AccountId: 011433970860
ContactId: 85dc73a8-da09-48f4-9bd7-e837eef77470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348420 ms
Total Talk Time (AGENT): 129205 ms
Total Talk Time (CUSTOMER): 96976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/85dc73a8-da09-48f4-9bd7-e837eef77470_20250409T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from A Credo Specialty Pharmacy. I'm an eligibility representative and this call may be monitored or recorded for quality assurance. My last initial is [PII], and I was calling in order to obtain processing information for a patient in order to process their medication.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you uh with the benefits for a patient. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 84702
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um sorry, would I be able to get your last initial and job title?
[CUSTOMER][NEUTRAL] I'm sorry, could you say that again?
[AGENT][NEUTRAL] OK, did you hear me?
[AGENT][NEUTRAL] Uh my last initial is.
[CUSTOMER][NEUTRAL] No, ma'am. I, I thought you might have put me on hold. I'm sorry.
[AGENT][NEUTRAL] No, ma'am. I'm having a little uh issue with my phone today going in and out. I don't believe it'll hang up on you, but if it does that again, I will be right back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So my last initial is [PII] and I'm with the care team.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. All right, so I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] Uh, let me see if she has any kind of pharma pharmacy benefit.
[AGENT][NEUTRAL] On her policy, OK, yes ma'am, so on this policy and this is just to verify benefits on a guarantee of payment she has an outpatient prescription.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And dollars
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you can hear me you did cut out again.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][POSITIVE] OK, I'm so sorry, OK.
[AGENT][NEUTRAL] drug benefit that pays $10 and that's just to verify then it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um would you be able to provide me the group number and PCN for her uh coverage?
[AGENT][NEUTRAL] OK, yes ma'am, the group number is 70.
[AGENT][NEUTRAL] And let me look for PCN.
[CUSTOMER][NEUTRAL] You said 700?
[AGENT][NEUTRAL] Yes, 70055.
[CUSTOMER][NEUTRAL] 55. OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Um, let me look real quick, see if I can find that information for you.
[CUSTOMER][POSITIVE] OK, you're perfectly fine.
[AGENT][NEUTRAL] It's gonna be just a minute why my computer searches.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said that was called the PCN number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I do know that some plans don't have them, some do, but we just have to ask just in case.
[AGENT][NEUTRAL] OK, alright, let me keep searching and see um what I can find as far as.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It's cutting out again.
[AGENT][NEUTRAL] So, oh wait, wait, wait, no PC number is P as in Paul, V as in Victor.
[CUSTOMER][NEUTRAL] P as in Paul, V as in Victor, OK.
[CUSTOMER][NEUTRAL] And then is her VIN number [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, OK, I just wanna make sure that one was correct. Well, I do appreciate your help today.
[AGENT][POSITIVE] Well, you're very welcome. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well, you have a wonderful night and we thank you for calling APL. You take care, Miss [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.