AccountId: 011433970860
ContactId: 6a9e3d92-587c-4da3-b0b9-c145b31b3680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 967590 ms
Total Talk Time (AGENT): 164599 ms
Total Talk Time (CUSTOMER): 116701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6a9e3d92-587c-4da3-b0b9-c145b31b3680_20250204T19:28_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] If I'm trying to um verify coverage uh to like get my, my coverage numbers and stuff so I can get prescriptions and uh I was transferred over to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're trying to verify prescript.
[CUSTOMER][NEUTRAL] Um, what
[CUSTOMER][NEGATIVE] What they told me is that uh my, my coverage became active on Monday and I won't be able to get the actual numbers until 72 hours later.
[CUSTOMER][NEUTRAL] And my question was, if I'm active, if my insurance is active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I go to a pharmacy to get a prescription filled. He said they can, you know, call and verify that your insurance is active, and that, and that pharmacy is gonna wanna, is gonna wanna know certain numbers, card numbers, group numbers, that kind of thing, and they're not gonna have that. So what does active actually do?
[AGENT][NEUTRAL] OK, so let me first get your name.
[CUSTOMER][NEUTRAL] And you actually get a prescription.
[AGENT][NEUTRAL] Let me get your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said your policy was effective [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. What's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're trying to get a prescription filled?
[CUSTOMER][NEUTRAL] Right, I am, yes.
[AGENT][NEUTRAL] OK. OK. Give me a second.
[AGENT][NEUTRAL] Who is your employer?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, what's your email address of record?
[AGENT][NEUTRAL] On file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you for that, [PII]. Give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The pharmacy would need, you know, they would need your um.
[AGENT][NEUTRAL] Yeah, some information off of your medical ID card, your PCN number and another number that they require.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Bear with me here just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second. I'm trying to get a response. [PII], OK?
[AGENT][NEUTRAL] I do show that your policy information is loaded, but I don't show your ID card in your file at this time so I know that they are working on it and did you did you go to your pharmacy?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] To try to get a prescription filled?
[CUSTOMER][NEUTRAL] We did and they said they needed numbers that we didn't have.
[AGENT][NEUTRAL] Yeah, it is some numbers on the back of your card. Give me just a second.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sit tight, [PII], I'm trying to work out something here.
[AGENT][NEUTRAL] Yeah, so they're telling me that the card is gonna print tonight, but give me just a second.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah if you could just shoot me an email or a text or anything with those numbers on it that'd be great.
[AGENT][NEUTRAL] Yeah, I don't have the your um ID card available. It's gonna print download tonight and print, but I'm trying to figure out something else. Give me a quick second, OK? Do you have a minute?
[CUSTOMER][POSITIVE] Thank you, yes.
[AGENT][POSITIVE] Thanks for your patience, [PII]. I'm waiting for another response, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII], are you trying to get your prescription filled today?
[CUSTOMER][NEUTRAL] Um, I'm actually getting ready to go into work, so it would be my wife getting it filled. It's a prescription for her, so it would either be today or tomorrow.
[AGENT][NEUTRAL] OK, so they're telling me that the
[CUSTOMER][NEUTRAL] It just see.
[AGENT][NEUTRAL] Yeah they're telling me that the card is gonna download to your file tonight.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But then it'll show up on an email or something tonight or?
[AGENT][NEUTRAL] Um, if you, if you can call me back or she can call me back in the morning if it downloads tonight, it should be in your file I can get it emailed over to, excuse me, emailed over to you in the morning.
[CUSTOMER][POSITIVE] That would be great that would be.
[AGENT][NEUTRAL] OK, now, now what I can do, OK, so we'll just sit tight, um.
[CUSTOMER][POSITIVE] More than good enough.
[AGENT][NEUTRAL] And um I'm gonna tag your file and then I'm gonna check in the morning.
[AGENT][NEUTRAL] And then if it's downloaded um let me verify your email address that you gave me to make sure we're on the same page.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Are you with management utilization analysis and utilization?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] MAU your employer?
[CUSTOMER][NEUTRAL] I guess not. MA yes. I just didn't know what it stood for, but yes.
[AGENT][NEUTRAL] Yeah, that's what that means. OK, so I have [PII], [PII]. OK, I'll get it to that email address.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It stands for computer aided design, and something I used to do, so.
[AGENT][NEUTRAL] What was that, [PII]?
[CUSTOMER][NEUTRAL] I just said that stands for computer aided design, something I used to do.
[AGENT][NEUTRAL] OK, OK, alright, so you, you do like digital designs or graphic designs?
[CUSTOMER][NEUTRAL] Oh, OK
[CUSTOMER][NEUTRAL] Yes, graphic designs. I have to go into work, so I'm sorry I have to cut you short.
[AGENT][NEUTRAL] OK, no worries, we'll keep an eye on it and then when it downloads I can email it to the address.
[CUSTOMER][POSITIVE] I sure do appreciate it.
[AGENT][POSITIVE] All right, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you