AccountId: 011433970860
ContactId: ec27123c-b438-48bb-8c6f-6011ea495f57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253570 ms
Total Talk Time (AGENT): 87036 ms
Total Talk Time (CUSTOMER): 75362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ec27123c-b438-48bb-8c6f-6011ea495f57_20250612T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII] with the, uh, on track uh service.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This is [PII], one of your associates.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And uh I, I, I need to know why I haven't uh received a uh a doctor's card or, or, or where I could go to a drug store and get a.
[AGENT][NEUTRAL] OK. Let me.
[CUSTOMER][NEUTRAL] I received my dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my uh
[CUSTOMER][NEUTRAL] My vision, but I haven't received just regular uh doctor card.
[CUSTOMER][NEUTRAL] More drugstore cars.
[AGENT][NEUTRAL] OK. uh, what is your social, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Good
[AGENT][POSITIVE] Oh, happy birthday.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] Uh, mailing address [PII].
[CUSTOMER][NEUTRAL] What else do you need?
[AGENT][NEUTRAL] OK. Uh, email address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] The number I'm on now [PII].
[AGENT][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] I see you have a medical policy with us. Um, but as far as any prescription cards,
[AGENT][NEUTRAL] Um, looks like cars were mailed.
[AGENT][NEUTRAL] In May, give me one moment.
[CUSTOMER][NEUTRAL] Yeah, yeah, the vision and dental.
[AGENT][NEUTRAL] We don't offer vision insurance, so that's through another company.
[AGENT][NEUTRAL] Or maybe through another company, through your employer, but I do show your medical card and I can send a request to have that mailed out to you.
[CUSTOMER][NEGATIVE] Yeah, cause I had to cancel an appointment today cause I, I don't want to go in there without a card and showing them something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, on your card, there will be a number to Lucy RX to where the uh pharmacist can call to verify any, um,
[AGENT][NEUTRAL] Benefits for prescriptions. It would be through their company, but um if you like, I can have this emailed to you, but also send a request to have it mailed to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know something else and I want my niece to take that to the doctor.
[AGENT][NEUTRAL] OK, I'll send a request for it to be mailed. I'll give it 3 to 5 business days.
[CUSTOMER][NEUTRAL] Mm, OK then.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well I thank you for calling APL and you have a great day and a great birthday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.