AccountId: 011433970860
ContactId: bd614778-eb02-4d97-a814-79ed2445195e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230660 ms
Total Talk Time (AGENT): 89741 ms
Total Talk Time (CUSTOMER): 81207 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/bd614778-eb02-4d97-a814-79ed2445195e_20250207T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I wanted to see if there was um one of the prescriptions I take is covered under this insurance.
[AGENT][NEUTRAL] Sure, I can see if you have a prescription coverage under this uh under your policy. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, one second, let me get it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, OK, so it is.
[CUSTOMER][NEUTRAL] Mm, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm. All right, where is it.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, OK, this is.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, is it the policy cert number?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, it's uh 025854.
[CUSTOMER][NEUTRAL] I think hold on that an 8.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah. Hold on one second.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 02585. OK, so 02585497.
[AGENT][NEUTRAL] 97 OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][POSITIVE] Alright awesome thank you so much for verifying that. OK, give me just a moment let me get your policy pulled up here um all these policies are pretty different as far as prescription coverage, just wanna make sure I give you accurate information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, so this is what I was wanting to see um do you have your um ID card? Is that what you were looking at when you gave me this uh policy certificate number?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Perfect. OK, so for this kind of policy, your pharmacy and prescription benefits are going to be through, um, they're called Pharma Vale. Now on the back of that card you should see uh their information. You'll see their customer service number along with your bin number, um, and they're definitely going to need that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right, so I have to call them.
[AGENT][NEUTRAL] Do you see that information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK awesome alright yes and they'll be able to go over um your coverage, your prescription coverage.
[CUSTOMER][POSITIVE] OK, alright, I'll call them. OK, alright, thank you.
[AGENT][POSITIVE] OK, yeah, you're welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.