AccountId: 011433970860
ContactId: b66006fe-9875-4f86-b819-b88214483a20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346459 ms
Total Talk Time (AGENT): 126460 ms
Total Talk Time (CUSTOMER): 116380 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/b66006fe-9875-4f86-b819-b88214483a20_20250321T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, how are you today, first and foremost?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Well, thank you. Um, I
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I, um, had, my doctor called in a prescription to CVS Caremark, the mail order delivery for CVS. Um, I called CVS Caremark. They said I had to call my
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] benefits provider for you guys to help set up an account for me with them or something of that nature.
[CUSTOMER][POSITIVE] Um, so I guess the question is, can I get prescription shared through, uh, billed through CVS Caremark? Hey sweetie, you're so cute.
[AGENT][NEUTRAL] Prescription. OK. Well, let me take a look into your policy, but I'll be more than happy to look into it for you and um provide you with the update or at least point you in the right direction. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Um, what's on file is perfect. I just updated it. My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a good contact number just in case we're disconnected?
[CUSTOMER][POSITIVE] That's so sweet.
[CUSTOMER][POSITIVE] It's OK. My name, my number's on there. I think you guys have it. Don't worry, I'll just call back.
[AGENT][NEUTRAL] Well, I have to get to your policy before I can see anything.
[CUSTOMER][NEUTRAL] So you need my phone number to log into the account?
[AGENT][NEUTRAL] So the phone number is in case we get disconnected and then I'm gonna ask you for your policy number so that I can see your information. I don't have anything up. There's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, sure, [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is where I get confused, OK.
[CUSTOMER][NEUTRAL] This one is 02592638.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold so I can look at your benefits for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let me see what I see.
[AGENT][NEUTRAL] Camera.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Does her ID card at that.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So there's a few things. So for your policy, um, it is a hospital indemnity policy, so it's a limited medical policy, but you have things added to it. So you do have the farmail, which is the pharmacy service. Now I don't know how that can connect with CVS, but I have like aIN number to give you and a group number maybe if that will help.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there anything else?
[AGENT][NEUTRAL] Um, I see a VIN number, a group number, a PCN number. I just, I'll just give it all to you if, if that will help them.
[CUSTOMER][NEUTRAL] Um, no, I have that.
[CUSTOMER][NEUTRAL] I was just trying not to move the prescription from one place to the next.
[AGENT][NEUTRAL] Oh, OK, I understand.
[CUSTOMER][NEUTRAL] And they said for you guys that sometimes you partner with CVS Caremark um to get prescriptions filled, so I was calling about that.
[AGENT][NEUTRAL] OK. No, um, we, we're, we're not really affiliated with them. Now, your employer may have that type of discount or, you know, connection with them, because our policies come through the employer, so maybe that's something that they do offer.
[CUSTOMER][NEUTRAL] No, I called them.
[AGENT][NEUTRAL] They, you did.
[CUSTOMER][NEUTRAL] No, right, yeah.
[AGENT][NEGATIVE] All right. Well, was there anything, I wish I had better news for you.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Mm, no, it's all good, no stress. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, [PII], well thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.