AccountId: 011433970860
ContactId: 918cb265-6b2d-41de-b4d5-b8d117717f67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225270 ms
Total Talk Time (AGENT): 116655 ms
Total Talk Time (CUSTOMER): 72616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/918cb265-6b2d-41de-b4d5-b8d117717f67_20250121T22:49_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a Walmart pharmacy. I'm trying to see if I can get insurance information for one of our patients.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with that today and can I have your name please and a quick callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm the pharmacist. Uh, callback number is [PII].
[AGENT][NEUTRAL] Thank you and what's that member's policy number, sir?
[CUSTOMER][NEUTRAL] Uh, they said they don't have any of the information unfortunately.
[AGENT][NEUTRAL] Oh OK um well let's search for them. Do you have their social security number handy by any chance?
[CUSTOMER][NEUTRAL] No, I only have the last 4.
[AGENT][POSITIVE] OK, um, no, it might help narrow it down. Let's get to that spot real fast. What about their first name?
[CUSTOMER][NEUTRAL] I don't know if that helps you.
[CUSTOMER][NEUTRAL] Yeah, first name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, sorry, uh, I'll start over. [PII]
[AGENT][POSITIVE] Thank you and the last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The last 4 of their social.
[CUSTOMER][NEUTRAL] Uh, last four looks like I have uh [PII].
[AGENT][NEUTRAL] Perfect, thank you. um, and would you be able to verify her date of birth for me please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Thank you. All right, let me look up some information here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she does have a policy with us, however, we don't cover her pharmaceutical benefits, um, and I'm just pulling up her ID card. I think it's printed on there who it is from.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, it looks like [PII] provides that. I do have her bin number and her group number though, off that if you're needing it.
[CUSTOMER][NEUTRAL] Yeah, can I take that?
[AGENT][NEUTRAL] Yeah, the VIN number is [PII].
[CUSTOMER][NEUTRAL] And did you have a, did you happen to have a PCN by chance?
[AGENT][NEUTRAL] Uh, the PCN is um.
[AGENT][NEUTRAL] P.
[CUSTOMER][NEUTRAL] PB and then uh the ID number?
[AGENT][NEUTRAL] The ID number, um, is that gonna be the group number or do you think it's gonna be like their multi-plan ID number?
[CUSTOMER][NEUTRAL] Maybe the full multi plan.
[AGENT][NEUTRAL] OK, let me give that one to you. Um, it's gonna be D like David, and then 41,203,520.
[CUSTOMER][NEUTRAL] D 41,203,520.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then what was the group?
[AGENT][NEUTRAL] Yeah, the group, um.
[AGENT][NEUTRAL] Their group is under IMA. It says 9412-G.
[CUSTOMER][NEUTRAL] Oh interesting. 112, uh, do you happen to happen to have the phone number for them?
[AGENT][NEUTRAL] Yeah, they're um customer service line, they have a pharmacy help desk actually. I bet that's the one you're gonna want, and it's [PII].
[CUSTOMER][POSITIVE] Yeah yeah exactly.
[CUSTOMER][POSITIVE] OK, sounds good. I will give them a call. Thank you so much for your help.
[AGENT][POSITIVE] Hey my pleasure, glad I could help and you take care.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks bye bye.