AccountId: 011433970860
ContactId: cf3e72ea-5a57-4dd9-a023-c7e70713623a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157479 ms
Total Talk Time (AGENT): 79728 ms
Total Talk Time (CUSTOMER): 41448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/cf3e72ea-5a57-4dd9-a023-c7e70713623a_20250522T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was curious of if my plan uh had prescription benefits or not.
[AGENT][NEUTRAL] OK, I can help you with benefits, sir. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], what is your policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01716855
[AGENT][NEUTRAL] OK, thank you, sir. Let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], I'm looking at your policy. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What were the other two? I'm sorry.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Addres
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that you gave me to call you back on, sir, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying that information for me. Let me look at your policy, at your benefits and see if you do have any kind of um
[AGENT][NEUTRAL] Prescription benefits, and this is just to verify your benefits, it's not a guarantee of payment. This policy is for um medical coverage only. It's a supplement to your major medical insurance and it only helps with deductible, co-pay and co-insurance. So there's not a prescription plan on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I just wanted to make sure. thank you very much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No, I don't believe so.
[AGENT][POSITIVE] OK, well, I hope you have a wonderful Memorial Day weekend and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] You