AccountId: 011433970860
ContactId: 75dbb0e4-1c57-460e-a567-38560634fb3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 830390 ms
Total Talk Time (AGENT): 198118 ms
Total Talk Time (CUSTOMER): 123330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/75dbb0e4-1c57-460e-a567-38560634fb3b_20250602T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm a, I'm a client.
[CUSTOMER][NEUTRAL] The, the only thing I got is is my uh dental card, but I don't have one for the medical.
[CUSTOMER][NEGATIVE] And I've been having problems trying to get my prescription filled or seeing the doctor.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your uh dental policy number and I can look up the rest for you.
[CUSTOMER][NEUTRAL] OK, it's uh.
[CUSTOMER][NEUTRAL] That's the group number or the or the policy number is uh it is uh 0244.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1226.
[AGENT][NEUTRAL] 202-441226 correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me go ahead and look that up.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] In the address that we have on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Zip [PII].
[AGENT][POSITIVE] Great. Thank you so much for verifying that with me. Let me see. And so you have your dental, you're wanting to know about your medical?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me see what's going on.
[AGENT][NEUTRAL] Alright, I do show that you have 2 other policies with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, would you like me to go ahead and give you the policy numbers?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you have a hospital indemnity policy with us?
[AGENT][NEUTRAL] Policy number is 24.
[AGENT][NEUTRAL] 41.
[AGENT][NEUTRAL] 38.
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also have a critical illness policy with us?
[AGENT][NEUTRAL] And policy number is 24.
[AGENT][NEUTRAL] 82
[AGENT][NEUTRAL] 80.
[AGENT][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] OK, 248-2808.
[AGENT][NEUTRAL] Yes sir and that's for your uh group critical illness plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see, I'm just going to get into your hospital indemnity policy and see what's up.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Give me just a moment, let me see if I can pull that up for you and see if we can get one sent to you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And it looks like you don't have an email on file for you. Um, is there an email address that you prefer I can send this to?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I'm gonna have to call you back to get it off my phone.
[AGENT][NEUTRAL] To get your email address?
[CUSTOMER][NEUTRAL] Yeah, I don't know how to. I'm not too good with phones. I know some people know how to pull it up while while we're having a conversation.
[CUSTOMER][NEUTRAL] Yeah, I, I don't know how to do that.
[AGENT][NEUTRAL] OK, um, I should be able to um send it through the mail. You won't get it immediately though, is that OK?
[CUSTOMER][NEUTRAL] Yeah, that's OK. Uh, right now I'm here at the, uh, the pharmacy.
[CUSTOMER][NEUTRAL] And uh they don't want to overcharge me for the uh medicine that I have to get.
[CUSTOMER][NEUTRAL] So do I have a discount for the pharmacy?
[AGENT][NEUTRAL] Um, let me check.
[AGENT][NEUTRAL] I'm not seeing.
[AGENT][NEUTRAL] Um, about pharmacy benefits on here specifically.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] But I did just pull up one policy. Let me look at it from the other policy real quick.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And see if I can get the pharmacy benefits on there.
[AGENT][NEUTRAL] OK, that's not it.
[AGENT][NEUTRAL] I'm not able to see if you have.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Give me just a moment and let me see about that.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So I'm not seeing pharmacy benefits, so give me just a moment to see.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, I'm not seeing any pharmacy benefits for this policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And give me just a moment so that I can get your card mailed out to you. So give me just one moment.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEGATIVE] And you won't get a card for your um.
[AGENT][NEUTRAL] Critical illness?
[AGENT][NEUTRAL] Um, because I wasn't able to get one, you'll need to call your employer to ask them for that that specific one, but I do have the one for your hospital indemnity policy. Um, give me just a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And uh can you send me out another one for the dental?
[AGENT][NEUTRAL] You need one for the dental as well?
[CUSTOMER][NEGATIVE] Yeah, because the, the numbers on here and start fading.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, I sent your hospital indemnity policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And the one for the illness, I gotta call my, my company, right?
[AGENT][NEUTRAL] Yes, you'll need to call your employer for that they may not have one we don't have it on here so they would need to request that. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And while you're on the phone with me, I'll go ahead and send you this next one.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, it looks like I just sent those out to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am. No, ma'am. Uh, I wish.
[CUSTOMER][NEUTRAL] Well, I just I I guess I gotta pay out of my pocket then.
[AGENT][NEUTRAL] And you might wanna, whenever you call your employer for your critical illness, um, see if they will, if they have a prescription benefit that you can include in your policy. Um, and I would ask about that and see if they, if they have that option for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Yeah, I sure appreciate it man.
[AGENT][POSITIVE] Great, well, if there's nothing else, uh, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Bye.