AccountId: 011433970860
ContactId: 5ae7a828-7977-4991-8986-c1f3a92d6e9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181869 ms
Total Talk Time (AGENT): 91606 ms
Total Talk Time (CUSTOMER): 75476 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5ae7a828-7977-4991-8986-c1f3a92d6e9a_20250107T17:36_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII], I have a question about um a medication that my medical provider sent in a PA for.
[AGENT][NEUTRAL] OK, um, do you have your policy number handy and I can pull it up and I can try my best to help you.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I'm trying to see which one it will it be the member number?
[AGENT][NEUTRAL] Uh, it should be, yes, no, that member number mhm.
[CUSTOMER][NEUTRAL] Of the group number, the member number, OK, it's 023.
[CUSTOMER][NEUTRAL] 965999
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And would you be able to verify for me your first and last name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful and so I do see that um I do see you here but I do see that you're um.
[AGENT][NEUTRAL] All of your product information is actually administered through web TPA and I have a contact number I can give you for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, let me grab my pen.
[AGENT][NEUTRAL] Oh take your time just let me know when you're ready to take that down, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll tell you what, when I need a pen.
[AGENT][NEUTRAL] You can't play it. That's how the universe works sometimes.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] Yeah, yeah. OK, I'm ready.
[AGENT][NEUTRAL] Alright, I do have that phone number as [PII], you're OK.
[CUSTOMER][NEUTRAL] Right, right, right, right, right, right, right.
[CUSTOMER][NEUTRAL] OK, there it goes. [PII] mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And then I do have another number I wanna give you just in case you need it um it says that if you it says for pharmacies if there's a question on eligibility or prescriptions but in just in case web CPA can't help you, you already have this number um as a reference um but I have the group or like the, the name of the company is called Caremark.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't go there. I think maybe that's one of the reasons I went, I sent it to the Walmart, so I think I have the Kmart phone number as well.
[AGENT][NEUTRAL] You do? OK, if you need it I have it here and I can give it to you, you just let me know.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Let's, let's see if this is it [PII].
[AGENT][NEUTRAL] Yes, that is it.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] All right. I wish you the best of luck, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you.
[AGENT][POSITIVE] Hey, my pleasure. Thank you. You have a great day and a happy new year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.