AccountId: 011433970860
ContactId: 84ef9ab2-8e8e-4337-9d96-cdb1e9a4d1ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121959 ms
Total Talk Time (AGENT): 53045 ms
Total Talk Time (CUSTOMER): 72603 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/84ef9ab2-8e8e-4337-9d96-cdb1e9a4d1ee_20241230T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from Warren's Pharmacy trying to confirm, um, patient, um, insurance information.
[AGENT][NEUTRAL] OK, I didn't understand your name. Can you spell it for me?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII] or [PII]? OK, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] [PII], yes, [PII], mhm.
[CUSTOMER][NEUTRAL] Uh, policy number is 025761117.
[AGENT][NEUTRAL] 0257611117
[CUSTOMER][NEUTRAL] 61 yes ma'am.
[AGENT][NEUTRAL] OK. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII]. It's for patient [PII]. First name is spelled [PII] Last name is [PII] Mhm.
[AGENT][NEUTRAL] OK, and you said
[AGENT][NEUTRAL] Thank you. I got it. And did you say you're calling from a pharmacy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm I'm just calling from a pharmacy. He, he said he has, um, pharmacy coverage, but I don't think he does. I'm trying to confirm just to see what he has with this ID that I gave you, mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the policy number that you gave me, um, 025761117 is a dental policy, and I don't show that he has a medical policy with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No just dental.
[AGENT][NEUTRAL] I don't, well, he has other policies unrelated to medical, but I don't show a medical policy with the pharmacy benefit for this patient.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so just medical and then so that's all he has, right?
[AGENT][NEUTRAL] Well, he has other coverages, but no medical coverage.
[CUSTOMER][NEUTRAL] They're here, are they here now? OK. Oh like.
[AGENT][NEGATIVE] And no policy with pharmacy benefits under it.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] Oh that's all I need to know. Thank you.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm mm mhm.