AccountId: 011433970860
ContactId: 88abd89b-0557-4892-8fee-bcc2f6a62e86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218610 ms
Total Talk Time (AGENT): 63456 ms
Total Talk Time (CUSTOMER): 55006 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/88abd89b-0557-4892-8fee-bcc2f6a62e86_20250516T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Do we have anything through the medical for um prescriptions?
[AGENT][NEUTRAL] Um, I can check your benefits for you on your policy and check for you. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got a 02589640.
[AGENT][POSITIVE] OK, let me pull your policy up so I can get those benefits for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] And send to her.
[AGENT][NEUTRAL] So [PII], can I please have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK thank you I appreciate you giving me that information. Let me pull in your benefits real quick and see if you have any kind of prescription coverage.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Let me just a moment while the policy pulls up for me.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so looking at your policy, I do not see that you have prescription coverage on this plan.
[CUSTOMER][NEUTRAL] OK, I thought we did, but I wasn't for sure, so I just wanna call and make sure, but.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] OK, you're very welcome. Is there anything else, [PII], that I can help you with before we go?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, you take care and have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh, right, right, you too. All right, bye-bye.