AccountId: 011433970860
ContactId: e6226e21-4491-4d13-a223-231dc34c348a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186360 ms
Total Talk Time (AGENT): 81535 ms
Total Talk Time (CUSTOMER): 55189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/e6226e21-4491-4d13-a223-231dc34c348a_20250410T19:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I just wanted to inquire whether my plan covers um
[CUSTOMER][POSITIVE] Covers my prescriptions, not just like doctor claims.
[AGENT][NEUTRAL] OK, yeah, you just wanna check to see if uh your plan has prescription coverage?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, we can take a look at that um what was your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have uh your policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's um 248-538-6.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Last thing I need is the email address we've got on file for you uh looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] OK, the Gmail is [PII].
[AGENT][NEUTRAL] Perfect. Thank you so much for verifying that information. Alrighty, so this is your secondary medical policy. Uh, give me just a moment, let me get this policy pulled up and see if uh it offers prescription coverage.
[AGENT][NEUTRAL] OK, so this policy does not offer any sort of prescription drug, uh, benefit.
[CUSTOMER][NEUTRAL] OK, do you know if any of the policies that are offered do cover?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So this is the only policy you have with us, [PII], um, I'll get with your employer to see if they might have um other kinds of programs or policies that you might have or could enroll in, uh, that might just be through different carriers that offer prescription coverage.
[CUSTOMER][NEUTRAL] OK, alright, it's open enrollment time, so I'll give them a call and see what my options.
[AGENT][POSITIVE] There you go, yeah, absolutely. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] All right. Yeah, thanks for giving us a call. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.