AccountId: 011433970860
ContactId: 8e15788c-2e24-447c-a103-ba777f7375fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276010 ms
Total Talk Time (AGENT): 108930 ms
Total Talk Time (CUSTOMER): 61560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8e15788c-2e24-447c-a103-ba777f7375fc_20250605T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling because I, I need to get like my, my, uh, policy number or something I don't have my, my, my medical card yet.
[AGENT][NEUTRAL] OK, so you just need to get the policy number to them.
[AGENT][NEUTRAL] OK. May I have your name, if you call because you need the policy number today, is that correct?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you. And um can you spell the first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] No, OK, one moment.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And may I have your date of birth and email address on file for verification?
[CUSTOMER][NEUTRAL] Uh, what is it my birthday, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And the email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, uh let me know when you're ready for that number.
[CUSTOMER][POSITIVE] Uh, I'm ready.
[AGENT][NEUTRAL] OK. The policy number and this is for your medical, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, the policy number for the medical is 02635167.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me repeat it again, that's 02635167.
[CUSTOMER][NEUTRAL] And what's what's the provider? I, I forget you guys' name.
[AGENT][NEUTRAL] OK, this is through American Public Life.
[CUSTOMER][NEUTRAL] OK, I'll call to make sure.
[CUSTOMER][NEUTRAL] My wife, uh, went, went, I said, I was making sure I don't know.
[CUSTOMER][NEUTRAL] She said that you guys, she tried to get her prescription and her it's insulin. She said you guys only covered $20 of it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is that, is that correct or?
[AGENT][NEUTRAL] Mm let me see who handles the pharmacy part, um, because we don't have any pharmacy benefits, OK? So bear with me just a second.
[AGENT][NEUTRAL] OK, so it looks like the pharmacy is handled by Lucy RX.
[AGENT][NEUTRAL] Um, I can give you their phone number and you can check with them and see exactly what they're covering, but they're the ones that handles the pharmacy part.
[CUSTOMER][NEUTRAL] Who is it?
[AGENT][NEUTRAL] Lucy RX.
[CUSTOMER][NEUTRAL] Yeah, you can give me the
[CUSTOMER][NEUTRAL] The number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The number is 1-800-933.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 373 4.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr. [PII]? Any other questions or concerns?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APO. Have a good day, Mr. [PII].