AccountId: 011433970860
ContactId: bc2715e9-40a9-4923-b2b1-cbc9e2ca94fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579359 ms
Total Talk Time (AGENT): 220482 ms
Total Talk Time (CUSTOMER): 100415 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/bc2715e9-40a9-4923-b2b1-cbc9e2ca94fd_20250313T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. um, I'm a member, um, and I wanted to ask a few questions regarding coverage for my policy for a specific medication because my primary is not covering it.
[AGENT][NEUTRAL] OK, I can help you with that. Can you provide me with your policy number?
[CUSTOMER][NEUTRAL] Yes, so the, I guess it's the outpatient cert number I have 0166.
[CUSTOMER][NEUTRAL] 1596 ML 8
[AGENT][NEUTRAL] All right, thank you. And this is regarding your prescription.
[AGENT][NEUTRAL] Coverage
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, thank you. Give me just one moment, [PII]. We'll do is pull up um your information and do a quick verification.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then we'll go from there.
[AGENT][NEUTRAL] O
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Do a quick verification. Let me, uh, what is the name of your husband, please?
[CUSTOMER][NEUTRAL] Uh, so, no, I'm not a spouse. I'm actually a dependent.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] A dependent. I see that now. I do apologize. All right, what is your dad's name?
[CUSTOMER][NEUTRAL] That's right. The
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], do you mind verifying your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Thank you. OK. And [PII], can we verify your parents' address, please?
[CUSTOMER][NEUTRAL] Yes, it should be [PII], and that's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And let's see, do you by chance know, uh, I would assume it's your dad's phone number and email address.
[CUSTOMER][NEUTRAL] Um, yes, his phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then his email address, I'm not quite sure which one he used, but the one that he normally uses, I think, it should be [PII].
[AGENT][NEUTRAL] That's it, dear. That's it. Thank you, [PII]. All right, and let me give you, let me give you an updated policy number.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] Um, they, they.
[CUSTOMER][NEUTRAL] OK, hang on, give me like, like write it down.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] OK, and what will it be?
[AGENT][NEUTRAL] OK, this is 197.
[AGENT][NEUTRAL] 5793.
[AGENT][NEUTRAL] It looks like several years ago they had a policy change, but you've got an old policy number here.
[AGENT][NEUTRAL] A benefit change probably.
[CUSTOMER][NEUTRAL] Oh OK, so then
[CUSTOMER][NEUTRAL] 175793
[AGENT][NEUTRAL] OK, let's say 1975793, yes, and this is on the prescription. All right, so [PII], if you don't mind, what I'm going to do is place you through to someone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can find someone who can uh better assist you.
[AGENT][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The benefits on this. Let's see.
[AGENT][NEUTRAL] Contact which she she knows 33 Melinda project training.
[AGENT][NEUTRAL] OK, it looks like the phones are a wee bit busy today.
[AGENT][NEUTRAL] So let me try to get someone. Give me one second. And uh [PII], before I transfer you there, is there anything else we can assist you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh, no, that'll be it. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You will not have to go back to the verification again. I'll let them know that we did verify the information and you have a fantastic day. One moment, please.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I I training.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. [PII], I have policy number 1975793.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Participant #3.
[AGENT][NEUTRAL] [PII], the, the daughter, you know what, I cannot for the life of me swear that I verified her last name. Dear [PII], help me. I verified her dad's date of birth, her date of birth, address, you know, everything. But for the life of me, I cannot remember if I asked her about her date of birth. Um.
[CUSTOMER][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I keep, she just has questions about benefits and prescriptions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, uh, I don't know anything about that kind of stuff. uh, do you want the callback number, dear?
[CUSTOMER][NEUTRAL] Yeah, let me grab that from you, [PII].
[AGENT][NEUTRAL] OK. That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][MIXED] [PII]. 0, my voice actually worked for you. It's been going in and out bad, bad, bad.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] End of the day.
[AGENT][POSITIVE] I know it's been doing it all day, the day it seems like it's getting a little better.
[CUSTOMER][NEUTRAL] Oh, dog gum, dog gum. Well.
[AGENT][POSITIVE] That's all right. That's all right. Anyway, you ready, dear?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, send her on over.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Oh wait, hold on, I didn't do it. So I did.