AccountId: 011433970860
ContactId: 607047d7-24b1-47db-8af5-6f6a4f2918bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66440 ms
Total Talk Time (AGENT): 19931 ms
Total Talk Time (CUSTOMER): 49102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/607047d7-24b1-47db-8af5-6f6a4f2918bf_20250428T20:03_UTC.wav
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[AGENT][NEUTRAL] This money
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is money.
[CUSTOMER][NEUTRAL] Hi, who am I speaking? Oh, [PII], sorry, [PII], I didn't mean my phone cut out. This is Christine Broker Resources. I have a question.
[CUSTOMER][NEUTRAL] Um, I've got a broker's office on my other line, and they're calling about this Medlink 9 policy just generically like if they have a medication like for anemia or something like that, as long as their health insurance covers it, we would cover that more than likely, right? I'm not trying to guarantee any benefits, but in that generally how it works is that their insurance would cover it and it's not excluded under our policy, then it would more likely be covered because we don't have a list of drugs that would be payable.
[AGENT][NEUTRAL] If it's given it.
[CUSTOMER][NEUTRAL] Or does it not cover pet drugs? I'm sorry.
[AGENT][NEUTRAL] If it's given in the doctor's office?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then we will fall under their office treatment, the office treatment writer for the Metli 9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But they don't do pharmacy. There's no pharmacy.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] No pharmacy period. OK, perfect. Well, that answers my question. Thank you so much. I appreciate it. You have a good day.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're so welcome. Thanks you as well. Bye-bye.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye-bye.