e7409c-3883-45c9-84fd-c3f761b62f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719099 ms
Total Talk Time (AGENT): 238537 ms
Total Talk Time (CUSTOMER): 353061 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/51e7409c-3883-45c9-84fd-c3f761b62f17_20250109T17:07_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, at least I have a question. I'm trying to find out who does the prior authorization for prescriptions.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because um my, my doctor's office is getting a run around about getting a prior authorization.
[CUSTOMER][NEUTRAL] She's called, I think you guys and then she called.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Caremark and Caremark say they don't do it. So who, who, who does it so that I can get in contact with the right.
[CUSTOMER][NEUTRAL] Number.
[AGENT][POSITIVE] Yes, ma'am. I'll be happy to take a look at that for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, I don't know which one you want, but I have the member ID, the member number.
[AGENT][NEUTRAL] Do you have a does it start with a 0?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] 02396599
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And when we're done, I probably need to call and get an uh update my address on my.
[CUSTOMER][NEUTRAL] Uh, cause I've moved, I relocated.
[AGENT][NEUTRAL] OK, and what is your, let's see.
[AGENT][NEUTRAL] Give me just one second, I'll see if I can update that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you contacted
[CUSTOMER][NEUTRAL] I know I did it.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] I said I did it with the uh.
[CUSTOMER][NEUTRAL] With the Caremark earlier, so I don't know if it's gonna be cross referenced or I had to do it with you guys too, or
[CUSTOMER][NEUTRAL] How that worked, I don't know.
[AGENT][NEUTRAL] OK, and what is your current mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is that still in [PII]?
[AGENT][NEUTRAL] Or is that in [PII]?
[CUSTOMER][NEUTRAL] Where
[AGENT][NEUTRAL] What, what city is that in?
[CUSTOMER][NEUTRAL] I'm sorry. That's in [PII].
[AGENT][NEUTRAL] And what is that zip code?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII]. I was about to give you the old zip code.
[AGENT][NEUTRAL] And what is your, what is your um phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm checking a couple of things for you, bear with me just one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now, for your, have you spoken with web TPA?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I just.
[CUSTOMER][NEUTRAL] I just called you guys. I just called the number that was on the card. It says for benefits and claims inquiry.
[AGENT][NEUTRAL] OK. And is, did you used to live in [PII]?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, I'm gonna update your address.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me just get that updated real quick and that's [PII].
[AGENT][NEUTRAL] Street in Hazlehurst.
[CUSTOMER][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]. I'm just outside of [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And then the zip.
[CUSTOMER][NEUTRAL] And [PII] and [PII] and [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm just, I'm just outside of [PII].
[CUSTOMER][NEUTRAL] All right. And [PII], that's right around you gotta go around and off of 55 and go, yeah. I'm still learning the area, but you gotta go around.
[AGENT][POSITIVE] Mhm. That's right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I've updated your address to [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And do you have an email you would like for us to add?
[CUSTOMER][NEUTRAL] You could still, I think it's the one that you may have on there is Darth Vader Trucking or or or at Darth Vader Trucking is that on there?
[AGENT][NEGATIVE] I don't even have an email for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Really? OK, you can use that one. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At D A R K.
[CUSTOMER][NEUTRAL] V as in Victor, A D E R.
[CUSTOMER][NEUTRAL] Trucking
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to verify that it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] V as in Victor, D as in Delta.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Fader, that I think you said [PII], it should be A. Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] Oh, like [PII], like Darth [PII]. I got you.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] [PII]. OK.
[CUSTOMER][NEUTRAL] In this match.
[AGENT][NEUTRAL] All right. Well, I have updated that address for you, and what I can do is let me get you to.
[AGENT][NEUTRAL] The um web TPA uh let me check one more thing for you.
[AGENT][NEUTRAL] I apologize, it's just taking me a minute.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK. And uh let me, I can give you their phone number. They should be the ones that can give you that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me check your, uh what I wanna do is check a card too, so bear with me.
[AGENT][NEUTRAL] Because it may be on the back of your card.
[CUSTOMER][NEUTRAL] Is it the one that ends in [PII] or something like that?
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, wait, let me see. I have, yeah, [PII] correct, OK.
[AGENT][NEUTRAL] Let me just check one other thing.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Just wanna make sure that prescription information is on file on your card.
[CUSTOMER][NEUTRAL] I think that's on the back, the Caremark.
[AGENT][NEUTRAL] Yeah, see that's gonna be your prescription provider.
[CUSTOMER][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did, did they call that?
[AGENT][NEUTRAL] Phone number for authorization.
[CUSTOMER][NEUTRAL] I've been, yes.
[CUSTOMER][NEUTRAL] Well, they called it and they said that they don't do the prior authorization, um.
[AGENT][NEUTRAL] Did they tell you who could?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They said that uh to call the benefits department.
[CUSTOMER][NEUTRAL] And they, they're the ones that do it.
[CUSTOMER][NEGATIVE] But it's just a bunch of running around back and forth keeps me trying to, I know that this particular medication is a difficult medication to get approved.
[CUSTOMER][NEUTRAL] But I, I kind of sort of need it for my other, uh, for other health reasons.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know a lot of people, it's the Wagovi. People use it for uh weight loss, but I needed it to help my insulin levels. I don't wanna go on.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Insulin or metformin or anything like that, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I'm not a, I'm not a fan of Metformin.
[CUSTOMER][NEUTRAL] So, um, from what I was, I was told, so they don't.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] A lot of insurance companies don't want to approve that particular medication, but
[CUSTOMER][NEUTRAL] I kind of sort of need it.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They don't care
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I know. It's so hard to get things done these days medically. It just seems like a
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] A hassle with anything and everything.
[CUSTOMER][NEUTRAL] Exactly, and I, and I have this main question, what do we pay for insurance for throughout the year? Like if we don't use it.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] I think that's crazy, but anyway, that's what the issue is and um she doesn't know who to reach out to, so I'm trying to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. Well, let me, uh what I can do is I can transfer you to Web TPA. They're the ones that handles your benefits and claims information and they someone there should be able to assist you further.
[CUSTOMER][POSITIVE] OK. I really appreciate you. Thank you for your help.
[AGENT][POSITIVE] Oh, it's been my pleasure, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that would be it, that would be it.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you stay warm and have a very happy [PII]. It is so cold.
[CUSTOMER][NEGATIVE] It's freezing up here. Yeah, it's freezing.
[AGENT][NEGATIVE] So cold.
[CUSTOMER][POSITIVE] Yes, goodness.
[AGENT][NEUTRAL] Well, let me get.
[CUSTOMER][NEUTRAL] I am in, I'm in [PII] and I just left [PII]. Um, yeah, cause I drive trucks. So, um, and when I tell you it was every bit of 5 degrees the other day, I was like, what is going on.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my goodness, that is super cold. Now, uh, are the roads bad up there right now?
[CUSTOMER][NEUTRAL] They are bad in certain areas. [PII] is not that bad, but um, [PII] got kind of rough. [PII] did and uh some portions of uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Hm. Well, you be careful out there.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. I will hold on.
[AGENT][POSITIVE] My pleasure. Let me, let me transfer that call for you, Ms. [PII], and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] And TPA the
[CUSTOMER][NEUTRAL] Hello.