AccountId: 011433970860
ContactId: ea051026-e11f-48a8-a9bf-045ca1951983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268600 ms
Total Talk Time (AGENT): 104520 ms
Total Talk Time (CUSTOMER): 119678 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ea051026-e11f-48a8-a9bf-045ca1951983_20250106T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I'm calling from our Creedle Specialty Pharmacy. I do have to advise this call could be monitored recorded for quality assurance. May I please have the first letter of your last name and your job title?
[AGENT][NEUTRAL] Uh, yes, it's [PII] and I'm in the care team.
[CUSTOMER][POSITIVE] Perfect, thank you so much for that information. I'm calling to see if a patient I have has um prescription benefits.
[CUSTOMER][NEUTRAL] I'm wondering if you can help me with that.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Yes, I can help you with benefits, Ms. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, that number is [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That is spelled [PII] sorry, go ahead.
[AGENT][NEUTRAL] OK, and what's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK. What is her date of birth and her policy number?
[CUSTOMER][NEUTRAL] Um, the date of birth is [PII], and the policy number she provided to me was 683.
[CUSTOMER][NEUTRAL] 634.
[CUSTOMER][NEUTRAL] 430.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] It may start with a 01 or 02. It may also say inpatient certification number or outpatient certification number.
[CUSTOMER][NEUTRAL] Um, no, unfortunately that was the only number that she was able to give me. Um, is there any other way to look her up?
[AGENT][NEUTRAL] Yes, um, do you have her social security number that'll pull all her policies in for me.
[CUSTOMER][NEUTRAL] Um, I don't have the complete number, just the last 4.
[AGENT][NEUTRAL] OK. So, um, you were gonna spell her first name for me. Can you spell that for me, please?
[CUSTOMER][POSITIVE] Yes, absolutely that is the.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] OK, let me see if we can get her in by that name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. We're gonna try.
[CUSTOMER][POSITIVE] I hope so.
[AGENT][NEUTRAL] Yeah, me too.
[CUSTOMER][NEUTRAL] To locate.
[AGENT][NEUTRAL] OK, I do not see.
[AGENT][NEUTRAL] A debris, debris parttain in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well I do appreciate you for checking um.
[CUSTOMER][POSITIVE] I will go ahead and more than likely reach out to the patient again just let them know um but I do thank you for your time and and taking a look for me um.
[AGENT][NEUTRAL] Yes Miss [PII].
[CUSTOMER][NEUTRAL] Is there anything else that you needed from me?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am. Um, if you could just, uh, ask her to give you.
[AGENT][NEUTRAL] Looks like that policy number.
[AGENT][NEUTRAL] I wonder if that's your social security number. Let me look and see because it looks like it could be [PII].
[AGENT][NEUTRAL] No, it's not a social security number um if you could just have her look at her card and make sure that she has the right company along with um a good policy number.
[CUSTOMER][POSITIVE] OK, I will definitely do that.
[AGENT][POSITIVE] When you speak to her that, that will be helpful.
[AGENT][POSITIVE] OK, alright. Well, Ms. [PII], we certainly appreciate you calling APL and I hope you have a blessed day.
[CUSTOMER][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] Thank you same to you you have a good day as well.
[AGENT][POSITIVE] Thank you, ma'am. Mm bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.