AccountId: 011433970860
ContactId: 6141c11c-44a4-42e5-8c2b-0708ec1f6348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156559 ms
Total Talk Time (AGENT): 60516 ms
Total Talk Time (CUSTOMER): 62477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6141c11c-44a4-42e5-8c2b-0708ec1f6348_20250210T21:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and, uh, I am trying to pick up a prescription.
[CUSTOMER][NEGATIVE] But my card is I need to uh I don't have some of the stuff that they're telling me that I need.
[AGENT][NEUTRAL] OK, uh, what is your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, well, what do we need? Uh, I get the payer ID number, is that what you need?
[AGENT][NEUTRAL] No, sir. Do you see on the card a policy er number or certificate number starts with 01 or 02? OK.
[CUSTOMER][NEUTRAL] Yeah yeah yeah 002.
[CUSTOMER][NEUTRAL] 588139
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address, and your email address.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment, because the number you gave us a dental.
[AGENT][NEUTRAL] Policy number. Give me one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So where's your medical? Yeah, I don't know.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] I don't show you have a medical policy with our company. Uh, you may have to contact benefits and a card if you're supposed to have medical and they can verify that for you, but I only show you have dental.
[CUSTOMER][NEGATIVE] Yeah, yeah, I'm I'm paying for both.
[CUSTOMER][NEUTRAL] So what is, what is the same benefits with the card?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Benefits in the card, they are the ones that work with your employer as far as uh policies through different insurance companies, and they can verify if you set up on medical because I only show you have dental with our company APL. So I can give you their phone number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, that's that's fine.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Alright.