AccountId: 011433970860
ContactId: 788dab78-3d8b-4d3b-b5c6-e07da4e4565b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310820 ms
Total Talk Time (AGENT): 76571 ms
Total Talk Time (CUSTOMER): 169783 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/788dab78-3d8b-4d3b-b5c6-e07da4e4565b_20250207T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I'm here at the pharmacy and they need some RX information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, [PII], let's take a look. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 02566197.
[AGENT][NEUTRAL] All right, let me pull this up here. Give me just a sec.
[CUSTOMER][NEGATIVE] I had puppy smell on me so.
[CUSTOMER][NEGATIVE] I should not.
[CUSTOMER][NEGATIVE] I have 12 babies at the 20 dogs total. 12 little babies. They're so fat I cannot pick them up in one hand and they're like 2.
[CUSTOMER][NEUTRAL] So I'm trying to get um.
[AGENT][NEUTRAL] And then for security, can I just get your date of birth and address, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. Do you by chance have your card with you?
[CUSTOMER][NEUTRAL] We weren't ever given a we weren't given a card.
[AGENT][POSITIVE] Oh, OK. Um, I can definitely send you the card. That would probably be helpful.
[AGENT][NEUTRAL] Do you have access to your email?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, is that the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] That's that so they let you know through text message whenever you um get it whenever a prescription's ready.
[CUSTOMER][NEGATIVE] Hello, that was so hard.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How about it.
[CUSTOMER][NEUTRAL] No, it's still green up there, um, OK, product, yeah, I know what we gotta do is it hasn't come through yet.
[CUSTOMER][NEUTRAL] See, it'll come through up in here. It'll tell me when it gets here. OK.
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Here you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] this.
[CUSTOMER][NEGATIVE] Still doesn't have any pharmacy me information on it, any drug coverage on it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's showing maybe like hospital?
[CUSTOMER][NEUTRAL] Mm for the medical plan, I, I can give you.
[CUSTOMER][NEUTRAL] Ma'am, are you still on the phone?
[AGENT][NEUTRAL] Yeah, I'm still here, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] The card that you sent don't have any RX information.
[CUSTOMER][NEUTRAL] That's the information that.
[AGENT][NEUTRAL] So, I was looking, yeah, I was looking at your plan. I don't know that I see any coverage on your limited benefit plan for prescription. It looks like it's just um hospital and office coverage. I don't see a prescription coverage on here.
[CUSTOMER][NEUTRAL] All 4 of them.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] How can
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] What does it cost to get that put on there?
[CUSTOMER][NEUTRAL] Or are you able to help with that?
[CUSTOMER][NEUTRAL] You're speaking with my wife ma'am.
[AGENT][NEUTRAL] Yeah, I mean that's
[AGENT][NEUTRAL] That's not something unfortunately I can add on there you would have to go through your employer uh to see if that's something that is something that can be added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that was something that was supposed to have been on there, I think. How much is the cash you can also you don't take good, do you? OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK ma'am, um, thank you so much for all your help, yeah.
[AGENT][POSITIVE] Yeah, you guys are very welcome. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am. You