AccountId: 011433970860
ContactId: ea8ab35c-7b6d-4eb3-a9d5-3d5673bbb563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375410 ms
Total Talk Time (AGENT): 222119 ms
Total Talk Time (CUSTOMER): 72026 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ea8ab35c-7b6d-4eb3-a9d5-3d5673bbb563_20250304T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I'm calling to find out, um, my, the pharmacy had let me know that they're not gonna cover my uh for my prescription.
[CUSTOMER][NEGATIVE] And they just said that they didn't know why and for me to call you.
[AGENT][NEUTRAL] OK, so you're trying to check on a pharmacy benefit for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, ma'am. I can try and help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I'm so sorry, but you, we have a terrible connection and your voice is very broken. I'm only getting bits and pieces of, of what you're trying to tell me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got [PII] and, but not the last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the first, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 98049
[AGENT][NEUTRAL] You said 02598049. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss [PII] to get your information pulled up.
[AGENT][NEUTRAL] OK, and if there's any information that I do provide for you would be a verification of benefits and not a guarantee of payment. So I will have to verify several things first for security. So first off, if you could please verify the primary policy holder's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And the home mailing address for you all, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file for Mr. um [PII], please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and that'll be all that I need to verify. OK, so on this limited benefit plan, Ms. [PII], give me a moment on your ID cards that you all should have for this, I'm trying to pull that up as far as who you would contact related to your pharmacy questions because you do not have pharmacy benefits under the policy with APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This limited benefit plan does not have.
[AGENT][NEUTRAL] Pharmacy with us. So you would speak to Parmavale.
[AGENT][NEUTRAL] Do you have your ID card?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Now I can provide you their customer service phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, this is for Farm Avale. It's P H A R M.
[AGENT][NEUTRAL] A V A I L.
[CUSTOMER][NEUTRAL] C H A R N.
[AGENT][NEUTRAL] And then capital A V A I L.
[AGENT][NEUTRAL] Form a veil.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their customer service number is [PII].
[AGENT][NEUTRAL] 373 [PII].
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] There are some numbers that they may ask you for that's also on the ID cards that you all should have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One of them is a VIN number.
[AGENT][NEUTRAL] And that number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 114.
[AGENT][NEUTRAL] There is a group number.
[AGENT][NEUTRAL] Which is I, M, A as in Alpha.
[AGENT][NEUTRAL] 9434-G as in girl.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] And then a PCN number?
[AGENT][NEUTRAL] Which is capital P capital V as in Victor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now, I would be more than happy to try and connect you over to them, Miss [PII], if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, be fine.
[AGENT][NEUTRAL] OK, well, is there anything else that I could help you with today first?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope that you have a nice evening.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes ma'am, you're welcome. So one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Ms. [PII], I'm gonna let me give you one other number that's on your ID card. I think this is more for the pharmacy, like, you know, someone who works in the pharmacy, but they have a pharmacy help desk number that's also there, and that number is 866-950.
[AGENT][NEUTRAL] 9949.
[CUSTOMER][NEUTRAL] 9949.
[AGENT][NEUTRAL] Yes ma'am, uh huh, but I'm going to transfer you to the customer service number that I first gave you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK alright well then and if that's all I can help you with thank you again for calling APL and have a nice and safe afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment.
[CUSTOMER][NEUTRAL] OK.