AccountId: 011433970860
ContactId: a8bf55ad-f013-4168-9612-0246b1e15f50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164320 ms
Total Talk Time (AGENT): 70219 ms
Total Talk Time (CUSTOMER): 84422 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a8bf55ad-f013-4168-9612-0246b1e15f50_20250214T17:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Public Pharmacy how are you?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][NEUTRAL] Good, so I'm trying to run a claim as a coordination of benefits, a secondary for a patient to, uh, reduce the copay, um, but I was hoping for some process information. I see the card, but I don't have anywhere where it says like what the what bin processor you use. I see that it's American Public like, but I, I, you know, like who the it doesn't have anyone like who you use as electronic processor.
[AGENT][NEUTRAL] Is it for pharmaceuticals, for medicine?
[CUSTOMER][NEUTRAL] Pharmaceuticals, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, our product doesn't have that benefit. I can check and see who they have, uh, their pharmacy through. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and who am I speaking to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is So, [PII]
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Mhm and may I have um the policy number of the patient, the one that you have on the card?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] The policy number it says policy sir, right? That's what you're asking for 01 01066414.
[AGENT][POSITIVE] Yes, mhm, correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The the on the card or the, the, the chat on the card it's [PII] Um it doesn't say his date of birth. Let me ask the, the wife. I imagine the wife.
[AGENT][NEUTRAL] Uh, on the card.
[CUSTOMER][NEUTRAL] Date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] that's the cardholder that it's under, but I, I'm transmitting for the child.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right then.
[AGENT][NEUTRAL] OK, it's fine, Mr. [PII]. OK, um, and the reason I'm saying is fine because I see what type of product is this. This is a secondary supplemental plan for medical, um, so it doesn't cover vision, dental, or pharmacy. Um, they usually go through their major medical. I'm not sure who's their major medical, but, um, they probably have pharmacy benefits through there, but we do not cover pharmacy, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you, [PII], thanks for checking.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.