AccountId: 011433970860
ContactId: a9122e92-8707-437d-bb65-386a598b81c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323070 ms
Total Talk Time (AGENT): 60001 ms
Total Talk Time (CUSTOMER): 48527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/a9122e92-8707-437d-bb65-386a598b81c4_20250521T15:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII].
[CUSTOMER][NEUTRAL] I was trying to call to see that I have uh pharmacy coverage.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the your policy number?
[CUSTOMER][NEUTRAL] Yes, so, uh.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 025747772
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, is it supposed to be a 6 because we have an 8.
[CUSTOMER][NEUTRAL] Yeah, it, it, it's a it's an 8. I thought it was a 6. It's an 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you were wanting to know if you had pharmacy coverage?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can look that up for you. One moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hold on one moment, let me find out for you, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It'll take me just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there any way I can call you back on that benefit? I'm not sure if it, this policy has pharmacy or not, but I can call you back in just a few minutes.
[CUSTOMER][NEUTRAL] Be back on
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with right now?
[CUSTOMER][NEUTRAL] You can come.
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] OK, thank you, Mr. [PII] for calling APL. You have a good day and I'll call you back shortly.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Bye bye.