AccountId: 011433970860
ContactId: 88dc75cd-b7e0-4133-8928-c7c400693cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327299 ms
Total Talk Time (AGENT): 104812 ms
Total Talk Time (CUSTOMER): 126930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/88dc75cd-b7e0-4133-8928-c7c400693cf6_20250606T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII], and I'm just trying to get my prescriptions filled today, and on my, um, my medical card, uh, for the insurance, I see the bin, the group, and the PCN, but I'm not seeing a subscriber ID, so I'm just trying to get that information if possible.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um, so that, that's what I'm trying to figure out. I have, um, um, the email that I got. I see the bin, the group, and the PCN, but I'm not seeing like a policy or subscriber number.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Um, is it alright if I look you up by your social?
[CUSTOMER][NEUTRAL] Oh, absolutely, yeah, it's um [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me just a moment while I look you up.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Your last name?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII]
[AGENT][NEUTRAL] OK. And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][NEUTRAL] In the address that we have on file?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so I do have one of your policy numbers. It looks like you have several different policies with us. Um, I'm not able to see anything related to the pharmacy. Um, on your card, does it show anything that says farm avail?
[CUSTOMER][NEUTRAL] Uh, here, let me just pull it up real quick, put you on speaker phone here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Um, so it says.
[CUSTOMER][NEUTRAL] Mm, no, I'm not seeing that anywhere. I just see.
[CUSTOMER][NEUTRAL] Uh, group insured employee name coverage policies cer a certain number, effective date and plan.
[AGENT][NEUTRAL] OK, that policy, that policy er number is going to be your policy number, um, but if it's anything related to the pharmacy, you're gonna wanna call Farm Avale, and I can give you their number whenever you're ready.
[CUSTOMER][NEUTRAL] Oh hold on in small print.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, yeah, let me, uh, write that down. I am good to go.
[AGENT][NEUTRAL] OK, it's 800.
[AGENT][NEUTRAL] 933.
[AGENT][NEUTRAL] 373 4.
[AGENT][NEUTRAL] Um, and as I mentioned, that policy certificate number or that policy er number, that's, that's the number of your policy.
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] OK, got you. I do see now in some pretty small print, it does say medical ID. Would that be the same as the subscriber ID by chance?
[AGENT][NEUTRAL] Um, what is the medical ID?
[CUSTOMER][NEUTRAL] Um, it's showing up as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Me you.
[AGENT][NEUTRAL] So you won't need that number with us when you're filing a claim or anything related to APL. You'll use that policy certificate number. That number is um in case you need to file um certain claims um related to a multi-plan or if you have 90 degrees, that would be that number, but you shouldn't need it with us. Um, it'll be that policy certificate number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got you. Alright, I appreciate that clarification there. I will reach out to them and uh see if they can give me a hand.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great, thank you so much for calling APL. If there's nothing else, I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you as well.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] OK.