AccountId: 011433970860
ContactId: 5bcb700f-eb69-4d50-911b-7a9472687687
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171720 ms
Total Talk Time (AGENT): 39498 ms
Total Talk Time (CUSTOMER): 44812 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/5bcb700f-eb69-4d50-911b-7a9472687687_20250103T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Pub Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], yeah, I was, uh, this is [PII]. Uh, I'm not sure how I ended up here. I was just trying to get over to [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, who, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK. And [PII], in case, um, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, uh, who are you with?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm over at Prime Prime Therapeutics, uh, pharmacy benefits.
[AGENT][NEUTRAL] OK. You're with who? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Crime Therapeutics pharmacy benefits management.
[AGENT][NEUTRAL] OK, and you're needing to speak to [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] OK, give me one minute.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you happen to have a policy number or a group number or?
[CUSTOMER][NEUTRAL] No, it's not, it's not in regards to a policy like I said, I, I'm at prime, we're, we're a pharmacy benefits management organization.
[AGENT][NEUTRAL] And, and you're needing, are you wanting to
[CUSTOMER][NEUTRAL] I, I just need you to get me over to [PII] if you could.
[AGENT][NEUTRAL] Well, we have to announce the calls, so that's why I'm, I'm asking you these questions. I apologize for all the questions, but uh.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Yeah, it's in regards to pharmacy benefits management that's all the information that I have.
[AGENT][NEUTRAL] OK, give me one minute, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you