AccountId: 011433970860
ContactId: ad325350-4306-43ff-a738-604286fe4f4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108120 ms
Total Talk Time (AGENT): 32932 ms
Total Talk Time (CUSTOMER): 61617 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ad325350-4306-43ff-a738-604286fe4f4e_20250108T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a provider on the phone. His name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] He's calling about prescriptions on this policy.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, uh, what is that policy number?
[CUSTOMER][NEUTRAL] 1893583
[CUSTOMER][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.
[AGENT][POSITIVE] OK, I know we don't cover prescriptions, but I'll be happy to talk to [PII].
[AGENT][NEUTRAL] Do you have his callback number?
[CUSTOMER][NEUTRAL] OK. I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][POSITIVE] All right, thank you [PII] have a good day.
[AGENT][POSITIVE] You're welcome you too alright thank you.
[CUSTOMER][NEUTRAL] Mhm thank you, hear you. You kidding me?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm from Optum Specialty Pharmacy. I was calling setting up a shipment of medication with a patient. She informed me that she had you as a secondary on on her plan to fill, uh, her medication, but she didn't give me any processing information. I was hoping to get all that info from you.
[AGENT][NEUTRAL] OK, and [PII], I do apologize, excuse me, the supplemental policy does not cover prescription medication.
[CUSTOMER][NEUTRAL] OK. All right. So in that case, then I don't need any information for you, all right.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Good to know then.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great day, sir.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.