AccountId: 011433970860
ContactId: c9b45ef0-c089-46ed-b1bd-d9e451cd8207
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201720 ms
Total Talk Time (AGENT): 72872 ms
Total Talk Time (CUSTOMER): 98068 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c9b45ef0-c089-46ed-b1bd-d9e451cd8207_20250114T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. Um, so I have, uh, insurance through HVMG and then I have the APR card but I was trying to pick up, uh, a medicine from Walmart and then they're telling me it's not active.
[CUSTOMER][NEUTRAL] Or they need a
[CUSTOMER][NEUTRAL] The group number? I don't know if you have the right card or anything.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK, name is [PII]. I can spell it for you. [PII]
[CUSTOMER][NEUTRAL] And last name
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. Now, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need your policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, 02485251.
[AGENT][NEUTRAL] OK, and please verify um your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And now please verify your email address to make sure that we have the correct one on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] And yes, I'm showing that your um gap insurance policy is active, but pharmaceuticals is not covered under this policy.
[CUSTOMER][NEUTRAL] 00, no pharmacy pickup?
[AGENT][NEUTRAL] That's correct. Not under this policy. No, ma'am. I'm only showing coverage for inpatient and outpatient hospital, independent labs, and um services provided in the doctor's office if it's for cancer treatment.
[CUSTOMER][NEUTRAL] OK, OK, OK, so can you, can you email me the, the, the, the insurance card? I don't think I have the right one.
[AGENT][NEUTRAL] Um, we're unable to email it because of HIPAA, but I can, um, send it to the mailing address on file.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] that be honest, so what do I need to, alright, I mean that's OK. Alright, thank you.
[AGENT][NEUTRAL] OK, well, I think, mhm.
[AGENT][POSITIVE] No problem. No problem. You have another question. I'll be happy to help you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I was gonna, I was gonna ask why it's not the, it's not included with the pharmacy or do I need to add anything on it?
[AGENT][NEUTRAL] Um, actually, we don't cover pharmaceuticals under this policy at all.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK OK OK.
[CUSTOMER][POSITIVE] Alright thanks so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you again, Mr. [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mhm. Thank you.