AccountId: 011433970860
ContactId: ed5e4ae5-9180-4cbd-9d2e-1714c87025a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667630 ms
Total Talk Time (AGENT): 194885 ms
Total Talk Time (CUSTOMER): 85500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ed5e4ae5-9180-4cbd-9d2e-1714c87025a8_20250605T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is
[CUSTOMER][NEUTRAL] Hi, I was wanting to get my ID card for my prescription.
[AGENT][NEUTRAL] OK, I can um take a look at your policy and get the ID cards for you. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't know my uh policy number.
[AGENT][NEUTRAL] OK, I can search your policy with your um social if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here. Hold on one moment.
[AGENT][NEUTRAL] I don't see anything coming up with the social, um, can you spell your last name for me? Let me look with the first and last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII] Hold on one second.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And you're sure it's American Public Life?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] As far as I know.
[AGENT][NEUTRAL] OK, let me make sure I wrote your social correctly, [PII]?
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] That's what I have. Let me try again because nothing's.
[AGENT][NEUTRAL] Coming up and it's [PII] I just, I'm just going through it to make sure I'm entering everything correctly.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] AYR.
[AGENT][NEUTRAL] I'm just trying again, hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And you have a medical policy with us and a dental policy?
[CUSTOMER][NEUTRAL] Um, and a vision, I think, but yeah.
[AGENT][NEUTRAL] What's your middle initial?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, this is you. And I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII]. The billing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I can email you a copy of the ID cards and have a physical copy sent to your home address or either or whichever you prefer.
[CUSTOMER][NEUTRAL] All the information
[CUSTOMER][NEUTRAL] Um, well, I'm trying to fill my prescriptions right now, so if you can email it to me, that would be helpful.
[AGENT][NEUTRAL] Now I have to go to the email address on file. Um, would that be helpful to you? Um, I'm showing [PII]. OK, so I'll go ahead and send this over to you now. Do you mind if I place you on just a brief hold while I um send it to you?
[CUSTOMER][POSITIVE] That, that works.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh no, I don't mind.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, we don't feel more confident at all.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Wait a minute. Let me help this patient and then read this. They are just, the way they talk is terrible.
[AGENT][NEUTRAL] Feeling the pressure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Too much too soon.
[AGENT][NEUTRAL] But I digress.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. So I just sent the um email with the ID cards attached to you. Um, you should be receiving that shortly, but I will also check the spam folder just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you, um, do you know how, what it all covers?
[AGENT][NEUTRAL] For your prescriptions, hold on one moment, let me see.
[AGENT][NEUTRAL] The policy will pay up to $20 per calendar year, 15 $20 per prescription 15 times per calendar year.
[CUSTOMER][NEUTRAL] Is that all prescriptions or?
[AGENT][NEUTRAL] Yes, it's any, any prescription that you receive.
[CUSTOMER][NEUTRAL] It only pays $20.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] For this policy, it does.
[CUSTOMER][NEUTRAL] Um, was there another option for it?
[CUSTOMER][NEUTRAL] Prescriptions or?
[AGENT][NEUTRAL] Well, so all of our policies come through the provider.
[AGENT][NEUTRAL] It's from the provider, like they have to send everything to us in writing. So each provider offers different policies. So you may want to check with HR to see what options were given, you know, how they give you like the different plans to choose from, to see if there's other um plans that you can choose from, because each employer has different plans and policies they offer to their employees, so there may be another option for you.
[CUSTOMER][NEUTRAL] OK, so even if my prescription is $1000 it only covers $20?
[AGENT][NEUTRAL] Yes, this hospital, the, so this is a hospital indemnity policy, so it's a limited medical policy. So yes, this policy only will pay $20.15 times per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL and I hope you have a good day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.