AccountId: 011433970860
ContactId: a8ad9a96-0c1c-4d1c-a440-e9da68094788
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223059 ms
Total Talk Time (AGENT): 74314 ms
Total Talk Time (CUSTOMER): 64029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a8ad9a96-0c1c-4d1c-a440-e9da68094788_20250108T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm from Optum Specialty Pharmacy. Uh, we're trying to book a patient's medication, and she said she had you as a secondary insurance, uh, but she wasn't able to give me any processing information, so I was hoping that I could get to someone who would be able to give me that information.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have our policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't. She just told me the that was the name of this company, and she gave me this, uh, service. I have her name, date of birth, home address, whatever else, phone number.
[AGENT][NEUTRAL] OK, what is her name?
[CUSTOMER][NEUTRAL] [PII]'s [PII]
[AGENT][NEUTRAL] OK, let's see if I can find that.
[CUSTOMER][NEUTRAL] Date of birth is [PII] if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm showing she's got a gap policy with us, um.
[AGENT][NEUTRAL] I would, I would need to get somebody in our benefits department that could look up what the benefits are, but I believe the prescriptions is covered under her major medical, but let me check with them just to be sure. Um, is there anything else that I can help you with in customer service before I transfer you to benefits?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] Alright, um, thank you for calling APL. You have a good day, [PII] and hold just a moment. I'll connect you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I have a provider on the phone. His name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] He's calling about prescriptions on this policy.
[CUSTOMER][NEUTRAL] Oh, OK, is.
[CUSTOMER][NEUTRAL] OK, uh, what is that policy number?
[AGENT][NEUTRAL] 1893583.
[AGENT][NEUTRAL] I told him I thought it was covered under his major medical but I wasn't sure so I was gonna check to find out for sure.
[CUSTOMER][POSITIVE] OK, I know we don't cover prescriptions, but I'll be happy to talk to [PII].
[CUSTOMER][NEUTRAL] Do you have a callback number?
[AGENT][NEUTRAL] OK. I do. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You're welcome you too alright thank you.
[AGENT][POSITIVE] Mhm, thank you. Here he is.
[CUSTOMER][NEUTRAL] You kidding me? Good morning thank you for