AccountId: 011433970860
ContactId: e9ff0083-fb22-4de7-af62-8573ed1e898d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695549 ms
Total Talk Time (AGENT): 181416 ms
Total Talk Time (CUSTOMER): 124088 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/e9ff0083-fb22-4de7-af62-8573ed1e898d_20250516T15:35_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] I called the other day. I never received my uh.
[CUSTOMER][NEUTRAL] My cards in the mail, and she said she mailed them back. I, I haven't been home yet to check the mail, but she emailed me some more cards that I can use and so, you know, so I get my cards in.
[CUSTOMER][NEUTRAL] I tried to get my prescription, they said they, they need a VIN number, a VIN number or something.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. All right. I can, um,
[CUSTOMER][NEUTRAL] Yeah, the car didn't have a VIN number on it.
[AGENT][NEUTRAL] OK, let me look that up for you, sir. May I please get your name and your call back number?
[AGENT][POSITIVE] Just that I can call you right back.
[CUSTOMER][NEUTRAL] And the phone the phone kind of breaking. Yeah, the phone was kinda breaking up. But my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't, I don't even know. I can look at that email.
[CUSTOMER][NEUTRAL] I'm gonna look at the email that you sent me?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Or I can look it up with your social.
[CUSTOMER][NEUTRAL] Yeah, you can put it on my social, that's fine.
[CUSTOMER][NEUTRAL] Was [PII].
[AGENT][NEUTRAL] OK. What is that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a moment while I pull in your policy.
[AGENT][NEUTRAL] OK, and you're looking for it for your medical, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. I'll need for you to verify.
[CUSTOMER][NEUTRAL] You send me an email with a phone.
[AGENT][NEUTRAL] Um, I'll need for you to verify your, um, policy for me. Can you please give me your date of birth, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And the phone number you gave me call you back on is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, thank you, and you requested that we email the card again to you?
[CUSTOMER][NEUTRAL] Yeah, she email I already got the email or I took it up to the pharmacy to get my prescription, they say they, they needed a VIN number, a BIN number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For me to use the car, you know, use my insurance.
[AGENT][NEUTRAL] OK, let me look up your.
[AGENT][POSITIVE] Yes sir, let me look up your card real quick so I can get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be just a moment while I pull it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's trying to pull it in for us it's working.
[CUSTOMER][NEUTRAL] That computer note today, Friday is the last day of the week.
[AGENT][NEUTRAL] Yeah, I know I did I think it's decided to go on the weekend early.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's almost there. I've got it to the point where the card is pulling up. It's just.
[AGENT][POSITIVE] Taking its time. I apologize for you having to wait.
[CUSTOMER][NEUTRAL] Just taking his time.
[CUSTOMER][NEUTRAL] Well that's, that's fine.
[CUSTOMER][NEUTRAL] I just wanna know what it is because the card she emailed me didn't have a BIN number on it.
[CUSTOMER][NEUTRAL] I don't even know what that is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's uh that is uh a number that the pharmacists need when they uh fill prescriptions to show that it's associated with your card in our company. OK, let me see if they've got it on here.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm looking at your card now.
[AGENT][NEUTRAL] Let me see if you have.
[AGENT][NEUTRAL] Prescription benefits because I'm not seeing it on the card.
[CUSTOMER][POSITIVE] I should, I got everything.
[AGENT][NEUTRAL] It's gonna be just a moment.
[AGENT][POSITIVE] I got a place I'm gonna go real quick.
[AGENT][NEUTRAL] It's taking a little bit, but it's trying now it's trying to pull in the policy for you. I've got your policy certificate I'm trying to look at to see if it's on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I am not saying that you have prescription coverage under your policy. That is why we, it doesn't have a BEIN number on your card.
[CUSTOMER][NEGATIVE] Oh damn, so what can I do about this?
[AGENT][NEUTRAL] Uh, the only thing that you can do is talk to your employer and see if there's a plan that they have that has prescription benefits for you.
[CUSTOMER][NEUTRAL] OK, so I need to call my company.
[AGENT][NEUTRAL] Yes, sir. You can um talk to them and see if there's a prescription plan available for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do y'all have for prescription please?
[AGENT][NEUTRAL] Uh, it depends on.
[CUSTOMER][NEUTRAL] Yeah, I thought it was.
[AGENT][NEUTRAL] It depends on what kind of plans your employer has, so that's why I'm referring you to them so that they can um see if they have a plan with prescription benefits for you.
[CUSTOMER][POSITIVE] OK, alright, thank you, I'm gonna give him a call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you take care, sir, and I hope you have a wonderful day and we appreciate you calling APL today, sir, and have a good weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Alright you too thanks.