AccountId: 011433970860
ContactId: a00b6b97-9dc0-42c4-a364-3c577762862c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290209 ms
Total Talk Time (AGENT): 70639 ms
Total Talk Time (CUSTOMER): 168312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a00b6b97-9dc0-42c4-a364-3c577762862c_20250214T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes. Um, so I have coverage with you guys through, uh, COR, and I had a couple of prescriptions that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The pharmacy was saying my insurance card was expired and I called the COR office and they said I'm current on my payments like I didn't let it lapse. Um, so she suggested I call you all to see how
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, far I'm paid up on your guys' side.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] I can look that up. It's gonna take me a second. My card's in my email, so let me pull that up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, policy number.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 02342555
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] OK, and your email address, please?
[CUSTOMER][NEUTRAL] I believe it is [PII].
[AGENT][NEUTRAL] OK, that's what we show.
[AGENT][NEUTRAL] All right, so I'm on your policy and what's, what's happening?
[CUSTOMER][NEUTRAL] So I had put in for a refill on a prescription and it was saying that, well, first, the web pharmacy website said my insurance card is expired, which I didn't think happened.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, but so I like reuploaded the pictures of the card I have and then it said my prescription was filled, but it was like $1100 which is obviously a price without my insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Covering it because before it's not been that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I called Cobra. My policy hasn't lapsed. I'm current on payments until like [PII] with them, but she said that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The payments like your um my prescriptions won't be covered until they send you like the money to continue covering it or something and they weren't sure.
[AGENT][NEUTRAL] Oh, you, you mean your cover premium?
[CUSTOMER][NEUTRAL] Yeah, so I was to call and see what day you guys had me covered until like if it was [PII] or.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Through.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you do have me showing as being covered until [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I had a prescription that went in though. I thought before that.
[CUSTOMER][NEGATIVE] That didn't get any coverage on it because I'm pretty sure it went in um.
[CUSTOMER][NEUTRAL] On the [PII], can you see that? Like something where.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, your prescription carrier is Farmael.
[AGENT][NEUTRAL] Not a
[CUSTOMER][NEUTRAL] OK, so I would have to call them to see why they didn't cover it?
[AGENT][NEUTRAL] For some reason, it's not going through and it could be something small. I don't think it should have anything to do with your eligibility though because your policy is active.
[CUSTOMER][NEUTRAL] OK, do you have a number for them?
[AGENT][NEUTRAL] Uh-huh, it's on the back of your ID card and I'm showing it to be 8800.
[AGENT][NEUTRAL] Um, 933.
[AGENT][NEUTRAL] 3734.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you see that on the back of your card?
[CUSTOMER][NEUTRAL] Yes I do. I didn't realize I thought that was you guys. I didn't realize that was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and so just so you know they, they will need the bin number, the group number, and that PCN number.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] OK. All [PII]. Anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all I needed thank you.
[AGENT][POSITIVE] OK, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Mhm